Appalachian Power temporarily suspends all service disconnections for non-payments

Appalachian Power understands the critical nature of the services we provide and is committed to the health and safety of our customers, communities and employees. We prepare for all types of emergencies, but have updated our plans for the COVID-19 pandemic. We are closely monitoring the situation and don’t anticipate COVID-19 will disrupt our ability to provide electric service for our customers.

  • As state and local governments are moving swiftly to combat the spread of COVID-19, we are working with them to ensure that our essential employees are designated as critical responders and are able to travel as necessary to keep the lights on. We also are working to make sure that equipment suppliers and support industries essential to our business can continue operating.
  • All state orders issued to date have designated our employees/contractors as critical responders.

Billing and Financial Hardship

Because we know that many of our customers are facing unusual financial hardships, we have temporarily suspended all service disconnections for non-payment. We urge customers to try to keep their accounts current. If a customer is having trouble paying their bill, they should contact us by phone or through Facebook or Twitter to discuss payment options.

Workforce Safety

We have taken significant steps to keep our employees healthy and ensure we can still serve our customers.

  • Our line workers and other employees critical to maintaining service are working in smaller teams, adjusting work schedules, practicing social distancing, monitoring themselves for any symptoms and taking other prevention measures recommended by the CDC. All employees who can are working from home to help prevent the spread of the virus.
  • We are continuously educating our employees about COVID-19 and collaborating with other companies in our industry, government experts and public health agencies to adjust our response. We’re also continually monitoring and working to heighten employee and customer awareness of scams as well as cyber security risks.
  • We have restricted outside visitors to all of our facilities (with the exception of delivery trucks), restricted all business travel that is not business critical, and restricted participation in face-to-face meetings, both internal and those hosted by outside groups.
  • We are monitoring any coronavirus tests, diagnoses and exposures of our employees and their household members, as well as personal international travel and international visitors staying in their homes. Some team members will be asked to self-monitor or self-quarantine depending upon their exposure.
  • This is a rapidly evolving situation. We are following recommendations from the Centers for Disease Control and Prevention and continually reviewing our responses and the guidance we are providing to our employees.

Have Questions?

We continue to monitor the situation and will update customers accordingly. In the meantime, we’re available to address concerns at 800-956-4237 and through Facebook and Twitter.

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