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.