Direct Energy gives customers choice, simplicity, and innovation where energy, data, and technology meet. We empower our customers with simple solutions to track, understand, and control the electricity and natural gas they use.
We've been around for decades and are proud to serve our community with a variety of plans to meet the needs of our customers.
Company overview
Direct Energy is one of North America's largest retail providers of electricity, natural gas and home and business energy-related services with a history of impressive growth.
The North American headquarters are located in Houston, Texas, with regional offices across the U.S. and Canada. Direct Energy is proud to serve customers in Texas, select states in the Northeast, the District of Columbia and the Canadian province of Alberta.
Everyday innovation
Sophistication meets simplicity with our everyday innovations that help guide your home or business to energy efficiency, improved functionality and potential monetary savings. Creating a smarter space is not confined to confusing, high-tech elements. Instead, Direct Energy and our tech partners champion connected living for all lifestyles by seamlessly integrating accessible, practical tools and resources into your daily routines.
Making a difference
Just as adjusting your thermostat can make a difference on your energy consumption, small contributions can make a difference for the people and communities around us who might need a helping hand. Direct Energy believes in contributions big and small, and our corporate philosophy breeds responsibility through corporate and employee initiatives.
Working at Direct Energy
We're thinking about tomorrow, for both our customers, and our employees. At Direct Energy, when you dedicate your time and talents to us, we invest in your growth and development. We offer unique opportunities across any career stage, and invite motivated professionals with wide-ranging backgrounds and experiences to explore how you might collaborate with our teams.
Terms of use
Introduction
You have accessed the website of Direct Energy, LP and its parents, subsidiaries and affiliates ("Direct Energy". For purposes of these Terms of Use, the "Site" includes the website of Direct Energy (www.directenergy.com). Please read these Terms of Use carefully before using the Site. By accessing and browsing the Site, you agree to these Terms of Use with Direct Energy. If you do not agree to all of these Terms of Use please exit from this site immediately.
The Site is comprised of various documents and web pages created and maintained by Direct Energy. While accessing and using the Site, you may be able to order services or pay bills online or conduct other business with Direct Energy through the Site (the "Services". The Site and the Services are offered to you on the condition that you accept, without modification, the terms and conditions contained in this document. Your use of the Site and any Services constitutes your agreement to all such terms and conditions.
Direct Energy may revise and update these Terms of Use at any time without notice. Please periodically review the Terms of Use posted at this website. Your continued use of the website will mean acceptance of those changes.
The terms "Direct Energy" "Company" "we," and "our" are used in this site for purposes of convenience and are intended to refer to Direct Energy and/or its affiliates, subsidiaries or related parties either individually or collectively, as the context may require. These references are not intended to suggest that the various Direct Energy companies referred to are not independent corporate entities having separate corporate identities and management.
Communication and privacy
Direct Energy owns the Site. If you have any questions about our website Terms of Use and Policies, you may contact us:
By email:
Customer Service (csdirectenergy@directenergy.com)
By mail:
Direct Energy
c/o General Counsel
910 Louisiana St
Houston, TX 77002
We know that many visitors to our site are concerned about the information they may provide and how we may use that information. Our Privacy Statement governs the collection, use, retention and disclosure of information we gather from the Site, and is available on the Site.
No solicitation
The information provided through the Site is intended solely for the general knowledge of visitors to the Site and does not constitute an offer or a solicitation of an offer for the purchase or sale of any shares or other securities of Direct Energy. The information contained in this website does not constitute advice or an offer to sell or deal in any securities and must not be relied upon in connection with any investment decision.
Currency and accuracy of information
Although Direct Energy makes reasonable efforts to ensure that the information provided through the Site is current and accurate, Direct Energy makes no representations or warranties as to the accuracy, reliability, completeness or timeliness of such information. All information is provided "as is" without any representation, warranty or condition as to its accuracy or reliability.
Certain documents and other materials on the Site, including presentations and documents filed by Direct Energy with regulatory authorities of selected jurisdictions and listed and/or linked to the Site, speak only as of the dates on which such documents and materials were filed or otherwise used by Direct Energy. The contents of such documents or materials may become out-of-date, however, Direct Energy makes no commitment and disclaims any duty to update those documents and materials.
Intellectual Property
The Site and its contents are protected by copyright, trademark and other proprietary rights of Direct Energy or third parties. Direct Energy names and logos, and all related product and service names, design marks and slogans are the trademarks or service marks of Direct Energy. Except as expressly permitted herein, no portion of this website or its contents, including trademarks, logos and service marks, may be reproduced, displayed or used in any form, or by any means, without prior written permission from Direct Energy or the applicable third party.
Direct Energy hereby grants to you a non-exclusive and non-transferable license to view and print documents and web pages located on the Site for non-commercial or educational use within your organization only, subject to the following conditions:
The material may only be used for non-commercial purposes;
The copies must retain any copyright or other intellectual property or proprietary notices contained in the original material;
The products, technology or processes described on the Site may be the subject of other intellectual property rights reserved by Direct Energy or by other third parties. No license is granted in respect of those intellectual property rights;
and Images, tables and drawings on this site are protected by copyright and may not be reproduced or appropriated in any manner without written permission of their respective owner.
The information and content on the Site shall not be used for any other purpose. The documents and web pages on the Site may not be reproduced, republished, retransmitted, sold, modified or exploited in any other way.
No other use of the information is authorized. Except as specified above, nothing contained herein shall be construed as conferring by implication, estoppel or otherwise, any license or right under or to any intellectual property right including, without limitation, any patent, trademark, service mark or copyright of Direct Energy or of any third party. Direct Energy and/or any third party owner of such rights retain all such rights. Direct Energy reserves the right to require you to delete, destroy or otherwise remove any content that is used in a manner that in Direct Energy's sole opinion is contrary or otherwise inappropriate, derogatory or offensive.
You agree that any person to whom the content is provided directly or indirectly through you, will be advised of the terms of this Agreement, and that each such person is bound by these terms. You may in no way modify, reformulate, adapt, alter, adjust, change, disassemble, frame or decrypt any of the contents of the Site.
Use of the Site
You may use the Site for lawful purposes only. You are prohibited from use on the Site, or transmitting to or through the Site, any unlawful, threatening, obscene, defamatory, libelous, harassing, pornographic, hateful or ethnically, racially or otherwise objectionable material, or any material that would contribute to a civil or criminal offense, otherwise violates any law, or which infringes on any intellectual property right.
Any information submitted or communicated to Direct Energy through use of the Site or Services that does not include personal information or data about you is non-confidential and non-proprietary and Direct Energy may, without compensation to you, incorporate, distribute or otherwise use such information for any commercial or non-commercial purpose. Direct Energy is under no obligation to use or post any such information and may remove any information it does post at any time in its sole discretion. Any personal information or data submitted to Direct Energy through use of the Services or Site is governed by the terms of the Privacy Statement.
Direct Energy may provide software for download or use on the Site. Any software provided on the Site is protected by copyright law and governed by the terms of the end user license agreement that accompanies such software. You may not install or use any software that is governed by an end user license agreement unless you first agree to the terms of the end user license agreement.
Disclaimer of Liability
The Site contains general information and may contain errors, omissions and inaccuracies. Direct Energy assumes no liability or responsibility for any such errors, omissions or inaccuracies or any other limitation that may arise in relation to the Site. The Site content should not be relied upon for any personal, commercial or financial matters and you should consult an appropriate professional for advice based on your specific circumstances. Direct Energy may make modifications and/or changes to the Site at any time without notice.
THE SITE IS PROVIDED "AS IS " AND "AS AVAILABLE" AND IS USED BY YOU STRICTLY AT YOUR SOLE RISK. DIRECT ENERGY MAKES NO REPRESENTATIONS OR WARRANTIES ABOUT THE SUITABILITY, RELIABILITY, AVAILABILITY, TIMELINESS OR ACCURACY OF THE INFORMATION CONTAINED ON THE SITE. ALL SUCH INFORMATION IS PROVIDED WITHOUT WARRANTY, REPRESENTATION OR CONDITION OF ANY KIND, EITHER EXPRESSED OR IMPLIED. DIRECT ENERGY MAKES NO WARRANTIES OR REPRESENTATIONS WITH RESPECT TO ERRORS OR OMISSIONS THAT MAY BE CONTAINED IN THE SITE CONTENT, THE ACCURACY OF THE SITE CONTENT, OR THAT THE SITE CONTENT IS VIRUS-FREE.
THE USER ASSUMES ALL RESPONSIBILITY AND RISK FOR THE USE OF THE SITE AND THE INTERNET GENERALLY. DIRECT ENERGY DISCLAIMS ALL CONDITIONS, WARRANTIES, REPRESENTATIONS OR ENDORSEMENTS, EXPRESS OR IMPLIED, WITH REGARD TO THE INFORMATION ACCESSED FROM, OR VIA, THE SITE OR THE INTERNET, INCLUDING, BUT NOT LIMITED TO, ALL IMPLIED CONDITIONS, REPRESENTATIONS OR WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT AND ALL WARRANTIES, REPRESENTATIONS AND CONDITIONS IMPLIED BY STATUTE. Some jurisdictions may not allow the exclusion of implied warranties, therefore, some of the above exclusions may not apply to you.
DIRECT ENERGY DOES NOT ASSUME ANY LEGAL LIABILITY OR RESPONSIBILITY FOR THE ACCURACY, COMPLETENESS, OR USEFULNESS OF ANY INFORMATION, APPARATUS, PRODUCT OR PROCESS DISCLOSED ON THE SITE OR OTHER INFORMATION ACCESSIBLE FROM THE SITE INCLUDING AVAILABLE FROM ANY LINKS.
IN NO EVENT SHALL DIRECT ENERGY BE LIABLE FOR ANY SPECIAL, INDIRECT, PUNITIVE OR CONSEQUENTIAL DAMAGES OR ANY DAMAGES WHATSOEVER RESULTING FROM LOSS OF USE, DATA, REVENUE OR PROFITS, WHETHER RESULTING FROM AN ACTION OF CONTRACT, INTELLECTUAL PROPERTY INFRINGEMENT, NEGLIGENCE OR OTHER TORT OR CLAIM, ARISING OUT OF OR IN CONNECTION WITH THE USE OR RELIANCE UPON THE INFORMATION ON THIS SERVER, SITE OR THE INTERNET GENERALLY.
IN ALL OTHER CIRCUMSTANCES, DIRECT ENERGY'S AGGREGATE AND COMPLETE LIABILITY TO YOU OR ANY THIRD PARTY, HOWEVER ARISING, SHALL BE LIMITED TO A MAXIMUM OF $10.00 (USD).
References and links to third party Sites
The Site may refer to other individuals, companies, entities, organizations, products or services. Such references do not and shall not imply any endorsement or recommendation by Direct Energy of such individuals, companies, entities or organizations or their products or services. The Site may contain links and other references (collectively the "Links"to other websites. These Links are supplied to you merely as a convenience and the inclusion of any Link does not imply any approval or endorsement or recommendation of that third party or their related information, products or services or any link contained in a Linked site, or any changes or updates to a Linked site. Direct Energy is providing these Links as a convenience, and the inclusion of any link does not imply endorsement by Direct Energy of the site or any association with its operators.
Links to this Site may also be provided from other sites either known or unknown to Direct Energy. Access to any other website linked to or from the Site is at your own risk. Direct Energy has not reviewed and is not responsible for the content of any third party sites linked to or from the Site and does not make any representations regarding the content or accuracy of materials on such third party sites.
You accept all risks, losses and damages that result from your use of the forgoing referenced entities, products, services and Links.
Additional terms
Direct Energy may revise and update these Terms of Use at any time without notice. It is your obligation to review these Terms of Use from time to time to ensure that you agree with such terms, as modified. If you do not agree with such modified terms you are required to stop using the Site.
If any part of this agreement is found to be invalid or unenforceable by a court of competent jurisdiction pursuant to any applicable law then such invalid or unenforceable term will be deemed struck from these Terms of Use. In any event, the remaining provisions in these Terms of Use shall continue in full force and effect.
Jurisdiction and arbitration
Access to this website is governed by all applicable federal, state and local laws, and, in the case of users resident outside of the United States, you may also be subject to additional laws of the country where you reside. You are responsible for compliance with the laws of your jurisdiction and other applicable law.
Acceptance of Terms of Use
Direct Energy maintains the Site to provide you with Services and information about Direct Energy. By using the Site, you agree that you have read, understood and agree to be bound by these Terms of Use. If you do not agree to the Terms of Use, do not use the Site.
This agreement constitutes the entire understanding and agreement between you and Direct Energy with respect to the Site and your use of same.
Direct Energy privacy policy
Last modified: February 1, 2024
Introduction
Direct Energy ("Company" "We" “Us” “Our”) respects your privacy and is committed to protecting your personal information.
We know that you care how information about you is collected, used, and shared. We appreciate that you trust us with your information. This Privacy Policy (“Policy”) outlines the information we may collect about you or that you may provide to us and discloses our practices for collecting, using, retaining, and sharing your information. In addition, this Policy describes choices you may have to control your information and your privacy preferences. We will not use or share information except as specified in this Policy or as permitted by law.
We note that Direct Energy operates in multiple states, and each state may have different laws governing how we may collect, use, and share your information. This Policy generally describes our practices, and it contains links to additional information about certain states in which we operate, which may not apply to you.
Application of privacy policy
This Policy applies to the use of our products, services, websites, devices, and online portals or mobile applications offered by Direct Energy and our affiliates and the information collected by us or our service providers as described below.
This Policy applies to information collected:
On our websites (“Website”).
When you enroll for service with us, or purchase or use our products and services.
Through our mobile and desktop applications that you may download from this Website or other sources (our “apps”), which provide dedicated non-browser-based interaction between you and the Website.
When you interact with our advertising and applications on third-party websites and services, if those applications or advertising include links to this policy.
When we interact with you via phone calls, text messaging, chats, emails, webforms, or social media.
Please read this Policy carefully to understand our practices regarding your information and how we treat it. This Policy may change from time to time (see Policy Changes). Your continued use of this Website or our products and services after we make changes is understood as your acknowledgment of those changes, so please check the Policy periodically for updates.
Additional privacy disclosures may be provided that are specific to a product or service. In the event of any conflict between this Policy and any product- or service-specific privacy disclosures, the more specific disclosures will control with respect to that product or service.
In this Policy, “Personal Information” means information that directly identifies an individual (such as a name) or that is associated with an identified individual (such as a home or work address linked with a name), or information that can be used to identify a specific individual, without too much effort (such as a mobile phone number or home address).
If there are sections of this Policy where we refer to “personal information,” as the term may be defined differently under a specific applicable law or regulation, we will let you know.
Information we collect about you and how we collect it
We collect Personal Information about you in connection with our products and services, in order to provide our products and services to you, and to help us improve and provide you with the best possible experience. When using our Website or our products and services, you may be prompted to create an account which will store your name, mailing address, service address, email address, telephone number, credit card or other payment account information.
By providing us Personal Information, you agree that you are authorized to provide that information and accept this Policy and any supplementary privacy statement that may be relevant to you. If you do not agree with our practices, please do not register, subscribe, create an account, or otherwise interact with our products and services, Website or mobile-device applications.
Information we collect. We may collect several types of information about you including, for example:
Personal Information such as your name and contact information or other identifying information, like your postal address, e-mail address, telephone number, Social Security number, driver’s license number, credit and financial information, account numbers, billing and credit or payment history, demographic information, geolocation data, and/or distribution utility account numbers or meter identification numbers.
Information that is about you but does not identify you [such as your energy usage data, aggregated information, demographic information] (which is referred to as “Non-Identifying Information”).
Information about your internet connection including your IP address, the equipment you use to access our Website or other services, and usage details (which is referred to as “Usage Information”).
For job applicants, we may also collect your education details, reference information, and employment history.
How we collect information. We may collect your information in one or more of the following ways:
Directly from you through your interactions with us via phone calls, text messaging, chats, emails, webforms, or social media and use of our products and services;
When you subscribe to our marketing materials, enroll for service with us, or use our products or services;
Automatically as you navigate through our Website (See Information We Collect Through Automatic Data Collection Technologies below);
From third parties or publicly available sources (e.g., from social media services, forums, commercially available services); and
When you apply for a job with us.
The information we collect from you on or through our Website or apps may include:
Information that you provide by filling in forms including online registration forms, subscribing to or enrolling for our service, posting material, or requesting further services. We may also ask you for information when you enter a contest or promotion sponsored by us, and when you report a problem with our Website or provide online feedback on your experiences with our products/services.
Records and copies of your correspondence (including email addresses) if you contact us.
Your responses to satisfaction surveys that we might ask you to complete for research and information purposes.
Details of transactions you carry out through our Website or apps, and of the fulfillment of your orders. You may be required to provide financial information before placing an order, making a purchase, or enrolling for service through our Website.
Referral contact information for friends or relatives from you to forward promotional opportunities or other information on our Website. This personal referral information you provide to facilitate this communication is used on a one-time basis and is not further retained by Direct Energy, except in circumstances where we obtain consent from the people you have referred to receive communications from us or when they subscribe for our products or services.
Information we collect through automatic data collection technologies
Like many websites and online services, we use “cookies” and other tracking technologies such as web beacons and pixel tags (collectively “Automatic Data Collection Tools”) to personalize your use of our Website and to provide you with a better and faster user experience. We allow our service providers to utilize Automatic Data Collection Tools for analytic and marketing purposes. Some of the Automatic Data Collection Tools we use are associated with your customer account and others are not. We may use “session cookies” (cookies that last until you close your browser) or “persistent cookies” (cookies that last until you or your browser delete them).
We also automatically collect Usage Information and other technical information about how you use and navigate our Website, apps or other online services, such as your IP address, equipment you use to access online services (such as a browser or mobile device), time of your use, what features are used, how long you spend on our online services and other “clickstream” information.
If you are concerned about the use of Automatic Data Collection Tools, you may be able to direct your browser to reject cookies or to notify you and seek approval whenever a cookie is being sent. You may also delete a cookie manually through your browser or other programs. If you are using a mobile or wireless device to access our Website, your mobile or wireless carrier may use cookies or unique identifier headers to transmit certain information about you to third parties. Contact your mobile or wireless carrier to change or opt out of such setting if possible. Note that some parts of our Website may not function properly or may not be available to you if you refuse to accept a cookie or choose to disable the acceptance of cookies.
Online behavioral advertising is automated, customized advertising that you see when using online services, like ads in mobile Apps or on websites. Those ads are served to you based on inferences about your interests. Those interests are determined from data collected about you, whether by us or other parties. In addition, some content or applications, including advertisements, on the Website are served by third parties, including advertisers, ad networks and servers, content providers, and application providers. These third parties may use cookies to collect information about you when you use our Website. The information they collect may be associated with your personal information or they may collect information, including Personal Information, about your online activities over time and across different websites and other online services and they may use this information to provide you with interest-based (behavioral) advertising or other targeted content.
We do not control these third parties' tracking technologies or how they may be used, and we do not control third parties' collection or use of your information to serve interest-based advertising. If you have any questions about an advertisement or other targeted content, you should contact the responsible provider directly. If you do not wish to participate in interest-based advertising via third party advertising networks or to opt out of the use of certain tracking technologies, click here and follow the simple opt-out process.
Certain browsers may offer you the option of providing notice to websites that you do not wish for your online activities to be tracked for preference-based advertising purposes (referred to as “Do Not Track Signals” or “DNT Notice”). Unfortunately, given the lack of standardization among browsers and interest-based advertising technology, DNT Notices may not effectively accomplish this goal. For this and a variety of other reasons, with respect to our Website, we do not take any particular action based on browser based DNT Notices.
How we use your information
We may use your information to provide you products and services and to manage and support our business functions, as follows:
To fulfill your requests for products or services and to service your account. This may include enrolling you as a customer, providing access to and managing your account, determining your eligibility to receive certain services including obtaining credit approval, providing customer service, and enhancing your customer experience, and billing and collections.
To communicate with you or your authorized representative, including responding to your requests and questions, notifying you about changes that may affect your products and services, and sharing important information or alerts.
For operational purposes (including but not limited to product and service development and delivery; managing our communications; marketing and advertising, including providing personalized ads and web content and conducting market research, and determining the effectiveness of our sales, marketing and advertising efforts; analyzing and enhancing our products, services, Website and apps; ensuring the security of our networks and information systems; providing technical support; performing accounting, auditing, invoicing, reconciliation and collection activities; payment processing; data processing and management; improving and maintaining the quality of our customer service; and evaluating or conducting a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of our assets);
To personalize our service offerings and Website and inform you of our products and services, in some cases, other than those that you have specifically requested, including targeted offers and ads through our Website, third-party sites, and via email or text message (with your consent or as permitted by law);
To comply with legal or regulatory requirements or with legal process including subpoenas, court orders or search warrants, and as otherwise authorized or required by law;
To monitor and record any communications we have with you, including phone conversations (in compliance with applicable laws), chat sessions, and emails to ensure we're providing you with quality service and meeting our regulatory and legal responsibilities;
To investigate or prevent illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person or violations of the terms and conditions of using our Website or our products and services;
To enable your participation in programs, promotions, sweepstakes, contests, games, special events, blogs and chats if you choose to participate;
In connection with a job application or inquiry for employment consideration; and
Data analytics.
We may collect, use, or share your information for other reasons, which will be described to you upon the collection of the information.
Disclosure and sharing of your information
We do not sell or rent your information, but we may share or disclose your information with our affiliates, service providers, or other third parties that work with us as described below. For any purpose not specified in this Policy, we will provide specific notice or ask for your consent before we share your Personal Information.
Sharing information with our affiliates
Direct Energy may share your information with our affiliates for purposes described in this Policy, including marketing products or services that may be of interest to you. When required by law or regulation, we will provide you with specific notice or ask for your consent before we share your information with our affiliates.
You can learn more about our affiliates by going to www.nrg.com. For information collected under this Policy, we require our affiliates to use, share and protect the information consistent with this Policy including honoring your communications preferences for marketing of their products and services, whether you have consented to receive advertising communications and other offers from us, and any exercise of your privacy rights under applicable law.
For more information about the controls you have and to opt out of sharing your information, see Your Choices and Privacy Controls
Sharing information with third parties
We may share your information with our contractors and vendors that support products or services provided to you or that perform services for us, including marketing on our behalf. Those vendors are prohibited from using your information for any purpose other than to perform those services, and we contractually require them to protect the confidentiality and security of any data they receive from us consistent with this Policy.
With your consent, we may share your information with third-parties, other than our affiliates, to market their products or services to you. For more information about the controls you have and to opt out of sharing your information, see Your Choices and Privacy Controls.
We may also share your information with other companies and entities, such as government agencies, credit bureaus and collection agencies, where permitted or required by law. This may include:
To a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of Direct Energy’s assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which your information held by Direct Energy about our Website users and customers is among the assets transferred;
Complying with court orders, subpoenas, lawful discovery requests and as otherwise authorized or required by law or regulation. Like all companies, we are required by law to provide information to government and law enforcement agencies, as well as parties to civil lawsuits;
Detecting and preventing fraud or other illegal or unauthorized activities;
Providing or obtaining payment for your service;
Performing required market transactions or facilitating the provision of electric delivery service;
Ensuring proper operation and security of technology;
Notifying, responding, or providing information (including location information) to a responsible governmental entity in emergency circumstances or in situations involving immediate danger of death or serious physical injury; and/or
Enforcing our legal rights, protecting our property, or defending against legal claims.
We may also use and disclose deidentified or aggregated information about our customers and Website users, as information that does not (and cannot reasonably be used to) identify any individual, without restriction, for any lawful purpose.
Your choices and privacy controls
You can manage your privacy choices about how we contact you and how we use or share your information by sending us an email at deonlinehelptx@directenergy.com for Texas or csdirectenergy@directenergy.com for all other states, or by visiting your online customer account (Texas / Northeast-Midwest). You also have choices about how certain third parties and advertisers use your information, including how we use and share your information for advertising, marketing and analytics. When making changes, please allow sufficient time for your preferences to be processed.
Communication preferences
You may update your preferences to receive marketing offers and other information from us, however, even if you opt-out we may continue to contact you with service and account related information or other non-marketing communications.
Email: You can opt-out of marketing emails by following the unsubscribe links or instructions included in marketing email.
Text messages: You can opt-out of receiving text messages from us at any time by texting “STOP" to any message.
Mobile applications: you may opt-out of receiving notifications through our mobile applications by either selecting the option to “not allow” on the notification prompt or disabling them through the Settings function on your mobile device.
Telemarketing: Ask to be removed from our consumer telemarketing lists by contacting us at 1-888-549-0173, or by sending an e-mail to deonlinehelptx@directenergy.com for Texas or csdirectenergy@directenergy.com for all other states. You also can ask the Direct Energy representative to remove you from our telemarketing lists when you receive a marketing or promotional call from us. In addition, the National Do Not Call Registry gives you a choice about whether to receive telemarketing calls at home. For more information, go to donotcall.gov. Some states in the United States may also maintain their own Do Not Call Registry. Putting your number on these registries may limit telemarketing calls that you receive.
For the state of Texas, the Public Utility Commission of Texas (“PUCT”) has established two do-not-call lists. You can indicate to the PUC that you do not wish to receive telephone solicitations from providers of electric service regarding your choice of service provider by placing your name, address, and telephone number on the electric do-not-call list. You can indicate that you prefer not to receive any telephone solicitations by placing your name, address, and telephone number on the statewide do-not-call list. For more information or to register your name, address, and telephone number on the do-not-call lists you may use one of three different methods.
Online – texasnocall.com
By phone – call toll-free 888-309-0600
By mail – write to Texas No Call, 100 Summer Street Suite 800, Boston, MA 02110, or find a printable registration form at https://www.texasnocall.com
Sharing your information for marketing or advertising
If you do not want us to share your Personal Information with third parties or our affiliates for promotional purposes, you can opt out by sending us an email to deonlinehelptx@directenergy.com for Texas or csdirectenergy@directenergy.com for all other states stating your request, or by visiting your online customer account (Texas / Northeast-Midwest).
Accessing and correcting your information
You can review and change your Personal Information by emailing us at deonlinehelptx@directenergy.com for Texas or csdirectenergy@directenergy.com for all other states and/or by visiting your online customer account (Texas / Northeast-Midwest).
Subject to applicable law, you may have rights to request access to, correct, or delete your Personal Information, or to object to certain processing of your Personal Information. If you have such rights under applicable law, you may send us requests to exercise those rights by email at deonlinehelptx@directenergy.com for Texas or csdirectenergy@directenergy.com for all other states, or you may submit a request online here.
Please understand that we may not be able to delete your Personal Information except by also deleting your account, which may require cancellation of products or services that we provide to you. In addition, we may not accommodate a request to change Personal Information if we believe that doing so would violate any law, legal requirement or rights of another person, or cause the information to be incorrect.
When making a lawful access, correction, deletion or other request, we may require additional information from you or take other steps to verify your identity and your right to access the Personal Information we hold about you. This is done to protect your privacy and maintain security. We may charge you a reasonable fee in instances that require a disproportionate effort, but we will advise you of any fee in advance. We may decline to process requests that are frivolous or unreasonably repetitive or burdensome, risk the privacy or impact the rights of others, or are extremely impractical.
How we protect your information
Data security
Protecting your information is a top priority, and we have implemented physical, administrative, and technical safeguards and security measures we consider reasonable and appropriate to protect against the loss, misuse and alteration of Personal Information under our control. However, the internet and electronic communications always involve risks to Personal Information. Safeguards cannot prevent all loss, misuse or alteration of Personal Information, and we cannot guarantee the security of information we hold. In the event your information is compromised, we will notify you in the most expedient time reasonable under the circumstances and where required under law. We also review our security procedures periodically to consider appropriate new technology and updated methods to safeguard your information and our systems.
Data storage, retention and disposal
The information we collect may be processed and stored in the United States or in other countries where we or our affiliates or service providers process our data. We take steps to ensure that data is processed according to this Policy and to ensure adequate protections of Personal Information in accordance with applicable law.
We will retain, use, and store your Personal Information as necessary to provide products and services to you; to comply with our business requirements and objectives, and legal and regulatory obligations; to mitigate and resolve disputes; and to enforce our agreements. We do not commit to any obligation to retain your data for any particular length of time and anticipate retaining your Personal Information for as long as it is required by law or regulation or is useful, as permitted under applicable law. If these purposes no longer apply, we will destroy, deidentify, or anonymize the information in accordance with our internal policies and applicable law.
Other privacy information
Phishing emails
We will only use your Personal Information to contact and interact with you as described in this Policy.
We will not send you an email asking you to reply by providing personal or account information or threaten to disconnect your services unless you provide us with any information about you. If you receive such an email, it may be an attempted identity theft scheme that is commonly called “phishing,” where hackers steal your passwords or infect your computer with malicious software. If you are concerned about clicking links provided within an email sent by us, do not click the link. Instead, you should manually input our Website address in your preferred web browser. Doing so will ensure that you do not open a third-party website disguised to look like our Website.
For more information about “phishing,” and steps you can take to protect your Personal Information, please visit the Federal Trade Commission’s website at www.ftc.gov.
Children under the age of 13
Our Website is not intended for children under 13 years of age. We do not knowingly collect Personal Information from children under 13. If you are under 13, do not use or provide any information on this Website or on or through any of its features. If we learn we have collected or received Personal Information from a child under 13 without verification of parental consent, we will delete that information. If you believe we might have any information from or about a child under 13, please contact us at:
Privacy Officer
c/o Compliance Department
910 Louisiana Street
Houston, TX 77002
deonlinehelptx@directenergy.com for Texas or csdirectenergy@directenergy.com for all other states.
Information for Nevada residents
We comply with the requirements of the Nevada Privacy law, which provides residents with choices regarding how we share information. Nevada residents who wish to exercise their sale opt-out rights under Nevada Revised Statutes Chapter 603A may submit a request to this designated email address: deonlinehelptx@directenergy.com for Texas or csdirectenergy@directenergy.com for all other states. However, please know we do not currently sell data triggering the statutory opt-out requirements.
Information for California residents
California residents may review our supplemental privacy policy to understand their California privacy rights, available here.
Complaints and contact information
Direct Energy is committed to working with consumers to obtain a fair and rapid resolution of any complaints or disputes about privacy. Please send us your questions or comments regarding our privacy practices either by sending an email to deonlinehelptx@directenergy.com for Texas or csdirectenergy@directenergy.com for all other states or by writing a letter to:
Direct Energy
c/o Compliance Department
910 Louisiana Street
Houston, TX 77002
We will be happy to respond to your questions and comments.
Links to other sites
Our Website and mobile applications may contain links to other sites. Direct Energy is not responsible for the privacy practices or the content of such web sites. We recommend you carefully read the privacy policies of each site you visit.
Policy changes
We reserve the right to make changes to this Policy from time to time without prior notice. If we modify this Policy, we will update the “Last modified” date at the top of this Policy. We may take other steps to notify you of any updates, including if other steps are required by applicable law.
If at some time in the future, we wish to use your information for new unanticipated uses not previously disclosed in our Policy, we will provide a more direct way of notifying you of changes to this Policy and obtain your consent as required by law.
