Do I Call My Utility or My ESCO for a Power Outage or Billing Question?

When the lights go out or you have a question about your charges, knowing who to call can save you time and frustration. If you live in a state with a deregulated market and are working with a supplier, your bill may look different depending on how you’re billed. With consolidated billing, your utility company sends one bill that includes both delivery and supply charges—if you have chosen a third-party supplier, their supply charges will appear in place of the utility’s. In cases of dual billing, you’ll receive two separate bills: one from the utility for delivery and another from your energy supplier for the supply portion. Here’s how to clear up the confusion about who’s responsible for what.

Who Handles What?

The utility company and the ESCO play very different, but complementary roles in delivering electricity to your business. For instance:

• Utility Company: The entity responsible for the delivery of electricity to its customers. Owns and maintains the wires, poles, transformers, and other infrastructure that physically deliver electricity to your property. They’re responsible for restoring power during outages, fixing downed lines, and maintaining the local energy grid.
  
  
• ESCO (Energy Service Company, aka your provider): Procures the electricity you use. They buy energy from power plants or the wholesale market and sell it to you, often offering competitive rates or renewable energy options. An ESCO is responsible for the supply portion of your bill and for any questions you may have about your plan or contract.

For more information, we covered what an ESCO is and how it benefits your business here on the blog.

When to Call the Utility

You should contact your utility company if:

• There’s a power outage or emergency, like a downed power line or gas leak.
• You have concerns about the reading of your electric meter.
• There’s damage to the physical infrastructure delivering electricity to your business.
• You need to report a safety issue or require urgent repairs.

The utility is always responsible for restoring service after storms, repairing the grid, and ensuring the safe and reliable delivery of power, regardless of which ESCO supplies your electricity.

When to Call Your ESCO

You should reach out to your ESCO if:

• You want to change, renew, or cancel your energy supply plan.
• You have questions about the supply portion of your bill (not the delivery fee, since the utility sets those charges).
• You want information about renewable energy options.
• You have concerns about your contract, rates, or terms.

What About Billing?

Billing can be confusing in a deregulated market. Here’s what to expect:

• Utility Bill:If you haven’t chosen an ESCO, your utility provides both the supply and delivery, and you get a single bill. Questions about delivery charges or infrastructure fees should be directed to the utility.
  
  
• ESCO Customer: If you are a dual billed customer, you will likely receive two bills—one from the utility for delivery, and one from the ESCO for supply. However, for consolidated billing, many utilities and ESCOs combine these into a single bill (sent from the utility), with clear sections for each charge. Typically, the supplier’s contact information is included on the bill, but you can also find it listed on their contract with you.

Considering Your Options?

Understanding the division of responsibilities helps ensure you get the right help fast, whether the lights go out or you want to save on your next bill. With energy choice, you get more options, but your utility remains your go-to for anything related to the wires and reliability, while your ESCO is your partner for supply and cost-related questions.

Catalyst Power is an ESCO, combining our integrated energy solutions to meet all your commercial energy needs. Contact our Energy Experts to learn how we can power your business.