Xcel is rewriting the script to its automated message which seeks customers with medical needs to sign up earlier notifications.
DENVER — The next time customers’ power is shut off on purpose, Xcel Energy is supposed to over-communicate ahead of time.
An automated call going out to Xcel’s 1.6 million customers in Colorado sounds like a public safety power shutoff (PSPS) is about to happen. It is not.
“At Xcel Energy, your safety is our priority,” the automated message begins.
“We’re offering proactive outage notifications to customers in advance for planned, power shutoffs,” the message continues.
“I think it was our first time proactively contacting our customers, “Hollie Velasquez Horvath, Xcel’s Regional Vice President, said. “As of right now, actually, we are reevaluating our call script. We are rewriting it to make sure that we have better clarity and not confusing our customers that it is a PSPS event.”
The phone message has been delivered to 350,000 of 1.6 million customers so …