Welcome Home. Your Indianapolis Power & Light Company customer information handbook - AES Indiana
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Welcome Home.
Your Indianapolis Power & Light Company
customer information handbook.
Welcome to IPL Table of Contents
IPL provides retail electric service to residential, Create an Online Account 3
commercial and industrial customers in Indianapolis
and other central Indiana communities. Since the Contact Us 4
company’s creation in 1926, IPL’s people have been
committed to improving lives by providing safe, reliable
Customer Safety & Security 5
and sustainable energy solutions.
Our people are dedicated to making a difference in Electric Reliability 7
the communities in which we live and serve. Not only
does IPL provide more than $2 million in financial Report Power or Street Light Outages 8
contributions to nonprofit organizations, but we
also offer opportunities to contribute to sustainable Electric Equipment Responsibility Outages 9
community initiatives through volunteer activities.
IPL is a part of The AES Corporation, whose global Billing Options 10
workforce is committed to operational excellence and
meeting the world’s growing power needs. Security Deposit Charges 10
Payment Options 11
Home Energy Savings 12
Past Due Bills & Assistance 12
Customer Rights 12
Disconnection for Nonpayment & 13
Reconnection Guidelines
Customer Programs & Services 14
Special Assistance 14
Braille, Large Print, Hearing/Speech Impaired,
Translation Services, Third Party Notification
1 Welcome Home IPLpower.com 2
Create an Online Account
Visit us at IPLpower.com to set up your online
account. You will need your IPL account
number and your mailing address zip code.
It’s the quickest and easiest way to manage
your account at your convenience.
With an IPL online account, you can:
• Access account info
• Make a payment Contact Us
• Enroll in IPL Budget Billing
• Request a payment extension Customer Service Line
• Start paperless billing Residential
• Sign up for IPL Green Power Option 317.261.8222
• Track your energy usage with online Toll-free: 888.261.8222
account features CustomerServices@aes.com
and much more. Business
317.261.8444
BusinessCustomerServices@aes.com
Visit IPLpower.com for hours of operation. Automated attendant during
after-hours and weekends.
Customer Service Center
2102 N. Illinois St.
Indianapolis, IN 46202
Visit IPLpower.com for hours of operation.
“Lights Out, Day or Night”
Emergency Hotline
317.261.8111
Moving? Connect, Disconnect Call Before You Dig
or Transfer Service Call 811 before you dig to avoid injury and property
Connecting, disconnecting or transferring damage caused by digging into utility lines.
service online is easy at IPLpower.com.
Complete an easy form, verify your Follow us
information is correct, and click submit.
Confirmation of your IPL online service order Check out our blog at IPLpower.com/blog.
will be e-mailed to your inbox.
3 Welcome Home IPLpower.com 4
At IPL, we don’t just
talk safety. We live it.
Customer Safety and Security Online Security
IPL’s website uses a variety of web protection
My Account and Privacy products including, but not limited to, firewalls,
Only account holders or expressly authorized etc. You should always log out of the interactive
individuals can access your account information. portion of our Web site when you have finished
Upon a customer’s request, IPL will share your session. The site will also automatically log
information with other local utility companies for you off of an interactive session after a period
credit purposes only. IPL uses an external credit of inactivity.
reporting agency to determine credit-worthiness.
We have established security procedures to Payment Scams
ensure that information is being shared securely IPL reminds customers not to provide personal
and only with authorized representatives. information or comply with requests for payments
unless they are confident with whom they are
Occasionally, we may hire third parties to act on
speaking to. Customers are asked to notify IPL if
our behalf for activities such as market research
they receive a call and are unsure that the caller is
surveys, billing, technical support or contest entry
truly an IPL employee.
processing. These parties will not be permitted to
use personally identifiable customer information • If IPL does call a customer, our representative
except for the purpose of providing their specific will have specific and accurate information
services, and they are not permitted to disclose, related to the customer’s billing and account.
transfer or sell personally identifiable information.
• IPL does not require or strongly recommend a
IPL Employees specific payment method or type. We offer a
All IPL employees and agents are required to carry variety of payment options so customers can
a company-issued photo ID. Please ask to see select the one that best suits them.
proper employee identification at any time you may • IPL does place automated calls to notify
have concerns about someone representing IPL on customers of past due amounts.
or near your property. Contact IPL immediately
with any additional concerns related to employee For more information about payment scams, visit
representation. IPLpower.com/scam.
5 Welcome Home IPLpower.com 6
Does IPL still read my meter?
Electric Reliability An IPL representative may periodically visit to
audit our meters and equipment and manually
At IPL, we know that our customers depend on check meter reads for system accuracy.
us to provide the electricity they need to power However, we do not need to visit on a monthly
their lives every day. Our philosophy is that the basis in order to obtain accurate meter reads.
best time to fix a power outage is before it ever
happens. That’s why we design our system with
built-in reliability measures, and we conduct Report Power or
routine inspection and maintenance programs. Street Light Outages
Even with IPL’s complex infrastructure
Trees and Reliability designed to protect our system against
Misplaced or improperly maintained trees often outages, we know that sometimes the power
cause power outages and can be dangerous does go out. When outages occur, we work
when branches come in contact with power lines. 24/7 to restore electric service.
To prevent contact, IPL has a tree-pruning, line-
clearing program that operates on a 36-month We make it easy and convenient to report power
cycle. Have a tree trimming question? Call the and street light outages. To report an outage
IPL Line Clearing Department at 317.261.8128 or update your account phone number, visit
or email at treetrimming.ipl@aes.com. For IPLpower.com/outages or call 800.261.8111.
information on how to properly plant trees, Identify yourself by account number, phone
check out our Right Tree, Right Place program at number or service ID to report your outage in
IPLpower.com/trees. just a few short and simple steps.
Metering
IPL has utilized Automated Meter Reading
(AMR) since the late 1990’s. AMR is a one-way,
wireless, data transmission system. The AMR
meter collects usage information and sends it
to IPL to use in billing.
Over the past few years, IPL has begun slowly
deploying Automated Metering Infrastructure
(AMI) technology. This allows real-time
two-way communication between metering
endpoints and the utility. Enhanced customer
outage information as well as additional insight
for customers into their electricity usage are
just a few benefits of AMI technology.
7 Welcome Home IPLpower.com 8
Electrical Equipment Billing Options
Responsibility Guide
E-Bill
IPL installs and maintains your service line (1) and
Go paperless! It’s an easy and secure
electric meter (2). If your service line or electric
way to receive, view and pay your bill
meter is damaged, please call 317.261.8222.
your bill each month.
1
5 6 Budget Billing
Pay about the same amount each month
for 11 months and settle the difference
on the 12th month. Enroll Now.
2
Preferred Billing Date
4
Contact IPL Customer Services to
7 discuss a billing due date that is
convenient for you.
8
Security Deposit Charges
3
IPL Responsibility Customer Responsibility
Applicants may be required to make a cash
1 IPL Service Line 4 Meter Base deposit. Such deposit shall not exceed one-
2 IPL Meter 5 Weatherhead sixth of the estimated annual cost of service to
3 In most cases, IPL is 6 Service Line Roof Anchor the applicant. Each utility shall determine the
responsible for the
7 Conduit
creditworthiness of an applicant or customer
underground wires that run
to a customer’s meter base
in an equitable and nondiscriminatory method.
8 Ground Rod and Fittings
if service is supplied by Refer to the IURC – Customer Rights and
underground power lines. Responsibilities for additional information.
Damage Claims Late Charges
IPL evaluates claims on a case-by-case basis in a fair and Late payment charges may be assessed in
professional manner. Determination of any compensatory accordance with electric utility regulation when
award is based upon factual detail and in accordance paying past the due date on your bill. Refer to
with tariffs and guidelines on file with the Indiana Utility “Customer Rights” for additional information.
Regulatory Commission (IURC). For more information on
Damage Claims, visit IPLpower.com/claims or email us at
IPLdamageclaims@aes.com.
99 Welcome Home IPLpower.com 10Payment Options Home Energy Savings
IPL offers ways to help manage your energy
use with energy efficiency programs. For more
Online information, visit IPLpower.com.
Sign in to your IPL online account and
make an online payment from your
bank account or credit card. Past Due Bills and Assistance
(Credit card: Service fee applies, $1,000 limit)
If you’re having difficulty paying your bill, you
may contact us for payment options, including
Phone payment extensions. We also offer referrals
Call 317.261.8222 or 888.261.8222 to resources like Community Action of Greater
and follow the easy prompts to make Indianapolis (CAGI), your local Township Trustee
your payment. offices and neighborhood community centers
for additional support.
Autopay
Have your amount due automatically
withdrawn from a bank account. Visit Customer Rights
IPLpower.com/autopay to enroll. The IURC provides customer rights for Indiana
utility customers. This information can be found
at the following locations:
Pay in Person
Check out IPL’s walk-in facility • Online at in.gov/iurc
location along with all of IPL’s • U.S.P.S. Mail:
authorized pay agent locations online Indiana Utility Regulatory Commission
at IPLpower.com/PayInPerson c/o Consumer Affairs Division
101 W. Washington Street, Suite 1500E
Mailing Address Indianapolis, Indiana 46204
Indianapolis Power & Light Company • Call:
P.O. Box 110 Local: 317-232-2712
Indianapolis, IN 46206 Toll free: 1-800-851-4268
TDD: 317-232-8556
Fax: 317-233-2410
11 Welcome Home IPLpower.com 12Disconnection for Nonpayment Customer Programs
and Reconnection guidelines and Services
Customers should contact IPL for reconnection IPL offers a variety of programs and services to
requirements. Generally, payment for the total help you pay your bill, manage your budget and
past-due account balance and reconnection fees much more. To access these services, just give us a
may be required before the service reconnection call at 317.261.8222.
can occur. In addition, a security deposit may be
assessed. Customers are required to contact IPL Outdoor Lighting
to establish what is required for the account to In need of additional outdoor lighting? For more
be reconnected. information about IPL’s lighting services, visit
IPLpower.com/outdoorlighting.
• IPL will provide a disconnection notice 14
days prior to disconnection, unless a safety Green Power Option
hazard is present. Support renewable energy for just a couple
• IPL will make a reasonable attempt to notify more dollars per month. To learn more, visit
someone at the residence of a pending IPLpower.com/greenpower.
nonpayment service interruption.
• Under normal circumstances, IPL will not
Electric Vehicles
interrupt service if you are able to provide If you own an electric vehicle or are considering
proof that your bill has been paid or is purchasing one, check out IPL’s special charging
under review with the IURC. (Not applicable: rates, home charging program and public charging
Court orders; Electric Theft or Tampering) stations at IPLpower.com/EV.
Please note the IPL person performing the
disconnection is not able to accept payment.
Special Assistance
• Vision Impaired: To request large print or
• Utilities shall postpone the disconnection
braille bills, call 317.261.8222.
of service for ten (10) days if, prior to the
disconnect date specified in the disconnect • Hearing and Speech Impaired: Contact IPL
notice, the customer provides the utility through Relay Indiana 800.743.3333.
with a medical statement from a licensed • Translation Services: Call 317.261.8222.
physician or public health official that states
• Third Party Notification: Third Party
that disconnection would be a serious and
Notification provides a free secondary notice
immediate threat to the health or safety
when electric service may be disconnected
of a designated person in the household
for nonpayment. Third party persons are not
of the customer. The postponement of
responsible for bills. Call 317.261.8222 for
disconnection shall be continued for one
additional information.
(1) additional ten (10) day period upon the
provision of an additional such medical • Detailed Bill: Contact IPL Customer Service
statement. at 317.261.8222 for additional information.
13 Welcome Home IPLpower.com 14Keep your account information handy: My IPL Account #: My IPL Account Phone #: My IPL Business Service ID #: (Located on your IPL bill in the “Metered Electric and Other Services” area)
You can also read
