Customer Rights and Responsibilities
Customers have a right to expect prompt and courteous service in accordance with ML&P's Tariff. We ask that you help us to provide you with the best service possible by:
Keeping Your Account Information Up-to-Date
The phone number associated with your account works with our Power Outage Hotline to automatically alert our Dispatch Center to your location in the event you call in with an outage report, even if you aren't able to connect. You may still use another phone to report an outage, but you will be prompted for your address.
Keeping Utility Equipment Accessible
Each year, ML&P conducts a quality-assurance program on each meter. Visual inspections are conducted from the spring through the fall. While meter readers are on site, please ensure meters are accessible and pets are inside or properly restrained. During winter, keep all utility equipment accessible — it will greatly reduce our response time to repair damages or restore power after an outage.
Be Aware of Utility Fraud
ML&P encourages customers to be aware of utility scams by always verifying their account information with an ML&P Customer Service representative. Customers receiving a phone call or email threatening power shut-off unless their credit card information is provided should not engage with the scammer. ML&P asks customers to hang up and call the utility to verify their account information and to report suspicious contact to the Anchorage Police Department. Never click on a link in an email you are not expecting. The safest thing to do is to access the website by typing the URL into a new browser. Scams have included phone calls threatening power shut off if customers do not provide credit card information over the phone. Other scammers have instructed customers to purchase money packs at local retail centers. And a few have attempted at-home contact. At no time will an ML&P employee threaten a customer with disconnection if immediate payment isn't made.