City Council reviews El Paso Electric disconnection policy
Update (4:20 PM): El Paso Electric released the following statement:
"We are aware of the City Council of El Paso’s request for an analysis to ensure that our service and existing programs are meeting customer needs and will provide the information requested in the next 30 days while also highlighting the many resources we already have in place to assist our customers.
We are committed to providing reliable service to all customers while following disconnection guidelines set by our regulator, the Public Utility Commission of Texas. Service may be disconnected after proper notice for reasons such as non-payment, failure to meet payment arrangements or non-compliance with deposit requirements. Customers receive a minimum 10-day notice before disconnection, during which time they may contact us to discuss available assistance or alternative payment options. We do not conduct disconnections on Fridays, weekends or holidays. We encourage all customers to read Your Rights as a Customer available at epelectric.com."
Karmen Mayorga | El Paso Electric
Public Relations Specialist
Update: The item passed unanimously after the specifics of the action request were amended. This directs the city manager and city attorney to ensure compliance by El Paso Electric with state disconnection policies and to explore local safeguards, that would exceed state requirements, for El Paso customer protection and El Paso Customer Service’s processes and return to city council in 30 days with recommended safeguards.
EL PASO, TX (KVIA) — El Paso City Council will discuss new protections for El Paso Electric customers facing service disconnections, following concerns that nearly 25% of customers are behind on their bills.
City Representative Cassandra Hernandez placed the item on today's agenda after reports suggested potential issues with El Paso Electric’s compliance with state regulations.
Texas law requires utility companies to provide notice and offer deferred payment plans before disconnecting service. These rules are designed to protect vulnerable customers, particularly those facing illness or extreme weather conditions.
According to agenda documents, many residents are enrolled in payment plans following Advanced Metering System (AMS) installations, which some believe have led to higher bills and increased disconnection risks.
Council is set to review whether El Paso Electric is fully complying with state regulations, examine the effects of AMS installations on customer billing and payment plan enrollments, and consider additional municipal safeguards, beyond state requirements.
Local protections can include extended notice periods, additional protections for low-income and elderly residents, or a mandate for El Paso Electric to offer alternatives before proceeding with a disconnection.
A spokesperson for El Paso Electric told ABC-7 that the company is already working with the city to address these questions.
The city council meeting will begin at 9 a.m. at City Hall. Stay with ABC-7 for the latest developments.
