Cancellation service N°1 in Canada
Contract number:
To the attention of:
Cancellation Department – Direct Energy
P.O. Box 5200 Markham Industrial Park
L3R 2P2 Markham
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Direct Energy service. This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual notice period.
I kindly request that you take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper receipt of this request;
– and, where applicable, send me the final statement or balance confirmation.
This cancellation is sent to you by certified email. The sending, timestamping and integrity of the content are established, making it equivalent proof meeting the requirements of electronic evidence. You therefore have all the necessary elements to process this cancellation properly, in accordance with the applicable principles regarding written notification and contractual freedom.
In accordance with the Consumer Rights Act 2015 and data protection regulations, I also request that you:
– delete all my personal data not necessary for your legal or accounting obligations;
– close any associated personal account;
– and confirm to me the effective deletion of data in accordance with applicable rights regarding privacy protection.
I retain a complete copy of this notification as well as proof of sending.
Yours sincerely,
12/01/2026
Cancellation Direct Energy: Easy Method
What is Direct Energy
Direct Energy is a competitive energy retailer operating in parts of Canada that sells electricity and natural gas plans to residential customers, offering fixed- and variable-rate contracts, bundled (dual-fuel) options, and add-ons such as renewable energy. It works alongside the local regulated distributor for delivery, metering and emergency services while billing and contract terms are set by Direct Energy.
How to cancel Direct Energy
Below are practical steps; the recommended method is to notify Customer Retention in writing (registered letter) and keep proof of delivery. Online account cancellations are supported but must meet notice and contract rules. Cancelling through the App Store or Google Play is not applicable because those stores do not manage Direct Energy contracts.
- Prepare your account information: account number, service address, phone, and a copy of your contract or offer.
- Decide your cancellation method. Recommended: send a registered letter (raccomandata A/R) addressed to Customer Retention (see address in Section 12). Alternatively, use your Direct Energy online account to request cancellation - ensure you provide at least 30 days’ notice unless you are within a statutory cooling-off window.
- If you send a registered letter, include the desired cancellation date, reason (e.g., switching supplier, moving), and a request for written confirmation and final bill. Keep the mailing receipt and tracking number.
- If cancelling online, log in, follow the cancellation flow and request a written confirmation email; capture screenshots and save confirmation numbers.
- Keep records of all communications and the final bill. If you are switching to another retailer, provide the new supplier with a move-in date so billing and switching are coordinated.
What happens when you cancel
When you cancel, Direct Energy will continue to supply or bill until the contract end or your requested termination date (subject to required notice). If you switch to another retailer the local distributor controls the physical delivery; the switch date is coordinated between retailers and the distributor. Direct Energy will produce a final bill showing usage to the termination date and any applicable fees or credits. Your account details and historical billing remain stored for the period required by law and company policy; request copies if you need them for disputes.
Will I get a refund?
Refunds are uncommon beyond adjustments for billing errors or prepaid amounts. If you cancel within the statutory cooling-off period (typically 10 days after signing a new contract, 14 days for renewals), cancellation is without penalty and you would not pay an early-exit fee. If you cancel shortly after starting service, provincial rules may allow cancellation within a set window (for example, cancel within 30 days after the second bill without a fee in some jurisdictions). Outside those protections, Direct Energy’s contract may charge an early-exit fee (Direct Energy policy notes $150 per site or $300 for dual fuel), though provincial consumer protection rules (for example in Ontario) can cap residential exit fees (commonly up to $50). If you believe you are owed a refund (for billing error, duplicate payment or regulator-ordered adjustment), ask for a written explanation and follow up in writing; keep copies of all supporting documents.
Direct Energy plans and pricing
| Plan | Price | Period | Features |
|---|---|---|---|
| Rate of Last Resort (RoLR) - Regulated Electricity | 12.02 ¢/kWh (fixed) | Jan 1, 2025 - Dec 31, 2026 | Default fixed rate for customers not with a competitive retailer (includes 0.1 ¢/kWh consumer awareness surcharge) |
| 1-Year Simple One Fixed Electricity Plan | 6.49 ¢/kWh + $9.00/month admin fee | 1 year | Fixed electricity rate for 1 year; monthly admin fee |
| 2-Year Simple Two Fixed Electricity Plan | 6.49 ¢/kWh + $9.00/month admin fee | 2 years | Fixed electricity rate for 2 years; monthly admin fee |
| 3-Year Simple Three Fixed Electricity Plan | 6.99 ¢/kWh + $9.00/month admin fee | 3 years | Fixed electricity rate for 3 years; monthly admin fee |
| 1-Year Simple One Fixed Natural Gas Plan | $5.49/GJ + $9.00/month admin fee | 1 year | Fixed natural gas rate for 1 year; monthly admin fee |
| 2-Year Simple Two Fixed Natural Gas Plan | $5.59/GJ + $9.00/month admin fee | 2 years | Fixed natural gas rate for 2 years; monthly admin fee |
| 3-Year Super Flex Natural Gas Price Plan - Floating | Flow-through price + $2.00/GJ (winter cap $5.99) + $9.00/month admin fee | Yearly (variable) | Floating natural gas rate with winter cap; monthly admin fee |
| 1-Year Simple One Dual Fuel Plan | Electricity 6.49 ¢/kWh + Gas $5.49/GJ + $9.00/month admin fee | 1 year | Fixed electricity and gas rates for 1 year; bundled admin fee |
| Green Option - 100% renewable electricity add-on | C$0.40 per day (~C$12/month) | Monthly (add-on) | Supports renewable projects via RECs; includes promotional $25 cashback and $25 prepaid card |
Your consumer rights in Canada
Provincial consumer protection and energy regulator rules apply to energy contracts. In Ontario and Alberta, consumers generally have a 10-day cooling-off period after signing a new energy contract (14 days for renewals or extensions) during which you can cancel without penalty. If you cancel within 30 days after your second bill in some jurisdictions, you may avoid an exit fee. After those windows, early-exit fees may apply but are subject to provincial limits and disclosure requirements; for example, Ontario has an applied residential cap on cancellation charges in many circumstances (commonly up to $50). Retailers must provide a written contract, allow recorded consent where required, and follow regulator and consumer protection rules; keep copies of everything for dispute resolution.
Customer experiences
Customer feedback is mixed. Some customers report positive experiences with pricing and plan options. However, multiple reviews on public sites (Trustpilot, BBB) report issues such as billing errors, difficulty obtaining timely refunds or account closure confirmations, and dissatisfaction with customer service response times. These complaints are common reasons to insist on written confirmation and to keep all documentation when you cancel.
Documentation checklist
- Account number and full service address
- Copy of your contract or sales agreement
- Most recent bill(s) and meter reads
- Government-issued ID and contact details
- Desired cancellation/switch date and new supplier details (if applicable)
- Proof of prior contract or move-in/move-out documentation (if requesting fee waiver)
- Registered letter receipt or screenshots/emails of online cancellation and confirmation
Common mistakes
Customers often assume they can cancel a Direct Energy retail contract through the App Store or Google Play - those stores do not manage the contract and cannot complete a cancellation. Another frequent mistake is not providing the required notice (Direct Energy requests at least 30 days) or not using a traceable delivery method when sending written cancellations; this makes disputes harder to resolve. Expecting an automatic refund without requesting an explanation or written confirmation can postpone resolution. Finally, some customers pay exit fees without checking provincial protections or whether an exception (cooling-off, prior contract overlap) applies.
Comparative recap
| Method | Refund | Difficulty |
|---|---|---|
| Web / Online account | Possible (subject to cooling-off and contract terms); you must provide required notice and confirm final charges | Medium - quick but confirmatory proof and 30 days’ notice recommended |
| Registered letter (recommended) to Customer Retention | Possible and often clearer to document; refunds or fee waivers handled per contract and provincial rules | Low - strongest proof of delivery and date, recommended for disputes |
| App Store / Google Play | Not applicable - App Stores do not cancel Direct Energy contracts | High (ineffective) - will not stop billing or serve as contract termination |
After cancelling
After you submit cancellation, expect a written confirmation and a final bill. Keep all confirmation numbers, registered-mail receipts, and screenshots. If you do not receive confirmation within a reasonable time, follow up by phone and in writing; escalate to the regulator if unresolved. For more information and to file complaints or get consumer guidance, see Direct Energy’s support pages and provincial regulator resources: Direct Energy Canada, Ontario Energy Board (consumer info), and Alberta Utilities Commission. If you face billing errors or undue delays on refunds, keep a clear chronology of events and evidence to expedite resolution with the company or regulator.
Address
Direct Energy Attn: Customer Retention P.O. Box 5200 Markham Industrial Park Markham, ON L3R 2P2 Canada
Note: Prefer sending cancellations by registered letter (raccomandata A/R) to Customer Retention. Calgary P.O. Boxes are general mailing addresses for payments or regulated enquiries and may not route cancellation letters directly to retention or dispute teams.