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Company Information
Who is Direct Energy?

Direct Energy is one of North America's largest competitive energy suppliers of electricity, natural gas and related services. With approximately 6,000 employees, we are active in upstream production (electricity and natural gas) and downstream delivery, and we help customers effectively manage all their energy needs.

Direct Energy operates in 10 Canadian provinces, 46 states in the U.S. and the District of Columbia, which includes more than six million customer relationships.

Why should I choose Direct Energy?

Every day across North America, more than six million residential, business and services customers turn to Direct Energy for their electricity and natural gas, home energy services, energy efficient solutions and more. Direct Energy is one of the largest competitive retailer of energy and related services in North America.

At Direct Energy, we source, generate, trade, service and supply energy to meet your current and future energy needs.

Are you affiliated with my local utility?

Direct Energy is an approved supplier of electricity in deregulated markets. We arrange the supply of electricity for our customers, which is then delivered to you by your existing local utility.

How are you different from your competitors?
  1. Direct Energy is one of North America's largest energy and energy-related services providers.
  2. Direct Energy is a diverse, vertically-integrated, financially strong North American energy company that is growing.
  3. Direct Energy provides customers with choice and support in managing their energy costs through a portfolio of innovative products and services.

Direct Energy has more than 6 million residential and commercial customer relationships in 46 states and the District of Columbia in the US, and 10 provinces in Canada, and serves more residential customers than any other competitive energy retailer on the continent.

We attribute our success to our ability to adapt, innovate and earn the trust of customers in a competitive marketplace.

We have adapted to changing markets by entering new geographies, varying our customer base to include both residential and business consumers, and developing a wide range of product lines tailored to address individual customer needs.

Our S&P 'A -' Rating sets us apart from most other retailers.

We are owners and operators of assets that give us deeper insight into power and natural gas markets than other retailers: Our upstream assets include approximately 4,600 natural gas wells in Alberta, three gas-fired electrical power plants in Texas. We are a leading retailer of green power in Canada and have renewable power purchase agreements totaling 670MW in Texas, and we recently finalized the acquisition of Rockyview Energy in Alberta.

General
If I switch electricity suppliers, will my reliability be affected?

By law, the utility is not allowed to provide different care levels to customers that have chosen an alternate supplier. You will continue to receive the same level of electricity delivery, emergency response and meter reading from your current utility. Your utility care provider will not change, just the supplier of your electricity.

What is the difference between my local utility (electric distribution company, TDU, electric company) and Direct Energy?

TThey are two different companies with different purposes. Direct Energy is a retail supplier of electricity and natural gas, but you local utility is a regulated entity that delivers your electricity or natural gas. Direct Energy is able to purchase the electricity or natural gas on the competitive market and sell it to customers. Your local utility continues to deliver that electricity or natural gas to you.

Enrollment (new customers)
How can I become an authorized representative on a Direct Energy account?

To become an authorized representative on a Direct Energy account, the current account holder must make this request by contacting our Customer Care center.

Heating and Cooling
Why should I purchase a new heating or air conditioning system?

At Direct Energy, we realize that purchasing a heating or air conditioning system is no small matter. However, if your existing system is old, in need of repair or simply inefficient, purchasing a new unit, one which can be as much as 60% more efficient than a system purchased just 10 years ago, can offer long-term benefits. Rather than continuing to pay for costly repairs and costly monthly bills, invest in a new system today that will help save you money for years to come.

Product & Services
How do I change the name on my account?

At Direct Energy, we believe in providing customers with choice. Therefore, we offer many plans to meet your individual needs. Please note product types vary by market:

  • Fixed Plans: Pay a single rate for a set period of time, such as 12 months.
  • Variable Plans: Pay a variable rate from month to month with no long-term contract. You are notified if any significant increases occur.
  • Prepaid Plans: Pay in advance for your electricity and receive daily messages regarding your account balance and usage. Requires no deposit or credit check. Payments are made online 24/7 or at an authorized payment center.
  • Green or Renewable Energy Plans: Energy plans that are 100% renewable and 99% pollution-free.
  • Time of Use Plans: 24 hours of free electricty on a specified day of the week.
Please visit our home page and enter your local utility care area to see what product options are available in your care area!

Outage/Disconnect/Reconnect
How do I report a power outage? What if I need to dig in my yard, cut tree limbs, etc.?

If you have an electricity emergency, call your local utility. This contact information can be found on the Contact Us page.

Billing & Payment (current customers)
How do I change the name on my account?

To change the name on your Direct Energy account, the current account holder must contact our Customer Care center. Only the current Direct Energy account holder or authorized representative will be able to make changes to the account.


More FAQs

more information Still Need Help?

In case of power outage or gas leak, please contact your local utility.

Home Services

Customer Service

1-800-266-3939


Duct Cleaning

1-866-277-1191


Geothermal

1-866-616-1678


Heating & Cooling Repair

1-866-803-4717


Heating & Cooling Sales

1-866-616-5850


Home Energy Audit

1-866-479-8518


Plumbing

1-866-917-8619


Protection Plans

1-866-917-8631


Rental Water Heaters

1-866-554-5591

Residential Energy

Sign Up

1-800-348-2999

Customer Service

1-800-348-2999

Move Your Service

1-800-348-2999


Email

Customer Service


Fax

1-800-457-9686


Postal Service

Direct Energy
Attn: Customer Retention
P.O. Box 5200
Markham Industrial Park
Markham, ON L3R 2P2

Power Outage & Emergency

Natural Gas Utility

Enbridge

1-866-763-5427

Union Gas North

1-877-969-0999

Union Gas South

1-877-969-0999

Business Energy

Electricity & Gas - Sales and Customer Service

1-866-867-8167

(Mon - Fri: 9:00am-5:00 pm EST)


Business Services - Sales

1-855-755-6386

(24 hours a day, 7 days a week)


Business Services - Customer Service

1-888-393-5553

(24 hours a day, 7 days a week)


Email

Customer Service

Corporate

Residential Energy, Corporate

Direct Energy
12 Greenway Plaza Suite 250
Houston, TX 77046
1-713-877-3500


Home Services

Direct Energy
80 Allstate Parkway
Markham, ON L3R 6H3
1-800-266-3939


Small Business Energy & Large Business Energy

Direct Energy
1001 Liberty Avenue, 12th Floor
Pittsburgh, PA 15222
1-800-830-5923


Twitter

Direct Energy

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EMERGENCY CONTACT INFO Electricity

In case of a downed power line or other power emergency, contact your local utility.

Please visit the IESO web site for a full listing of power utilities. If your utility is not on the list contact 9-1-1.

Natural Gas

In case of a gas leak or other gas emergency, contact your local utility. If your utility is not listed below contact 9-1-1.

Enbridge 1-866-763-5427
Union Gas 1-877-969-0999

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