Beginning Monday, August 17, 2020 CPS Energy will screen customers for COVID-19 symptoms before they enter any CPS Energy facility as an additional precaution. Safety is always at the core of CPS Energy’s practices. CPS Energy is implementing this new safety measure to protect the health of our customers, employees, and the community during the pandemic. The utility therefore reminds customers who have tested positive for COVID-19, who live with someone who has tested positive for COVID-19, or who do not feel well to use other convenient ways available to conduct business with the utility, without visiting a walk-in center.
“Screening people is a prudent and necessary measure to ensure everyone’s safety,” said Rudy Garza, Chief Customer Engagement Officer at CPS Energy. “As this pandemic remains active, we will continue to be there for our customers. We have convenient online and phone options for our customers to conduct business with us, eliminating the need for them to come into an office. While we enjoy the face-to-face interactions with you, we ask that you please stay home if you have tested positive, are recovering or are showing any COVID-19 symptoms.”
Also, per City and County orders, the utility is requiring all employees, customers, contractors, and visitors to wear a face covering when they are unable to keep six feet of distance from others when they are in a CPS Energy facility or workplace.
Customers visiting a CPS Energy facility can expect to be asked the following question by a medical professional:
- Have you, or anyone you’ve come in contact with (including members of your household), been diagnosed with COVID-19?
- Are you recovering from COVID-19?
- Are you currently awaiting results of a COVID-19 test?
- Are you currently feeling ill – experiencing cold or flu-like symptoms, have a fever, etc.?
PLUS: As a courtesy, not as a requirement, we will offer customers a free temperature check!
Customers who answer “yes” to any questions of nature noted above, will be provided information on alternative methods of payment that do not require entering or remaining in a walk-in center. Such customers will be asked to use a payment method that best suits them while they recover. CPS Energy is not collecting customer data from these screenings and will make every effort to respect and protect the privacy of customers.
Customers can utilize the Manage My Account feature found at cpsenergy.com or can opt to make a one-time online payment without the need to log in to Manage My Account. Additionally, they can pay bills by phone by calling (877) 257-1172 or can mail their bill and payment addressed to CPS Energy, P.O. Box 2678, San Antonio, TX 78289. To explore payment assistance, customers can visit cpsenergy.com/assistance.
CPS Energy continues to be flexible when working with customers who are facing difficulties during this time of need. We will work to ensure that customers can utilize the variety of assistance programs available from CPS Energy. To speak with an Energy Advisor, customers can call 210-353-2222. As a reminder, CPS Energy has temporarily suspended service disconnections and is waiving late fees on unpaid balances for customers who participate in a company-sponsored payment plan.
CPS Energy’s new COVID-19 Health & Safety Policy is posted in each facility and has been communicated with all employees and contractors. This policy has also been posted on the CPS Energy website.
To date, CPS Energy reports a running total of 94 employees as having been diagnosed with COVID-19 and 66 employees currently under self-quarantine as a precaution. Contact tracing and notification of any coworkers and customers who were in contact with these individuals has been completed in accordance with all privacy requirements.