Emergencies or Outages

If you’re a DERS customer and SMELL NATURAL GAS or SUSPECT THE PRESENCE OF CARBON MONOXIDE, call the ATCO Gas 24-hour emergency line or 911 immediately.

ATCO Gas Emergency Response: 1-800-511-3447

If you’re a DERS customer experiencing a POWER OUTAGE or other electricity issue, call the ATCO Electric 24-hour emergency line.

ATCO Electric Emergency Response: 1-800-668-5506

About DERS

Who is Direct Energy Regulated Services (DERS)?

Direct Energy Regulated Services (DERS) is a business unit of Direct Energy Marketing Limited. DERS serves approximately 650,000 locations across Alberta. Our goal is to provide reliable electricity and natural gas at fair rates. Direct Energy is a wholly owned subsidiary of Centrica PLC, an energy and services company based in the United Kingdom with operations across North America, the U.K and Europe.

In what areas of Alberta does DERS provide energy services

  • To view the areas in Alberta where DERS provides electricity services, click here 
  • To view the areas in Alberta where DERS provides natural gas services, click here 

How are regulated energy services different from competitive energy services?

The key differences between regulated and competitive energy services are the rates charged and the need for a contract. Competitive rates are set by each company and may require a contract. Regulated rates are reviewed and approved by the Alberta Utilities Commission (AUC) each month. Customers can choose regulated rates without the need for a contract.

What is the difference between an energy supplier, an energy retailer and an energy distributor?

An energy supplier is the same as an energy retailer. DERS is an energy supplier and retailer. This means that we purchase electricity and natural gas on our customers’ behalf in the competitive energy marketplace and supply it at a regulated rate that is reviewed and approved by the Alberta Utilities Commission (AUC).We also provide retail services including billing and customer service.

An energy distributor, such as ATCO Gas and ATCO Electric own the infrastructure and distribution systems that transport natural gas or electricity directly to consumers’ homes or businesses. Energy distributors set the delivery charge rates you see on your lower part of your bill, with AUC approval. Distributors are also responsible for responding to emergencies or outages.

Does DERS sell door-to-door?

DERS does not sell services door to door.

Online Account

How do I create a Direct Energy Regulated Services (DERS) online account so I can manage my account over the internet?

Click here to sign up for DERS’ Online Account Services. You will need your account number to get started, which can be found in the top right corner of any previous electricity or natural gas bill. For more help, click here to read our online account management guide.

I've forgotten my DERS online account username and/or password. How do I get back into my account?

  • To recover your username, click here. For your security, your account number is required to recover your username.
  • To reset your password, click here. For your security, your username is required to reset your password.

I’m looking for copies of my previous DERS bills – where can I find them in my online account?

To access copies of your previous bills through your online DERS account:

  • Sign in to your online account
  • Select “My Account”
  • Click on “Statements and Payment History”

Billing & Payment

Why am I getting a bill from Direct Energy Regulated Services (DERS)?

If you haven’t selected or are no longer receiving service from a different retailer/supplier for your natural gas or electricity services, DERS automatically becomes your supplier. This means that we purchase electricity and natural gas on your behalf in the competitive energy marketplace and supply it at a regulated rate that is reviewed and approved by the Alberta Utilities Commission (AUC). As your supplier, DERS is also responsible for billing and customer service.

 

On my DERS energy bill, why are the Distributor and Government charges as much as, or more, than my energy charges?

Distributor Charges:

ATCO owns and operates the transmission and distribution systems for electricity or natural gas in areas where DERS provides service. ATCO calculates the charges for the transmission and delivery of electricity or natural gas to your home or business. These charges have a fixed and variable component that reflects your energy usage, which can be the largest portion of a typical customer’s bill. E.g.: In the winter, distributor charges can be up to 65% of total charges. These rates remain the same and will be charged regardless of your energy supplier.

Government Charges:

Effective January 1, 2020, the Federal Carbon Tax of $1.050/GJ will be identified under the Distributor and Government Charges on your bill. As of April 1, 2020, the Federal Carbon Tax increased to $1.576/GJ. Effective April 2021 it will be $2.103/GJ and beginning April 2022 it will be $2.629/GJ.

Your municipal government charges a local access fee or a municipal franchise fee for the use of municipal land for distribution and transmission infrastructure by the distribution company. This fee is set by and remitted to the municipality.

Energy Charges (DERS):

Energy charges come from DERS, and reflect the actual or estimated cost of your energy usage during the billing period based on the unit of measurement:

  • Electricity: kWh x $ rate
  • Natural Gas: GJ x $ rate

Visit the DERS blog for more information.

My DERS energy bill is higher than usual. Why?

If your DERS bill is higher than usual, and you’re NOT on the DERS Budget Payment Plan, it is likely due to one or more of these reasons.

Exceptionally cold or hot periods during the year lead to more energy usage as we turn up our furnaces or air conditioning units to stay comfortable. For example, January is one of the coldest months in Alberta, so typical natural gas usage during that period is approximately 20 GJ and electricity usage is approximately 700 kWh. This is significantly higher compared to a low-usage month such as June that typically sees 3 GJ of natural gas usage and 470 kWh of electricity usage.

Changes in your home:

Changes in your home environment — such as keeping the thermostat at a higher temperature, adding or changing appliances (such as a portable electric heater, hot tub, air conditioner, electric fireplace, etc.), having house guests, and/or not keeping up with furnace maintenance and filter changes—can result in higher energy bills. Read Energy Saving Tips.

Changes in natural gas or electricity prices:

Even if your usage remains the same, regulated natural gas and electricity prices can fluctuate from month to month due to weather, increases or decreases in usage, world events and supply and demand factors.

If you have more questions, please contact our customer care team at 1-866-420-3174.

If your DERS bill is higher than usual and you ARE on the DERS Budget Payment Plan, the following are the most likely reasons:

  • Past due payments, or payments not yet received, may have been added to your monthly amount.
  • Once per year, at your Budget Billing Settlement month, we review your overall annual billing to ensure your budget is not too low or too high, and then incorporate any balance from the previous year.
  • From time to time, as a result of a change in your overall annual billing, it is necessary for us to adjust your monthly amount to avoid the accumulation of a large balance or credit.

If you have any further questions, please contact our customer care team at 1-866-420-3174.

I received a Pending Disconnection Notice from DERS. Why did I receive this, and what can I do to avoid disconnection?

If you’ve received a Pending Disconnection Notice, it means your DERS account balance has been past due for at least 60 days. A payment is required in order to ensure you continue to receive service.

We care about our customers and are committed to doing all that we can to support you. Below please find a helpful list of options to assist you in avoiding disconnection:

 Make an immediate bill payment: 

  • Sign in or set up an online account and make a payment using our always open Online Account Management (OAM) system.
  • Make a one-time payment using our automated phone system (1-866-420-3174), available 24 hours per day. 

Request a Payment Arrangement:

We know that extenuating circumstances can lead to difficulty in paying bills and we are here to work with and support our customers during in these times. To be eligible for a Payment Arrangement, your account status must meet the following criteria:  

  • Your account must be active
  • Your account cannot include any pre-existing payment arrangements
  • Your account cannot include any previously broken payment arrangements in the past 12 -months
  • The date of the request for a payment arrangement cannot be past the date of disconnection noted in your Pending Disconnection Notice

 If you meet the above criteria, you can make a Payment Arrangement by calling the DERS Customer Care team at 1-866-420-3174.

 View other Financial Support options:

  • For a list of Alberta social service agencies that may be able to provide you with assistance with your energy bill, click here.

Once your account balance is up-to-date, please check out DERS’ payment plans to help make it easier to budget for—and pay—your energy bills.

Can I get my Direct Energy Regulated Services (DERS) natural gas and electricity charges on one bill? 

We’re sorry, but DERS isn’t currently able to offer this service.

How do I sign up for DERS’ paperless e-billing?

To receive your DERS bills through email:

  • Sign in to your online account
  • Go to “My Profile”
  • Click on “Address/Billing Preferences”
  • Choose the account you would like to change, and then select “Bill Delivery Method”

How can I pay my bill?

DERS offers many convenient payment methods, including:

  • Your Online Account
  • Our automated phone system at 1-866-420-3174
  • Your bank's web or telephone banking system
  • By mail to the address below:

Direct Energy Regulated Services
P.O. Box 1520, Station M 
Calgary, AB T2P 5R6

 Please note we accept credit card payment using Visa, Mastercard or American Express.

How do I pay using my online account?

Our secure online payment portal is always open, and easy to set up and use.

  • Sign in to, or sign up for, your DERS online account
  • Hover over the “Payments” tab and select “Make One Time Payment” from the drop-down menu
  • Select the “Electricity” or “Natural Gas” account you would like to make a payment to
  • Under “Payment Method”, select the “Form of Payment” you want to use (you can also choose to add a new form of payment by selecting Credit Card/Debit Card or Bank Account from the drop down menu)
  • Under “Payment Amount”, enter the amount you want to pay
  • Click the “Pay Now” button

 

How do I pay using my online banking?

To set up DERS as a manual payee through your online banking:

  • For all banks (EXCEPT Scotiabank, which has a character count limit), use the following biller ID: DIRECT ENERGY REGULATED SERVICES AB
  • For Scotiabank customers, use the following biller ID: DIRECT ENERGY REG. SERVICES

Can I pay by cheque?

Mail your cheque (noting your account #*) to:

Direct Energy Regulated Services
P.O. Box 1520, Station M
Calgary, AB T2P 5R6

*Please note: If you have both an electricity and a natural gas bill to pay, a separate cheque with your account number for each service is required. Thank you!

Can I set up recurring payments?

Yes, you can set up automatic recurring payments so you have one less thing to remember and won’t have to worry about late fees. Direct debit through your bank account or credit card payment is available through DERS’ Recurring Payment Plan. It’s easy to join:

  • Sign in to your online account
  • Go to “Payments” in the drop-down menu
  • Click on “Recurring Payment Plan” and follow the instructions
  • We are able to accept Visa, Mastercard and American Express

Alternatively, you can print an application form and email or mail it to us:

Recurring Payment Plan
Direct Energy Regulated Services
PO Box 1520
639 5th Ave SW
Calgary, AB T2P 5R6

*Adobe Reader is needed to open, view and download PDF documents. Download the software here for free.

Does DERS offer any payment plans?

DERS offers two payment plans to make it easier for our customers to budget for—and pay—monthly energy bills:

Budget Payment Plan:

Spread out your energy costs throughout the year to make budgeting and planning easier. DERS’ Budget Payment Plan estimates the cost of your energy based on past usage, the time of year, and the expected cost of energy and distribution charges—and divides that total into equal monthly payments.

 To sign up* for the Budget Payment Plan, call us at 1-866-420-3174.

 *Please note: To sign up, you must have received a minimum of three bills and your account balance must be up-to-date.

Recurring Payment Plan:

Save on postage, cheque-writing costs, and time – and never worry about late payments again. DERS’ Recurring Payment Plan enables your monthly bill to be automatically charged to your credit card or deducted from your bank account each month. Once enrolled, you’ll continue to receive a statement each month that shows the amount and date that your payment was deducted.

To sign up for the Recurring Payment Plan:

  • Sign in to your online account
  • Go to “Payments” in the drop-down menu
  • Click on “Recurring Payment Plan” and follow the instructions

Alternatively:

Recurring Payment Plan
Direct Energy Regulated Services
PO Box 1520
639 5th Ave SW
Calgary, AB T2P 5R6

*Adobe Reader is needed to open, view and download PDF documents. Download the software here for free.

Do I have to pay my last DERS bill if I have cancelled my service?

Yes, you do need to pay your final bill since it reflects the amount of electricity and/or natural gas that you have consumed up until your service end date.

DERS will continue to send you a bill for as long as you have any amounts owing. It is also possible for bills to be sent to you after you close your account that include adjustments to previous charges.

I can't afford my DERS bill this month. What options do I have?

If you are unable to afford your bill, please contact us right away at 1-866-420-3174 to inquire about a possible Payment Arrangement or Payment Extension. If you need additional financial support, please click here.

  • Once your balance is caught up, you might consider our Budget Payment Plan to help you balance out your payments throughout the year.

Electricity

What are my electricity options in Alberta?

All Albertans can receive their electricity service from the regulated electricity service provider in their area, such as Direct Energy Regulated Services, and have the opportunity to choose their electricity retailer by signing up for a competitive contract. To view a list of Alberta electricity retailers, visit ucahelps.alberta.ca, or call 310-4-UCA (310-4822), toll free within Alberta, or 780-644-5130 if you are outside of Alberta.

In what areas of Alberta does Direct Energy Regulated Services (DERS) provide electricity services?

To view the areas in Alberta where DERS provides electricity services, click here .

What is the Regulated Rate Option (RRO) for electricity and how is it determined?

The RRO is the electricity rate which is available from regulated rate providers, such as DERS, and is regulated by the Alberta Utilities Commission (AUC). The RRO is calculated according to a price-setting plan and is reviewed and approved in advance of each month by the AUC. The RRO price reflects monthly, market-based prices which means it may increase or decrease month-to-month, due to factors such as the forces of supply and demand.

Any customer that consumes less than 250,000 kWh per year is eligible for the RRO. As an example, an average household uses approximately 7,600 kWh per year. If you haven’t chosen a competitive electricity retailer and consume less than 250,000 kWh per year, then you are automatically an RRO customer.

Who is eligible for the RRO?

Customers who consume less than 250,000 kWh per year are eligible for the RRO. As an example, an average household uses approximately 7,600 kWh per year. If you haven’t chosen a competitive electricity retailer and consume less than 250,000 kWh per year, then you are automatically an RRO customer.

Is the RRO the best rate?

The RRO reflects market conditions, can change every month, and can be lower or higher than competitive options available. The rate is reviewed and approved by the Alberta Utilities

I was notified that I have to select a retailer, or my business account will be transferred to Direct Energy Business (DE Business). Why is this happening?

Direct Energy Regulated Services provides electricity service to customers that are eligible for the RRO, which requires an annual usage of less than 250,000 kWh. If your business' annual usage exceeds this amount, you are required to either select a competitive retailer or you will receive service from the Default Supplier. Based on the location of your business, the Default Supplier is DE Business.

Who do I contact if I’m experiencing an electricity outage?

If you’re experiencing a power outage or other electricity issue, you need to call your distribution company, ATCO Electric. Call ATCO Electric’s 24-hour emergency line.

For more information about what to do in case of a power outage, please view the following DERS blog posts:

Can I temporarily stop my electricity service, even in the winter?

You can request your electricity service to be temporarily shut off, however some charges will still be applied if the property remains connected to the distribution system. Please be aware, reconnection costs may be applied when you wish to restore electricity service.

To disconnect electricity services during the winter moratorium, October 15 to April 15, you will need to complete and sign a Premise Vacancy Agreement.

Natural Gas

What are my natural gas options in Alberta?

All Albertans can receive their natural gas service from the regulated natural gas provider in their area, such as Direct Energy Regulated Services, and have the opportunity to choose their natural gas retailer by signing up for a competitive contract. To view a list of Alberta natural gas retailers, visit ucahelps.alberta.ca, or call 310-4-UCA (310-4822), toll-free within Alberta, or 780-644-5130 if you are outside of the province.

In what areas of Alberta does DERS provide natural gas services?

To view the areas in Alberta where DERS provides natural gas services, click here.

What is the Gas Cost Flow-through Rate (GCFR) for natural gas and how is it determined?

The GCFR is the regulated natural gas rate that is set on a monthly basis and determined by:

  • The price of wholesale natural gas, which fluctuates based on supply and demand, the economy, world events, currency exchange rates, seasonal weather temperatures as well as extreme weather events such as fires, floods and hurricanes; plus
  • A forecast of estimated natural gas load and price for the upcoming month (Any under- or over-recovery from previous months is also included in the GCFR for the upcoming month)

DERS submits the GCFR to the Alberta Utilities Commission (AUC) for review and approval on the fifth last business day of each month.

Who is eligible for the GCFR?

All customers in the ATCO Gas service territory are eligible for the GCFR.

Is the GCFR the best rate?

The GCFR changes with market conditions every month and can be lower or higher than competitive options available. The rate is reviewed and approved by the Alberta Utilities Commission to ensure that it is reasonable and fair.

Can I temporarily stop my natural gas service, even in the winter?

You can disconnect your gas service from November 1st - April 15th by completely filling out the following ATCO Gas waiver online, or by downloading*, completing AND faxing or emailing the form to:

Please be aware that idle charges and a reconnection fee from your distribution company may still apply.

*Adobe Reader is needed to open, view and download PDF documents. Download the software here for free.

Who do I contact if suspect the presence of carbon monoxide or am experiencing a natural gas problem or emergency?

If you smell natural gas or suspect the presence of carbon monoxide, call the ATCO Gas 24-hour emergency line or 911 immediately.

Landlord & Property Owners

I have multiple sites and need meters installed by Direct Energy Regulated Services (DERS). How do I do this?

To request meter installation for multiple sites, please fill out the multiple site application form to ensure we have all the required information to complete your request. 

I have multiple sites and need to make a DERS payment that covers more than one account. How do I do this?

To make a payment that covers more than one account, please fill out and include the multiple site payment application form with your payment. 

Are my tenants responsible for setting up service and billing information with DERS?

If you would like your tenants to be responsible for paying for natural gas or electricity service at your rental property, the tenants must set up their own account by contacting DERS and providing their billing information. The tenant will be responsible for the charges during the term of their lease. As a landlord, you will be responsible for the charges if your tenant does not set up an account or when the tenant ends their account. You can set up a Premise Vacancy Agreement and Property Owner/Manager Authorization Form to ensure that service automatically goes back into your name when your tenant ends their service.

What is a Premise Vacancy Agreement?

The Premise Vacancy Agreement enables the easy transition of billing for natural gas or electricity services between the tenant and the landlord. There are many benefits to using this form:

  • Ensures that there is no service interruption when a tenant moves out and the property remains vacant.
    • Alternatively, landlords can agree to shut off utilities if the property is vacant. Note that disconnected services are subject to a reconnection fee, which is the responsibility of the next party requesting service.
  • Alerts a landlord when a tenant does not set up the proper billing for electricity or gas service at the rental property.
  • Alerts a landlord when a tenant ends their natural gas or electricity service before the end of their lease.
  • Can be used to shut off service at the rental property while it is vacant.

Am I responsible for past charges of a tenant once they move out?

Your tenant is responsible for the charges they incur during the period that they hold a DERS account. Even if a tenant does not pay their DERS account, the charges will not be transferred to the landlord or property owner unless authorized by the property owner. In the case of a dispute between a tenant and a landlord, DERS may request proof of occupancy such as a lease agreement.

What if my current tenant doesn’t pay their bill? Will I be advised in order to avoid disconnection of service to my property?

Payment of the DERS account is the responsibility of the account holder and any notices of disconnection will be addressed to the account holder. Therefore, if the account for the services at your rental property are in your tenant’s name, only your tenant will be notified of unpaid amounts and of a pending disconnection. Due to privacy laws, DERS is unable to release information to anyone that is not listed as a contact person on the account. Any notice of pending disconnection or notice of disconnection will be delivered to the mailing address for the service.

If a property is disconnected for non-payment, an owner can request DERS to transfer services into their name to have energy restored. However, the property owner will be responsible for any fees related to the reconnection of service.

My tenant is responsible for gas and/or electricity, but I have received a bill from DERS. Why?

If the tenant has not set up energy service for the start of the lease agreement, the property owner will be billed for the service being supplied to the property. To correct this issue, your tenant must contact DERS and accept responsibility for electricity or gas services, effective the date they moved in.

My property is vacant, why am I getting a gas or electricity bill?

Vacant properties that remain connected to the distribution systems and are receiving electricity or natural gas service will continue to receive charges from the default retailer, such as DERS. If you would like services to be shut off at a property, the property owner can complete a Premise Vacancy Agreement. Note that the property may continue to receive distribution charges from ATCO even if it is disconnected.

Service Changes

I’m moving. How do I transfer service(s) to my new address? 

You can let us know you are moving by calling us at 1-866-420-3174. If you notify us of your move approximately one week in advance, we'll be able to transfer your account to your new address before you move so you have one less thing to worry about. You can also notify us of your move by logging into your online account and going to “Other Services” and clicking on “Transfer Services.”

What if my lease or possession dates overlap?

If you will be responsible for two properties at the same time, even just for a short time, let us know there will be an overlap in billing. When you receive your bill for this period, please be aware it will likely be higher than normal due to energy charges and fees applicable to both properties for the term of the overlap.

How do I stop my DERS electricity and/or natural gas service?

If you’re moving and are no longer in a DERS service area, or will no longer require DERS’ service for any other reason, please notify us at least 3 full business days in advance by calling 1-866-420-3174. We will ask you to provide your new mailing address so that we can send you your final bill.

Once I cancel my DERS service, when will I get my security deposit back?

Your security deposit, plus interest, will automatically be applied to your account after 12 consecutive months of on-time payment history or applied to any remaining balance on your final bill—whichever comes first.

Do I have to pay my last DERS bill?

Yes, you do need to pay your final bill since it reflects the electricity and/or natural gas that you have used up until your service end date.

DERS will continue to send you a bill for as long as you have any amounts owing Or to reflect any adjustments made to your account.

Can I temporarily stop my natural gas service, even in the winter?

You can disconnect your gas service from November 1st - April 15th by completely filling out the following ATCO Gas waiver online, or by downloading*, completing AND faxing or emailing the form to:

Please be aware that idle charges and a reconnection fee from your distribution company may still apply.

*Adobe Reader is needed to open, view and download PDF documents. Download the software here for free.