Delmarva Power Taking Steps to Support Customers During Coronavirus Pandemic

How Delmarva Power is Responding to the Coronavirus

At Delmarva Power, safety is our top priority. 

As part of our commitment to  safety, we continue to monitor developments related to the coronavirus  (COVID-19)  and take appropriate precautions to protect the health and safety of our customers, employees and contractors.

We are closely following the guidance of the Centers for Disease Control and Prevention, and our essential employees who regularly interact with customers have the appropriate personal protective equipment (PPE) to perform their jobs safely. 

What should customers do if they are challenged to pay their bill?

We will be working with customers on a case-by-case basis to establish payment arrangements and identify energy assistance options. Customers who may be challenged in paying their Delmarva Power bill should contact Delmarva Power Customer Care at 1-800-375-7117.

We will work with residents on an individual basis who have had their service disconnected, to reconnect service, and help ensure access to safe and healthy environments.

Phone Icon.jpg Customers can begin this process by calling 1-800-375-7117.

Delmarva Power will work with customers who may have difficulty paying their energy bill.

AVAILABLE PAYMENT OPTIONS

Budget Billing

Averages payments over a 12-month period to help customers manage their monthly energy bill.

Bill Payment Assistance

These programs provide resources to help customers meet their energy needs. or

Flexible payment arrangements

Offer individually tailored payment installment plans.

Delmarva Power's Gift of Energy program

Anyone can make a payment toward a friend or family member's energy bill. The gift will appear on a future bill as a credit to the recipient's account.

LIHEAP

Delmarva Power works closely with its community partners to connect customers with grants and programs like LIHEAP, the Low-Income Home Energy Assistance Program. LIHEAP provides grants in varying amounts based on a household's income size, type of fuel, and type of dwelling, with no pay back required. Delaware residents can apply for assistance online though the Department of Health Services. Maryland customers can apply for LIHEAP energy assistance through the Department of Human Services website, by visiting a Local Energy Assistance Office, or by calling the Maryland Department of Human Services Office of Home Energy Programs at 800-332-6347.

Other programs supporting Delaware include:

You can help a Delmarva customer in need of assistance with their energy bills by contributing to the Good Neighbor Energy Fund. Simply pay exactly $1.00 over your Delmarva bill amount and that dollar will be contributed to the Good Neighbor Energy Fund administered by a 501(c)3 non-profit organization in your community. Contributions must be exactly $1.00 over the billed amount; amounts over $1.00 will not be identified as a contribution and will result in a credit to your account. Delmarva Power will also contribute $1.00 to the fund for every $3.00 in customer donations, up to $70,000.

Other programs supporting Maryland customers include:

The Electric Universal Service Program (EUSP) helps eligible customers pay for a portion of their current electric bill. Some EUSP participants may qualify for assistance with past-due electric bills as well as referrals to energy efficiency programs. The Utility Service Protection Program (USPP) is designed to help low-income families during the heating season. Information for both programs can be found by visiting the Office of Home Energy Programs website.
You can help a Delmarva customer in need of assistance with their energy bills by contributing to the Good Neighbor Energy Fund. Simply pay exactly $1.00 over your Delmarva bill amount and that dollar will be contributed to the Good Neighbor Energy Fund administered by a 501(c)3 non-profit organization in your community. Program contributions must be exactly $1.00 over the billed amount; amounts over $1.00 will not be identified as a program contribution and will result in a credit to your account. Delmarva Power will also contribute $1.00 to the fund for every $3.00 in customer donations, up to $70,000.

Frequently Asked Questions Related to the Coronavirus

What else are you doing to ensure customer safety?

In addition to  encouraging customers to utilize the digital tools that are available through delmarva.com or the  Delmarva Mobile App, we are taking precautions to help ensure that our customers, employees and contractors are protected when there is a need to perform work at homes or businesses.

Occasionally, Delmarva employees and contractors require access to the interiors of customers' homes and businesses to access equipment such as indoor electric meters.  All employees are being educated on the signs and symptoms of the coronavirus, and any employee who may have symptoms will be evaluated by a medical professional and self-quarantined as a precaution for their health and the health of others. 

It may be necessary for employees to wear PPE, such as facemasks and gloves while working in a location, as a precaution to protect employees and customers. 

We will always contact you in advance of work being performed at your property, except in the case of an emergency requiring immediate access where you will be contacted on-site.  When contacted, please share any health concerns with our representative so we can ensure you get the service and care you need.

Will the pandemic affect my energy service in any way?

We are committed to performing our critical role, delivering clean, safe, reliable and affordable energy for our customers and communities. We have robust plans to provide continued energy service for our customers and do not foresee any issues meeting our customers' energy needs.

Are you providing all the same services to customers?

At this time, Delmarva Power will continue to respond to requests to start, stop or more service, which in many cases, can be done remotely, without accessing customer homes or businesses. In cases where accessing a building is necessary, our employees and contractors are being advised to take appropriate action, such as wearing appropriate PPE to perform their jobs safely.

Our billing centers have been closed for customer safety, however, customers may continue to conduct regular business with Delmarva Power 24/7 using delmarva.com or the  Delmarva Power Mobile App. From the  Delmarva Power mobile app, customers can  view  and pay  their bill, report  electric  outages, and register for alerts.

With our website, it's easy to:

Make a payment

Report an electric outage
View you bill by signing into My Account
Start, stop or move service
Register for outage, payment, billing alerts and more
Contact us

As always, our Customer Care team is available by phone from 7 a.m. to 7 p.m., Monday through Friday, to help customers with business requests that cannot be completed online. 

Phone Icon.jpg

For electric outages and emergencies, call:1-800-898-8042
For gas emergencies, call: 302-454-0317
For customer service, call: 1-800-375-7117
Hearing and speech impaired customers, call:
Maryland State TTY 1-800-735-2258
Delaware State TTY 1-800-232-5460

How is Delmarva Power supporting the community during this time?

We are not only dedicated to providing safe and reliable power during this crisis, but also to providing continued support for our local relief organizations that play such critical roles in our communities, especially in their efforts to help the most vulnerable.

As part of Exelon’s $5M contribution, Delmarva Power has committed $100,000 to relief organizations across our service area. The donations support programs that organizations, like the United Way, are offering including the delivery of food assistance and financial resources.

Our eight employee resource groups collectively raised an additional $85,000 in employee donations and executive match support in an internal fundraising campaign – PHI Cares – COVID-19 Relief Challenge.

Our community-minded employees are still finding opportunities to serve by participating in virtual volunteer opportunities and completing service projects at home.

Our parent company will also provide more than 1,500 meals to local nonprofit hospital systems using neighborhood restaurants, so we can continue supporting frontline workers and the local economy.

As social distancing measures have made space even more valuable, we are launching Sustainable Communities – an initiative that targets open space planning, preservation, and resiliency.

Delmarva Power - An Exelon Company