3/28/2020

The latest COVID-19 update

Updated: Saturday, March 28, 2020

Appalachian Power understands the critical nature of the services we provide and is committed to the health and safety of our customers, communities and employees. We prepare for all types of emergencies, but have updated our plans for the COVID-19 pandemic. We are closely monitoring the situation and don’t anticipate COVID-19 will disrupt our ability to provide electric service for our customers.

  • We are working with state and local officials to ensure that our essential employees are designated as critical responders so they are able to travel as necessary to keep the lights on and have access to pandemic child and adult care services. We also are working to make sure that equipment suppliers and support industries essential to our business can continue operating.

  • All state orders issued to date have designated our employees/contractors as critical responders.

Billing and Financial HardshipBecause we know that many of our customers are facing unusual financial hardships, we have temporarily suspended all service disconnections for non-payment. We urge customers to try to keep their accounts current. If a customer is having trouble paying their bill, they should contact us by phone or through Facebook or Twitter to discuss payment options.

Workforce Safety

We have taken significant steps to keep our employees healthy and ensure we can still serve our customers.

  • Our line workers and other employees critical to maintaining service are working in smaller teams, adjusting work schedules, practicing social distancing, monitoring themselves for any symptoms and taking other prevention measures recommended by the CDC. All employees who can are working from home to help prevent the spread of the virus.
  • We are continuously educating our employees about COVID-19 and collaborating with other companies in our industry, government experts and public health agencies to adjust our response. We’re also continually monitoring and working to heighten employee and customer awareness of scams as well as cyber security risks.
  • We have restricted outside visitors to all of our facilities (with the exception of delivery trucks), restricted all business travel that is not business critical, and restricted participation in face-to-face meetings, both internal and those hosted by outside groups.
  • We are monitoring any coronavirus tests, diagnoses and exposures of our employees and their household members, as well as personal international travel and international visitors staying in their homes. Some team members will be asked to self-monitor or self-quarantine depending upon their exposure.
  • This is a rapidly evolving situation. We are following recommendations from the Centers for Disease Control and Prevention and continually reviewing our responses and the guidance we are providing to our employees.

Have Questions?

We continue to monitor the situation and will update customers accordingly. In the meantime, we're available to address concerns at 800-956-4237 and through Facebook and Twitter.

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Privacy Policy

Privacy Policy for Appalachian Power, a unit of American Electric Power (AEP)

Scope

This Privacy Policy applies only to AppalachianPower.com and the Appalachian Power customer mobile app (com.aep.customerapp.apco). Other AEP websites and apps may be governed by their own privacy policies, appropriate to the uses and needs of each. Throughout the site or app, we may provide links to resources and sites that are not part of AppalachianPower.com or the Appalachian Power customer mobile app. This Privacy Policy does not apply to those resources and sites.

Consent

By using this site or app, you consent to the terms of this Privacy Policy. Whenever you submit information via this site or app, you agree to the collection, use, and disclosure of that information in accordance with this Privacy Policy.

Information Collected

  1. Passively collected information

    During your use of this site or app, we may collect anonymous information about your visit here through the use of server logs, cookies, scripts, tracking pixels and other Web traffic tracking systems. This information is aggregated and used to improve user experience through analysis of user activities. This information is never combined with any of the personally identifiable information you may provide in your use of the features of this site or app.
  2. Personally identifiable information

    On certain forms of this site or app, you may be asked to provide information about yourself or your account with us, either to identify yourself to us or to request a service from us. In each case, we will inform you what information is provided at your option and what information is required to complete the transaction or activity you are engaged in. If you are unwilling to provide this required information, you will be unable to complete the requested transaction.

Use and disclosure of information

The information you provide to us will be used to respond to requests you may make for services. Some or all of this information may be added to your permanent account record and may be used for research purposes.

In addition, we may use elements of this information in the following situations:

  1. We may transfer the information to Appalachian Power’s affiliates and subsidiaries, unless such transfer is prohibited by law;
  2. We may transfer the information as part of a merger, consolidation, acquisition, divestiture or other corporate restructuring (including bankruptcy);
  3. We may make the information available to third parties who are providing the product, service or information that you have requested (but not your password);
  4. We may make such information available to third parties who are providing services to Appalachian Power (for example, providing the information to third parties performing computer-related services for Appalachian Power);
  5. We may use the information to communicate with you about products and services that may be of interest to you.
  6. We may disclose the information if we form a good-faith belief that disclosure of such information is necessary to investigate, prevent, or take action regarding any illegal activities or regarding interference with the operation of our site or violation of its terms of use; or
  7. We may disclose the information if we believe that disclosure is required by law or regulation or in response to a subpoena or other order of a court or other governmental agency.

Appalachian Power uses Flurry Analytics Service (provided by Yahoo) in order to improve its mobile apps. Flurry’s privacy policy governs the use of this information.

Also, Appalachian Power reserves the right to share any aggregated information (i.e., non-personally identifiable information) with any third parties for any reason, unless prohibited by law.

We will not sell, rent or otherwise disclose the information we gather about you or your account to any third party, except as outlined in this Privacy Policy.

Security

Appalachian Power takes reasonable steps to protect your personally identifiable information as it is transferred to us, through the use of Web technologies such as the Secure Sockets Layer and others. However, no Internet transmission of information is ever completely secure or error-free. In particular, e-mail sent to or from Appalachian Power may not be secure.

How to Reach Us

If you would like to update your personally identifiable information or if you have questions about this privacy policy, please contact us.

Changes to This Policy

Appalachian Power reserves the right to change this Privacy Policy at any time. If this Privacy Policy changes, the revised policy will be posted to this site. Please review this Privacy Policy before you provide any personally identifiable information through this site. Use of our web site after the posting of a revised privacy policy constitutes your consent to the revised policy.

This policy was last revised on December 13, 2017.

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