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You expect excellent service. Our service guarantees help ensure we’re delivering to the highest standards.
For more information or to file a claim, please call our Customer Guarantee Claim Line toll free at 1-800-523-3433.
If the power goes out, we'll restore your electricity as soon as possible. But if it's not back on within 24 hours, barring major events or other unforeseen circumstances, you can claim $50 and $25 for each additional 12-hour delay. You must claim your credit by contacting us within 30 days of the interruption.
If we set an appointment with you, we'll keep it. We guarantee to set a two-hour timeframe for appointments and will arrive within this timeframe. If we miss our appointment, we'll credit your account $50.
We'll switch on your power supply within 24 hours of your request, providing no construction is required, all government inspections are met and required payment arrangements are made. If we don't, we'll credit your account $50.
When you contact us to obtain an estimate on providing a new power supply, we'll provide you with an estimate within 15 working days after all necessary information is received. If we miss the deadline, we'll credit your account $50.
We'll respond to most questions about your bill at the time you contact us. If your questions require further investigation, we'll respond within 10 working days. If we don't, we'll credit your account $50.
If you have a problem with your electric meter, we'll investigate and let you know the results within 10 working days. If we don't, we'll credit your account $50.
We'll give you at least two days notice, if we need to turn off your power for planned maintenance work or construction. If we fail to give you this notice, you can claim $50. You must claim your credit by contacting us within 30 days of the interruption.
We will credit your account automatically within 10 working days (in most cases) and notify you by letter, if we are unable to meet Customer Service Guarantees 2, 3, 4, 5 or 6.
Exemptions:
Guaranteed credits apply to metered customers and applications for new service. There are some circumstances in which our guaranteed credits don't apply:
We will reduce the average length of time customers are without power, due to supply interruptions by six percent from agreed upon baseline.
We will reduce the average number of times customers experience supply interruptions by six percent from agreed upon baseline.
Over a five-year period, we will improve the performance of the five worst-performing circuits in each state by 20 percent.
We will ensure that at least 80 percent of our customers who experience a power interruption have their power supply restored in less than three hours.
We aim to answer 80 percent of all phone calls to our Customer Service Centers within 30 seconds.
We will respond to all complaints received from Commissions within three working days, and respond to 95 percent of complaints regarding service disconnection within four working hours. We are committed to resolve 95 percent of all complaints within 30 days.