Direct Energy Regulated Services Customer Reviews

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Direct Energy Regulated Services (DERS) is the regulated rate provider of electricity in the ATCO Electricity service area, and the regulated rate provider for gas in the ATCO Gas service territory. In this article we summarize the customer experience with DERS, including DERS offers, terms and conditions, customer reviews, and more.

Direct Energy Regulated Services RRO Rates

Energy Type Rates Administration Charges

Electricity
5.873 ¢/kWh 28.5 ¢/day

Gas - North of Red Deer
$ 2.461 /GJ 22.3 ¢/day

Gas - South of Red Deer
$ 2.605 /GJ 22.3 ¢/day

Prices effective February 1 - 28 2015

DERS Terms & Conditions

DERS Late Payment Fees

DERS charges a monthly 1.5% late payment penalty (equivalent to 19.86% per year) on total current charges. Late payment charges apply after the Late Payment Penalty Date on the current monthly bill.

DERS Dishonoured Payment Fee

DERS charges $25 for any dishonoured payments (bounced cheque, NSF, etc).

DERS Cancellation Fees

As a regulated rate provider, DERS cannot charge any fees to end service.

Moving With an DERS Contract

You should provide at least three to four weeks' notice to DERS of any upcoming change of address, so that DERS can contact ATCO Gas or Electric accordingly.

DERS Customer Reviews

DERS Customer Reviews - Summary

We have gone through various customer reviews for DERS in order to evaluate the customer experience with DERS. As people tend to express opinions only when they are either extremely pleased or extremely dissatisfied with their experience, some of customer reviews should be taken with a grain or two of salt. However, we have tried to look at customer reviews of DERS in detail, in order to identify some common themes.

DERS Customer Reviews - Positive

Some customers have noted positive customer service experiences with Direct Energy Regulated Services.

DERS Customer Reviews - Negative

Many negative online reviews of DERS have been related to customers unhappy with their late/non-payment and collection/disconnection policies. These often detail special cases, many customers indicated that they had not been sufficiently warned of impending service disconnection (find out what happens when you don't pay your energy bill in Alberta). Some customers have also complained about high prices. DERS has a higher record of complaints filed with the Better Business Bureau than other regulated rate providers in Alberta, mostly related to billing problems.

Direct Energy or DERS?
There is a certain amount of confusion regarding the Direct Energy and DERS. Both are subsidiary companies of Centrica LLC, and while they have similar logos and branding, they are separate companies. Some customers have complained about a door-to-door salespeople from DERS trying to sign them up for a contract. As DERS is a regulated rate provider, it is more likely that these are representatives from Direct Energy. Find out more about Direct Energy customer reviews.

Other Notes

DERS in the News

In March 2014, an Alberta judge certified a class action lawsuit against DERS regarding its late payment practices, claiming that they sometimes violate the Criminal Code and Canada's Interest Act.