Service With Direct Energy: How to Open, Move, and Close Your Account

Opening Your Direct Energy Account

To sign a contract with Direct Energy you will need to already have an active utility account and be the person named on it. You will need to provide the following information:

• Service address
• Your name and basic contact information (telephone number, email address)
• Move-in date
• Billing address (if different from your service address)

You may need to provide your driver's licence number, or anothe piece of government-issued identification. Direct Energy requires a minimum 10 days' notice to start service, but when you sign up with Direct Energy your contract will start at the beginning of the next possible billing month. This means that if you sign up for service with Direct Energy on January 24th, your contract will start on March 1st. The latest you could sign up for service on March 1st would be February 18th.

Activation Fees & Security Deposit

Direct Energy does not charge a fee for activating an account, but may charge a security deposit from new customers.Find out about security deposit regulations in Alberta

Your Service with Direct Energy

Meter Reading

Your local wire services provider (distribution company) will be responsible for reading and maintaining your meter. Find out your local distribution company.

Budget Billing Plan (BBP)

Direct Energy offers a budget billing payment option in which your consumption over the year is averaged so that you pay the same amount each month. Through this plan your annual consumption is estimated and spread out over 12 months. Settlement of any differences between your estimated and actual consumption (which could be a credit or a charge, depending on if you have consumed more or less than the estimate) will happen in the first month of the following year of payment

• If the difference between your estimated and actual consumption is a credit smaller than one month's payment, then the first month of the new year will be credited by that amount
• If the difference between your estimated and actual consumption is a credit larger than one month's payment, you will receive a cheque for that amount on the first month of the new billing year
• If you have consumed more than what was estimated, the cost of the difference between your estimated and annual consumption will be spread out over the following year

Direct Energy estimates annual consumption based on long range weather forecasts, current and forecasted rates for the cost of gas or electricity, and the historical energy consumption of the property. If your home is new, Direct Energy will base consumption amounts on the size and number of large appliances you have (fridge, oven, furnace, etc).

To sign up for Budget Billing, call Direct Energy Customer Service at 1-866-374-6299.

Late Payment

Direct Energy charges a 1.5% compounded monthly (19.56% per year) late payment fee on the unpaid portion of your bill. Direct Energy will charge a special fee as well as late fees for for dishonoured payments (bounced cheque, failed automatic withdrawal). The late payment charges and amount owing will be added to the next monthly bill. If you continue to not pay your bill, Direct Energy may pursue collection action (see below).

What happens if I don't pay my bill?

Find out what happens when you don't pay your electricity bill in Alberta.

Direct Energy may pursue the following action of you do not pay your bill:

1. Direct Energy may use collection agencies or legal action to recover amounts owing
2. Direct Energy may cancel your contract and charge you an early exit fee if you do not pay your bill
3. If Direct Energy decides to discontinue your service because of non-payment, they company may use the security deposit that you paid when opening the account to pay for the outstanding charges

You should contact Direct Energy as soon as possible if you are not sure if you will be able to pay your bill.

Automatic Renewal

Direct Energy Terms and Conditions allow for a one-time, 12-month automatic renewal of your contract. Direct Energy must give you notice of the renewal and rates and charges between six (6) months and 30 days of the renewal date. You can cancel the renewed contract at any time without penalty if you give 15 days' notice.

Moving Your Direct Energy Account

You should provide 45 days' notice for a change of address within an area served by Direct Energy. You will be responsible for any interruption in service and associated costs if you do not provide 45 days’ notice. To notify Direct Energy of an upcoming move you can call Customer Service at 1-866-374-6299 or email [email protected]. You can also notify Direct Energy through your online account.

Closing Your Direct Energy Account

Direct Energy charges an Early Exit Fee of $150 if you wish to close your account before the end of your contract depending on what type of contract you have signed. The Early Exit Fee applies to both electricity and gas and is charged per site. This means that you will have to pay a total of $300 if you have a dual fuel contract with Direct Energy. You need to provide at least 30 days’ notice to end your contract.

You can, however, end the contract without having to pay the Early Exit Fee under the following conditions:

• You decide to leave the contract within 10 days of having signed it
• If you entered into the contract over the phone, within 60 days of having received the first bill
• You are already on a retail energy contract with another supplier (and the contract does not expire on or before the date that you will start your contract with Direct Energy

Learn more about signing a contract in Alberta

Make sure to check if your plan includes Early Exit fees when signing a Direct Energy contract. To close your account you can call Direct Energy at 1-866-374-6299, email [email protected], or notify Direct Energy through your online account.

Other Notes

If you are on an Open Flex Plan, a Simple One Plan or a Simple Three you can switch to another Direct Energy plan at no cost after the 10-day cooling period after having signed your contract. If you are on another Direct Energy contract and wish to switch, you may have to pay Early Exit fees, if applicable.

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