10/29/2012
APPALACHIAN POWER SHARES RESTORATION PROCESS AND OUTAGE REPORTING INFORMATION

CHARLESTON, W.Va., October 29, 2012 – In anticipation of power outages caused by Hurricane Sandy, Appalachian Power wants customers to be familiar with the service restoration process and  have the right information to report an outage.

In a major power outage, priority is given to restoring circuits that deliver electricity to essential public safety facilities such as hospitals, 911 call centers, water treatment plants, police and fire stations.

Next, Appalachian Power will perform repairs to restore electric service to the largest pockets of customers in the shortest amount of time. In some situations, a single repair can restore service to hundreds or thousands of customers. Appalachian Power will then move on to make repairs to portions of circuits that restore service to smaller pockets of customers. These repairs may restore service to dozens of customers when completed.

In the final phase, power is restored to individual homes and businesses. This phase of the restoration process can be especially time consuming after a major storm because there are so many of these kinds of repairs.

If a customer loses electricity, it should be reported to Appalachian Power. Outages may be reported at AppalachianPower.com or by calling Appalachian Power’s toll-free number (Tennessee – 1-800-967-4237, Virginia – 1-800-956-4237, West Virginia – 1-800-982-4237).  During times of high call volume callers may hear a recorded message. Even if a customer does not speak with a Customer Solutions Center representative, he or she is urged to leave a voice message about the outage. To report a power outage, customers will need to provide their phone number or address.

Customers can use their smart phones to report outages online at AppalachianPower.com. The mobile site allows customers to report an outage, see the outages in their area (by county) and get detailed information on major storms. Customers can also find outage safety tips and contact information.

If widespread power outages occur, Appalachian posts information about restoration efforts on www.AppalachianPower.com. Information is also posted on Appalachian Power’s Facebook and Twitter pages.

More than 400 outside workers are positioned in areas where outages are expected and will assist more than 500 locally-based Appalachian Power employees with service restoration.

Appalachian Power provides electricity to 1 million customers in Virginia, West Virginia and Tennessee (as AEP Appalachian Power). It is a unit of American Electric Power (NYSE: AEP), one of the largest electric utilities in the United States, with more than 5 million customers in 11 states. AEP ranks among the nation’s largest generators of electricity, owning nearly 38,000 megawatts of generating capacity in the U.S. AEP also owns the nation’s largest electricity transmission system, a nearly 39,000-mile network that includes more 765 kilovolt extra-high voltage transmission lines than all other U.S. transmission systems combined.

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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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