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| On November 8, 2004, Southern California Edison (SCE) launched a four-point Service Guarantee Program. Below is the list of services that will be part of this program.
If we fail to meet a service, we will automatically credit your bill $30, within 60 days. Terms and conditions apply.
- No Missed Appointments
When your presence is required and SCE has scheduled an appointment with you for a specific time, SCE guarantees arrival within 30 minutes of the agreed-upon field service appointment time.
This guarantee does not apply when:
- There is a Category 1, 2, or 3 storm condition.
- There is a declared emergency event.
- There is a need for the field service to respond to an intermediate response event, such as a downed power pole or wire.
- Access to your premises is not available or you are not ready for service.
- Your premises is deemed unsafe.
- 24-Hour Service Restoration
SCE guarantees that your electrical service will be restored within 24 hours of a power outage.
This guarantee does not apply when:
- There is a Category 1, 2, or 3 storm condition.
- There is a declared emergency event.
- Access to the affected area is denied by a public authority, or the area is not accessible due to a road closure.
- Service interruption is the result of a planned outage.
- The affected service location is vacant.
- Access to your premises is not available, or you are not ready for service.
- Your premises is deemed unsafe.
- Notification of Planned Outages
SCE guarantees to notify you of a planned outage at least three (3) calendar days prior to the event. Notification may be made by mail, phone, door-to-door, in person, or by e-mail.
This guarantee does not apply when:
- The contact information you provided is incorrect, or we were not notified by you of a change to update your records.
- Notification was made to the customer of record and the customer failed to notify his/her tenants or occupants.
- According to SCE’s records, the US Postal Service failed to deliver the notification in a timely manner.
- The affected service location is vacant.
- An emergent outage is required, such as public or employee safety hazards, overload conditions, or equipment failures, etc.
- There is a Category 1, 2, or 3 storm condition.
- There is a declared emergency event.
- Timely and Accurate First Bill
SCE will issue an accurate first bill to you within 60 days of establishing service.
This guarantee does not apply when:
- You are attempting to re-establish service following a disconnection for non-payment.
- Access to the meter or your premises is not available on the date requested.
- A retroactive bill is necessary because you did not request service in a timely fashion after occupying a new residence.
- According to SCE’s records, there is a case of mail theft, or the US Postal Service fails to deliver the first bill in a timely manner.
- The information provided at the time of the request was incorrect.
- A CPUC directive requires SCE to adjust rate factors that result in a billing adjustment and/or rebill.
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Questions About
Planned Outages?
Have you been notified
about a Planned Outage in your area?
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