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Pepco Taking Steps to Support Customers During Coronavirus Pandemic

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At Pepco, safety is our top priority. 

As part of our commitment to safety, we are closely monitoring developments related to the coronavirus (COVID-19) and taking appropriate precautions to protect the health and safety of our customers, employees and contractors. To help ensure the safety of our customers and employees, we are closely following the guidance of the Centers for Disease Control and Prevention, eliminating all non-essential travel and abiding by all travel restrictions, and limiting large internal and external meetings and gatherings. We are also ensuring our essential employees who regularly interact with customers have the appropriate personal protective equipment (PPE) to perform their jobs safely.    

How will COVID-19 impact my energy service?  

We are committed to performing our critical role, delivering clean, safe, reliable and affordable energy for our customers and communities. We have robust plans to provide continued energy service for our customers and do not foresee any issues meeting our customers' energy needs.  Importantly, Pepco is suspending service disconnections and waiving new late payment charges at least until May 1 and will be working with customers on a case-by-case basis to establish payment arrangements and identify energy assistance options.   

How will COVID-19 impact other Pepco services? 

At this time, Pepco will continue to respond to requests to start, stop or more service, which in many cases, can be done remotely, without accessing customer homes or businesses. In cases where accessing a building is necessary, our employees and contractors are being advised to take appropriate action, such as wearing appropriate PPE to perform their jobs safely. 

Customers may continue to conduct regular business with Pepco 24/7 using pepco.com or the Pepco Mobile App. From the Pepco mobile app, customers can view and pay their bill, report electric outages, and register for alerts.

With our website, it's easy to:

As always, our Customer Care team is available by phone from 7 a.m. to 8 p.m., Monday through Friday, to help customers with business requests that cannot be completed online.  

  • For electric outages and emergencies, call: 1-877-PEPCO-62 (1-877-737-2662) 
  • For customer service, call: 202-833-7500
  • Hearing and speech impaired customers, call:
    • District of Columbia TTY: 1-800-643-3768
    • Maryland State TTY: 1-800-735-2258  
What should customers do if they are challenged to pay their bill? 
  • Customers who may be challenged in paying their Pepco bill should contact Pepco Customer Care at 202-833-7500.
  • We will work with residents on an individual basis who have had their service disconnected, to reconnect service, and help ensure access to safe and healthy environments. Customers can begin this process by calling 202-833-7500.
  • Pepco will work with customers who may have difficulty paying their energy bill. The company offers payment options such as Budget Billing, which averages payments over a 12-month period to help customers manage their monthly energy bill, Bill Payment Assistance programs that provide resources to help customers meet their energy needs, (Bill Payment Assistance Maryland and Bill Payment Assistance DC) or flexible payment arrangements that offer individually tailored payment installment plans. Through Pepco's Gift of Energy program, anyone can make a payment toward a friend or family member's energy bill in DC or Maryland. The gift will appear on a future bill as a credit to the recipient's account.
  • Pepco works closely with its community partners to connect customers with grants and programs like LIHEAP, the Low-Income Home Energy Assistance Program.
  • LIHEAP provides grants in varying amounts based on a household's income size, type of fuel, and type of dwelling, with no pay back required. District residents can apply for assistance online though the Department of Energy and the Environment website. Maryland customers can apply for LIHEAP energy assistance through the Department of Human Services website, by visiting a Local Energy Assistance Office, or by calling the Maryland Department of Human Services Office of Home Energy Programs at 1-800-332-6347.
Other programs supporting District customers include:

  • The Utility Discount Program (UDP) assists low-income District residents reduce their utility costs. Eligible customers may receive a discount of up to $475 per year on their electric bill ($300 per year if non-electric heat).  District residents can visit the Department of Energy and the Environment website at doee.dc.gov to apply online.
  • The Greater Washington Urban League provides up to $500 in assistance to eligible customers facing disconnection. Customers can call 202-265-8200 or visit www.gwul.org.
Other programs supporting Maryland customers include:

  • The Electric Universal Service Program (EUSP) helps eligible customers pay for a portion of their current electric bill. The Arrearage Retirement Assistance (ARA) program helps customers with large, past due electric and gas bills. If eligible, customers may receive forgiveness of up to $2,000 towards their past due bill. The Utility Service Protection Program (USPP) is designed to help low-income families during the heating season. Information regarding these programs can be found on the Maryland Department of Human Services Office of Home Energy Programs website or by calling 1-800-332-6347.
  • Income eligible Montgomery County residents can receive energy assistance from Interfaith Works by calling 301-762-8682.
  • Pepco customers who reside in Montgomery County and Prince George’s County with a disconnection notice or who currently have service disconnected can receive a grant up to $1,000 once a year through the Pepco Washington Area Fuel Fund Partnership administered by the Salvation Army. Prince George's County residents can apply on-line at http://salvationarmynca.org/princegeorges/ and Montgomery County residents can apply on-line at http://salvationarmynca.org/montgomery-county-md/  for assistance. Customers in the District of Columbia can apply for the Washington Area Fuel Fund on-line at http://salvationarmynca.org/gethelp/dc-emergency-assistance/
What else are you doing to ensure customer safety?

In addition to encouraging customers to utilize the digital tools that are available through pepco.com and the Pepco Mobile App, we are taking precautions to help ensure that our customers, employees and contractors are protected when there is a need to perform work at homes or businesses. Occasionally, Pepco employees and contractors require access to the interiors of customers' homes and businesses to access equipment such as indoor electric meters. All employees are being educated on the signs and symptoms of the coronavirus, and any employee who may have symptoms will be evaluated by a medical professional and self-quarantined as a precaution for their health and the health of others.  It may be necessary for employees to wear PPE, such as facemasks and gloves while working in a location, as a precaution to protect employees and customers.  We will always contact you in advance of work being performed at your property, except in the case of an emergency requiring immediate access where you will be contacted on-site.  When contacted, please share any health concerns with our representative so we can ensure you get the service and care you need.     

 


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