Customer Service > Service Changes & Options > Serving You
Dayton Power and Light created this brochure to provide you with information about the services we offer. If you have any questions, call us at 937- 331-3900 or 1-800-433-8500, or explore our web site.
Index of Topics (Click a link below to jump to that section of the brochure)
Your Electric Service
Installation of Service
Disconnection and Reconnection of Service
Material Changes in Customer Equipment
Rates
Your Meter
Meter Installations
Meter Testing
Meter Reading
Our Employees Carry ID
Call Before You Dig
Paying Your Bill
DP&L Payment Options
Payment Assistance Programs
Ohio Electric Choice
Competitive Retail Electric Service Providers
Alternative Supplier Default, Switching Cost
Cancellation Rights
In the Event of Slamming
Confidentiality
Protecting Your Account Information
For More Information
Your Electric Service
If you’re new to the area, call us to establish service. Our customer representatives will ask your name, the address where you wish to establish service and your telephone number. If a customer fails to establish credit worthiness, we have to ask for a security deposit to ensure that unpaid bills do not become a burden for all customers. The deposit is usually a little more than the average monthly bill. If you maintain a good payment record for one year (two years for nonresidential accounts), the full deposit amount plus interest will be credited to your account. A guarantor may be provided instead of a deposit. The customer of record is responsible for paying the DP&L bill. Call us at least three working days in advance if you need to disconnect or transfer service.
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Installation of Service
If you are planning to build a new home, contact us at least two months before you need electric service. We’ll send out a DP&L representative to your site and conduct an electric survey. Our representative will let you know what you need to do to get your service installed.
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Disconnection and Reconnection of Service
There are certain situations that may cause DP&L to disconnect a customer’s service. Some of these include disconnection at the customer’s request; fraud, loss or damage; danger; and non-payment.
To have service restored because of non-payment requires payment of the past due amount or any previous pay agreement plus reconnect charge(s). A security deposit or guarantor will be required if no paid deposit or guarantor exists on your account.
Service reconnections are performed on normal business days, Monday-Friday. To reconnect the same day as requested requires payment in full and a call to DP&L at 937-331-3900 or 800-433-8500 by 12:30 pm. If we receive your call on a Friday after 12:30 p.m. notifying us of payment, your service may be off until Monday.
For safety reasons, we recommend that a responsible adult be home when your service is reconnected. We can, however, reconnect service without a responsible adult being home if the main breaker is off. Regardless, you should examine and turn off all appliances in your home prior to reconnection for your safety.
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Material Changes in Customer Equipment
Call DP&L as soon as you know that you will need a change in your equipment or in our facilities that serve you. You may be responsible for charges associated with changing the equipment. Some examples of material changes in customer equipment include: up-grading your service, adding three-phase service, relocating facilities and adding facilities.
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Rates
DP&L’s rates and tariffs are available for review at the company’s office upon request, view tariffs on our site or the PUCO’s web site. Upon an inquiry regarding rates or energy efficiency, DP&L will inform you of any available and existing alternative rates or energy efficiency programs. Information regarding energy efficiency programs can also be found at www.dpandl.com/save. Customers may request up to 24 months of usage history and 24 months of payment history free of charge. Customers may review a copy of the electric service and safety standards on the PUCO’s web site or obtain a copy from the PUCO upon request.
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Meter Installations
DP&L will install one meter and metering equipment for each customer premise. Contact DP&L as soon as you know that you need a meter installation. Meters we install remain our property. There may be charges that you will be responsible for.
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Meter Testing
Periodically, we test meters to ensure their accuracy. We may need to gain access to the meter to conduct this testing. Customers may request that their meter be tested, free of charge, once in a 36 month period. The test is always free if the meter proves to be faulty. Otherwise, there may be charges for the test.
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Meter Reading
DP&L is required to obtain an actual meter reading when you initiate or terminate electric service if the meter has not been read within the preceding 60 days. If the meter has not been read within the preceding 33 to 59 days, you have the option to have an actual meter read at no charge. Customers may also request two actual reads per calendar year, at no charge, if the customer’s usage has been estimated for more than two of the preceding, consecutive billing cycles or there are reasonable grounds to believe the meter is malfunctioning.
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Our Employees Carry ID
All of our employees carry photo identification cards. If you aren’t sure if the meter reader or service person is a DP&L employee, ask them to present identification and state the reason for the visit. If you’re still not sure, call us before allowing the person into your home.
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Call Before You Dig, 800-362-2764
At least 48 hours before you start any kind of digging or construction on your property, call the Ohio Utility Protection Service (OUPS) to check the location of underground utility lines.
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DP&L Payment Options
By Mail- We provide a self-addressed envelope with your statement to make paying by mail easy. Please allow 7 days.
Pay Agents- DP&L accepts payments at authorized agents throughout our 24 county service territory. See the list online or call DP&L customer service to find out the location of the agent nearest you.
Automatic Payment Plan-This plan allows you to have your DP&L bill amount automatically deducted from your bank account. You’ll still receive a statement each month that shows your energy usage.
Budget Billing- Budget Billing helps you manage your electric costs by paying the same amount each month. The Budget Billing amount is based on historical usage and may be adjusted to reflect abnormal weather conditions or changes in usage patterns.
Extended Payment Plan- If you’re having trouble maintaining energy service, contact us for an individualized payment plan. Our representative will consider the amount due, your ability to pay and your credit history. Available payment arrangements include one-third payment and six-month payment plans.
Third Party Notification- You may arrange for a third party to be notified if your household faces loss of service. The third party may be a friend, relative, minister or organization. Notice will be sent to both you and the designated third party.
Medical Certification Program- If you receive care for a serious medical condition and need help paying your energy bill, you may qualify for this program. You must be a permanent resident and you must be certified by a licensed physician, a local Board of Health physician, physician assistant, clinical nurse specialist, certified nurse practitioner or certified nurse-midwife. DP&L can defer payment for 30 days, up to 90 days per household per year.
Percentage of Income Payment Plan (PIPP)- PIPP can help you maintain your energy service by allowing you to pay only a percentage of your income for energy used during the heating season. During the summer, you must pay either a percentage of your income or your actual bill, whichever is higher.
Equalized Payment Plan- DP&L offers a Balanced Payment Plan referred to as the Equalized Payment Plan (EPP). It allows the PIPP customer to pay the same installment amount year-round. The installment amount is based on income, heat source and actual summer electric service.
Percentage of Income Payment Plan Credit Program- Customers who have been on the PIPP program for one year and have more than 12 months PIPP arrears may be eligible for PIPP credits. The amount of credit is based on the total 12 months arrears. This credit is applied to the outstanding balance and not to the current installment.
Fresh Start Program- This is an arrearage-crediting program for customers no longer on PIPP.
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Payment Assistance Programs
Home Energy Assistance Program (HEAP) 1-800-282-0880 - HEAP provides assistance paying your winter heating bill depending on the size of your household, your total income and the type of heating fuel you need.
Emergency Home Energy Assistance Program (EHEAP) 1-800-282-0880 - From November 1st to April 15th, if you are unable to pay your energy bill or have less than a 10-day supply of heating fuel, EHEAP may provide funds to continue or restore your service for up to 30 days. You may also be able to use the funds to help repair a heating system.
Ohio Energy Credit Program (OECP) 1-800-282-4310 - If you are an income-eligible senior or have a physical disability, the Ohio Energy Credit Program may be able to help pay a percentage of your winter heating costs.
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Competitive Retail Electric Service Providers
Customers can obtain a list of competitive retail electric service providers by contacting DP&L at 800-929-8646 or see the list online.
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Alternative Supplier Default, Switching Cost
Customers returning to DP&L’s standard offer due to default, abandonment, slamming or certification rescission of an alternative generation supplier will not be liable for costs associated with the switch.
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Cancellation Rights
If a change in generation supplier is initiated for a residential customer or small commercial customer, DP&L will send a notice confirming the change. The customer has a right to cancel any change in supplier within seven calendar days after the notice has been sent by calling DP&L at the telephone number on the notice.
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In the Event of Slamming
If a customer’s electric bill reflects a supplier not chosen by the customer, the customer should call the PUCO to initiate a slamming investigation. If the PUCO determines that the customer’s service was changed without authorization: the customer will be switched back to their previous supplier without charge to the customer; the customer’s account will be credited for any switching fees resulting from the customer being switched without proper authorization; and the customer will be credited or reimbursed for any charges in excess of what the customer would have paid absent the unauthorized change in electric service provider, excluding distribution charges.
If a customer participates in the percentage of income payment plan or in government aggregation, the customer’s generation and/or transmission supplier may be different than DP&L. In the case of an opt-out aggregation program, the customer would have been switched by their local government unless that customer affirmatively “opted-out” of the program.
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Confidentiality
DP&L treats customer information with confidentiality. We will not disclose a customer’s account number and/or social security number without the customer’s written consent or electronic authorization. The only exceptions are consumer credit evaluation, collection and credit reporting, alternative supplier credit and collections, participants in programs funded by the universal service fund, such as the percentage of income payment plan, governmental aggregation and as ordered by the PUCO, another government agency or the courts. The PUCO is not prohibited from accessing records or business activities that would allow it to effectively monitor customer calls to DP&L’s call center.
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Protecting Your Account Information
As a part of Ohio Electric Choice, DP&L is required to include your name, address, and usage information on a list of eligible customers that is made available to other electric service providers. You can remove your name from this list online or by calling
DP&L.
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For More Information
If your complaint is not resolved after you have called Dayton Power & Light and/or your supplier, or for general utility information, residential and business customers may contact the Public Utilities Commission of Ohio (PUCO) for assistance at 1-800-686-7826 (toll free) or for TTY at 1-800-686-1570 (toll free) from 8 a.m. to 5 p.m. weekdays, or at www.puco.ohio.gov
Residential customers may also contact the Ohio Consumers’ Counsel for assistance with complaints and utility issues at 1-877-742-5622 (toll free) from 8 a.m. to 5 p.m. weekdays, or at www.pickocc.org
Dayton Power and Light Customer Service
Dayton Area
Toll Free
TTY |
937-331-3900
800-433-8500
800-750-0750 |
www.dpandl.com
PO Box 1247 Dayton, OH 45401
Public Utilities Commission of Ohio
Consumer Services Department Public Interest Center
Toll Free
TTY |
800-686-7826
800-686-1570 |
www.puco.ohio.gov
180 East Broad Street Columbus, OH 43215-3793
The Ohio Consumers’ Counsel
www.pickocc.org
10 West Broad St., Suite 180 Columbus, OH 43215-3485
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