Customer Communication
Reliable utility service means more than keeping the lights on — it also means keeping you informed. At BVU, we strive for transparent communication with our customers during service interruptions.
Real-Time Alerts
We use multiple tools to keep customers updated during outages:
- Phone Reporting with Smart Recognition – Our automated phone system recognizes the number you’re calling from. If it’s linked to an active, verified outage, you’ll receive an confirmation that we’re already aware of a service issue at your location — no need to go through the reporting process.
- Text Notifications (Coming Soon!) – We are actively developing a two-way text message system for outage reporting and restoration updates.
- Social Media – For moderate-sized outages affecting specific neighborhoods or service areas, we post updates on our Facebook page.
- Local Media Releases – For large-scale outages, we issue formal updates to local television, radio, and news outlets.
- Outbound Calling Campaigns – For major disruptions or planned outages, we initiate automated calls to affected customers.
Keep Your Contact Information Up to Date
Having accurate phone numbers on file helps us deliver the best service possible. Please log in to your Customer Portal or call our office to verify or update your contact information.
Outage Center Web Content
Our Outage Center is your first stop for detailed information and helpful resources:
- Plan Ahead for Outages – Tips to prepare your home or business before service interruptions.
- Outage Restoration Process – Details on how we prioritize and restore service after an event.
- Customer Responsibilities – What you can do to help us identify and resolve problems more quickly.
- Report Outdoor Light Outage – Easy online form for notifying us about streetlight issues.
- Emergency Load Curtailment Program (ELCP) – Designed to ensure reliable electric service during rare and extreme situations where demand exceeds available supply.
After-Action Summaries
After major storms or large-scale interruptions, we publish recap summaries outlining:
- What happened – A timeline of the event and affected areas
- How we responded – Restoration efforts and crew coordination
- Lessons learned – Future improvements based on post-event analysis
View our After-Action Summaries 
Looking Ahead
We are continually enhancing how we communicate by:
- Expanding access to real-time alerts
- Improving outage reporting tools
- Delivering clear updates through multiple platforms
- Publishing transparent summaries after major events
Please contact us if you have ideas for how we can better communicate with you. We’re listening.
