Frequently Asked Questions

WILL I STILL BE A CUSTOMER OF MY UTILITY?

Yes—the only difference is that you will also be saving money as a retail customer of the chosen supplier. Your local utility owns the power lines that carry electricity to your business or institution, and they will continue to bill you for the delivery of electricity, at rates governed by the State you're located in. The actual electricity—the electrons—will be provided by the chosen supplier. Again, we only deal with suppliers who have proven that they bring reliability, competency and savings opportunity to the mix.

WHAT IF THE POWER GOES OUT?

If you lose power, or if you have an emergency related to your power, you must still notify your utility. Power outages are always physically based, and always handled by the utility.

It’s a common misperception amongst people unfamiliar with deregulation that somehow the utility might ‘discriminate’ against customers who have switched their energy supply. Nothing could be further from the truth. During any outage, or any service call of any type, the utility and its employees respond to each and every customer in the same exact fashion. Your still are their customer and your business is treated like every other energy user. In deregulated markets the state, the regulators and the utility actually urge all customers to switch their supply to free market suppliers.

WILL I NOTICE ANY CHANGE TO MY SERVICE?

Again, your utility is quite happy to have you move your electricity supply to another company, and they make the transition flawless; there is no interruption of your electricity at all. You're still a utility customer for some of your services, you still have complete access to your usage and billing history from the utility, which can only release this information with your permission.

WHO IS RESPONSIBLE; SAFETY & RELIABILITY OF POWER DELIVERY?

The delivery system is still the responsibility of the utility, and, as such, so is its safety and reliability. The utility will maintain the lines and repair them if there is an outage or storm, and the regulatory body overseeing utilities in your state will help ensure that the utility continues to provide a safe, reliable delivery system for all customers using the system, regardless of whether they buy the actual electrons of electricity from them or another supplier.

WHAT IF I HAVE A QUESTION ABOUT MY BILL?

For questions regarding your bills, you can contact either our office or the chosen supplier directly. You can always rely on us to be in on the conversation with you, at any level as you wish, if you need to have questions answered. All of our suppliers provide the same great administrative support that we do at Sustainacorp, and all of them are as customer friendly as we are. When it comes to a question regarding the delivery of your service (such as outages, meter checks, etc) your utility would be the proper party to call.