Our Customer Care Guarantee
You'll always receive the highest level of timely, courteous service.
If you are ever dissatisfied with the way we respond to your comments, please take a moment to call your local retail office. Your comments will help us serve you better. And please tell us if you're especially pleased with the service you received, so we can recognize the Santee Cooper people who provide the extra level of service.
Lights rented from Santee Cooper will be repaired within three working days*.
If we fail to replace the faulty equipment (including bulbs, fixtures, globes and photo cells) within three working days* after being notified that repairs are needed, we'll credit your account by an amount equal to the charge for the lights for one month.
*Excludes hazardous weather events such as hurricanes, snow and ice storms, etc.
You'll receive an accurate bill.
If you receive an inaccurate bill due to a meter reading error by a Santee Cooper employee, we'll credit your electrical account with the following amounts:
- residential customers, 10% of the corrected bill with a minimum credit of $5.00 and a maximum credit of $10.00;
- commercial customers, 10% of the corrected bill with a minimum credit of $15.00 and a maximum credit of $100.
Your meter will be installed by the date requested.
If your home or business has an existing meter base and you don't require additional line work, your meter installation will be completed by the date requested. If we don't meet that date, your account will be credited by $25 per day for up to three days if you're a residential customer — or $50 per day for up to three days if you're a business customer — until the meter is installed.
We'll keep all appointments scheduled at your home or business to provide marketing services.
If we fail to keep a scheduled appointment without appropriate notification to discuss one of our marketing programs or to provide energy conservation information, we will credit your account $25.