Return to Power Outage Management

OUTAGE NOTIFICATION - FREQUENTLY ASKED QUESTIONS

1. What is the proposed process for restoration at TNMP when a REP
calls with a customer's outage?

As of January 1, 2002, REPs and customers will be provided with a toll-free number to notify the T&D Company of interruptions in service.  TNMP has built a strong reputation of providing superior customer service by maintaining a local presence in the communities it serves.  Due to this fact, TNMP employees typically live in their respective service areas and are thereby positioned to deliver exemplary customer service in a timely manner.

During significant events, Customer Representatives may be brought in during "after hours" emergencies to answer telephones in the local office to expedite the service restoration process.  At peak call times, this can enhance restoration efforts by answering the phone locally as opposed to transferring the phone to the "after hours" answering service which may be inundated with customer calls.  During extensive outages, circuits are prioritized based on the number of customers and nature of customers served; i.e. hospital, nursing homes, etc.  The larger circuits and circuits providing energy needs to critical customers will be restored first.  Other outages are logged in as they are received and handled as soon as possible.

2. What information will TNMP require from the REP to process outages?

TNMP will require customer name and contact name, phone number, associated ESI ID#, service address, property description and directions, if necessary.  Pursuant to Sec. 4:11 of the Tariffs for Retail Delivery Service, retail customers may directly call the T&D Company regarding notification of interruptions, irregularities and service requests.

3. What process will be used to notify REPs and customers of planned power outages?

At the present time, TNMP does not have in place an Automated Outage Notification System.  TNMP will use electronic mail to notify REPs of planned interruptions.  As in the past, TNMP will appeal to the media to notify the general public in affected locations of planned power outages.  As is the current practice, through media contacts, customers will be advised of expected outage durations.  In addition, special consideration will be given to Life Support Customers and Critical Customers.  Critical Customers' loads include utility operations such as water and sewer operations, which affect the public interest.

4. What process will be used to notify REPs and customers during periods of interconnected transmission system emergencies?

TNMP will maintain a list of all licensed REPs operating in the T&D Service Territory.  During periods of interconnected transmission system emergencies, the League City System Dispatch Center will be kept advised of restoration efforts during emergency situations.  The Dispatch Center will contact the affected REPs so retail customers can be informed of the emergency and of ongoing efforts to minimize the situation.  In addition, the local media (i.e., radio and TV stations) will be called upon to assist with announcements.

5. What process will be used to notify REPs and customers of potential weather-related outages?

TNMP may provide specialized newspaper articles and other educational materials to help inform customers and the general public of the potential weather-related events.  An example would be where customers are reminded of the upcoming Hurricane Season to encourage Gulf Coast residents to make preparations and precautions as necessary, should a major storm materialize.  TNMP will also advise REPs operating in its service territory of preparations being done by the utility to prepare for a possible disaster and of our approach to managing the service restoration process during such an event.  In addition, TNMP maintains an "in-house" Emergency Operations Plan which identifies Critical Customers and provides information, such as food and lodging, for employees working in the restoration process.