Direct Energy

CUSTOMER SERVICE

Understanding Your Bill

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We've got the ins and outs of your bill statement.

What is the difference between ATCO and DERS?

ATCO Gas and ATCO Electric are the utility companies in Alberta who deliver electricity and gas to your home, maintain the electricity wires and gas pipelines, respond to emergencies and outages, and read your meter. Direct Energy Regulated Services is the regulated rate provider who does not own or operate any part of the distribution but purchases electricity and gas on behalf of the customer and provide billing and customer service.

Who do I contact if I have an emergency?

If you have a Natural Gas or Electricity emergency please contact your Natural Gas Distributor or your Electric Wire Service Provider.

  • ATCO Gas Emergency Response 1-800-511-3447 (24 hr)
  • ATCO Electric Emergency Response 1-800-668-5506 (24 hr)
  • EPCOR Emergency and repair, Edmonton 412-4500
  • AltaGas Utilities Emergency Number (24 hrs) 1-866-222-2068
  • ENMAX Power Distribution Service Inquiries, Power Outages, Emergency and Repair 1-877-579-7999
  • Fortis AlbertaPower emergency and repair 310-WIRE (9473)

Budget payment plan - what is it?

Budget Payment Plan allows you to pay your statement in equal installments each month. Your budget payment amount may be based on an estimate of your energy consumption and will start up to three billing cycles after becoming a Direct Energy customer.

What territories does Direct Energy Regulated Services provide Gas to?

Check to See if we Service Your Area

How does Direct Energy Regulated Services determine the cost for gas?

The regulated natural gas rate is the rate you pay for natural gas if you have not chosen to enter into a contract with an energy retailer.

The natural gas rate is based on two things: a forecast of market prices for the upcoming month and the amount that has been over- or undercollected from previous months. Near the end of each month, a natural gas rate for the upcoming month is filed with the AUC for review.

Why do Natural Gas rates fluctuate monthly?

The price of natural gas in Alberta is impacted by many different factors, including supply and demand, the economy, world events and weather. Unusually hot or cold temperatures or changes in weather patterns can affect energy rates - as can extreme weather such as hurricanes.

What are the Production Rider and the Storage Rider? (ATCO Gas South Only)

The Production Rider relates to the difference between the market value of the gas produced from the production facilities owned by ATCO Gas in the south and the royalty cost of gas.

The Storage Rider relates to the use of the storage facility owned by ATCO Gas in the south by third parties.

ATCO Gas does not own production or storage facilities in the North, so there is no Production Rider or Storage Rider for their North customers.

What are my energy options?

The Alberta Government has made a commitment to fostering a competitive energy market in the province. They're doing this by giving Albertans the opportunity to choose their retailer - either by signing up for a competitive contract or staying on the regulated rate.

There are a number of energy retailers in Alberta offering a variety of natural gas and electricity price protection plans, which protect customers against rising prices. A list of energy retailers can be found at www.ucahelps.gov.ab.ca or by calling In Alberta, 310-4-UCA (310-4822), Outside Alberta, (780) 644-5130.

How much energy does the typical customer use?

A typical residential customer uses approximately 119 gigajoules of Natural Gas in one year.

Natural gas consumption for a typical residential customer - GJ

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total
20 16 15 9 6 3 2 2 5 9 14 18 119

Why does the market price for electricity fluctuate?

Like a lot of things, electricity prices are influenced by supply and demand. Here's an example of how this works: Recently, Alberta has seen an increase in population. With this population increase, there has been an increase in electricity demand. But if demand for power increases, and there are no new power plants built, electricity prices will increase simply because the demand is higher while supply remains the same.

Another example: In Alberta, natural gas-fired generators are often used. Since power prices are also determined by the cost of raw materials used to create electricity, higher natural gas prices may result in higher electricity prices.

What is the Regulated Rate Option for Electricity?

The Regulated Rate Option (RRO) is a regulated electricity rate available to all eligible customers. The Alberta Utilities Commission (AUC) approves the rate calculation. If you have not chosen a competitive electricity retailer - and are eligible - then you're automatically an RRO customer. The RRO rate changes every month.

Who is eligible for the Regulated Rate Option?

Anyone who consumes less than 250,000 kWh per year is eligible. The average household uses approximately 7,600 kWh per year.

How is the Regulated Rate Option determined?

The Regulated Rate Option (RRO), is decided under a predetermined price-setting plan that was approved by the Alberta Energy and Utilities Board (EUB) which is now called the Alberta Utilities Commission (AUC). In 2006, the RRO changed to include an annual increase in the portion of electricity that reflects current monthly market-based prices. Today, 100% of the rate reflects monthly market-based prices. This means rates may be more unpredictable month to month, due to factors such as weather, the economy, supply and demand and fuel costs.

Were consumers represented in determining the Energy Price Setting Plan?

Yes. Direct Energy Regulated Services negotiated with consumer group representatives to arrive at the energy price setting plan. The negotiations were conducted under the EUB's Negotiated Settlement Guidelines, and an EUB observer attended all meetings.

What choices do you have?

You have a choice when it comes to your energy supplier. You can choose to remain on the RRO, or you can select an energy retailer. There are a number of energy retailers in Alberta offering a variety of pricing plans. A list of energy retailers can be found at www.ucahelps.gov.ab.ca or by calling 310-4-UCA.

What territories does Direct Energy Regulated Services provide Electricity to?

  • Northwest Region
  • Beaverlodge
  • Fairview
  • Falher
  • Fort Vermilion
  • Fox Creek
  • Grande Cache
  • Grande Prairie
  • High Level
  • Jasper
  • Manning
  • Peace River
  • Rainbow Lake
  • Spirit River
  • Valley View
  • Northeast Region
  • Bonnyville
  • Cold Lake
  • Fort Chipewyan
  • Fort McMurray
  • Fox Creek
  • High Prairie
  • Red Earth
  • Slave Lake
  • Smoky Lake
  • St. Paul
  • Swan Hills
  • Valleyview
  • Wabasca
  • Southeast Region
  • Castor
  • Consort
  • Drumheller
  • Forestburg
  • Hanna
  • Lloydminster
  • Oyen
  • Stettler
  • Three Hills
  • Two Hills
  • Vegreville
  • Vermilion

Why am I getting an Energy bill from Direct Energy Regulated Services?

The EUB approved the transfer of ATCO Electric's and ATCO Gas' regulated retail businesses to Direct Energy Regulated Services. This means that Direct Energy Regulated Services sends you a bill for the energy you use. ATCO Gas and/or ATCO Electric continues to deliver safe, reliable energy to your home, farm or business. Direct Energy Regulated Services has the responsibility for supplying energy to you at the regulated rate, for sending you your bill, and for answering your questions about your bill.

Can I get my Natural Gas and Electricity charges on one bill with Direct Energy Regulated Services?

Not at this time. Direct Energy Regulated Services does not offer this service.

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