General Information FAQs

Who is Direct Energy?

Direct Energy is one of North America's largest competitive energy suppliers of electricity and natural gas. We operate in Alberta, Texas, and many areas in the Northeast and Midwest Unites States.

To learn more about us, visit our About Us page.

How do I contact Direct Energy?

Texas customers

You can contact us by calling our customer care team toll-free at 1-888-305-3828 or by emailing ga-deonlinehelptx@directenergy.com.

Our customer care and chat representatives are available to assist you 24 hours a day, 7 days a week.

In addition, social media support is available Monday-Friday, 8:00 a.m. to 5:00 p.m. CT.

Customers outside of Texas

You can contact us by calling our customer care team or by emailing csdirectenergy@directenergy.com.

Our Customer Care representatives are available to assist you Monday – Friday 8:00 a.m. – 8:00 p.m. ET and Saturday 8:00 a.m. – 5:00 p.m. ET.

In addition, Live Agent Chat is available Monday-Friday, 9:00 a.m. to 7:00 p.m. ET. Agents will also monitor our social media pages during this timeframe.

What's the difference between Direct Energy and my local utility company?

Direct Energy and your utility work together to provide services for your specific area.

Direct Energy is a retail, or competitive, electric and natural gas provider. If you live in a deregulated area, you can shop for your own electricity and/or natural gas plans with suppliers like us to find the right rate and plan for you.

Your local utility is responsible for transmitting, connecting and disconnecting electricity or gas to your home and reading and maintaining your home's electric or gas meter. The utility also maintains the lines and other equipment used to transmit electricity or natural gas. In some areas, your utility may compete in the market, selling its own rates and plans to customers.

On your bill

If you choose to sign up for electricity or natural gas with a competitive supplier like Direct Energy, the company that sends you monthly bills will depend on where you live. You may be billed directly by your competitive provider or you may still receive your bill from your utility with your competitive provider listed as a line item.

Whether you buy electricity or natural gas with a competitive provider or your utility, your bill will include delivery charges from your utility. These charges cover the operational costs associated with maintaining the equipment that delivers electricity or natural gas to your home.

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