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FAQ
- What has stayed the same in electric service?
Your current Transmission and Distribution Utility, or "local wires company," continues to deliver electricity to your home. Your local wires company still responds to service interruptions and continues to maintain the poles and wires. You will continue to receive the same reliable service you are used to with your local wires company, regardless of which retail electric provider you receive service from.
- What has changed in electric service?
You can now choose to buy your electricity from a different electric provider than the original provider for your area. These companies we will call retail electric providers but the name may vary slightly according to your state. Additionally, your bill now looks different than bills you have received in the past, but each retail electric provider provides the same standard information.
- Do all Americans have the power to choose their electric provider?
No. City-owned utilities and member-owned electric cooperatives have the option of giving their clients a choice of providers, or keeping things the way they are today. To see if competition is active in your area, fill out an ORDER FORM or you can contact directly at 972-875-2642.
- What are the benefits of electric choice?
Competition in other industries has often brought lower prices and innovative, new products and services. Having more control over your buying decision should make it easier to determine what matters most to you, whether it is prices, renewable or green energy sources, client service or simply a name you know.
Electric competition also should help the environment because retail electric providers may offer electricity from environmentally-clean energy sources. Generating electricity from renewable sources such as wind produces less air pollution than generation that relies on burning coal or natural gas. Natural gas is considered a "clean" fuel source in many states, since it produces fewer emissions than coal.
- With competition, will the reliability of my electric service change?
No. No matter which retail electric provider you choose, your electricity will continue to be delivered safely and reliably by the local wires company, a company still regulated by your states public utility agency.
- Do I have to switch from my current electric utility?
No. If you decide not to choose a new retail electric provider, your service will be provided by the incumbent electricity provider. The incumbent electricity provider is the electric provider that was part of the original retail electric provider monopoly that generated and sold electricity in your area, that now only sells electricity and provides client service.
Aggregation
An Aggregator is a person or organization that helps create an electricity-buying group. An aggregator may be able to get lower prices or other benefits for the group and its members. Electricity buying groups may consist of existing organizations, or new groups may be formed just to buy electricity for its members. Aggregators may include cities and towns, non-profit organizations and business associations. In most states aggregators must be registered with the states public utility agency.
- Are there other benefits of Aggregation?
Yes. As the competitive market evolves, aggregators may be able to secure valuable services, such as energy management services and energy use analysis. Moreover, some providers will offer other services with electric supply, such as wireless paying, Internet access, banking service, financing, security, insurance, etc.
For more information on aggregation please see our resources page and visit your states electricity board.
Agents and Brokers
Many retail electric providers use agents or brokers to support their marketing and sales efforts. These individuals and companies are paid a commission or other compensation by the electricity company for getting clients to sign up for electric service. Agents and brokers are subject to the same client protection rules as the electricity companys they are marketing. They may make claims of being "objective" but remember they are only selling electric service for the electricity company or electricity companys with whom they have a business relationship, so beware of claims that the rates they offer are "the lowest" or that their service is "the best". Always shop around (and consult this Web site) before signing up with an agent or broker, and never sign anything unless you are sure you have been given all the client protection documents that retail electric providers are required to provide.
Door-to-Door Sales Personnel
In most states many retail electric providers employ door-to-door sales personnel or agents to market their electric services. most states public utility agency's have specific rules for door-to-door sales to protect clients from misleading or unscrupulous sales tactics. Any salesperson or agent soliciting door-to door must wear a shirt that has the name of the retail electric provider he or she works for, and must also wear a badge with the retail electric provider's name, public utility agency's certificate number, and a toll-free phone number you can call to verify that the salesperson or agent is an authorized representative of that company. If you live in an area or complex that has a no-solicitation policy prohibiting door-to-door sales, a retail electric provider salesperson or agent may not solicit your business. most states recommends that you never sign a contract or agreement with any door-to-door salesperson or agent before shopping around with other providers or verifying that the person actually works for the company he/she says they represent. If you do sign up, in most states you have three days to cancel your order, and after that you still have to verify your choice by phone with an independent third-party. Please check with your state on their right to rescind policy. The salesperson cannot be on that verification call. If you believe a door-to-door salesperson or agent is not following your states rules, you should file a complaint by calling the state agency responsible for enforcing these policies.
Billing
- Will my bill look different with my new choice?
Yes. Your new retail electric provider is responsible for client service functions such as billing. The public utility agency for your state has established rules requiring retail electric providers to provide you with a bill that is easy to read. For example, your bill will be issued monthly, you will receive a paper bill via U.S. Mail, and you have the choice of receiving your bill electronically, if both you and your retail electric provider agree.
It is up to retail electric providers to design their bills; however, there are many bill components they are required to include. Please refer to your states agency for more information on your electric bill.
- Will my bill be itemized?
It is up to retail electric providers to design their bills. How they decide to itemize charges is up to them.
- Whom do I call with a billing question?
You should contact your retail electric provider.
- How are billing disputes resolved?
Billing disputes should be directed to your retail electric provider. If disputes cannot be resolved, please contact the public utility agency's client care center.
- What portion of my electric bill am I shopping for?
The portion you are shopping for is the total price per kilowatt-hour (kWh), which will help you compare offers from retail electric providers. Each retail electric provider must provide an "Electricity Fact Label," which is designed to show the cost of electricity at various levels of consumption, taking into account all of the costs of producing and delivering electricity. It will probably be easier for you to compare offers from different retail electric providers by looking at the total charges in the Electricity Facts Label. We will be happy to give you a copy for each provider you are interested in and a copy of their Electricity Facts Label to compare offers and determine which is best for your family.
Changing Providers
- Is there a penalty for changing providers?
No. There is no switching fee unless you request a special meter reading at a time other than your regularly scheduled meter reading. There may also be penalties if you break an existing contract with your current retail electric provider. Review your Terms of Service agreement for details.
- If I sign up with a new retail electric provider, when will the switch to that company happen?
Clients can choose a retail electric provider at any time; however, you will not begin to receive power from your new retail electric provider until after your next regularly scheduled meter reading. Before you are switched, you will receive written confirmation in the mail. You will receive your first electric bill from your new retail electric provider on the following billing cycle.
- Do I have a right to cancel?
Yes. In most states you may cancel within three days from when you receive your Terms of Service agreement by contacting the retail electric provider. If you are hand-delivered a terms of service agreement or you sign up for service using the Internet, in most states there is a three-day cancellation period. The confirmation that will be mailed to you will also provide a way to cancel your switch.
- What happens if my Retail Electric Provider stops serving clients?
You will not be without electricity. In most cases, your retail electric provider will give you 30 days' advance notice to give you time to select a new provider. If your provider goes out of business suddenly, your electric service will be switched automatically to your states "Provider of Last Resort" (POLR). POLR service is meant to be a temporary fix until you switch to another electric provider, and POLR service typically has very high rates compared to standard market offers. Use our services to shop for a new provider and ask the POLR to do an early meter read - this will cost a few dollars up front but will allow you to get switched to a lower-rate provider more quickly than waiting for your next regularly-scheduled meter read. If you do not switch to a new provider, you will remain with the POLR and have to pay its higher rates, so it's important to shop and switch providers as soon as possible.
- Which companies are other people choosing?
Because we are a neutral source of information for client education, we do not have that information available, nor do we recommend any particular provider. However, we will show you which companies are providing electric service in your area by filling out an ORDER FORM or you can contact directly at 972-875-2642. You should choose the provider that is best for your personal needs.
- If I do not choose an electric provider, who will supply my electricity?
If you decided not to choose a new retail electric provider, your service is being provided by the current incumbent in your area. The incumbent is the electric provider that was part of the original electric company monopoly that generated and sold electricity in your area, that now only sells electricity and provides client service.
How to Choose
- What if I decide not to switch to a new provider?
If you decide not to choose a new retail electric provider, your service will remain with the current incumbent. The incumbent is the electric provider that was part of the original retail electric provider monopoly that generated and sold electricity in your area, that now only sells electricity and provides client service.
- Is there a deadline on when I can choose a provider?
There is no deadline for selecting a new provider. You can choose a new electric provider at any time.
- How do I know which providers are providing service in my area?
You can see which companies are providing electric service in your area by filling out an ORDER FORM or you can contact directly at 972-875-2642 and we will send a list of providers to you. Providers may also contact you directly to market their services.
- How can I compare offers from Retail Electric Providers?
Ask us for a copy of their electricity facts label, which contains standardized information about rates, contract terms, sources of power generation and emissions.
- Do I have to tell my current retail electric provider that I'm switching providers?
No. To switch your electric service to a new provider, contact us and we will assist you in choosing the provider of your choice. Your new retail electric provider will send you a "Terms of Service" agreement or we will give you one that provides details of the service offerings and terms. You do not need to contact your current retail electric provider.
Your Rights
- What are my rights as an electric client?
In most states you have the right to choose an electric provider, which includes the right to be served by the incumbent electric provider (the electric provider that was part of the original retail electric provider monolopy that generated and sold electricity in your area, that now only sells electricity). No matter which electric provider you choose, your states the public utility agency will continue to protect your rights.
If you feel that your rights have been violated, call your states public utility agency.
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