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 Stormcenter
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.
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