OUC to Contribute $12.1 Million to Help Community Through COVID-19 Crisis:
- $7.5 million to lower electric fuel rates for May bills by 39%, representing a 11.4% overall decrease for residential customers and 11.2% to 19.7% reduction for commercial customers
- $2.6 million contribution to Project CARE, in partnership with the City of Orlando, OUC’s utility assistance program for qualified residential customers which includes an allocation up to $100,000 as a 2 for 1 match of customer donations to Project CARE
- $1.5 million for utility bill payment assistance to qualified small businesses
- $500,000 for new OUC Power Pass customers
- Continuation of OUC’s notices, announced in mid-March, to suspend electric and water disconnections for nonpayment and waive late payment fees until further notice
- Payment plans and deferred payment arrangements for customers for up to 12 months depending on qualifying criteria
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Customer Information & Support
Resources to Help You Reopen Your Business
As businesses begin to reopen, here are some tips and best practices to help you safely serve your customers.
- Due to lack of water flow as a result of the COVID-19 stay-at-home order, water pipes within buildings may need to be flushed after not being used for an extended period. Click here to learn more.
How to Keep your Utility Bill from Spiking:
Understanding Your Usage:
We understand you may have questions about how being quarantined is impacting your daily usage. OUC’s Usage Dashboard is a presentation of your consumption trends to help you better understand the days and times you use the most, helping you to better understand your usage patterns. To learn more, visit OUC.com/Usage or watch the Usage Dashboard instructional video.
Virtual Home Energy and Water Audits:
For the safety of our employees and customers, auditors are not entering any homes at this time. If a modified field visit is required, the auditor will arrive at the customer’s premise for the scheduled audit and check the meters as well as items around the exterior of the home. Additionally, we are offering free online and telephone audits, as needed. We encourage customers to take advantage of our audits at OUC.com/energyaudit.
Combat Hot Weather:
We’ve seen low rainfall, plenty of sunshine, and highs soaring into the 90s during the COVID-19 stay-at-home order. When temperatures are high, it doesn’t take much of a thermostat tweak to send your energy bills soaring. Visit OUC.com/hotweather to learn ways you can keep your cool and your cash.
Energy- and Water-Saving Tips:
Home behavior changes can lead to higher-than-normal utility bills. There are a number of simple things you can do around the house to save. Visit OUConnect for helpful energy- and water-saving tips.
Late Fees Waived and Disconnections Suspended:
Effective immediately, we are waiving late fees and have suspended OUC service disconnects due to nonpayment until further notice. If you receive a letter or myOUC notification banner regarding service disconnection, please disregard. Read more >
Reliable Plaza Walk-in Business Center Closed:
The walk-in center for customers is now closed until further notice. Customers may conduct business over the phone or, in some cases, through self-service channels. Account representatives are available by phone to assist key accounts.
OUC Power Pass Customer Impacts:
OUC Power Pass accounts also will be exempt from disconnections due to non-payment until further notice. Again, it’s important to ensure your account payments are kept as current as possible regardless of this temporary disconnection suspension to avoid a large balance true-up when disconnections are activated. We are committed to working with customers on an individual basis to assist with specific needs.
Utilize Digital Tools:
We encourage you to access myOUC from home 24/7 to view transactions, check your usage dashboard, and more. Additionally, register for Billing Alerts to receive information about your payment status, balance due and due date.
Beware of Scams:
Beware of calls or emails requesting immediate payment warning that service disconnection is imminent. Unfortunately, scammers look at every opportunity to take advantage of people. If someone threatens you with disconnection of service or asks for immediate payment over the phone, hang up! And do not click on any links in an email. OUC will never ask for your personal information over the phone or demand payment using money orders or gift cards. Learn how to spot a scam and protect yourself.
Having Difficulty Paying?
We know this is a difficult time, and we are committed to serving you. If you’re having difficulty paying your bill, please contact us so we can work with you on a pay plan or self-serve via the automated phone or web. We encourage everyone to stay as current as possible with their payments in order to avoid building up a large balance for later.
Learn more by reading the Coronavirus Frequently Asked Questions (FAQs)
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Prepared for Coronavirus:
Our crisis planning takes into consideration a variety of scenarios — from hurricanes and flooding to cyber threats and pandemics. OUC continues to monitor the evolving situation, and actions have been implemented to minimize risk. However, this is new for everyone and we are adapting to meet the needs of those we serve.
Ensuring Employee Well-Being:
Since the COVID-19 pandemic became a threat to Central Florida, we have made many changes, often daily, in our operations with the highest priority of keeping all OUC employees safe. We’re taking advice from the World Health Organization (WHO) and the Centers for Disease Control and Prevention (CDC), government agencies and implementing extra precautions to minimize risks to our employees and others.
- We have limited travel.
- We are temporarily suspending non-emergency in-home and in-business visits.
- Employees who can work from home are doing so. During the week, about 700 employees (about 60 percent) are working from home.
- You may, however, see OUC operational employees working in the community. To ensure safety first, we have instructed our employees and contractors to practice appropriate social distancing and we request that you extend the same courtesy.
- Enhanced daily cleaning of OUC facilities with alcohol-based and/or bleach cleaners of all high-touch surfaces.
- We are screening control center operators through medical wellness check (including temperature checks) throughout all OUC facilities.
We have always been vigilant in maintaining a safe work environment and in keeping our community safe. You can get safety tips for home, work and public gathering by reviewing the CDC's recommendations to help prevent the spread of COVID-19.
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