Contract & General
My rate is fixed for 12 months, can I leave within that time or am I under contract to stay for a full 12 months?
Cancellation fees can apply to specific plans. Please see your Electricity Facts Label for specific information about your plan.
Can I get the cancellation fee waived if I am a customer in good standing?
We will need to charge a cancellation fee if you terminate the agreement before the end of the specified term. Cancellation fees are part of the offer you sign up for and therefore cannot be waived.
Who can I talk to if a member of my household is on life support or requires critical care?
If availability to electricity is necessary to survival for someone in your household, CPL Retail Energy needs to know. Here is what you'll need to do: Download the Critical Care Form. It is available here in English and Spanish. Bring...
What is electric deregulation?
In the past, one company provided all parts of your electric service (generation, transmission and distribution, and retail sales). With deregulation, these entities are now separate and you have the power to choose whom you would...
How do I know my electric meter is reporting my usage accurately?
You have the right to request a meter test once every four years at no cost to you. If you request a test more than once every four years, and the meter is determined to be functioning properly, you will be charged a fee for the...
How do I get an energy audit for my home?
Please visit the free Home Energy Center on our website to find out if your home energy is efficient. The test will tell you if your home is energy efficient, which appliances use the most energy, and how much you can save. Completing...
My lights were turned off! How can I get them turned back on?
If you have been disconnected due to non-payment of your electric bill, call our Customer Care center toll free at 1-866-322-5563. Representatives are available to help you Monday through Saturday from 8:00 am to 8:00 pm, CST....
I'm on a variable price plan. How much will my bill change each month?
Your variable price plan cannot increase by more than 30% month over month without 14 days advance notice in writing from us. This price adjustment cap is designed to protect you from temporary price spikes associated with...
What if I need more time to pay my bill? What payment options are available?
Based on qualifications, you may be eligible for one or more of the following: Payment Extension Plan Provides a short-term extension to pay the full amount of a past due bill. Deferred Payment Plan Allows you to pay past...
How can my neighbor's lights be on, but my electricity is still out?
Your neighbor's electrical service may be provided by a different circuit that was not affected by the storm, or your trouble may be isolated to the transformer serving your house and not your neighbor's.
What is CPL's privacy policy?
CPL respects your privacy. While we are committed to helping you manage the cost of your electricity, we also understand that's just one part of managing your entire budget. That's why we would like to make valuable, cost-saving...
What is a Retail Electric Provider?
A Retail Electric Provider (or REP) is a company that has been approved by the Texas Public Utility Commission to sell electric services. If you are a CPL Retail Energy customer, then CPL Retail Energy is your REP.
What is a kWh?
Most domestic appliances will quote their power consumption in kilowatts and many electric utility companies use the kilowatt hour as a billing unit. The kilowatt-hour (symbolized kWh) is a unit of energy equivalent to one kilowatt...
Will my rate change at the end of my contract?
Your rates are locked in for the duration of your term. Upon completion of your term, your rate can change. If your rate changes, you will receive written notification from CPL approximately 45 days prior to the rate change taking...
