If you own and rent/lease fewer than 5 properties in OUC's service territories you can use your myOUC account to manage the services for those properties.

Landlords renting or leasing more than five properties need to call our Apartment Complex Division at 407-423-9120.

To change your name as it appears on the bill, contact OUC Customer Service at 407-423-9018.

To update your mailing address or contact information, go to your myOUC online profile and use the My Info or Edit Info links found on the Account Summary page. You can also contact customer service using the online form under Contact OUC or by calling 407-423-9018 (from 7 a.m. to 6 p.m., Monday-Friday).

Your 10-digit OUC account number can be found in the upper left-hand corner of your OUC bill or by logging into your myOUC account. Click here to see where your account number is located.

You can check your current balance by logging into your myOUC online profile or by calling 407-423-9018.

Your PIN can be found in the upper left-hand corner of your OUC bill under the Account Number. Click here to see where your PIN number is located.

You can use our automated system to stop service by logging in to myOUC and navigating to Stop Service page, or by calling 407-423-9018 and selecting Stop Service from the menu options.

You can use our automated system to move your service by logging in to myOUC and navigating to Move Service page, or by calling 407-423-9018 and selecting Move Service from the menu options.

You can check the status of your service requests by logging in to myOUC and visiting Service Request Status page, or by calling 407-423-9018 and selecting Service Request Status from the menu options.

You can start your service by visiting OUC.com and setting up a myOUC online profile & selecting service request/start service, or by calling 407-423-9018 and selecting start service from the menu options.

A star indicates you are a customer with multiple accounts. Simply click on the drop down feature to see all accounts associated to the online profile.

Follow these steps to register for the Alerts program:

• Via text: Text REG to 69682 (myOUC) and reply to the texts from OUC to complete the registration process and subscribe to Alerts. Be sure to have your Account Number and the Zip Code of your mailing address available. You can find your Account Number on your bill. If you are texting from a mobile device associated with the primary phone number on your account, you may not need your Account Number.


• Via myOUC: Log into your myOUC account. On the Account Summary page click the Set Preferences link in the Alert Preferences module. On the Manage Preferences page set your preferences in the provided interface.

Please note, messages and data rates may apply. View OUC's privacy policy here.

Once registered, text the word SPANISH to 69682 to change the language of your alerts. You can also make the language change by logging into your myOUC account, and navigating to the Alerts section. Then, select the option to Manage Alerts Preferences to edit the language of each registered contact.

Here is the current list of SMS commands that you can send: 

Keyword	Purpose
HELP	Receive a listing of all supported keywords
SUB	Subscribe to additional alerts
REG	Register your cell phone to an OUC account. You will need your ZIP code and phone number associated with account.
OUT	Report an electrical or water outage
STAT	Check the status of a reported outage
BAL	Account balance information
PAUSE	Pause messages for a specific account
RESUME	Resume text messages after using the pause command
MOD SUB	Unsubscribe from individual alerts
STOP	Unsubscribe from all alerts
SPANISH	Changes Alerts language to Spanish
ENGLISH	Changes Alerts language to English

While OUC does not charge for Alerts, standard messaging and data rates may apply based on your carrier and mobile phone plan. Alerts works with most major mobile phone carriers.

Alerts is supported by most major mobile phone carriers; however, there are some that are not currently supported. If you attempt to register and your message fails, please ensure that your carrier supports texting to short codes before trying again. To see the current carriers supported, review the list in the Terms and Conditions.

Alerts are issued for sustained outages requiring OUC action to resolve. Momentary outages can be caused by a number of events and are closely monitored by the operation team for any corrective action required.

There are two ways to unsubscribe from Alerts:

• To unsubscribe from text, voice or email alerts: Log into your myOUC online profile, visit the Manage Alerts page in the Alerts section and select each contact and choose “Delete Contact.” Once all of your contacts are deleted, you will be completely unenrolled from the program.


• To unsubscribe just from text alerts, you can text STOP ALL to 69682 (myOUC) from the mobile phone that you wish to unregister. This will completely unregister you from the program and no longer receive any alerts.

Yes, you can register more than one mobile phone number per Account Number. Once registered, each mobile device will receive updates once an outage has been reported for that Account Number.

Yes, if you have multiple properties under the same Account Number, all properties will be registered. However, each Account Number will need to be set up individually. When reporting outages, the system will respond with the list of accounts associated with the phone number. If the phone number is associated with more than eight accounts, the customer will be directed to enroll on our website.

You will receive a text message confirming your completed registration with Alerts.

Please call Customer Service at 407-423-9018 (during business hours) to report your issue.

Yes. You can set up times when you would prefer NOT to be contacted. This can be set up in your alert preferences. If you do not edit the DND time, the system default is 11:00 p.m. to 7:00 a.m. Once your DND period has passed, you will receive the latest missed message.

To temporarily stop receiving notifications for 24 hours, text PAUSE to 69682 (myOUC). To begin receiving the notifications again, text RESUME to 69682 (myOUC) and you will be prompted for confirmation.

Please call Customer Service during business hours at 407-423-9018.

You may have entered the wrong or invalid email address. Please check to make sure you entered the correct email address.

If you believe that you entered the correct email address, check your spam/junk folder. If that does not work, then please call Customer Service during business hours at 407-423-9018 to report your issue, so we can investigate the matter and find a solution. These are the same numbers for Residential and Commercial customers.

Text REG to 69682 (myOUC) from your new mobile phone and follow the instructions to register your new phone number for the program.

No, once your move out has been completed, you will be automatically unregistered from Alerts for that premise and enrolled at your new premise.

No action is required if you switch to a mobile phone carrier that is supported by Alerts assuming your phone number does not change. Your phone number will still be registered, and the service will still be available to you. Please note that standard message and data rates may apply through your new carrier.

There are a few different scenarios that can cause a user not to receive a registration text message.

• Unsupported mobile carrier - At this time, OUC Outage Alerts is supported by all major mobile phone carriers and most others.


• Text messaging blocked - If your mobile carrier is supported, you may have a setting on your mobile phone's account that is blocking incoming text messages. Please contact your mobile provider to ensure that text messaging is enabled.


• Short code messaging blocked - If your mobile carrier is supported, you may have a setting turned on for your phone's account that is blocking short code messages. Short code messages are any messages that come from a short number such as 69682 (myOUC). Please contact your mobile carrier to change your account setting to allow short code messaging.

The frequency of alerts received varies based on the situation affecting your premise.  A typical outage will send two alerts – one confirming the outage, and one telling the customer the outage has been restored.  Significant changes to the Estimated Time of Restoration (ETR) will also send alerts.

Please first check the circuit breaker at the premise. If power is still not restored after checking the breaker, either text OUT again to 69682 (myOUC) or call Customer Service at 407-423-9018 (24 hours). In case of emergency, like downed power lines, call 911 before calling OUC.

Outage Alerts is only for electric and water outages and restorations. A customer with a eligible account that only includes services other than electric or water service is not eligible to report an outage for that location.

There are 3 basic types of text messages you may receive related to outages:

• Initial outage alert if system generated or confirmation text if you reported. The Estimated Time of Restoration (ETR) will also be included if it is known at the time.


• Updates if there is a significant change to the ETR before your power is restored.


• Restoration alert once the power has been restored in your area or at your home.

Registering for Alerts water service will also allow you to receive restoration status alerts concerning the status of reported water issues for the registered premise.

There are three types of billing alerts available:  Statement Ready, Payment Reminder and Payment Status. There is also a real-time Balance check available via text.

Text BAL to 69682 (myOUC). To pay your balance, visit OUC.com/waystopay.

Yes, as long as you are signed up for alerts and enrolled in the Payment Status billing alert.

OUC Power Pass customers are not eligible for Billing Alerts, however the OUC Power Pass program already includes a number of unique messages about your prepaid account program. 

Yes, OUC Power Pass customers may check their current account balance by texting BAL to 69682 (myOUC), as long as your mobile device is registered in the OUC Alerts program. You will receive current balance on your prepaid account and last payment information.

The OUC outage and billing alerts programs are available to accounts with electric and water services only. Other OUC accounts such as waste water or garage are not eligible. All users with active accounts can receive current balance information via the BAL command.

Text SUB to 69682 (myOUC) to choose which Billing Alerts you would like to receive. Additionally, you can subscribe online by visiting OUC.com and logging in to your account. On Account Summary, click the Set Preferences link in the Alert Preferences module and then set your preferences as desired.

Statement Ready alerts are available for all customers with electric or water services. If subscribed, you will receive an alert when a new statement is posted to your account. If you are enrolled in AutoPay, this alert will tell you the date your account balance will be drafted from your account.

When enrolled in Payment Reminder, you will receive a courtesy message when you have an outstanding balance on your account due in five days. If unpaid, a second reminder is sent on the day the bill is due. AutoPay customers will receive an alert the day prior to their accounts being drafted. Additionally, another reminder will be sent if your bill is past due after two days past the due date.

When enrolled in Payment Status, you will receive an alert when we receive your payment, if there are any payment issues and provide updates regarding service status.

Please call Customer Service during business hours at 407-423-9018.

If your bill has to be re-typed and sent out again, it will be processed and then you will be sent a new bill through the mail.

Make a one-time payment; set up recurring payments through bank draft; start, stop or move service; report an outage or problem; hear estimated restoration times; establish a pay plan; hear account balance and due date; update your contact information and more.

The automated voice system uses voice recognition to understand your requests. Background noise like music or others talking may make it difficult for the system to recognize your voice commands. You may want to try keying in your responses using your phone's key pad.

You can update your primary phone online in the My Info section of your myOUC profile. From your Account Summary dashboard, click on Edit Info in the upper right-hand corner of the My Info column, and then scroll down to Phone Number where you can enter the number from which you typically call OUC. Click Update Information to save it in our system.

You can also contact customer service using the online form by going to Contact OUC or by calling 407-423-9018 (from 7 a.m. to 6 p.m., Monday-Friday).

It takes approximately 30 days for your AutoPay enrollment request to process. Once processed, your OUC bill will reflect the automatic payment draft date. You can also register for OUC Alerts, which will notify you of the date and the amount of the automatic payment. Please visit www.OUC.com/alerts for more information.

With AutoPay, OUC automatically deducts your monthly utility bill from your bank account on your bill’s due date. To sign up for AutoPay, simply log in to your myOUC account and go to the Billing & Payment, AutoPay section to provide your banking information.

At this time, only a checking or savings bank account can be used to enroll in our AutoPay program.

Yes, you can make payments in addition to the scheduled monthly AutoPay draft. However, the monthly AutoPay draft will process for the total amount of your OUC bill, regardless of additional payments made. Any additional payments on your account will be credited to the account balance and reflected on the next OUC bill.

Your financial institution may process the automatic draft a day earlier. Please contact your financial institution for details.

There is no charge for this service from OUC. Some financial institutions, however, may charge a small fee. Please contact your financial institution for fee information.

A return fee of $25 or 5% of the face value of any draft over $500, whichever is greater, will be assessed for each returned payment. Collection of the returned payment may be handled by a third party and may be electronically debited to your bank account for the full value of the transaction, plus the state allowable return fee. Three or more instances of returned payments will result in removal from the AutoPay program.

To update your banking information, log in to your myOUC account and go to the Billing & Payment section. It takes approximately 30 days for the new banking information to take effect. If a payment is already in progress, please call OUC’s Customer Service at 407-423-9018 during normal business hours for assistance. 

• Add Billing Alerts by texting REG to 69682 (myOUC) or through your myOUC online profile. Once logged in, click Alerts on the left navigation and then click Manage Preferences.
• If you enroll in the Statement Ready program, this alert will notify you when your bill is available for viewing, and the amount and date your account balance will be drafted from your account. If you enroll in the Payment Reminder program, you will receive an alert the day before the draft date. If you enroll in the Payment Status program, you will receive an alert once the payment is processed or if the payment failed.
  
  

Yes, and we recommend AutoPay customers carefully review their monthly bills to identify any abnormal consumption patterns and update their accounts accordingly if needing to use an alternative payment method. Abnormally high consumption can cause a larger amount to be drafted from your account than expected.

OUC customers who need assistance should call Heart of Florida United Way by dialing 2-1-1 from a landline or cell phone. From a payphone, the number is 407-839-4357. Heart of Florida United Way will help you to locate an agency so eligibility and need may be determined.

To view and print your statement, click View My Bill on the Account Summary page of your myOUC account. Your statement is formatted as an Adobe PDF document and you need Adobe's free Acrobat® Reader installed on your computer. Please note, if you are using another application (like Preview for Mac), be sure all software updates have been applied and that the viewer is set to display in color. Download Adobe Acrobat now ®.

If you have requested paperless bills, at the start of each billing period an email is automatically sent to the email address you used during enrollment. This email, which should be received about two weeks before your due date, lets you know when a new statement is available on your myOUC account. If you have requested paper bills, your bill should arrive monthly via the US mail.

Your most recent OUC statement will be available immediately upon establishing your myOUC account. If you opted for paperless billing, each month you will receive an email notification alerting you that your OUC statement is available for viewing.

Your mailing address appears under your name at the top of your OUC statement and on your bill stub. The service address is also labeled near the top of your statement. To find this information, log into myOUC and, click View My Bill on the Account Summary page.

Your deposit will be refunded in the form of a credit on your final bill.  If the credit is higher than the final bill, a refund check will be issued to the account holder. Depending on your account status, your residential deposit may be credited back to your account with interest after two or more years of good payment history.

OUC offers several payment options:

• Pay online by echeck or credit card

• Use our automated phone system by calling  407-423-9018.

• Pay at 400+ authorized locations throughout Central Florida. See all payment options and locations

Check to make sure you have a program capable of viewing PDFs. We recommend using Adobe Acrobat® Reader to view your statement.  If you are using another application (like Preview for Mac), make sure all software updates have been applied. Download Adobe Acrobat ®.

You can make payment arrangements online through your myOUC online profile or by calling 407-423-9018.

You can view and print previous bills when you log in to your myOUC online profile.

OUC offers several different payment options:

• You can pay online through your myOUC online profile
• Customers can pay over the phone by calling 407-423-9018
• Customers can pay at at a number of convenient locations throughout Central Florida. For a full list of locations, visit Payment Locations

We recommend using Adobe Acrobat® Reader to view your statement. Download Adobe Acrobat ® now.

Please note, if you are using another application (like Preview for Mac), be sure you have applied any software updates and then check the settings. For example, the viewer should be set to display in color, not gray scale.

To ensure your information is secure when using our online services, we need to confirm your identity and verify your access to the appropriate information.

Since we provide service before it is actually billed, we may require a security deposit to initiate service. Based on credit and OUC payment history, some customers may be required to pay a deposit before utility service is initiated. New customers with one late payment during the first six months of service or one forced collection attempt during any 12-month period may be billed for a new or additional deposit based on twice the customer's average monthly bill.

Your deposit is calculated based on your credit and OUC payment history, as well as the historic average monthly consumption at the premise. New customers with one late payment during the first six months of service or one forced collection attempt during any 12-month period may be billed for a new or additional deposit based on twice the customer's average monthly bill.

Your residential deposit will be refunded in the form of a credit on your final bill. If the credit is higher than the final bill, a refund check will be issued to the account holder. Depending on your account status, your residential deposit may be credited back to your account with interest after 2 or more years of good payment history.

Yes. To set up an installment plan contact us online.

Our agents are available from 7 a.m. to 6 p.m. Monday-Friday to assist customers with billing questions. Contact us via the online form or by calling 407-423-9018. Calling from the primary phone number associated with your account helps complete your request faster over the phone.

Calls are answered in the order they are received.

Residential:
M-F, 7 a.m. to 6 p.m. (not including holidays)
Commercial:
M-F, 7:30 a.m. to 5:30 p.m. (not including holidays)

You can contact us via the online form under Contact OUC or by calling 407-423-9018.

Yes, when wait times exceed a certain threshold, callers will be given the option to request a callback from Customer Service during business hours.

For OUC, the digital electric meters provide detailed information without the need for an on-site visit by a traditional meter reader for monthly billing.  Additionally, in many cases, the meters can be outfitted with a remote switch capable, allowing the utility to remotely disconnect and reconnect power after payment or move-in, preventing the need for an on-site visit by an OUC technician.  The meters also provide additional visibility for OUC into outage and voltage information at the location.

For the customer, the digital electric meters provide detailed usage data can that can be accessed online by the account holder after registering for a myOUC account.  Additionally, in cases where the meter is compatible with a remote switch feature, reconnection of electric service after payment typically occurs much faster than it would have been had an OUC field technician been required to drive to the location and perform the reconnection manually.

Lastly, these meters enable OUC to offer the Power Pass (prepaid) program, that includes several unique benefits to both the utility and customer. Click here to learn more about Power Pass.

A digital electric meter measures electricity usage in kilowatt-hours (kWH).  The display on the digital meter shows the current kilowatt-hour reading in the same way that a car’s odometer records current mileage. 

Usage information is one of several screens the smart meter cycles through.  Wait for the display to read “Tot KW h” on the right side of the display screen.  Read the display from left to right for the usage in kilowatt hours (kWh).  With the exception of Solar Photovoltaic (PV) customers, the display with a negative (-) value should be ignored.  The (-) display shows the energy a customer has delivered to OUC.  All other displays on the screen are related to the operation of the meter and connection to the communication network for meter technicians’ use.

To determine your energy (kWh) usage over a period of time, take an initial meter reading. At a later time, take a second reading. Subtract the first reading from the second reading to determine how much electricity you have used during that time.

Using the meter shown below as an example, the initial meter reading is 113 kWh.  Looking at the meter at a later time for a second reading, the meter reads 29,611 kWh.  Subtracting the later reading of 29,611 kWh, from the initial reading of 113 kWh means 29,498 kWh (29,611 kWh-113 kWh = 29,498 kWh) was used during that period of time.

The digital meters that OUC installs meet all Federal Communications Commission (FCC) guidelines and safety standards. OUC utilizes a low power “mesh network” where the meters act as repeaters passing the data to other nearby meters until it makes it to a main collector. The meters emit only a ¼-watt signal for just 1.5 seconds every four hours, which is significantly less than the radio frequency emitted by cell phones. Digital meters send information about electricity use to utilities by RF signals. The exposure from digital or smart meters is much lower than other common sources for two reasons (see image below): 1) infrequent signal transmission, and 2) distance from the source.

For more information and research on smart meters, please visit the links below:

California Council on Science and Technology:
Health Impacts of Radio Frequency from Smart Meters

Electric Research Power Institute:
EPRI Radio-Frequency Exposure Levels from Smart Meters: A Case Study of One Model

The primary environmental benefit from digital electric meters is reduced emissions from OUC vehicles that will no longer make regular visits for monthly meter reading.  Additionally, many digital electric meters are also outfitted with a remote switch, allowing OUC to remotely disconnect and reconnect power for that specific location, preventing the need for additional field visits and further reduction of emissions.  Lastly, many studies show that customers who are able to access their digital electric meter usage data online have more awareness of their usage patterns and are more empowered to decrease their overall energy usage.

If after understanding all of the benefits and regulations surrounding digital electric meters you still feel that it’s not right for you, please consider the following requirements for opting out:

• Payment of a one-time, non-refundable opt-out enrollment fee is required
• A monthly manual meter reading fee will be assessed on the monthly billing statement
• Opt-out requests can only be processed for the meter(s) associated with the account holder’s location (i.e. customer may not request an opt-out for a neighbor’s meter not on their own account)
• Opt-Out requests will be processed so long as:
  • a non-standard analog electric meter is available for installation,
  • the technology is supported by OUC and
  • the requesting customer has not been found by OUC to have engaged in meter tampering or theft

Authorized persons on the respective OUC account may contact Customer Service at 407-423-9018 or email customerservice@ouc.com.

OUC employees and authorized OUC contractors regularly need to gain access to customers’ property to inspect, perform maintenance and other tasks required to provide service. As a condition of continued service, customers must provide authorized OUC personnel unimpeded and safe access to OUC meters and associated service delivery equipment at all times. At OUC, the safety of our employees is our priority. Customers can help keep OUC employees safe when accessing their property by:

• Providing a safe unimpeded path free of any obstacles or holes that could cause injury
• Securing animals away from OUC equipment allowing personnel to avoid bites or aggressive behavior

You must register with us as a supplier and complete the profile information to be placed on the bidder's list for the commodity area(s) selected.  Please visit the Strategic Sourcing page for more information.

Purchase Orders can be received via fax, electronic mail, or EDI (electronic data interchange).

Yes, OUC bases its relationships with suppliers on how well the supplier meets existing needs and how well they can fulfill future strategic goals.

OUC will conduct business with suppliers who are competitive and who will provide the lowest long-term cost of ownership. OUC is dedicated to working closely with local suppliers to implement our strategic purchasing requirements.

Strategic Sourcing
Reliable Plaza
100 West Anderson St.
Orlando, FL 32801

Phone: 407-434-4048

For commercial questions, suppliers should contact their respective buyer or the Strategic Sourcing Office at 407-434-4048. General questions regarding Strategic Sourcing policies and contract implementation issues, should also be directed to their respective buyer.

Invoices should be mailed or emailed to:

Orlando Utilities Commission
Attn: Manager, Accounts Payable
P.O. Box 3193
Orlando, FL 32802-3193

Email:  accountspayable@ouc.com

Sales representatives are encouraged to visit with the appropriate buyer during normal business hours (8 a.m.-4 p.m., Monday-Friday). Appointments are recommended to ensure that the buyer and other appropriate parties will be available for your visit.

All questions regarding payments should be directed to Accounts Payable at accountspayable@ouc.com and the appropriate representative should be able to give you the status.

Yes, Development Services is devoted to assisting new and current customers with questions about expansion or growth regarding utilities.

All you need is a valid email address. If you are currently an OUC customer, once you complete the registration process, you will need your account number and PIN to connect your account to your myOUC online profile. Click here to see where your account number and PIN number are located. New customers can simply get started once they have completed the registration process.

Your username should be something you can easily remember. You must use a minimum of 7 characters and a maximum of 20 characters. You can use letters, numbers, underscores (_), dashes (-), at symbols (@), and periods. You can also use your email address. These requirements enable you to create a username that helps maintain your myOUC account's security and privacy.

Your password should be something that you can easily remember. Passwords are case sensitive, must use a minimum of eight characters and contain at least four letters and one number. Do not use the same number more than three times in a row (for example, 1111) or the following symbols: ! & ~ < > | =. These requirements enable you to create a password that helps maintain your myOUC account’s security and privacy.

Yes, access to a myOUC account is only associated with a single username and password.

To change your name as it appears on the bill, contact OUC Customer Service at 407-423-9018.

Yes, you can update your mailing address, email address, primary and alternate phone numbers and password using the 'My Info' or 'Edit Info' links on the Account Summary page.

The link you received via email for your myOUC account expires after 30 minutes for security purposes.  If it has been longer that, please re-register and complete the link process within 30 minutes.  To complete your registration, you must log in to myOUC with your OUC account number and PIN. Double check that the entered information is exactly as it appears on your OUC statement. All letters, numbers, punctuation and spaces must be entered precisely as they appear on your bill. OUC requires this exact match to your billing information to ensure both online security and privacy.

No, your myOUC account may only be accessed with a single username.

After three unsuccessful attempts to log in, accounts are temporarily locked out for your security. If you are locked out of your account, please wait a bit to try logging in again. Make sure you are typing in the correct, case sensitive username and password. If you are still unable to log in, try using Forgot Username or Forgot Password and follow the prompts.

To update your mailing address or contact information, go to your myOUC online account and use the My Info or Edit Info links found on the Account Summary page. You can also call OUC Customer Service at 407-423-9018.

Some OUC customers have more than one account assigned to their name. If you have multiple accounts, when you register for a myOUC account, the account number you use during registration is your default account. All of your other accounts will be accessible in myOUC on the Account Summary page by utilizing the drop down arrow next to the account number.

To recover your username, go to the Forgot Username page. You will be asked to enter the email you used to set up your online account profile.  Your username will be sent to your email.

To reset your password, go to the Forgot Password page You will be prompted to enter your username and characters that appear. An email will then be sent to the email address associated with your username. The email will contain a link that, once clicked, allows you to reset your password using our secure server. You’ll be asked to select a new password and confirm it. Your password will then be reset and you will receive a confirmation via email. If you continue to have trouble, agents are available to assist you from 7 a.m. to 6 p.m. Monday-Friday by contacting us via the online form or by calling 407-423-9018. If you do call, calling from the primary phone number associated with your account helps complete your request faster.

Statistics have shown that customers who use pay-before-consumption programs like OUC Power Pass tend to use less electricity because they are more aware of how much they are using. Through the OUC Power Pass portal, you can check your daily consumption and receive alerts via text, email and/or phone to help keep an eye on how much you use.

You can login to myOUC and your balance will be on the account summary. Click on the OUC Power Pass link to get more detailed information like your daily usage and alert settings. You can also call 407-423-9018 to receive automated information regarding your OUC Power Pass account and make payments

Once an initial payment of $50.00 is made and applied to a customer’s account, the customer now has a credit balance of $50.00 assuming there were no outstanding charges or fees. OUC will view and pull actual consumption on a nightly basis and deduct the charge for usage from the customer’s credit balance which is then updated as a new balance. For example, if customer begins with $50.00 and used $3.00 of electricity on a given date the customer’s new credit balance is now $47.00.

You manage your OUC Power Pass account. You can receive low balance notices by email, telephone and text, based on the notification preferences you chose during account set up. This will give you time to purchase power before your service is disconnected. If you do not purchase more power, your service will be disconnected. Once you make a payment, your service will be reconnected.

If you are in good standing you may discontinue your participation. A deposit may be required to reactivate your traditional billing.

No. You will receive the same reliable electric service. Since you will receive low balance and pending disconnect notifications prior to disconnect, you will know if you are experiencing a power outage or have just run out of money on your OUC Power Pass account. And, if you have a power outage, our crews will still be on standby, ready to assist you. To report power outages, call us at 407-423-9018 or online when you log in to your myOUC profile.

That is entirely up to you! The OUC Power Pass program is designed to fit YOUR budget. You can prepay enough to last a few days, or you can buy enough to last several months. The choice is yours!

You can login to myOUC and your balance will be on the account summary. Click on the OUC Power Pass link to get more detailed information like your daily usage and alert settings. Or, call 407-423-9018 and follow the instructions provided.

Additionally, when you set-up your OUC Power Pass account, you were asked to provide up to two contact numbers and/or an email address to which alerts will be sent about your balance and disconnect status. This ensures you can monitor usage easily and efficiently so long as the contact numbers and email do not change.

You may have pop-up blockers enabled. OUC Power Pass uses pop-up windows to show different sections of the website. You will need to allow pop-ups for myOUC and Usage Dashboard.

You can report an outage online and via your mobile device by logging into your myOUC online profile or by calling 407-423-9018.

During and immediately following a storm, dim and flickering lights are a normal occurrence as OUC’s electrical grid isolates damaged circuits to minimize larger outages. If your service outage lasts more than 10 minutes, please contact OUC. Power outages can be reported by calling 407-423-9018 or text OUTAGE to 69682.

You can report a problem with a streetlight by using the Report a Streetlight Outage online form or by calling 407-737-4222.

You can report energy or water theft by using the online Report Utility Theft form or by calling 407-384-4019.

If there is a known outage that is affecting your home, you can check the status online through your myOUC online profile. You can also get updates on restoration by calling 407-423-9018.

There are a couple of possible reasons:

• You may be on a different feeder or transformer from your neighbors.
• The service line to your home may have been damaged and need repairs before your home can be reconnected.
• The weatherhead connection, where the electric lines meet the electric meter on your home, may have been damaged.

To request a utility pole on your property be moved, call OUC Electrical Engineering at 407-434-4427.

Check the locations of power or water lines on your property by calling 8-1-1. Remember to always call before you dig.

OUC's Outage Map features information on the size and location of the outage and estimated restoration times. View the Outage Map in English or Spanish.

Crews may leave your area before power is restored for several reasons:

• Before any repairs begin, OUC crews must survey damaged areas to immediately address dangerous situations.
• We may need to repair damage between the source of power and your area.
• We may need to restore power to a critical community facility, such as a hospital, police station or fire station.
• We may need to work on a problem elsewhere that will restore power to the greatest number of customers safely and as quickly as possible.

We encourage customers to maintain their trees before they interfere with electric lines and equipment. You should never attempt to trim any vegetation growing on or near overhead power lines. Only specially trained line-clearing professionals should work around power lines. Check your local listings to locate a contractor qualified to trim vegetation around power lines or contact OUC using the online form under Contact OUC or by calling 407-423-9018. Before work begins, be sure to verify that the contractor is licensed and insured and complies with all applicable laws, codes, ordinances and/or permits. Learn more about tree trimming.

An electric wire arc is an electric current of high density between two separate conductors or between a conductor and a grounded object, such as a tree, pole or a building. The electric arc gives off intense heat and light and can easily start a fire. If you see an electric arc, please call 9-1-1.

OUC provides the information and tools you need to use less energy and water. Visit the "Save Energy, Water & Money" section of our website for tips, videos, and more ways to get started.

OUC has a number of programs designed to help customers save energy, save water and save money. Learn about rebates and other incentives offered by OUC for making changes to increase the efficiency of your home or business and lower your bill at OUC.com/Rebates

Many rebates can be redeemed at the point of sale when you use an OUC Preferred Contractor.  If you use a contractor outside of the Preferred Contractor Network, you can visit OUC.com/Rebates and download the Rebate Application Form.

OUC and the experts from the Florida Solar Energy Center inspect the systems to ensure they will function to their maximum potential. Additionally, OUC needs to verify that all solar photovoltaic systems interconnected to our grid are installed safely and will not jeopardize the safety of any crews working in the area.

Calculating savings for solar thermal:
A 40-sq.ft. solar thermal collector equivalents to roughly 2 kW.

40-sq.ft.collector equivalents kW: 2
1 kW System Production kWh/yr: 1,350

40 sq.ft. collector equivalents kW:	2
1 kW System Production kWh/yr:	1,350
1,350 kWh x 2 =	2,700
2,700 / 12 (no. of months in a yr) =	225
225 * $0.14 (OUC rate) =	$ 31.50
Total monthly savings	$ 31.50
Total yearly savings	$ 378.00

OUC offers a solar thermal (hot water) program for residential customers and solar photovoltaic (PV) programs for both Residential and Commercial customers. To find our more details on each program, visit OUC.com/Solar.

A 40-sq.ft. solar thermal collector is equivalent to roughly 2 kW.

No, OUC electric rebates are limited to electric customers only.  If you only have OUC water, you should check with your electric service provider for a list of their rebates.

Rule of thumb: 1 kW system in Orlando is expected to produce an average of 1,350 kWh a year. (Source: National Renewable Energy Laboratory – PVWatts)

Today’s solar water heaters, or solar thermal systems, provide environmentally friendly heat for domestic water. Producing electricity with solar electric, or solar photovoltaics (PV) emits no pollution, produces no greenhouse gases and uses no finite fossil fuel resources.

OUC connects customers with members of our Preferred Contractor Network. The OUC Preferred Contractor Network features contact data for contractors categorized by specialty. Visit OUC.com/PCN for more information.

OUC connects customers needing a solar contractor with members of our Preferred Contractor Network. The OUC Preferred Contractor Network features contact data for contractors categorized by specialty. Visit OUC.com/PCN for more details.

If you registered for a myOUC online profile, you were automatically enrolled in paperless billing. If you wish to receive a paper bill, log into your account and update your paperless settings.

Register for a myOUC online profile to switch to paperless billing. You will be able to view and print current and previous bills and you can unenroll at any time.

Rule of thumb: 1 kW system in Orlando is expected to produce an average of 1,350 kWh a year. (Source: National Renewable Energy Laboratory – PVWatts)

A 40-sq.ft. solar thermal collector equivalents to roughly 2 kW.

Calculating savings for solar thermal:
A 40-sq.ft. solar thermal collector equivalents to roughly 2 kW.

40-sq.ft.collector equivalents kW: 2
1 kW System Production kWh/yr: 1,350

40 sq.ft. collector equivalents kW:	2
1 kW System Production kWh/yr:	1,350
1,350 kWh x 2 =	2,700
2,700 / 12 (no. of months in a yr) =	225
225 * $0.14 (OUC rate) =	$ 31.50
Total monthly savings	$ 31.50
Total yearly savings	$ 378.00

OUC needs to verify that all solar photovoltaic systems interconnected to our grid are installed safely and will not jeopardize the safety of any crews working in the area.

No. However, we do provide a list of solar contractors through our Preferred Contractor Network.

• Florida Solar Energy Center (FSEC)
• FSEC Solar Thermal Calculator
• Solar Estimate
• PV Watts
• Database of State Incentives for Renewable Energy (DSIRE)
• Florida Solar Energy Industries Association (FlaSEIA)
• U.S. DOE Energy Efficiency & Renewable Energy

Rebates and incentives vary depending on where you live. Please visit the DSIRE website to see what incentives are available in your area.

Yes, for PV program. Depending on how old the system is, a solar contractor would need to bring the system up to code so that it can pass OUC's inspection. For solar thermal systems, applications must be submitted within 6 months of system installation. Visit the How to Apply for Your Home or How to Apply for Your Business section to learn more about the requirements.

Solar Thermal – an average 40-sq.ft. open loop collector with an 80-gallon tank can cost $4,000 - $5,000.

Solar Photovoltaic (PV) – around $4 - $6 / watt. For example, a 4 kW system can cost $16,000 - $24,000.

No, participation in OUC’s solar programs requires customer’s electric service be provided by OUC.

• City of Orlando requires a building and electrical permit for PV and a building and plumbing permit for Thermal. For more information, visit the City of Orlando permitting website
• Orange County requires an electrical permit for PV and a plumbing permit for Thermal. For more information, visit the Orange County permitting website
• St. Cloud requires an electrical permit for PV and a plumbing permit for Thermal. For more information, visit the St. Cloud permitting website
• Osceola County requires a building and electrical permit for PV and a building and plumbing permit for Thermal. For more information, visit the Osceola County permitting website

1 kW System Production kWh/yr: 1,350
kWh Monthly Electric Consumption: 1,500

1,500 * 12 (no. of months in a yr) =	18,000
18,000/1,350	13.33
Total kW needed	13.33

Calculating savings for solar photovoltaic:
An average residential solar system is about 4-5 kW.

I want to install a 4 kW photovoltaic solar system, how much will I save?

Solar system size kW: 4
1 kW System Production kWh/yr: 1,350

1,350 kWh x 4kW =	5,400
5,400 / 12 (no. of months in a yr) =	450
450 * $0.14 (OUC rate) =	$ 63.00
450 * $0.05 =	$ 22.50
Total monthly savings	$ 85.50
Total yearly savings	$ 1,026.00

 

The OUC Solar Thermal point-of-sale rebate can only be provided by an OUC Preferred Solar Contractor at the time of purchase. The OUC point-of-sale thermal rebate is $900.

OUC needs to inspect the solar thermal system to verify the solar system installed matches the equipment listed on the application.

Yes. OUC’s Residential Solar Thermal Program was created to encourage residential solar thermal system installations. To select an OUC Preferred Solar Contractor to install your system, click here. However, customers who use contractors not participating in the OUC Preferred Contractor Network are eligible to participate as well.

The existing electric meter will be replaced with a bi-directional meter for net metering. To learn more, visit the How to Apply for Your Home section and the Solar Installer Information section.

OUC needs to be aware a solar photovoltaic system will be interconnected to our grid for the safety of our crews working in the area and to  manage the impact of solar projects on our grid. Additionally, OUC will verify that the metering equipment is capable of supporting a photovoltaic system.

Please visit the Residential How to Apply for your Home or How to Apply for your Business sections of our website to see the list of requirements.

• f you desire to do business with OUC, you must register with us as a supplier. The Supplier registration process is now automated and available. Click here to register.
• Complete the company profile information and then select the commodity code for the goods or services that you provide.
• After you have completed the supplier registration process, you will be placed on the bidder’s list for the commodity area(s) you select. Submission of supplier registration does not guarantee receipt or notification of bids, proposals or advertisements/notices from OUC.
• It is recommended that you update your supplier profile information annually to maintain the status as a current supplier.

All questions regarding payments should be directed to Accounts Payable at accountspayable@ouc.com and the appropriate representative should be able to give you the status.

Purchase Orders can be received via fax, electronic mail, or EDI (electronic data interchange).

OUC Purchasing Offices
5971 Pershing Ave
Orlando, FL 32822
Phone: 407-434-4048

Sales representatives are encouraged to visit with the appropriate buyer during normal business hours (Monday through Friday, 8:00 a.m. - 4:00 p.m.). Appointments are recommended to assure that the buyer and other appropriate parties will be available for your visit.

Invoices should be mailed or emailed to:

Orlando Utilities Commission
Attn: Manager, Accounts Payable
P.O. Box 3193
Orlando, FL 32802-3193
Email: accountspayable@ouc.com

Yes, OUC bases its relationships with suppliers on how well the supplier meets existing needs and how well they can fulfill future strategic goals.

OUC will conduct business with suppliers who are competitive and who will provide the lowest long-term cost of ownership. OUC is dedicated to working closely with local suppliers to implement our strategic purchasing requirements.

For commercial questions, suppliers should contact their respective Buyer or the Purchasing office at 407-434-4048. The same for general questions regarding Purchasing policies, or contract implementation issues, suppliers should contact their respective Buyer.

The link you received via email for your myOUC account expires after 30 minutes. If it has been longer that, please re-register and complete the link process within 30 minutes. To complete your registration, you must log in to myOUC with your OUC account number and pin number. Click here to view where your account number and pin are located. Double check that the entered information is exactly the same as it appears on your OUC statement. All letters, numbers, punctuation and spaces must be entered precisely as they appear on your bill. OUC requires this exact match to your billing information to ensure both online security and privacy.

Since we provide service before it is actually billed, we may require a security deposit before service(s) is initiated.

Your deposit will be refunded in the form of a credit on your final bill. If the credit is higher than the final bill, a refund check will be issued to the account holder. Depending on your account status, your residential deposit may be credited back to your account with interest after two or more years of good payment history.

OUC offers several different payment options:

• You can pay online through your myOUC online profile
• Customers can pay over the phone by calling 407-423-9018.
• Customers can pay at at a number of convenient locations throughout Central Florida. For a full list of locations, visit Payment Locations

You can start your service by visiting OUC.com and setting up a myOUC online profile & selecting service request/start service, or by calling 407-423-9018 and selecting start service from the menu options.

You can make payment arrangements online through your myOUC online profile or by calling 407-423-9018.

You can move (transfer) your service by visiting OUC.com and setting up a myOUC online profile & selecting service request/start service, or by calling 407-423-9018 and selecting move service from the menu options.

To update your mailing address or contact information, go to your myOUC online profile and use the My Info or Edit Info links found on the Account Summary page. You can also call OUC Customer Service at 407-423-9018.

You can stop your service by going to your myOUC online profile & selecting service request/stop service, or by calling 407-423-9018 and selecting stop service from the menu options.

To change your name as it appears on the bill, contact OUC Customer Service online at 407-423-9018.

Check to make sure you have a program capable of viewing PDFs. We recommend using Adobe Acrobat® Reader 9 or higher to view your bill. Click to download or update Adobe Acrobat® now. If you are using another application (i.e. Preview for Mac), make sure all software updates have been applied.

We recommend using Adobe Acrobat® Reader 9 or higher to view your bill. Download Adobe Acrobat® now. 

If you are using another application (i.e. Preview for Mac), be sure you have applied any software updates and then check the settings in the viewer. For example, the viewer should be set to display in color, not gray scale.

Your Account Number and PIN appear in the top right corner. Your Account Number is a ten-digit number that you should have readily available whenever you contact us about your account. The PIN is found immediately under the Account Number and is used when creating your myOUC online profile.

Your bill separates the fuel and non-fuel charges to help you better understand what is included in your electric service. A fuel charge is the cost for fuel required to provide each kilowatt-hour (kWh) of electricity. A non-fuel charge is the cost other than fuel to produce and deliver electricity to your home or business, including the cost to operate equipment and maintain facilities.

Yellow notification boxes will appear next to the Current Charges only if they need additional explanatory information. These may not appear every month, but only when additional information is available to help clarify your charges.

The Message Center shares information that may be of interest to you. Check here for new information on programs and services.

Electric and water usage graphs appear immediately after the Current Charges section of your bill, and often appear on the back side of a single page bill. Each water service (water, irrigation, reclaimed water, etc.) will display its own consumption chart.

Consolidated customers can see their billing summary on the first page of the bill. Also, each individual service address will appear on a separate page.

Yes, paperless billing customers will also see the new look. You will continue to receive an email that your bill is available to view. As always, you can view a PDF of your bill when you log into your myOUC online profile.

No, simply click the "View Usage" link on your myOUC Online Profile to access the Usage Dashboard. Make sure that you have pop-ups enabled as the dashboard will open in a new window.

From your dashboard, click on "History" and then "Usage History." In the Time Period section, click "View Hourly Electric Usage." You’ll be presented with a chart representing the most recent full days’ worth of hourly data. Under Hourly Usage will be listed hourly data for the past week. To view the previous week, click "Next Week." To return to the current week, click "Previous Week."

You must be an OUC residential electric customer to view the usage dashboard. Currently, the usage dashboard is unavailable for customers with water-only service or subscribed to specific programs such as Solar PV, Community Solar Farm, Chilled Water, and Account Consolidation. Also, if you are a new OUC customer, the usage dashboard will be available after the account bills for the first time.

Understanding when you use electricity and water will help you make more informed decisions about how to conserve and save money. If you see spikes at particular times or days, consider investigating the devices being used during those times. If your usage is consistent throughout the day, consider devices that run all day long, such as air conditioning, especially if no one is home during those times.

The red line represents the high temperature for the day and the blue line represents the low temperature for the day. Simply click on the dots to see the actual high/low temperature for that day. Please note that the blue lines are only shown on the daily charts, not the hourly charts.

Our website requires the use of window pop-ups to launch the Usage Dashboard. Your browser may have the pop-up blocker feature enabled. Click the most appropriate browser to obtain information and view your browser's pop-up blocker settings.

• Safari: Block pop-up ads and windows in Safari - Apple Support
• Edge: Block pop-ups in Microsoft Edge - Microsoft Support
• Google Chrome: Block or allow pop-ups in Chrome - Computer - Google Chrome Help
• Mozilla Firefox: Pop-up blocker settings, exceptions and troubleshooting | Firefox Help (mozilla.org)

The green bars represent the kilowatt-hour (kWh) used per day. When you roll over the green bar, the number will be displayed.

When the electronic reading for a meter does not communicate with our system for any reason (i.e. obstruction of the meter), that day’s usage is added to the next successful reading obtained.

The weather has the biggest impact on your usage because heating and cooling uses the most electricity. Even if your thermostat is set at the same temperature, your heating or cooling system will have to work longer to reach that temperature when the weather gets colder or hotter (You can see high and low temperatures when you roll-over the red and blue lines on your usage dashboard). However, fluctuations in your consumption may also be caused by other factors, such as the number of people in your home at any given time. For example, if you have guests or keep the heat/air on because you have pets, usage increases. Also, if you are home only in the evening one day but then spend an entire day at home the next, your usage will go up, especially if you are running appliances like your washing machine and dryer while home.

In order to properly populate your usage dashboard, your meter sends many readings throughout the day. It is possible that some of those readings are not properly translated, necessitating our system to estimate the read and help fill the gaps. Actual usage is determined once we have a valid reading. On your usage dashboard, you can identify any estimated readings by clicking "History" and reviewing the Readings and Type columns in the Usage History chart. Readings are marked either "Valid," meaning an actual read, or "Estimate."

If the Reading Type is listed as Valid, then the reading is not estimated. If your account received a daily read but did not compile enough hourly reads, the system will take your daily usage and spread this over the day, making your chart appear to display the same consumption each hour.

Yes, so long as OUC is your provider for those services. On your myOUC Online Profile, click on "History." In the "Service" drop down menu switch the view from electric to water or sewer and click "Load." The page will repopulate with the chosen information. If you select sewer, you will see the same readings and usage as the water meter unless you have additional water services such as Irrigation or Reclaimed Water.

The display begins with your service activation date. The default display is up to the last 30 days, but you can enter a specific time period if desired. You may be able to see up to the last five years of data so long as there was a digital meter installed at your address and data was being gathered.

You can receive two types of email alerts: "High Usage" and "Daily Usage." "High Usage" will be sent when your usage reaches a threshold of your choice per day. "Daily Usage" will send the current usage each day.

Click the "View Usage" Button and from the Dashboard, click on "Settings" and "Manage Alerts." Before adding an alert, be sure that you add your email address to your account by clicking "Change Settings." You may add up to six email addresses before pressing "Change." Then, click "Add Alert," select the appropriate options for the alert that you desire and click "Add." If you would like to then change the time you receive an alert, click "Edit" next to the applicable alert, change your time and click "Update."

Yes, you can add up to 5 additional email addresses to the alert settings.

Click the "View Usage" Button and from the Dashboard, click on "Settings" and "Manage Alerts." Follow the instructions on the page to edit the alerts.

Not at this time. Alerts via email may be provided for other services, like water, in the near future.

OUC delivers excellent water to the tap — water that meets or exceeds all federal and state regulations for drinking water. In fact, OUC water is better than it has to be, naturally. It comes from one of the purest, most protected and pristine sources in the world. Then we treat this high-quality water with extraordinary care so that it stays that way.

OUC water comes from the lower depths of the Floridan Aquifer, a quarter of a mile below the earth’s surface. This deep water supply is protected from contaminants, pollutants, and bacteria that might affect surface water supplies. This pristine water requires little treatment.

OUC uses an advanced ozone treatment process that produces great-tasting tap water. By treating our water with ozone, a strong and safe disinfectant, OUC reduces the use of chlorine in its water system and removes hydrogen sulfide, a naturally occurring compound that can create an unpleasant taste and odor. We also add fluoride to prevent tooth decay and treat the water to control corrosion.

Yes. We now treat the water to reduce its natural corrosiveness to help prevent copper of lead from leaching into water from customers’ plumbing. In addition, you can help by:

• Letting your cold water faucet run about 30 seconds if it has not been used for an hour or longer. This will rinse away any temporary buildup of copper, lead or other minerals that may occur in your plumbing fixtures. (Use that water for plants or washing dishes.)

• Using cold water from your tap (never hot) for cooking, drinking, or making ice.

Annually, we conduct approximately 12,000 water-quality tests on a periodic basis throughout the system. The number of tests that are done is three times more than required. The results consistently demonstrate that the water delivered to you meets or exceeds all federal and state regulations.

OUC neither recommends nor discourages buying any specific point-of-use treatment device. We encourage you to investigate the claims made, and to check actual performance of a home treatment device before and after installing the unit. Such a decision is a matter of personal preference, especially regarding the taste or softness of water.

The natural copper or lead content of the water OUC delivers to you is well within federal and state safe drinking water standards. However, there may be instances that OUC customers have higher than normal levels of copper of lead in their drinking water because of prolonged exposure of the water to the plumbing or fixtures in their homes or businesses.

We invite you to contact us if you have other questions and welcome the opportunity to meet with you. If you have any concerns about water at your property, our qualified Water Quality Technicians will be happy to schedule an appointment with you. Just call 407-423-9018, between 7:30 am and 4:30 pm, Monday through Friday.