South Central Power — Customer Service Guide for Members

Overview of Customer Service Philosophy

South Central Power provides regulated electric distribution and member services as a not-for-profit rural electric cooperative. The cooperative model emphasizes local governance, reliability, and member education: customer service teams handle billing, outages, service connections, energy-efficiency programs, and regulatory compliance. Core performance metrics tracked internally typically include average outage duration, restoration times, percentage of calls answered within a target interval, and billing accuracy rates.

As a member-driven utility, South Central Power balances capital investment in infrastructure with member affordability. Operational priorities include vegetation management to reduce storm outages, routine pole and line inspections to limit safety risks, and community programs that promote energy literacy and conservation. Members should expect a customer service focus on fast outage response, transparent billing, and assistance programs for payment challenges.

Contacting Customer Service & Office Hours

For account questions, new-service inquiries, and payment arrangements, members should use the published customer service channels on their bill or the cooperative’s official website. Most cooperatives provide a 24/7 outage-reporting line and staffed customer service during weekday business hours (commonly 8:00–5:00). Emergency and outage reporting are routed to a centralized dispatch desk that coordinates line crews and contractors.

When contacting the cooperative, have these items ready: your account number (from your monthly bill), service address, a brief description of the issue, and the best callback number. For faster service on billing or service transfers, use the online member portal if available, because it securely displays payment history, outage alerts, and current billing statements.

Billing, Payments, and Financial Assistance

Billing cycles are usually monthly with a defined due date; late-payment policies commonly include a percentage late fee and possible disconnection after a formal notice period. Security deposits, when required, are typically based on a member’s credit, prior payment history, or estimated monthly usage—often equivalent to one to three times the estimated monthly bill. Deposits may be refunded or credited after consistent on-time payments for a set period (commonly 12–24 months).

Payment options generally include online bill pay, automatic bank draft (ACH), phone payments, mail, walk-in payments at local offices, and, where offered, third-party pay locations. Budget billing or levelized payment plans are often available to smooth seasonal spikes; members should enroll before peak seasons to lock in predictable monthly amounts. Financial-assistance or energy-assistance referrals (e.g., LIHEAP) are provided by customer-service representatives for eligible households.

Key payment and assistance items

• Typical payment methods: online portal, ACH/auto-pay, phone payment, mail, local pay stations.
• Budget billing: evens monthly costs over 12 months; requires enrollment and periodic true-ups.
• Security deposit norms: usually 1–3× estimated monthly usage; refundable after reliable payment history.

Outage Management and Restoration Process

Outage response begins with member reports and machine-generated alarms from faulted equipment. Crews prioritize restoration based on public-safety threats, critical facilities (hospitals, water treatment), and then the greatest number of affected members. Typical metrics the cooperative monitors include SAIDI/SAIFI-style measures (system average interruption duration and frequency), and targeted restoration windows after major storms—often measured in hours or days depending on damage scale.

Members should report outages via the dedicated outage line or the mobile app/website to ensure accurate dispatching. Provide precise location details, any visible hazards (downed wires, arcing), and whether neighbors are out of power. Do not assume a neighbor’s phone report was logged; multiple reports improve situational awareness and prioritization. For safety, treat any downed line as energized and maintain distance until crews confirm clearance.

New Service, Upgrades, and Construction Estimates

Requesting a new service connection or a capacity upgrade initiates a formal application and engineering review. The cooperative will provide a written estimate outlining member responsibilities: cost share for new lines, transformer or meter installation fees, right-of-way clearing, and any deposit or contribution-in-aid-of-construction (CIAC) required. Typical timelines for engineering, permitting, and construction range from a few weeks for simple meter installations to several months for lengthy line extensions.

Members should gather documentation before applying: proof of ownership or lease, site plans, load information (anticipated kW or equipment lists), and any required easements. For large commercial or agricultural services, the cooperative may require a single-line drawing and coordination with an electrician. Cost containment strategies include clustering new services to share line-extension costs and scheduling construction in off-peak contractor windows.

Energy Efficiency Programs, Rebates, and Member Education

South Central Power and similar cooperatives often offer rebates and incentives for high-efficiency equipment: qualifying air-source heat pumps, electric water heaters, LED lighting retrofits, and agricultural efficiency measures. Rebates can offset $50–$1,500 depending on the technology and program year. Participating members must follow pre-approval steps and submit paid invoices and equipment specifications to qualify.

Educational resources include home energy audits, workshops, and online calculators that estimate annual kWh savings and payback periods. Utilities also promote time-of-use awareness and demand-reduction tips—especially valuable for members with electric heating, water heating, or irrigation loads. Regular communication (email alerts, bill inserts, social media) keeps members informed about program deadlines, safety advisories, and seasonal conservation measures.

Escalation, Complaints, and Regulatory Oversight

If a billing dispute, service interruption, or reliability concern is unresolved by frontline staff, members should request escalation to a supervisor or the member relations manager. Maintain documentation: dates of contacts, reference numbers, copies of bills, and photos of any equipment issues. Cooperatives typically have an internal appeals process and must comply with state public-utility commission rules for formal complaints.

Members can also seek independent review through the state regulatory body if internal remedies are exhausted. Keep in mind that response times for formal investigations vary; however, regulatory agencies often publish guidance on acceptable restoration performance, complaint filing procedures, and consumer protection policies relevant to electric service providers.

Practical tips for members

• Keep account information and contact details current to speed service during outages or emergencies.
• Save a digital copy of recent bills and any agreements; this accelerates disputes and service transfers.
• Ask customer service about specific rates, current rebate amounts, and the exact office address and phone numbers listed on your bill or the cooperative’s official website before any transaction.

What is the phone power customer service number?

(888)607-6937
PLEASE READ THIS CAREFULLY AS IT AFFECTS YOUR RIGHTS. Most customer concerns can be resolved quickly and to the customer’s satisfaction by contacting PhonePower customer care at (888)607-6937.

Is Entergy 24 hour customer service open now?

Report an outage or emergency – Representatives are available 24 hours a day, 7 days a week.

How do I cancel my phone power service?

Go to the following link: http://www.phonepower.com/cancel and submit the form as directed. Please include the complete account name, the telephone number you are canceling, a callback telephone number, a good time to reach you at that callback telephone number and a brief explanation as to the reason for canceling.

Who owns the South Central Power Company?

The Cooperative was founded in 1936 with the idea that by working together, we could improve the lives of those who live in our communities – both then and into the future. We are proud to be owned by the consumers that we serve, our members, who elect an 11-member Board of Trustees that govern the co-op.

What is the phone number for purchasing power customer service?

Telephone – If you do not have an account with us, you may contact customer service by phone at (888) 923-6236 to request to be added to our Do Not Mail list. Mail – You can send your request via mail to: Purchasing Power Attn: Customer Service 2727 Paces Ferry Rd SE, Building #2 Suite 1200, Atlanta, GA 30339.

How do I contact Swepco Texas customer service?

Other Ways to Contact Us

1. 888-218-3919. North TX – Panhandle:
2. 866-223-8508. For other customer service, please call our Customer Operations Center: East TX, LA, AR:
3. 888-216-3523. North TX – Panhandle:
4. 800-723-7430.
5. Commercial and industrial customers can contact us through the Business Customer section.