{"id":"southern-california-edison","page":"https://escalate.alexgaoth.com/#/c/southern-california-edison","html":"https://escalate.alexgaoth.com/c/southern-california-edison/","generated":"2026-10-15","company":{"id":"southern-california-edison","name":"Southern California Edison","aliases":["SCE","Edison","So Cal Edison"],"sector":"utility","parent":"Edison International","website":"https://www.sce.com","account_url":"https://www.sce.com/mysce/myaccount","notes":"Electric utility for central, coastal and southern California (not San Diego). Regulated by the California Public Utilities Commission (CPUC). Claims for losses from the Eaton Fire are handled only through SCE's separate Wildfire Recovery Compensation Program, not the general claims process. SCE publishes 1-800-284-2365 as Customer Service/Customer Support and 1-800-655-4555 on the Medical Baseline page.","channels":[{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"},{"id":"medical-baseline-phone","type":"phone","label":"Medical Baseline program questions","value":"+1-800-655-4555","purposes":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"},{"id":"outage-phone","type":"phone","label":"Report an outage","value":"+1-800-611-1911","purposes":["service_outage"],"source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://www.sce.com/outages-safety/report-outage-safety-issue/report-outage","purposes":["service_outage"],"access":"open","source":"https://www.sce.com/outages-safety/report-outage-safety-issue/report-outage","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Submit a claim online (not Eaton Fire)","value":"https://www.sce.com/apps/cmr","purposes":["service_outage"],"access":"open","notes":"Submit a claim one way only; submitting several ways can slow processing.","source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims (English)","value":"+1-800-251-3311","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-spanish-phone","type":"phone","label":"Claims (Spanish)","value":"+1-800-441-2233","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email","value":"claims@sce.com","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail","value":"Southern California Edison Company, Attn: Claims Department, P.O. Box 900, Rosemead, CA 91770","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Request a payment arrangement in My Account","value":"https://www.sce.com/mysce/myaccount","purposes":["disconnection"],"access":"login","notes":"Or call 1-800-284-2365.","source":"https://www.sce.com/customer-service/billing-payment/financial-assistance","last_verified":"2026-10-12"},{"id":"amp-application","type":"web_form","label":"Arrearage Management Plan (AMP) application","value":"https://cloud.sce.com/amp_form","purposes":["disconnection"],"access":"open","notes":"Needs the Service Account Number (starts with 8, upper left of the bill).","source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Bill assistance programs (CARE/FERA, Energy Assistance Fund, AMP, Budget Billing, Medical Baseline)","value":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Allowance application (online DocuSign or mail-in form)","value":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","purposes":["disconnection"],"access":"open","notes":"Online form sends a signature request to the medical professional by email. Mail-in: Southern California Edison, Medical Baseline Allowance Department, P.O. Box 9527, Azusa, CA 91702-9954.","source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"SCE does not publish a complaint form or complaint address on the pages reviewed. Send a dated letter and keep call notes with reference numbers."},{"rung":"state_agency","agency_kind":"utility_commission","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch."},{"rung":"state_agency","agency_kind":"attorney_general","note":"California Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with SCE customer service and get a reference number; if SCE does not fix it, complain to the CPUC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call SCE, say you dispute the bill, and ask for a bill review and, if usage looks wrong, a meter check. Get a reference number.","channel":"customer-service-phone"},{"do":"Put the dispute in writing with the account number, the bill date and the amount you dispute. Keep a copy."},{"do":"If SCE does not resolve it, file a complaint with the CPUC Consumer Affairs Branch."}]},{"issue":"disconnection","summary":"Call before the shutoff date, ask for a payment arrangement, and apply for AMP, CARE/FERA or the Energy Assistance Fund.","evidence":["disconnection notice","account balance","CARE/FERA enrollment","Medical Baseline approval"],"steps":[{"do":"Request a payment arrangement in My Account or by phone before the shutoff date.","channel":"payment-arrangement"},{"do":"If you are on CARE or FERA with more than $500 past due, apply for AMP debt forgiveness.","channel":"amp-application"},{"do":"Ask a local United Way agency for an Energy Assistance Fund grant.","channel":"payment-assistance"},{"do":"If someone in the home uses electric medical equipment, apply for Medical Baseline.","channel":"medical-baseline"}],"facts":[{"kind":"compensation","claim":"The Arrearage Management Plan forgives 1/12 of the past-due amount for each on-time payment, up to $8,000. It needs CARE or FERA enrollment, more than $500 past due (some over 90 days), at least six months as a customer, and on-time payments for the next 12 months.","issues":["disconnection"],"source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"kind":"limit","claim":"Missing two consecutive payments or three non-consecutive payments removes a customer from AMP. Net Energy Metering, Solar Billing Plan, Direct Access and master-metered customers cannot enroll.","issues":["disconnection"],"source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Energy Assistance Fund pays up to $200 (up to $300 for an all-electric household) toward the SCE bill once in a 12-month period for income-qualified residential customers. Apply through a United Way or partner agency.","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/energy-assistance-fund","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; SCE pays claims for losses caused by its negligence, not for weather outages.","evidence":["outage dates and times","itemized losses with receipts","photos","repair estimates"],"steps":[{"do":"Report the outage online or by phone.","channel":"outage-report-online"},{"do":"If you believe SCE caused your loss, submit one claim online, by phone, email or mail.","channel":"claims-form"},{"do":"For Eaton Fire losses, use the Wildfire Recovery Compensation Program, not the general claims process."}],"facts":[{"kind":"policy","claim":"SCE is generally responsible for losses caused by its negligence. Outages and losses from forces outside its control, such as weather, are often not its responsibility. For damaged property it pays the least expensive of repair, fair market value or replacement.","issues":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The statute of limitations for an SCE claim is 3 years for property damage and 2 years for bodily injury. SCE's goal is to decide most claims within 30 days of receipt.","issues":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Medical Baseline gives an extra 16.5 kWh per day at the lowest baseline rate, or a flat 11% discount on rate plans without a baseline such as Time-of-Use. A medical professional must sign the application.","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Medical Baseline recertification is every four years for permanent conditions (customer completes Part 1) and every two years for non-permanent conditions (medical professional completes Part 2).","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"known_blockers":["Payment arrangements online need a My Account sign-in.","The Medical Baseline application needs a medical professional's signature.","SCE's tariff rules (deposits, disputed bills, meter tests, disconnection) are hosted in a SharePoint folder that did not load for review."],"official_domains":["sce.com"],"security":{"never_asks":[{"kind":"policy","claim":"SCE will never call to demand immediate payment with the threat of service disconnection, and it does not have a \"disconnection department.\"","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE says it does not take payments over the phone, and does not accept payment through money apps such as Zelle or Cash App, prepaid cash cards (such as MoneyPak or Green Dot) or cryptocurrency such as Bitcoin.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE does not collect bill payments or copies of bills in person, and does not send solar representatives to homes or have solar companies call anyone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SCE, demand immediate payment, or ask for account, meter, Social Security, driver's license or financial information.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the customer has a past-due bill and offer a discount for paying them immediately over the phone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters ask realtors with sale listings to tell their sellers about a false overdue electricity bill, and give a fake SCE phone number to pay or face disconnection.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake utility websites target customers who search for how to connect new electric service or pay online.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers threaten disconnection and text a prepaid store barcode (for example Walmart, 7-Eleven, CVS or Walgreens) to pay by cash, debit, Bitcoin or prepaid card, or tell the customer to buy a prepaid card at a store.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a fraudulent call, text, email or in-person visit to SCE","value":"https://cloud.sce.com/Fraud_Form","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a fraudulent call, text, email or in-person visit to SCE by email","value":"csinfogov@sce.com","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Verify an SCE badge or authorization letter","value":"+1-800-655-4555","notes":"Select option 5.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"southern-california-edison","name":"Southern California Edison","sector":"utility","website":"https://www.sce.com","account_url":"https://www.sce.com/mysce/myaccount"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with SCE customer service and get a reference number; if SCE does not fix it, complain to the CPUC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call SCE, say you dispute the bill, and ask for a bill review and, if usage looks wrong, a meter check. Get a reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"}},{"do":"Put the dispute in writing with the account number, the bill date and the amount you dispute. Keep a copy."},{"do":"If SCE does not resolve it, file a complaint with the CPUC Consumer Affairs Branch."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"SCE does not publish a complaint form or complaint address on the pages reviewed. Send a dated letter and keep call notes with reference numbers.","candidate_channels":["claims-email","claims-mail","payment-assistance","medical-baseline"]},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment arrangements online need a My Account sign-in.","The Medical Baseline application needs a medical professional's signature.","SCE's tariff rules (deposits, disputed bills, meter tests, disconnection) are hosted in a SharePoint folder that did not load for review."],"security":{"official_domains":["sce.com"],"never_asks":[{"kind":"policy","claim":"SCE will never call to demand immediate payment with the threat of service disconnection, and it does not have a \"disconnection department.\"","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE says it does not take payments over the phone, and does not accept payment through money apps such as Zelle or Cash App, prepaid cash cards (such as MoneyPak or Green Dot) or cryptocurrency such as Bitcoin.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE does not collect bill payments or copies of bills in person, and does not send solar representatives to homes or have solar companies call anyone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SCE, demand immediate payment, or ask for account, meter, Social Security, driver's license or financial information.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the customer has a past-due bill and offer a discount for paying them immediately over the phone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters ask realtors with sale listings to tell their sellers about a false overdue electricity bill, and give a fake SCE phone number to pay or face disconnection.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake utility websites target customers who search for how to connect new electric service or pay online.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers threaten disconnection and text a prepaid store barcode (for example Walmart, 7-Eleven, CVS or Walgreens) to pay by cash, debit, Bitcoin or prepaid card, or tell the customer to buy a prepaid card at a store.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a fraudulent call, text, email or in-person visit to SCE","value":"https://cloud.sce.com/Fraud_Form","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a fraudulent call, text, email or in-person visit to SCE by email","value":"csinfogov@sce.com","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Verify an SCE badge or authorization letter","value":"+1-800-655-4555","notes":"Select option 5.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":31},"verified_from":{"page":31},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 31 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for central, coastal and southern California (not San Diego). Regulated by the California Public Utilities Commission (CPUC). Claims for losses from the Eaton Fire are handled only through SCE's separate Wildfire Recovery Compensation Program, not the general claims process. SCE publishes 1-800-284-2365 as Customer Service/Customer Support and 1-800-655-4555 on the Medical Baseline page.","warnings":[]},"disconnection":{"company":{"id":"southern-california-edison","name":"Southern California Edison","sector":"utility","website":"https://www.sce.com","account_url":"https://www.sce.com/mysce/myaccount"},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Call before the shutoff date, ask for a payment arrangement, and apply for AMP, CARE/FERA or the Energy Assistance Fund.","evidence":["disconnection notice","account balance","CARE/FERA enrollment","Medical Baseline approval"],"steps":[{"do":"Request a payment arrangement in My Account or by phone before the shutoff date.","channel":{"id":"payment-arrangement","type":"portal","label":"Request a payment arrangement in My Account","value":"https://www.sce.com/mysce/myaccount","purposes":["disconnection"],"access":"login","notes":"Or call 1-800-284-2365.","source":"https://www.sce.com/customer-service/billing-payment/financial-assistance","last_verified":"2026-10-12"}},{"do":"If you are on CARE or FERA with more than $500 past due, apply for AMP debt forgiveness.","channel":{"id":"amp-application","type":"web_form","label":"Arrearage Management Plan (AMP) application","value":"https://cloud.sce.com/amp_form","purposes":["disconnection"],"access":"open","notes":"Needs the Service Account Number (starts with 8, upper left of the bill).","source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"}},{"do":"Ask a local United Way agency for an Energy Assistance Fund grant.","channel":{"id":"payment-assistance","type":"web_form","label":"Bill assistance programs (CARE/FERA, Energy Assistance Fund, AMP, Budget Billing, Medical Baseline)","value":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs","last_verified":"2026-10-12"}},{"do":"If someone in the home uses electric medical equipment, apply for Medical Baseline.","channel":{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Allowance application (online DocuSign or mail-in form)","value":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","purposes":["disconnection"],"access":"open","notes":"Online form sends a signature request to the medical professional by email. Mail-in: Southern California Edison, Medical Baseline Allowance Department, P.O. Box 9527, Azusa, CA 91702-9954.","source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"},{"id":"medical-baseline-phone","type":"phone","label":"Medical Baseline program questions","value":"+1-800-655-4555","purposes":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"},{"id":"payment-arrangement","type":"portal","label":"Request a payment arrangement in My Account","value":"https://www.sce.com/mysce/myaccount","purposes":["disconnection"],"access":"login","notes":"Or call 1-800-284-2365.","source":"https://www.sce.com/customer-service/billing-payment/financial-assistance","last_verified":"2026-10-12"},{"id":"amp-application","type":"web_form","label":"Arrearage Management Plan (AMP) application","value":"https://cloud.sce.com/amp_form","purposes":["disconnection"],"access":"open","notes":"Needs the Service Account Number (starts with 8, upper left of the bill).","source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Bill assistance programs (CARE/FERA, Energy Assistance Fund, AMP, Budget Billing, Medical Baseline)","value":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs","purposes":["disconnection"],"access":"open","source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs","last_verified":"2026-10-12"},{"id":"medical-baseline","type":"web_form","label":"Medical Baseline Allowance application (online DocuSign or mail-in form)","value":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","purposes":["disconnection"],"access":"open","notes":"Online form sends a signature request to the medical professional by email. Mail-in: Southern California Edison, Medical Baseline Allowance Department, P.O. Box 9527, Azusa, CA 91702-9954.","source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"The Arrearage Management Plan forgives 1/12 of the past-due amount for each on-time payment, up to $8,000. It needs CARE or FERA enrollment, more than $500 past due (some over 90 days), at least six months as a customer, and on-time payments for the next 12 months.","issues":["disconnection"],"source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"kind":"limit","claim":"Missing two consecutive payments or three non-consecutive payments removes a customer from AMP. Net Energy Metering, Solar Billing Plan, Direct Access and master-metered customers cannot enroll.","issues":["disconnection"],"source":"https://www.sce.com/save-money/income-qualified-programs/arrearage-management-plans","last_verified":"2026-10-12"},{"kind":"compensation","claim":"The Energy Assistance Fund pays up to $200 (up to $300 for an all-electric household) toward the SCE bill once in a 12-month period for income-qualified residential customers. Apply through a United Way or partner agency.","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/energy-assistance-fund","last_verified":"2026-10-12"},{"kind":"policy","claim":"Medical Baseline gives an extra 16.5 kWh per day at the lowest baseline rate, or a flat 11% discount on rate plans without a baseline such as Time-of-Use. A medical professional must sign the application.","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Medical Baseline recertification is every four years for permanent conditions (customer completes Part 1) and every two years for non-permanent conditions (medical professional completes Part 2).","issues":["disconnection"],"source":"https://www.sce.com/save-money/rebates-financial-assistance/bill-assistance-programs/medical-baseline-allowance","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"SCE does not publish a complaint form or complaint address on the pages reviewed. Send a dated letter and keep call notes with reference numbers.","candidate_channels":["claims-email","claims-mail","payment-assistance","medical-baseline"]},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment arrangements online need a My Account sign-in.","The Medical Baseline application needs a medical professional's signature.","SCE's tariff rules (deposits, disputed bills, meter tests, disconnection) are hosted in a SharePoint folder that did not load for review."],"security":{"official_domains":["sce.com"],"never_asks":[{"kind":"policy","claim":"SCE will never call to demand immediate payment with the threat of service disconnection, and it does not have a \"disconnection department.\"","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE says it does not take payments over the phone, and does not accept payment through money apps such as Zelle or Cash App, prepaid cash cards (such as MoneyPak or Green Dot) or cryptocurrency such as Bitcoin.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE does not collect bill payments or copies of bills in person, and does not send solar representatives to homes or have solar companies call anyone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SCE, demand immediate payment, or ask for account, meter, Social Security, driver's license or financial information.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the customer has a past-due bill and offer a discount for paying them immediately over the phone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters ask realtors with sale listings to tell their sellers about a false overdue electricity bill, and give a fake SCE phone number to pay or face disconnection.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake utility websites target customers who search for how to connect new electric service or pay online.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers threaten disconnection and text a prepaid store barcode (for example Walmart, 7-Eleven, CVS or Walgreens) to pay by cash, debit, Bitcoin or prepaid card, or tell the customer to buy a prepaid card at a store.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a fraudulent call, text, email or in-person visit to SCE","value":"https://cloud.sce.com/Fraud_Form","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a fraudulent call, text, email or in-person visit to SCE by email","value":"csinfogov@sce.com","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Verify an SCE badge or authorization letter","value":"+1-800-655-4555","notes":"Select option 5.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":31},"verified_from":{"page":31},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 31 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for central, coastal and southern California (not San Diego). Regulated by the California Public Utilities Commission (CPUC). Claims for losses from the Eaton Fire are handled only through SCE's separate Wildfire Recovery Compensation Program, not the general claims process. SCE publishes 1-800-284-2365 as Customer Service/Customer Support and 1-800-655-4555 on the Medical Baseline page.","warnings":[]},"service_outage":{"company":{"id":"southern-california-edison","name":"Southern California Edison","sector":"utility","website":"https://www.sce.com","account_url":"https://www.sce.com/mysce/myaccount"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report the outage; SCE pays claims for losses caused by its negligence, not for weather outages.","evidence":["outage dates and times","itemized losses with receipts","photos","repair estimates"],"steps":[{"do":"Report the outage online or by phone.","channel":{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://www.sce.com/outages-safety/report-outage-safety-issue/report-outage","purposes":["service_outage"],"access":"open","source":"https://www.sce.com/outages-safety/report-outage-safety-issue/report-outage","last_verified":"2026-10-12"}},{"do":"If you believe SCE caused your loss, submit one claim online, by phone, email or mail.","channel":{"id":"claims-form","type":"web_form","label":"Submit a claim online (not Eaton Fire)","value":"https://www.sce.com/apps/cmr","purposes":["service_outage"],"access":"open","notes":"Submit a claim one way only; submitting several ways can slow processing.","source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"}},{"do":"For Eaton Fire losses, use the Wildfire Recovery Compensation Program, not the general claims process."}],"channels":[{"id":"outage-phone","type":"phone","label":"Report an outage","value":"+1-800-611-1911","purposes":["service_outage"],"source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage online","value":"https://www.sce.com/outages-safety/report-outage-safety-issue/report-outage","purposes":["service_outage"],"access":"open","source":"https://www.sce.com/outages-safety/report-outage-safety-issue/report-outage","last_verified":"2026-10-12"},{"id":"claims-form","type":"web_form","label":"Submit a claim online (not Eaton Fire)","value":"https://www.sce.com/apps/cmr","purposes":["service_outage"],"access":"open","notes":"Submit a claim one way only; submitting several ways can slow processing.","source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Claims (English)","value":"+1-800-251-3311","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-spanish-phone","type":"phone","label":"Claims (Spanish)","value":"+1-800-441-2233","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"Claims Department email","value":"claims@sce.com","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Claims Department by mail","value":"Southern California Edison Company, Attn: Claims Department, P.O. Box 900, Rosemead, CA 91770","purposes":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"SCE is generally responsible for losses caused by its negligence. Outages and losses from forces outside its control, such as weather, are often not its responsibility. For damaged property it pays the least expensive of repair, fair market value or replacement.","issues":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The statute of limitations for an SCE claim is 3 years for property damage and 2 years for bodily injury. SCE's goal is to decide most claims within 30 days of receipt.","issues":["service_outage"],"source":"https://www.sce.com/customer-service/request-support/claims","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"SCE does not publish a complaint form or complaint address on the pages reviewed. Send a dated letter and keep call notes with reference numbers.","candidate_channels":["claims-email","claims-mail","payment-assistance","medical-baseline"]},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Payment arrangements online need a My Account sign-in.","The Medical Baseline application needs a medical professional's signature.","SCE's tariff rules (deposits, disputed bills, meter tests, disconnection) are hosted in a SharePoint folder that did not load for review."],"security":{"official_domains":["sce.com"],"never_asks":[{"kind":"policy","claim":"SCE will never call to demand immediate payment with the threat of service disconnection, and it does not have a \"disconnection department.\"","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE says it does not take payments over the phone, and does not accept payment through money apps such as Zelle or Cash App, prepaid cash cards (such as MoneyPak or Green Dot) or cryptocurrency such as Bitcoin.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE does not collect bill payments or copies of bills in person, and does not send solar representatives to homes or have solar companies call anyone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SCE, demand immediate payment, or ask for account, meter, Social Security, driver's license or financial information.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the customer has a past-due bill and offer a discount for paying them immediately over the phone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters ask realtors with sale listings to tell their sellers about a false overdue electricity bill, and give a fake SCE phone number to pay or face disconnection.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake utility websites target customers who search for how to connect new electric service or pay online.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers threaten disconnection and text a prepaid store barcode (for example Walmart, 7-Eleven, CVS or Walgreens) to pay by cash, debit, Bitcoin or prepaid card, or tell the customer to buy a prepaid card at a store.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a fraudulent call, text, email or in-person visit to SCE","value":"https://cloud.sce.com/Fraud_Form","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a fraudulent call, text, email or in-person visit to SCE by email","value":"csinfogov@sce.com","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Verify an SCE badge or authorization letter","value":"+1-800-655-4555","notes":"Select option 5.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":31},"verified_from":{"page":31},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 31 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric utility for central, coastal and southern California (not San Diego). Regulated by the California Public Utilities Commission (CPUC). Claims for losses from the Eaton Fire are handled only through SCE's separate Wildfire Recovery Compensation Program, not the general claims process. SCE publishes 1-800-284-2365 as Customer Service/Customer Support and 1-800-655-4555 on the Medical Baseline page.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"SCE Customer Service / Customer Support","value":"+1-800-284-2365","purposes":["billing_error","bill_increase","disconnection","poor_service"],"notes":"The financial assistance page gives this number for payment arrangements and choosing a due date; the AMP page for enrolling by phone.","source":"https://www.sce.com/customer-service-center/help-center/request-support","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"SCE does not publish a complaint form or complaint address on the pages reviewed. Send a dated letter and keep call notes with reference numbers.","candidate_channels":["claims-email","claims-mail","payment-assistance","medical-baseline"]},{"index":3,"rung":"state_agency","note":"California Public Utilities Commission (CPUC), Consumer Affairs Branch.","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"California Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["sce.com"],"never_asks":[{"kind":"policy","claim":"SCE will never call to demand immediate payment with the threat of service disconnection, and it does not have a \"disconnection department.\"","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE says it does not take payments over the phone, and does not accept payment through money apps such as Zelle or Cash App, prepaid cash cards (such as MoneyPak or Green Dot) or cryptocurrency such as Bitcoin.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"SCE does not collect bill payments or copies of bills in person, and does not send solar representatives to homes or have solar companies call anyone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Callers spoof caller ID to appear to be SCE, demand immediate payment, or ask for account, meter, Social Security, driver's license or financial information.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers say the customer has a past-due bill and offer a discount for paying them immediately over the phone.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters ask realtors with sale listings to tell their sellers about a false overdue electricity bill, and give a fake SCE phone number to pay or face disconnection.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake utility websites target customers who search for how to connect new electric service or pay online.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers threaten disconnection and text a prepaid store barcode (for example Walmart, 7-Eleven, CVS or Walgreens) to pay by cash, debit, Bitcoin or prepaid card, or tell the customer to buy a prepaid card at a store.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-form","type":"web_form","label":"Report a fraudulent call, text, email or in-person visit to SCE","value":"https://cloud.sce.com/Fraud_Form","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"report-scam-email","type":"email","label":"Report a fraudulent call, text, email or in-person visit to SCE by email","value":"csinfogov@sce.com","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Verify an SCE badge or authorization letter","value":"+1-800-655-4555","notes":"Select option 5.","source":"https://www.sce.com/outages-safety/stay-safe/scam-awareness","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":31},"verified_from":{"page":31},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 31 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}