Our Service Guarantee

We guarantee to notify you of a maintenance outage at least three (3) calendar days prior to the event. Notification may be made by mail, phone, door-to-door, in person, by e-mail or other electronic means. If we fail to meet this guarantee, SCE will credit your bill $30. This guarantee does not apply when:

• The contact information you provided is incorrect, or we were not notified by you of a request 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 U.S. 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.
• While acknowledging the right to receive a three-day notification, you request that the maintenance outage occur without the three-day notification.

We will issue an accurate first bill to a new customer of record within 60 days of establishing service. If we fail to meet this guarantee, SCE will credit your bill $30. This guarantee does not apply when:

• You are attempting to re-establish service following a disconnection for nonpayment.
• 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 our records, there is a case of mail theft, or the U.S. 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 us to adjust rate factors that result in a billing adjustment and/or rebill.
• An adjustment was made due to unauthorized use.
• A rebill was a direct result of the customer participating in an SCE program such as Critical Peak Pricing, Demand Bidding, Air Conditioning Cycling, or Interruptible programs.