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Start, Stop or Transfer Service

  • How do I start service?

    Residential:
    Complete Cleco’s Start Service Form online to get electricity turned on at an existing location. Start service orders are completed Monday through Friday (except holidays). However, dates are not guaranteed.

    Cleco will need your name, information to help us identify you such as a Social Security number, driver’s license, the physical (911) address of the home where you are requesting service and the date you want the electricity connected.

    A $25 connect fee is required to start service. Cleco contracts with a third party, ONLINE Utilities Exchange, for a deposit decision based on a customer's credit file. Deposit fees are $100 for homeowners and $150 for renters. However, if a customer falls into a higher risk category, a deposit that is equal to or double the highest bill for a location may be required.

    In addition, a parish permit (if outside city limits) and/or a city permit (if inside city limits) may be needed depending on the requirements of the parish and city. Permit fulfillment is the responsibility of the customer.

    Commercial:
    Complete Cleco’s Start Service Form online to get electricity turned on at an existing location. Start service orders are completed Monday through Friday (except holidays). However, dates are not guaranteed.

    Cleco will need your name, information to help us identify your business such as your Tax ID Number, the physical address of the business where you are requesting service and the date you want the electricity connected.

    A $25 connect fee is required to start service. The minimum deposit fee for commercial customers is $250.

    In addition, a parish permit (if outside city limits) and/or a city permit (if inside city limits) may be needed depending on the requirements of the parish and city. Permit fulfillment is the responsibility of the customer.

  • How much is the deposit?

    For residential customers, Cleco contracts with a third party, *ONLINE Utilities Exchange, for a deposit decision based on a customer's credit file. Deposit fees are $100 for homeowners and $150 for renters. However, if a customer falls into a higher risk category, a deposit that is equal to or double the highest bill for a location may be required.

    For commercial customers, the minimum deposit is $250.

    While held by Cleco, customers' deposits earn five percent interest. The interest is paid to customers once every month in the form of a bill credit.

    *ONLINE Utilities Exchange Consumer Inquiries may be made by calling (800) 286-2487.

  • Do I have to pay the connect fee upfront?

    No. Cleco will bill you the $25 connect fee on your first bill.

Power Outages & Restoration

  • How do I report an outage or other electric emergency?

    The easiest way to report an outage is to use the self-service features in MyAccount. Registered MyAccount users can report an outage online using a computer, or mobile device by texting "OUT" to 69378. Through MyAccount, users can opt to receive text notifications for outages.

    Customers also can call Cleco customer service at 1-800-622-6537 to report an outage using the automated outage reporting system.

  • Why do I sometimes get your automated system when I report my outage?

    When our call volume is high such as during major storms, the automated system helps customers report their outage without getting a busy signal, and it reduces the amount of time customers stay on hold. If you contact Cleco’s call center after regular business hours, which are 7 a.m. to 7 p.m. Monday through Friday, you will get our automated phone system. However, staff is available 24 hours a day, seven days a week to take reports of power outages and other electric emergencies.
  • Does Cleco know when my power is out?

    Not always. To ensure Cleco is aware of all outages, please notify us by using one of the options listed above.

AMI Technology & Estimated Bills

  • What is AMI technology and what are the benefits?

    Advanced Metering Infrastructure (AMI) technology is an integrated system of modern electric meters, communications networks, and data management systems that enables two-way communication between utilities and customers.  The two-way communication allows Cleco Power to remotely record energy usage, connect and disconnect service, detect tampering, identify outages and monitor voltage.  The advanced meters also lay the foundation for energy-saving technology such as usage alerts and time-of-use pricing.
  • When did Cleco Power implement AMI technology?

    Cleco Power began replacing its analog meters with advanced meters for residential, commercial and industrial customers in February 2011 after receiving approval from the Louisiana Public Service Commission (LPSC).  The system-wide upgrade was completed in July 2013. 

  • With all the automation, how does Cleco Power know if there’s a problem with a meter?

    Cleco Power’s metering department regularly tests and inspects its meters to ensure they are accurately recording and communicating customers’ meter readings and power outages (if any).  Because of the technology and routine monitoring of meter communications and events, Cleco Power is made aware of meter failures.  Prior to AMI, any problems with meters were normally detected on the customer’s monthly read date or when a customer called to report an issue.  Cleco Power’s meter accuracy rate is very high at 99.95 percent based on annual periodic testing.

     

Disconnects & Reconnects

  • What can I do if I'm having trouble paying my bill?

    You can request a credit extension agreement which allows you more time to pay if you meet the eligibility requirements. To inquire about an extension, call Cleco customer service at 1-800-622-6537 or visit one of our customer service offices.

  • How will I know if my service is subject to be disconnected for nonpayment?

    If your service is subject to disconnect for nonpayment, you will receive a letter in the mail. This letter is mailed separate from customers’ monthly bill. A disconnect notice will indicate the previous balance that must be paid, and the date it needs to be paid by to avoid a disruption in service.

  • How do I get my service reconnected if it's disconnected for nonpayment?

    If your service is disconnected for nonpayment, you must pay your past due amount before the service can be turned back on. You will be billed a reconnect fee, and you may be billed an additional deposit if the deposit on your account is not sufficient to cover the highest bill. The reconnect fee during regular working hours is $30 and it's $65 after hours (any time after 4:30 p.m.). 

Scams

  • How do I know if the Cleco representative calling me or approaching my home or business is really a Cleco employee?

    To get your service connected or resolve a problem with your account, a Cleco representative may call you. However, Cleco will never call you demanding immediate payment for an overdue bill and ask you to pay with a prepaid debit card or wire transfer to avoid disconnection.

    These types of phone calls are scams, and they have become very common in the electric utility industry. Scammers target Cleco customers on a regular basis. The caller pretends to be a Cleco employee and insists that your service is going to be disconnected if you don’t pay immediately over the phone. The caller ID may even falsely display Cleco’s customer service number or another Cleco number. If this happens, hang up and do not call back the number. Call Cleco’s customer service number at 1-800-622-6537.

    Cleco service personnel will always wear clothing that clearly identifies them as Cleco employees. In addition to the Cleco logo on their vehicles, shirts and hats, they can produce a photo identification card which clearly identifies them as a Cleco employee or contractor. Other employees, such as right-of-way coordinators and engineers, who may contact customers, will be able to present a photo identification card as well. If this proper identification isn’t presented, call 911 and Cleco customer service at 1-800-622-6537 to report the incident.

  • What are some common utility scams?

    • Disconnection Deception
      Scammers call threatening disconnection of your service unless you make an immediate payment with a credit, debit or pre-paid card.
    • Overpayment Tactic
      Scammers call claiming you overpaid your bill, and you need to provide your personal bank account information or a credit card number to facilitate a refund.
    • Vacate Your Home
      Scammers claim there is a need to replace your meter or other equipment, and you must leave your home for 72 hours.
    • Power Restoration Charge
      Scammers call offering to restore your electricity more quickly for a fee after a severe storm.
    • Identification Attack
      Rather than directing victims to call a toll-free number, the scammers ask you to press 1 to collect more data in an attempt to get your personal information.
  • How can customers protect themselves?

    Be familiar with the common utility scams shared in these FAQs. Remember that scammers use fraudulent phone calls, text messages, emails, as well as in-person visits to take advantage of customers.

    If you receive a fraudulent phone call, hang up the phone immediately, do not give out any personal information and do not call back the number given by the caller. If you receive a fraudulent text message or email, delete both. If you receive an in-person visit, call 911 and Cleco customer service at 1-800-622-6537 to report the incident. Cleco will ask for details about the scam, like the time of the call and what the scammer asked you to do.