Billing Information Frequently Asked Questions for British Columbia, Billing Information

Billing Information FAQs

  • How can I receive assistance paying my Direct Energy bill?

    If you need to set up a Payment Arrangement for a bill, you should contact your local British Columbia utility company to make a plan to pay your balance.

    Natural Gas Distributor

    • Fortis BC - 1-800-663-9911

  • What do I do if I notice an error on my bill?

    If you have any questions about the specific natural gas charges on your bill from Fortis BC, please contact our Customer Care Team at 1-855-461-1926. If you have questions about your total bill, please contact Fortis BC at 1-800-663-9911.

  • Where do I send my payment after I switch to Direct Energy?

    You will continue to send payment for your monthly natural gas bill to Fortis BC.

  • Who do I contact to change my payment due date?

    You should contact Fortis BC at 1-800-663-9911 to request a change to your payment due date.

  • How do I understand my natural gas bill in British Columbia?

    When you sign up with a fixed-rate natural gas plan from Direct Energy in British Columbia, you will still receive that natural gas and your bill from FortisBC. This utility company serves approximately 1.1 million customers in more than 135 communities across British Columbia. They have provided helpful resources to help you understand your natural gas bill.

    FortisBC Natural Gas Bill

    As stated on the "Understanding Your Bill" page from FortisBC:

    • Delivery - The charge to deliver natural gas to your home through the FortisBC pipeline system. This includes the daily basic charge and delivery charge.
    • Commodity - The cost of the natural gas used to operate your gas appliances and heating equipment. In regions where Customer Choice is available, midstream charges are identified separately.
    • Franchise Fee - In some areas, a franchise fee is applied to customers? bills. This 3.09 per cent fee is on monthly charges, excluding tax. A franchise fee is a levy that FortisBC collects on behalf of some municipalities, and allows FortisBC the right to operate within a municipality's roadways. This fee gets passed on to the municipality, city, town or village you live in. When a franchise fee is applicable, the BC Utilities Commission (BCUC) has approved the collection and transfer of this fee.

    FortisBC has also provided this helpful video:

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