March 15, 2020
CHARLOTTE, N.C. – Duke Energy has implemented additional steps to protect its customers and employees in the six states it serves during the COVID-19 pandemic.
Duke Energy power plants, and electricity and natural gas delivery facilities, are staffed, ensuring dependable service to customers.
The company has taken the following steps to protect its customers and employees:
- Duke Energy will not
disconnect any customer’s service for non-payment, in order to give customers
experiencing financial hardship extra time to make payments. The company will
continue to read meters and send bills. Customers should pay what they can to
avoid building up a large balance that will be harder to pay off later.
- Through a carefully
planned process, Duke Energy has directed employees who are not involved with
power generation, power delivery, customer service or other critical functions
to work from home, where possible.
- Duke Energy
technicians will continue to respond to power outages and other emergencies.
- Company technicians
will continue to complete service orders – such as new electric connections and
- If technicians need to
interact with customers in-person, such as in an emergency, they will follow
the U.S. Centers for Disease Control’s safety guidelines, including social
- Services that are not
urgent or time-sensitive, but require in-person customer contact by Duke Energy
employees, will be rescheduled. Duke Energy will contact customers to
reschedule those appointments.
- Duke Energy’s customer
service team is available to serve customers. The company will evaluate any
staffing impacts related to school and other closures, and will adjust
- Customers can perform
nearly all customer service functions online, through Duke
Energy’s automated voice phone system, or through the company’s mobile
- Visit Duke
Energy Updates for complete customer information, including answers
to frequently asked questions.
- Be aware of scammers, who continue to target customers, threatening disconnection of service and asking for immediate payment over the phone. Duke Energy never asks for personal information over the phone or demands payment using money orders or gift cards.
Duke Energy (NYSE: DUK) is headquartered in Charlotte, N.C. It employs 29,000 people and has an electric generating capacity of 51,000 megawatts through its regulated utilities, and 3,000 megawatts through its nonregulated Duke Energy Renewables unit.
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