Frequently Asked Questions
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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.
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.
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.
- Direct Energy is one of North America's largest energy and energy-related services providers.
- Direct Energy is a diverse, vertically-integrated, financially strong North American energy company that is growing.
- 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.
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.
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.
To become an authorized representative on a Direct Energy account, the current account holder must make this request by contacting our Customer Care center.
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.
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.
If you have an electricity emergency, call your local utility. This contact information can be found on the Contact Us page.
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.
Still Need Help?
In case of power outage or gas leak, please contact your local utility.
Heating & Cooling Repair
Heating & Cooling Sales
Home Energy Audit
Rental Water Heaters
Move Your Service
Attn: Customer Retention
P.O. Box 5200
Markham Industrial Park
Markham, ON L3R 2P2
Natural Gas Utility
Union Gas North
Union Gas South
Electricity & Gas - Sales and Customer Service
(Mon - Fri: 9:00am-5:00 pm EST)
Business Services - Sales
(24 hours a day, 7 days a week)
Business Services - Customer Service
(24 hours a day, 7 days a week)
Residential Energy, Corporate
12 Greenway Plaza Suite 250
Houston, TX 77046
80 Allstate Parkway
Markham, ON L3R 6H3
Small Business Energy & Large Business Energy
1001 Liberty Avenue, 12th Floor
Pittsburgh, PA 15222