Frequently Asked Questions
|
What should I do if I lose power? When your lights go out, if you have access to the internet, report it online, or call 1-888-LIGHT- KC (544-4852). Our response line is automated, because it’s the fastest way to get your information to our crews. What happens when I report an outage? Your call sends a work order through our outage management system. Troubleshooters go to the outage location to assess the problems. If they can't fix the damage, a line crew is sent to make repairs. When will my service be restored?
Estimating how long it will take to get your lights back on isn’t as easy as you may think. Clearing debris from lines and replacing poles are labor-intensive processes that can vary based on location and environment. Difficult terrain, muddy or slick ground conditions, fences, rain, snow, and other obstacles slow progress, even when crews arrive with all the materials they need. That’s why even with our crews working 16-hour shifts during major outages, we can’t give an exact time your power will be restored. We do, however, try to let our customers know if storm-related outages are widespread or may last multiple days. How does KCP&L prioritize service restoration? Why does my neighbor have power and I don't? Who's responsible for the repairs if my meter is damaged? KCP&L has three service areas and each has different requirements for who’s responsible for handling meter damage. To determine the procedure in your area, click here.
Do customers on medical support equipment receive priority service?
KCP&L's Medical Customer Program provides special consideration during service outages for customers with extreme medical conditions requiring electricity that are certified in advance by a medical professional (see requirements and details). We also strongly recommend that these customers invest in a private backup power system and develop alternative care plans to ensure safety and security. What if I call KCP&L during an outage and can’t get through? Our automated telephone line 1-888-LIGHT-KC (544-4852) and our online outage reporting form are the quickest ways to report your outage. You don’t need to wait to speak with a customer service representative to use those outage reporting methods. If you do wish to speak with a representative (available at 888-471-5275), you may spend some time on hold. We strive to minimize this as much as possible by calling in extra staff to answer calls as quickly as possible. Is there a special storm response plan when major outages occur? Yes. KCP&L's Storm Emergency Response Program (SERP) outlines procedures for service restoration. We note key learnings after each storm event and the plan is formally reviewed and updated annually. SERP is staffed by a large employee base specially trained for storm response. People from all departments work together to ensure power is restored as quickly and safely as possible. We also have arrangements with out-of-town utility crews to bring in extra assistance in extreme circumstances. What causes a winter storm power outage? The most common causes are ice, high winds, fallen trees, and limbs that pull down power lines as well as lightning strikes that damage equipment. Vehicle collisions with utility poles or equipment also cause outages. What does KCP&L do to reduce storm outages? We trim trees on a regular cycle to prevent them from damaging or blowing into power lines. (Unfortunately, no program can prevent uprooted trees and downed, ice-laden limbs and wires.) We also continually upgrade and expand our facilities to enhance reliability and keep pace with regional growth. Return to Storm Center home page
|
 |