HANDBOOK ComEd CUSTOMER - Helpful Information for You
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ComEd CUSTOMER HANDBOOK Helpful Information for You October 2020
Contents
How to Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
About Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Report a Power Outage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Safety Around Electricity and Power Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Understanding Your Bill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Billing & Payment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Deposits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Customer Assistance Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Illinois Commerce Commission (ICC) Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
ComEd Energy Efficiency Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Smart Grid & Smart Meters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Optional Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Solar Energy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Customer Choice of Energy Supplier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Consumer Protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Vegetation Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Property Manager Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
ComEd in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CALL 800-334-7661
For your convenience, the numeric menu options available when you call our toll-free number are shown below.
During storm conditions, these options may change temporarily. DURING NORMAL OPERATIONS
(i.e., non-storm conditions)
• “1” for electrical issues or power outages
• “2” to pay now
• “3” everything else (examples include: Balance Information, Billing and Payments, Stop or Start Service.)
• “8” for Spanish
2
How to Contact Us
Our Customer Service Representatives are available Monday through Friday to assist with your customer service needs.
Best times to call: Tuesday through Friday, between 11 a.m. and 4 p.m. Longer wait times can be
expected on Mondays, the first business day after a holiday, and the first business day of the month.
Residential Customer Service Representatives are available from 7 a.m. to 7 p.m.
Service Inquiries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-EDISON-1 (800-334-7661)
For Spanish . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-95-LUCES (800-955-8237)
Report an Outage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-EDISON1 (800-334-7661)
For Spanish . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-95-LUCES (800-955-8237)
Customer Assistance Programs (CARE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 888-806-2273
CARE Representatives are available from 7:30 a.m. to 5 p.m.
Payment by Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-588-9477
Smart Meter Customer Care Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866-368-8326
ComEd Energy Efficiency Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 855-433-2700
Energy Efficiency Program Representatives available from 8 a.m. to 5 p.m.
Business Customer Service Representatives are available from 7 a.m. to 7 p.m.
Service Inquires . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 877-426-6331
Report an Outage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-EDISON1 (800-334-7661)
For Spanish . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-95-LUCES (800-955-8237)
Payment by Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 877-426-6331
New Business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866-639-3532
Smart Meter Customer Care Team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866-368-8326
ComEd Energy Efficiency Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 855-433-2700
Energy Efficiency Program Representatives available from 8 a.m. to 5 p.m.
Other Important Numbers:
TDD Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-747-0593
(Video Relay Service Available for Hearing and Speech Impaired*)
Planning to dig? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dial 811 or visit Call811.com
Visit Illinois1Call.com
Inside of Chicago call DIGGER
(Chicago Utility Alert Network) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312-744-7000
Outside of Chicago call J.U.L.I.E.
(Joint Utility Locating Information for Excavations) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-892-0123
*ComEd provides a free videoconferencing service for hearing- and speech-impaired customers to use for their
customer service needs.
3
About Us • Download the FREE ComEd Mobile App
(ComEd.com/App) to make payments, view
ComEd is a unit of Chicago- account history, report outages and check
based Exelon Corporation outage status.
(NASDAQ: EXC), a Fortune • Use the text messaging option to receive alerts
100 energy company with and outage updates.
approximately 10 million
electricity and natural gas We also welcome conversations with customers and
customers – the largest number of customers in the share ComEd tips and updates on Facebook, Twitter,
U.S. ComEd powers the lives of more than 4.2 million Instagram, YouTube, LinkedIn, Pinterest and Flickr.
customers across northern Illinois, or 70 percent of the
state’s population.
VIA CORRESPONDENCE (non-emergencies only)
ComEd is an energy delivery company that manages
You can also write to us at:
more than 90,000 miles of power lines across an
ComEd Customer Care Center
11,400-square-mile territory. Since 2001, ComEd
P .O. Box 87522
has invested more than $5 billion in our electric
Chicago, IL 60680-5379
transmission and distributions system, which has
helped the company deliver safe and affordable electric
service, record reliability and more options for saving
money and energy to families and businesses. Report a Power Outage
As a major Illinois company and employer, we also EMERGENCY
recognize our responsibility to be a good community
partner, which is why we support a range of initiatives If you or anyone in your home experiences a medical
to make a difference in peoples’ lives. Our commitment emergency, please call 911 immediately. We’re committed
focuses on education, environment, public safety to providing you with the latest storm related information
initiatives, arts and culture, and neighborhood (ComEd.com/Storm), the location of current outages
development programs, especially in ways that advance (ComEd.com/Map), how we restore your power
diversity and tolerance. Our employees volunteer more (ComEd.com/StormRestoration) and more
than 26,000 hours and personally donate more than $1.3 through our innovative outage information system
million annually with local non-profit organizations. (ComEd.com/Report).
For more information, visit ComEd.com/AboutUs.
WAYS TO REPORT A POWER OUTAGE
ComEd Online Account
VISIT OUR WEBSITE Log in to My Account (ComEd.com/MyAccount) from your
Visit ComEd.com, where you can manage your account, computer or mobile device to report a power outage online
start service, learn about your energy use and more. and get ongoing updates about the status of an outage.
For customer support and other important information, Text Message
visit ComEd.com/CustomerService. Enrolling in text message outage alerts allows you to
quickly report an outage and stay informed about the
status of your outage.
New Subscribers: Enroll for text message outage
and estimated restoration time notifications at
SOCIAL MEDIA/APPS ComEd.com/Text.
We also provide options for you to perform account Report Your Outage: Quickly report an outage by
transactions and get answers to many frequently texting “OUT” to 26633 (ComEd).
asked questions at your convenience, 24 hours a day, Unenroll: If you are already enrolled and wish to cancel
7 days a week. your enrollment, text “STOP” to 26633 (ComEd). You will
instantly receive a text message on the subscribed mobile
phone confirming your enrollment options or cancellation.
4
For Assistance: Text “HELP” to 26633 (ComEd) for FALLEN POWER LINES
more information.
Stay away from downed or dangling power lines
– especially in the dark – and report them to us
Twitter IMMEDIATELY. Contact us right away and report
Sign up for Twitter Outage Reporting and you can tweet the location of the downed wires at 800-EDISON-1
a real-time power outage. Log in to your Twitter account (800-334-7661).
and tweet #OUT or #OUTAGE to
@ComEd. For real-time status updates, tweet #STAT
or #STATUS to @ComEd. TREES NEAR POWER LINES
Only qualified contractors should trim trees or branches
Mobile App
near power lines. Additionally, do not climb trees with
Use the FREE ComEd Mobile App (ComEd.com/App) branches that are close to power lines and keep children
to quickly report an outage from your iPhone or Android from doing the same.
device. The app also provides outage status notifications.
Facebook KEEP CLEAR OF POWER LINES
Report an outage on our Facebook Outage page Contact us before you conduct any work or activity
(ComEd.com/FBOutageApp) and stay connected with that may place you, your equipment or anything you
us as we post outage details and restoration updates carry within 10 feet of a power line. If you plan to do
during storms. any work near the power lines to your home, please
consult the Residential Electric Service Installation
Phone Guide (ComEd.com/InstallationGuide) for the
Call us at 800-EDISON-1 (800-334-7661) to report appropriate, minimum clearance between a power line
a power outage by phone. Because call volume can and a structure. Due to danger of electrocution, NEVER
be heavy during storms, we also offer an automated, attempt to measure exact distances to live wires.
interactive voice response system to enable us to process
thousands of calls at a time.
STAY OUT OF FLOODED AREAS
Never step into a flooded area, such as a basement,
Safety Around Electricity as water may be in contact with electrical outlets,
appliances or cords. Never attempt to turn off power
and Power Lines at the breaker box if you must stand in water to do
so. Be aware of any electrical equipment that could be
energized and in contact with water, including fallen
STAY SAFE WHEN A STORM HITS
power lines if you are outdoors.
OR A POWER OUTAGE OCCURS
Wind, lightning, heavy rains, flooding and other severe
weather conditions can cause damage to the energy SAFETY WITH LADDERS
grid and cause power outages. With ComEd personnel AND HIGH-REACH EQUIPMENT
available 24 hours a day, 7 days a week, we’re committed
to keeping your lights on and making every effort to Contact with a power line can cause serious injury
restore your power safely and quickly when the lights or death. Never stand ladders near power lines. Keep
go out. We offer convenient ways to report an outage yourself, your tools, your ladder and anything you carry
(ComEd.com/Outage) and via Twitter, just tweet at least 10 feet away from power lines. Be sure all cranes,
#OUT to @ComEd. derricks, scaffolding and high-reaching equipment
maintain the required clearance from power lines. Consult
OSHA.gov for clearance based on the equipment and the
voltages of the power lines. Do-It-Yourselfers (DIY) should
call ComEd at 800-334-7661 to have the line de-energized
and rubbered-up FREE of charge in most cases.
5
CALL BEFORE YOU DIG If you are a non-residential customer, your bill is due 14
days after your bill is issued.
If you plan to plant a tree, dig for a fence post or
excavate for a foundation, you are required by law to
contact 811, DIGGER or J.U.L.I.E. before beginning LATE PAYMENT CHARGES
your work, so the appropriate people can locate and ComEd can waive late payment charges once per
mark gas, electric and telephone lines. calendar year, otherwise you’ll be assessed late charges
when you pay your bill after its due date. The late
DIGGING IN THE CITY OF CHICAGO payment charge is 1.5 percent per month of the unpaid
Contact DIGGER (Chicago Utility Alert Network) amount, as well as any other outstanding balances from
312-744-7000 previous bills. Limited income customers, including those
receiving Low Income Home Energy Assistance Program
DIGGING OUTSIDE OF THE CITY OF CHICAGO (LIHEAP), Percentage of Income Payment Plan (PIPP) or
Contact J.U.L.I.E. (Joint Utility Locating Information ComEd Residential Special Hardship benefits, will not be
for Excavations) 800-892-0123 assessed a late payment charge as long as they meet the
limited-income specifications.
Online at call811.com
ESTIMATED READINGS
Understanding Your Bill Your bill will show one of three meter reading types:
Actual, Customer or Estimated.
UNDERSTANDING USAGE AND COSTS • “Actual” means that the reading was obtained
Thanks to customer feedback, we redesigned our by ComEd.
bills to help you easily understand your energy usage • “Customer” indicates that you, the customer,
and charges. Information is organized in the order of provided the reading.
importance as indicated by customers, with an easy-to- • “Estimated” means that ComEd estimated
read summary on the front of the bill. Sections are color- your energy usage and the resulting bill
coded so you can easily find and explore details that are amount. Your usage may be estimated for
most important to you. billing purposes when an actual meter reading
cannot be obtained. This estimate is generally
All customers have the opportunity to choose who based on your historical energy usage.
provides the supply portion of their energy service. • Estimated usage can be higher or lower than
Learn more at ComEd.com/Choice. actual usage; however, once ComEd gets
an “Actual” meter reading, your energy bill
Remember, no matter which supplier you choose, will be adjusted so that you only pay for the
ComEd still delivers your energy to your home. energy you actually used.
Learn more about your energy bill at
ComEd.com/UnderstandBill.
LEARN MORE ABOUT YOUR ENERGY BILL
• Estimated Billing
DUE DATES • Definitions of Billing Terms
If you are a residential customer, your payment is due • ComEd’s Residential & Business Rates
21 days after your bill is issued unless you are eligible • Typical Charges Summary Residential
for a preferred due date. To qualify for a preferred due & Business
date, you must be receiving one of the following: ComEd.com/UnderstandBill
• Temporary Assistance for Needy Families • ComEd’s Schedule of Rates
(TANF) or Aid to the Aged, Blind and Disabled ComEd.com/Rates
(AABD)
• Benefits from General Assistance or
Supplemental Security Income
• Income from Social Security benefits or
Veterans benefits
• Unemployment compensation benefits
6
How to Read Your Bill
TOTAL USAGE
Highlights current month’s TOTAL AMOUNT DUE AVERAGE DAILY USAGE
energy usage in a graph. Contains current charges and due date. Current month’s average daily
usage with arrow indicating
comparison to last year.
FRONT OF BILL
CONTACT INFORMATION
BACK OF BILL
CURRENT CHARGES
Shows cost breakdown of Supply, Delivery,
and Taxes & Fees.
TOTAL AMOUNT DUE
– Supply indicates who provides your
energy and is your choice.
WAYS TO PAY CHARGE DETAILS UPDATES
– Delivery is always provided by ComEd. Options for Service dates and Messages from ComEd
– Taxes & Fees are mandated by your local paying your bill. cost breakdowns. and your supplier (if
and state governments. different from ComEd).
Billing & Payment Options Sign Up Today!
If you’ve already set up your
online account, sign in. Under Bill
GO PAPERLESS WITH eBILL Options, select “Paperless Billing”
When your bill is ready to be viewed, you will receive to enroll. If you haven’t created
an email and/or text notification from ComEd. You can an online account, visit
view, download or print your bill anytime. ComEd.com/eBill and select
Register.
7
BUDGET BILLING: receive your bill via mail or you can combine AutoPay
MANAGE YOUR MONTHLY BILL AMOUNTS with eBill for the ultimate in convenience.
Enjoy a consistent and predictable monthly payment
How to enroll for Autopay:
throughout the year that eliminates monthly or seasonal
Simply go online to create an account at
variation. Budget Billing spreads costs evenly month-
ComEd.com/MyAccount. If you’ve already set up an
to-month by charging the same pre-determined amount
account, simply select Automatic Payment under
on each bill. Log in to My Account to watch our Budget
“Payment Options.”
Billing video.
• Your monthly bill payment is based on your
actual billed amount in the past 12 months.
PAY ONLINE WITH YOUR CREDIT CARD
• Your actual usage will continue to be shown OR DEBIT/ATM CARD
on your monthly bill. ComEd has partnered with Paymentus to provide you
the option of paying by credit card or debit/ATM card
over the phone or online. To make a payment, call
PAY BY MAIL 800-588-9477, or go online at ComEd.com/Pay.
You can also use the FREE ComEd Mobile App
Make checks* payable to ComEd and allow one week
(ComEd.com/App) to pay by credit or debit card.
for delivery. Use the bill payment return envelope or
send your payment to: ComEd P.O. Box 6111 Carol
For payments using a credit card or debit/ATM card,
Stream, IL 60197-6111
the service provider, Paymentus, charges a convenience
*A non-sufficient funds charge will be assessed
fee for each transaction.
for checks returned for any reason.
PAY BY MOBILE APP AGENCIES WHERE YOU CAN PAY YOUR BILL
Authorized neighborhood payment agents are located
Download the FREE ComEd Mobile App to view and
throughout the ComEd service area and accept either
pay your energy bill. You will also receive a payment
cash or checks. You can find an agency near you 24 hours
reminder and a notification when your bill is ready to
a day, 7 days a week at ComEd.com/PayInPerson. Or
view. Available for download on iPhone® and Android™
call us at 800-334-7661 and use our Interactive Voice
devices at ComEd.com/App.
Response System. From 7 a.m. to 7 p.m., you can also
speak with a service representative.
PAY ONLINE BY SCHEDULING eCHECK Authorized payment agents may charge a convenience fee
Schedule a same-day eCheck payment by phone, for each transaction.
or online.
• To make a payment by phone, call 800-588-9477.
• To schedule an eCheck payment for FREE,
log in to your My Account at ComEd.com and Deposits
navigate to the Payment Options page below the Deposits earn interest at a rate determined by the Illinois
My Bill & Usage tab. Commerce Commission. Deposits will be refunded if
• Use the FREE ComEd Mobile App you have established a consistent, satisfactory payment
(ComEd.com/App) to make your payment each history that includes all of the following:
month. For payments made over the phone,
ComEd’s service provider, Paymentus, • 12 consecutive months of service with fewer
charges a convenience fee for each transaction. than four late payments.
• No disconnections for non-payment.
• Your meter has not been tampered with.
PAY AUTOMATICALLY WITH AUTOPAY • You have no past-due balance.
With ComEd’s Automatic Payment (AutoPay) program
(ComEd.com/AutoPay), you can receive your
energy bill via mail. Charges for your monthly bill are
automatically deducted from your checking or savings
account on the date the payment is due. You will still
8
DEFERRED PAYMENT ARRANGEMENT (DPA) difficulties, as there may be payment arrangement
options or assistance available if you qualify. Customers
A residential customer owing a past-due amount
who purchase energy from ComEd or retail electric
for service shall be eligible for a deferred payment
suppliers are governed by the same credit policies and
arrangement so long as the customer has not failed to
procedures. Unpaid balances must continue to be paid
complete a previous deferred payment arrangement in
if you choose to select a different retail electric supplier.
the past 12 months. Establish a payment arrangement
Credit action, if necessary, will be taken based on the
at ComEd.com/DPA or contact us at 800-334-7661 to
original due date of the past-due bill.
ask about payment options to avoid disconnection.
If your electric service has been disconnected for non-
payment, and the payment satisfies the total amount
DISCONNECTION AND RECONNECTION needed to restore service, your power should be restored
If you do not pay your bill or deposit, your service may be within 2 hours.
disconnected. Please call us if you are having payment
IF YOU ARE A NEW CUSTOMER, YOU WILL BE REQUIRED TO PAY A DEPOSIT
IF ANY ONE OF THE FOLLOWING APPLIES:
RESIDENTIAL CUSTOMER (CURRENT OR NEW) BUSINESS CUSTOMER (CURRENT OR NEW)
You are applying for service and your previous service was disconnected You cannot provide satisfactory credit references.
for non-payment, and you did not pay the final bill.
We receive a new application for service and the former customer who was A present large commercial or industrial customer may be required to pay a
disconnected for non-payment at the same service location still resides at deposit for indication of financial insecurity
the service location, and we have proof that the new applicant for service
also occupied the service location during the time the previous customer’s
debt accrued (existing and new).
Your credit score is below a predetermined minimum.
It was determined your meter was tampered with at your previous service. It was determined your meter was tampered with at your previous service
EXISTING RESIDENTIAL CUSTOMER EXISTING BUSINESS CUSTOMER
You made four late payments in the past 12 months and your undisputed past You made four late payments in the past 12 months and your undisputed past
due balance has remained unpaid more than 30 days beyond the due date. due balance has remained unpaid more than 30 days beyond the due date.
It was determined your meter was tampered with. It was determined your meter was tampered with.
If you have no credit history.
Note: If you are identified as a low-income customer, you will not be required
to pay a deposit if either of the following applies:
• The request is based on credit score or late payments.
9
Customer Assistance For applications or more information, visit
ComEd.com/CARE or call 888-806-CARE
Programs – (888-806-2273) and choose option 2.
ComEd.com/CARE NONPROFIT SPECIAL HARDSHIP
PROVIDING ASSISTANCE WITH CARE The Nonprofit Special Hardship Program provides a
The ComEd CARE programs grant of up to $2,000 once every two years, to eligible
offer a variety range of nonprofit organizations that may have fallen behind
financial-assistance options on their energy bills, due to hardship such as damage
to help eligible customers pay to property, vandalism, unexpected loss of funding or
their energy bills. View videos general financial hardship.
on our assistance programs at
ComEd.com/CARE. The applicant organization must be a registered 501(c)
(3) nonprofit corporation. To complete an application,
visit Nonreshardship.com. For more information, visit
ComEd.com/CARE or call 888-806-CARE
RESIDENTIAL SPECIAL HARDSHIP
(888-806-2273) and choose option 2.
The Residential Special Hardship Program provides
grants up to $500, once every two years, for eligible
residential customers with household incomes of up to
250% of the federal poverty level and while funds are
available.
Eligible customers must have a past-due balance and
demonstrate a hardship such as job loss or unexpected
loss of income, documented illness, military deployment,
senior or disability hardships, among others. This option
may be available to customers who receive LIHEAP GIVE THE GIFT OF ENERGY
benefits. To learn more, visit ComEd.com/CARE Consider giving a ComEd gift certificate. Convenient
or call ComEd’s CARE hotline at 888-806-CARE and thoughtful, they can be used towards the recipient’s
(888-806-2273) and choose option 2. energy bill and make wonderful gifts. ComEd gift
certificates do not expire and are available in $10, $25,
$50 and $100 denominations.
To purchase:
• Visit ComEd.com/Gift
• Call 888-784-5262 weekdays between
8 a.m. and 5 p.m.
Processing and credit card fees may apply to gift
certificate purchases. Reduced fees are available for
purchases of $250 or more. Bulk discounts are available
for nonprofit organizations purchasing gift certificates to
CHAMP (ComEd HELPS ACTIVE/ assist those in need.
VETERAN MILITARY PERSONNEL)
ComEd’s CHAMP program assists activated and
deployed members of the U.S. Armed Forces, National
Guard, Reserves and honorably discharged veterans with
paying their past-due energy bills. Benefits are available
to eligible customers once every two years, and include
up to $1,000 in bill-payment assistance (while funds are
available), deferred payment arrangements, cancellation
of late charges, deposit reduction and budget billing.
10ICC Information
UTILITY DISPUTE PROCEDURES Save money and energy with the ComEd Energy
To contact ComEd about your account, call Efficiency Program. We offer a variety of ways to save
800-EDISON-1 (800-334-7661). If a representative including fridge recycling, free home energy
is unable to assist, you may ask to speak with a assessments and instant discounts and rebates that
supervisor. If a supervisor is unable to resolve your are all designed to lower your energy costs.
concern, contact the Consumer Services Division of the
Illinois Commerce Commission (ICC):
WAYS TO SAVE FOR YOUR HOME
Inside Illinois: 800-524-0795
Assessments
Outside Illinois: 217-782-2024, (TTY 800-858-9277)
Homeowners can schedule a
FREE home energy assessment
ICC RULES APPLY TO OUR SERVICE STANDARDS that includes FREE products
AND RELIABILITY and a personalized report with
energy-saving recommendations.
As a regulated public utility, ComEd’s service standards Tenants of multi-family buildings
and reliability are governed by applicable Illinois should encourage their property
rules and regulations, including but not limited to the managers to call 855-433-2700 to schedule the
Public Utilities Act and the ICC’s rules (83 Ill. Adm. installation of FREE energy-saving products in tenant
Code). The ICC’s rules may be found at the ICC offices units. ComEd.com/Assessments
at 160 North LaSalle Street, Suite C-800, Chicago,
Illinois 60601 or 527 East Capitol Avenue, Springfield, Rebates
Illinois 62701, or visit ilga.gov/commission/jcar/
admincode/083/08300280sections.html. Get rebates on a variety of
ENERGY STAR® certified
appliances, smart thermostats
and qualifying high-efficiency
ICC CONSUMER SERVICES DIVISION’S INFORMAL
equipment.
COMPLAINT PROCEDURES ComEd.com/Rebates
Please seek assistance from ComEd prior to contacting
the ICC Consumer Services Division. Inside Illinois: Discounts
800-524-0795, Outside Illinois: 217-782-2024, TTY; (ComEd.com/LightingDiscounts)
800-858-9277. For customers who wish to file a formal
Instant in-store discounts are
complaint with the ICC, you must first initiate an
available on select ENERGY
informal complaint. The ICC Consumer Services
STAR® certified LED specialty
Division provides assistance to customers in the
bulb and fixtures. Look for the
resolution of informal complaints. During the informal
ComEd “Lower Price” sticker at
complaint process, an ICC Staff member and a ComEd
participating retailers:
representative will be assigned to your complaint.
ComEd.com/LightingRetailers
ComEd has 14 days to attempt to resolve your
complaint.
11My Account WAYS TO SAVE FOR YOUR BUSINESS
Log in to your ComEd account online or through the When you’re busy
mobile app to view your energy-usage information. You running your business
can analyze your daily energy use, set your preferences, on a day-to-day basis,
pay your bill and more! You can also sign up to receive it’s hard to find time to
Weekly Usage Reports and High-Usage Alerts, and make energy efficiency
enroll in programs to save even more. improvements. But
ComEd.com/MyAccount saving energy can help
you save money and
Energy Efficiency Loans improve your bottom
Financing for the purchase and installation of qualified line. That’s why
efficiency products and services is available for eligible the ComEd Energy
homeowners and owners of residential buildings with Efficiency Program offers ideas and incentives that are
4 units or less. Your loan payment will conveniently be easy to take advantage of and easy to implement. And
added to your energy bill. ComEd.com/EnergyLoan they don’t take a lot of time or money!
To get started schedule a FREE Facility Assessment
OFFERINGS FOR INCOME ELIGIBLE CUSTOMERS at ComEd.com/BizAssessment. For more
information visit ComEd.com/BizIncentives,
If you’re on a limited budget, ComEd can help you save. call 855-433-2700 to speak with a representative,
A variety of incentives and discounts are available to or email us at BusinessEE@ComEd.com.
help you take control of your energy use and save on
your energy bills. Local community agencies will help
you determine your eligibility for home energy
WAYS TO SAVE FOR THE PUBLIC SECTOR
upgrades and energy savings kits.
Visit ComEd.com/IncomeEligible. Public schools, community colleges, municipalities and
other units of local government can save money
and energy through the ComEd Energy Efficiency
ComEd ENERGY EFFICIENCY EMAIL Program public sector offerings. We offer no-cost
assessments, incentives and instant discounts to
The Energy Efficiency email provides ComEd residential help public facilities modernize and operate more
customers with the latest news on available energy efficiently. ComEd can help you save energy and improve
efficiency rebates and discounts, informative energy- your bottom line. For more information on ComEd’s
saving tips and helpful links to online resources that incentives and offerings for public sector customers,
can help you control your energy use. Sign up online by visit ComEd.com/PublicSector, call 855-433-2700,
visiting ComEd.com/EmailMe. ComEd will not share or email PublicSectorEE@ComEd.com.
your email address with any third party and you may
unsubscribe at any time.
ComEd MARKETPLACE
The ComEd Marketplace is an online shopping
experience where you can learn about and purchase
products that can help you save energy and money. You
can also find products that can help make your
home safe and secure. We offer instant rebates on
products, such as LEDs, smart thermostats, advanced
power strips and more. Visit ComEdMarketplace.com
for more information.
12Smart Grid & Smart Meters Optional Programs
A MODERN ENERGY GRID TO SERVE YOU BETTER
Our smart grid helps to ensure fewer and shorter power CENTRAL AC CYCLING PROGRAM
outages, and faster outage restoration. Smart meters A smart and easy way to save
are important building blocks of the smart grid. ComEd
has installed over 4.2 million smart meters in homes Earn credits on your energy bill through ComEd’s
and businesses across northern Illinois. Central Air Conditioning (AC) Cycling program. This
money-saving program is available to customers who
own their home and have central air conditioning.
BETTER SERVICE You can have a Direct Load Control switch installed
at your home, allowing ComEd to cycle your air
Because smart meters automatically send meter
conditioning compressor for a limited time during the
readings to ComEd, they help eliminate estimated bills
summer when electricity is most in demand.
and the need for a meter reader to visit your home;
this helps reduce operating costs, which results in For more information, please visit:
savings on your energy bills. Smart meters can also help ComEd.com/ACcycling
ComEd identify where outages exist so that crews can Two ways to enroll (choose one):
be sent directly to those areas to quickly restore service. • Sign up at ComEd.com/ACcycling
• Call 800-986-0070
TAKE CONTROL & SAVE
Smart meters provide you access to more information ComEd’S HOURLY PRICING PROGRAM
about your energy use through online energy-management Take control of your energy costs
tools. High-Usage Alerts and Weekly Usage Reports
summarize your daily use to help manage your energy Hourly Pricing is an energy supply
bills. You can also enroll in programs – like Peak Time option that allows you to purchase
Savings and Hourly Pricing – that can help you save on energy at hourly prices. You can
energy bills by voluntarily shifting use to times when lower your bill by shifting some of
there is less demand for electricity. your energy use to times when it’s less
expensive, such as nights and weekends.
Get Started Now As an Hourly Pricing customer, you can:
1. If you haven’t yet, create a FREE ComEd online • Receive automated alerts to let you know
account at ComEd.com/MyAccount. Have when energy prices are expected to be high.
your account number handy. • View hourly energy prices, energy use
2. After logging in, view your electricity usage, and bill savings information at
then click on “My Profile” and select “My Alerts ComEd.com/HourlyPricing.
& Notifications.” • Access online tools to help you understand
your energy use.
• Get hourly pricing information through the
FOR MORE INFORMATION FREE ComEd Mobile App (ComEd.com/App).
To learn more about what smart meters can do for you,
visit ComEd.com/SmartMeter. If this program sounds interesting to you, visit
ComEd.com/HourlyPricing or call 888-202-7787
today for more information or to enroll.
Customers who purchase energy from a retail electric
supplier other than ComEd should check with their
supplier before enrolling, as early termination fees may
apply. If you currently do not have a smart meter and you
do not receive your energy supply from ComEd, it may
take up to five billing periods before you become active
on ComEd’s Hourly Pricing program. Savings cannot
be guaranteed. Individual savings may vary based on
market prices, weather and individual energy use.
13PEAK TIME SAVINGS PROGRAM
Solar Energy
Earn during the hottest days of summer Do you know that
You can enroll in ComEd’s Peak Time Savings (PTS) the sun is the
program, which pays you back for using less energy most abundantly
when it is most in demand. Earn a credit on your bill available
when you participate voluntarily on days with Peak renewable
Time Savings Hours. energy source?
• ComEd will notify you on the day Peak Time At ComEd,
Savings Hours occur – as early as 9 a.m. or at we’re committed
least 30 minutes prior to the start. to educating
• Peak Time Savings Hours typically occur for a our customers about their clean energy choices. That’s
few hours between 11 a.m. and 7 p.m. on a few why we offer our Solar Calculator, an interactive, online
different days during the summer. resource to help you understand what solar could mean
• If you can reduce your energy usage during for you. Based on your address, our solar calculator uses
the specified time, you’ll earn a $1 credit for factors like your roof’s pitch and shading to evaluate
every kilowatt-hour (kWh) of energy reduced. your roof’s solar potential and the amount of energy your
• There is no cost to enroll and no penalty if you rooftop system could produce. You can even experiment
don’t participate – you just won’t earn a credit by choosing the percentage of your energy that you want
on your bill for that day, but you can always to come from rooftop solar so you can compare different
participate in future Peak Time Savings Hours. options. Ready to explore your solar options? Simply go to
• The credit will appear on your bill as actual ComEd.com/Solar to get started.
dollars off the total amount due. Plus, PTS is
available to ComEd customers regardless of
their energy supplier. Enroll today. Visit NET METERING: FOR CUSTOMERS WITH SOLAR,
ComEd.com/PTS or call 844-852-0347 for a WIND OR OTHER RENEWABLE GENERATION
savings opportunity you won’t want to miss!
You are eligible to participate in Net Metering if you own
or operate an eligible, private energy system less than
SMART METER CONNECTED DEVICES or equal to 2,000 kilowatts. When you participate in Net
Metering, you can lower your energy bill by producing
Simple, smart technology that gives you control some of the energy your home uses with an eligible,
Smart Meter Connected Devices (SMCDs) enable you private energy system installed at your home. Net
to receive energy usage and cost information through a Metering also allows you to receive credits on your energy
smart device like an in-home display or gateway that is bill when you produce more energy than you use. Learn
wirelessly connected to the smart meter at your home. more at ComEd.com/NetMetering.
SMCDs communicate with the smart meter and can
help you control your energy use and make changes that
can help you save money.
There are a variety of smart meter connected devices,
the most common being In-Home Displays (IHDs)
and smart energy gateways. IHDs are small, table
top devices that can be placed in a convenient area in
your home, and display information in an easy-to-read
format, while smart energy gateways allow you to see
your near real-time whole-home energy usage wherever
you are from your smartphone or tablet.
Learn more about Smart Meter Connected Devices at
ComEd.com/SMCD.
14Customer Choice ComEd will never come to your home or business,
or call you, to:
of Energy Supplier • Sell you electricity.
• Ask for your ComEd account number,
Social Security Number, Tax ID, or other personal
LEARN ABOUT YOUR ENERGY CHOICE OPTIONS information.
All customers within the areas we serve can choose • Ask to see your energy bill.
their energy supplier, This is often referred to as • Ask for immediate payment with a prepaid cash
“Customer Choice.” ComEd will still be your delivery card, cryptocurrency such as bitcoin, or in any form.
services company no matter who you select as your
energy supplier. Learn more about ComEd’s delivery Our field employees may
services charges at ComEd.com/CustomerChoice. knock on your door if they
are unable to access ComEd
Visit ComEd.com/CustomerChoice to: equipment. All ComEd
• Find a list of certified retail energy suppliers in field employees wear a
ComEd’s service territory. uniform with the ComEd
• Estimate the cost of your energy bill using a bill logo, including a shirt,
estimator tool. safety vest and ComEd ID badge.
• Review a list of frequently questions (FAQs) ComEd vehicles are white with a ComEd logo.
about Customer Choice.
To confirm if someone at your door is a ComEd
You may also visit the Illinois Commerce Commission’s employee, or to verify who has called you, simply call
(ICC) PlugInIllinois.org website to learn about 800-EDISON-1 (800-334-7661). Be prepared. Visit
energy competition in Illinois and how to choose a ComEd.com/ScamAlert to learn more.
supplier.
Many communities choose and negotiate with a
supplier on behalf of the residential and small business
Vegetation Management
customers in their communities. This is known as
municipal aggregation. Check with your community DEDICATED TO SAFE, RELIABLE ELECTRIC SERVICE
officials to see if your community has a municipal IN YOUR COMMUNITY
aggregation program and how you can participate or opt Trees play a valuable role in our communities. They
out if you so choose. provide shade, wildlife habitats and many other
environmental benefits. Trees also pose a risk to ComEd
power lines and other equipment. Our vegetation
Consumer Protection management program is designed to improve reliability
and prevent outages through regularly scheduled
trimming, spot trimming, tree removal and storm
PROTECT YOURSELF FROM FRAUD damage clearance. ComEd has International Society
ComEd wants to help you be informed so that you can of Arboriculture (ISA) Certified Arborists on staff
identify energy-related fraud and protect your money to ensure that tree trimming follows professional
and personal information. We regularly receive reports standards and industry best practices.
of scammers posing as ComEd employees. Scammers
may also call you from what appears to be a ComEd
phone number and may threaten to turn off your BEFORE YOU PLANT A TREE
service. Go to ComEd.com/SmartPlanting to download The
Power of Smart Planting booklet. It contains species
recommendations and height guidelines. Or seek
information from the Morton Arboretum (MortonArb.
org). Then call 811 or visit Illinois1Call.com to have
nearby gas, electric and telephone lines identified before
you dig. It’s the law. See page 6 for call information.
15DID YOU KNOW?
Trees and other vegetation cause approximately
ComEd in Your Community
13 percent of power outages. Through routine tree ComEd powers lives in our community by supporting
maintenance, ComEd is better able to provide you nonprofit organizations and programs that positively
with safe, reliable electric service. To learn more, visit impact customers in northern Illinois. Seasonal
ComEd.com/Trees. All tree trimming is performed by sponsorships include holiday lighting festivals that
qualified arborists trained to work around power lines. provide discounts and fun activities for families, as
Never attempt to work on, trim or climb a tree that is in well as parades and festivals that celebrate diversity in
close proximity to a power line. our community and educate customers about ComEd
services. Learn more about our community involvement
and sponsorships at ComEd.com/Community.
BROOKFIELD ZOO BROWSE PROGRAM
One hundred percent of our tree trimmings are recycled. Visit ComEd at a community event to learn about
But did you know that during the summer months energy management, tools and programs that can help
when trees are flush with foliage up to 50 cubic yards of you reduce your energy use and save money. For a list of
approved plant and tree species trimmings are delivered upcoming events, visit ComEd.com/Events.
to Brookfield Zoo each week to feed zoo animals?
ComEd’s Brookfield Zoo Browse Program (BrookfieldZoo.
org) provides welcome nutrition to giraffes, gorillas, ComEd’s SMART ENERGY HUB
kangaroos, camels and more! Explore the Future of Energy
Children in grades K-12
and adult learners can
Property Manager Portal experience the world of
energy through a free field
trip to ComEd’s Smart
HELP ENSURE CONTINUOUS SERVICE Energy Hub. With locations
TO YOUR PROPERTIES in Chicago and Rockford,
Property managers can establish Landlord Agreements these state-of-the-art facilities feature interactive
with ComEd that provide continuous service to rental exhibits to create an experience that cannot be
units between the time a tenant moves out and a new duplicated in the classroom. Visitors learn about energy
tenant moves in. When you establish an account at generation and delivery, home energy management,
ComEd’s Property Manager Portal, you have these solar energy and smart grid technology. The experience
convenient management benefits at your fingertips. is supported by a science, technology, engineering, and
math (STEM) curriculum and additional resources that
• View and manage energy service account are available to teachers.
responsibility for all your units and properties
online. Learn more at FieldTripFactory.com/ComEd. Tours
• Instantly transfer energy service account are available for senior and community groups too!
responsibility to new tenants.
• Add and remove units and properties from
Landlord Agreements at any time. ComEd ENERGY FORCE AMBASSADORS
• Receive notification when account responsibility In 2012, ComEd launched a first-of-its-kind energy
has been transferred back to you. efficiency program taught by individuals with
• Create new Landlord Agreements. developmental disabilities. Energy Force ambassadors
(ComEd.com/EnergyForce) participate in community
Visit ComEd.com/Landlord today and create an events to teach others about energy efficiency. To learn
account. more email us at EnergyForce@ComEd.com.
16ComEd COMPETITIVE-GRANT PROGRAMS ComEd YOUTH AMBASSADOR PROGRAM
Working with After School Matters, an organization
Each year, ComEd invests in organizations that support
founded by former Chicago First Lady Maggie Daley,
education, the environment, public safety initiatives, arts
our Youth Ambassador Program provides approximately
and culture and neighborhood development programs.
100 Chicago-area high school students the opportunity
Through three competitive-grant programs – Green
to become advocates for energy management and solar
Region, Powering Safe Communities and Powering the
education. Students aged 14-18 learn first-hand from
Arts – ComEd and partnering organizations award
energy industry experts about the benefits of energy
grants up to $10,000 for qualifying projects in the
management and solar technology, and then share this
areas ComEd serves. Visit ComEd.com/Grants for
information with peers, neighbors and residents.
information on each program, including qualifications
For more information visit AfterSchoolMatters.org.
and application deadlines.
DISCOVER THE SPARK OF ENERGY EDUCATION ComEd’s POWERING LIVES NETWORK
With stories updated frequently, the Powering Lives
Education is power. As a STEM-focused company,
Network is a website that shines a light on how
ComEd is committed to investing in the country’s
ComEd supports customers, advances clean energy,
future generation of innovators.We have created a
drives innovation and empowers communities. Learn
variety of dynamic education programs focused on
about the customers, employees, leaders and community
explaining how energy works, improving energy
partners behind the news. From how ComEd paves
efficiency and learning activities that are relevant
the path for students in STEM to energy-saving tips,
and interesting. Find out about the programs that
these stories don’t appear anywhere else. Explore and
can benefit you as a teacher, parent, student or adult
subscribe at PoweringLives.ComEd.com.
learner at our newly revamped education website –
ComEd.com/Education.
ComEd’s ICEBOX DERBY
The first-of-its-kind ComEd Icebox Derby brings teen girls
from across Chicagoland together to work in teams with
ComEd mentors and transform recycled refrigerators into
electric racecars. On race day, the teams put their cars to
the test in a head-to-head competition with their fellow
Icebox Derby racers to take home the STEM Cup and
scholarship money and other prizes. To learn more, visit
IceBoxDerby.com.
© Commonwealth Edison Company, 2020.
The ComEd Energy Efficiency program is funded by ComEd customers
in compliance with state law. iPhone® is a registered trademark of Apple, Inc.
COMEDWELCOMEKIT 10/20
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