Steps to Handle Power Outage Reports

By following these steps, you can efficiently assist customers reporting power outages, ensuring they receive accurate and timely information.

1. Review the Customer Account

When a customer calls to report a power outage:

• Carefully review the customer’s account.

• Check the transactions to ensure there are no disconnection orders.

2. Determine the Nature of the Outage

• If there is no record of a disconnection order, it is likely that the customer is experiencing a power outage.

3. Verify the Outage

• Verify if the customer is affected by an outage by entering their address into the appropriate utility’s outage center:

• CenterPoint Energy - Outage Center

• Website: CenterPoint Energy - Outage Center (gisoutagetracker.azurewebsites.net)

• Oncor – Oncor – Outage Map

• Report Power Outages 24/7: Oncor at 888-313-4747

• Website: Oncor – Outage Map

• AEP Texas – Outage Status

• Website: Check Outage Status (aeptexas.com)

• Report Power Outages 24/7: AEP North at 866-233-8508

• TNMP - TNMP Stormcente

• Report Power Outages 24/7: Texas New Mexico Power at 888-866-7456

• Website: TNMP Stormcenter
  

4. Provide the Customer with Reporting Information

• If the outage is verified:

o    Provide the customer with the relevant utility's contact information to report the outage if they haven’t already done so.

Following these steps ensures customers receive accurate assistance and timely information about their power outages.

NY FIXED RATE WELCOME LETTER

We have noticed that customers from NY FIXED RATE haven't received the Welcome Letter and we are aware of the issue and have escalated to be resolved. In the meantime you can utilize the following script to educate the customer on this matter:

I understand you're waiting for your NY fixed offer welcome packet. We're aware of the delay and our transactions department is working to resolve it. We can email you a copy of it as soon as it's available. Can you confirm your email for me?

If you have any other concerns, feel free to contact HD for further assistance.

Scripting ConEdison Billing Issue

ConEdison did not bill customers from January to May 2024. We have been receiving calls from customers stating that they have received their bills; however, in Orion, there are no invoices to verify the amount the customer was billed.

Suggested Scripting

We understand how frustrating this situation is for you. Back in May, we sent you a letter notifying you of this billing error. We see that Coned is in the process of resolving the issue. Our team is monitoring this closely as this matter gets resolved.

Customer: What are you going to do to help me?

All customers, as this error was beyond your control, You have the option to contact the utility and ask for a payment arrangement. They can break down the payments into more manageable portions for you. Continue to ….

If variable

As this was outside of your control, our management team has authorized our lowest variable rates to be added to your account for the next four months, which will help to offset some of the costs during the high summer peak period.

If fixed

I see that you are enrolled in our fixed rate offer, which will offer you peace of mind during the summer months as the rate is set. We are waiting for further details regarding this resolution and will reach out as we did previously with any follow-up.  

If the customer is upset and demanding an adjustment, with supervisor approval, proceeds to…

To determine how we can best assist you, please email us a copy of the invoice for review. This will help us evaluate what options we have to help you and follow up within 24 hours