Frequently Asked Questions

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Billing and Payment

  • Why does my electric bill vary?
    • Your electric bill can vary depending on the season and your usage. Charges often rise in the hot summer months when air conditioners, fans and refrigerators work harder. Though your usage may typically be lower in the winter months, some customers add space heaters and electricity is used to run gas furnaces and electric heat pumps. A change in household size also can increase your electrical needs. Other reasons include the additional of electrical equipment like TVs, computers and hot tubs, as well as the increased use of tools and equipment for home improvement projects. You can level out monthly and seasonal billing differences with Budget Billing.
  • How can I get an additional copy of my KCP&L bill?
    • If you need an additional copy of your KCP&L bill, you can easily access it 24/7 through online account access. If you’re not already registered, it takes only a few moments. You then have access to all your account information and can quickly manage billing, payment and reminder settings—as well as print or download additional copies of your bill anytime.
  • What is paperless billing?
    • Paperless billing lets you save trees and reduce greenhouse emissions by eliminating paper bills. With your free online account, you can also pay bills online, set up automatic payments and get an email notice when your bill is due. Sign up for account access. It’s easy and free.
  • How do I pay my bill online?
    • Log in to your account to pay your bill quickly and securely. If you don’t have an account, it’s simple and free to register.
  • How do I sign up for online account access?
    • To sign up for online account access, you’ll just need your account number, a user name, password and e-mail address. We’ll process your registration within one hour during regular business hours and send you a confirmation email so you can get started right away.
  • Why can’t I pay my business’s utility bill with a credit card?
    • Credit card companies charge a much higher rate to process payments for business customers than for residential customers. To keep our rates lower and avoid passing this cost along to all customers, we don’t currently offer credit cards as a payment option for business customers. Review other ways to pay.
  • How do I set up Automatic Payments?
    • Stop worrying about late charges or discontinued service with Automatic Payments. It lets you set up recurring payments on your regular due date each month. Simply sign up for online account access. It’s easy and free. Already enrolled? Login here.
  • How do I pay my bill by phone?
    • Call 816-471-5275 816-471-5275 or toll free at 888-471-5275 888-471-5275. If you pay by check, have your KCP&L account number and checkbook available, then follow the simple voice prompts. If you pay by Visa or MasterCard, have your KCP&L account number and card number available. The system will connect you to Western Union for processing. Learn more about different ways to pay your bill.
  • How do I pay my bill by mail?
    • Mail your payment using your KCP&L return envelope for fastest processing. Lost your envelope? Find the right address. You can also learn more about different ways to pay your bill.
  • How do I pay my bill in person?
  • What if I can't pay my bill?
  • How do I apply for financial assistance?
    • A federally-funded program called LIHEAP (The Low-Income Home Energy Assistance Program) can help you pay your energy bill. Learn more about your financial assistance options.
  • Will you turn off my service when it’s cold?
    • We participate in the Cold Weather Rule, which ensures electric service for your home when temperatures reach a certain point. In Missouri, we will not disconnect service on a day when the 24-hour weather forecast predicts temperatures will drop below 32° F. In Kansas, we will not disconnect service on a day when the 48-hour weather forecast predicts temperatures will drop below 35° F.  You are still responsible for your bill. During the Cold Weather period November 1 - March 31, you may also qualify for special payment arrangements. To see if you qualify, call a customer service representative at 816-471-5275 816-471-5275 or 888-471-5275 888-471-5275.
  • Can I adjust my bill’s due date?
    • If you rely on Social Security or Supplemental Security Income (SSI), you can schedule your payment dates to coordinate with when you receive your benefits. Adjustable Due Date is a simple, free program that helps you avoid late payments and possible service disconnection.
  • What is budget billing?
    • Budget Billing helps you budget monthly payments by evening out seasonal billing highs and lows. It’s a way to help you plan for your energy usage and costs. Learn more about the program here.
  • Why has my Monthly Budget Billing Amount changed?
    • Monthly Budget Billing Amounts are recalculated annually to ensure they reflect your usage and current prices for electricity. Increases can result from extreme temperatures, adding new appliances (like a TV or computer) or rate changes. If you see your Actual Account Balance is often greater than your Monthly Budget Billing Amount, think of your Monthly Budget Billing Amount like the minimum amount due on a credit card, and pay more when you can. Otherwise, you could build up an outstanding balance that will cause your Monthly Budget Billing Amount to jump significantly when the annual billing recalculation occurs. Learn more about Budget Billing.
  • How can I pay someone’s bill as a gift?
    • Family and friends can give the gift of energy to people they know are in need by placing an Energy Gift on a KCP&L customer account. Purchased by check or money order in any amount, these payments can be given anonymously.
  • How can I prepare when a storm is coming?
  • How can I stay safe during a storm?
    • Stay inside if you can, and always stay away from power lines, meters and other equipment. Let us know if you have an outage or see a downed power line. (Always assume a downed power line is energized and dangerous.) Report your outage online if you have access to the internet or a smartphone, or call our automated line at 1-888-LIGHT-KC 1-888-LIGHT-KC (544-4852). Wear warm layers and stay inside if you can. Get more tips and information in our severe weather safety area.
  • What should I do if I lose power?
    • Let us know about your power outage so we can direct our crews to your location. The most efficient way to report an outage is through our online form or by calling our automated line at 1-888-LIGHT-KC 1-888-LIGHT-KC (544-4852). Visit our Report a Power Outage page for more information. 
  • How can I report a power outage?
    • Use our online form if you have access to the internet or a smartphone or call our automated response line at 1-888-LIGHT-KC 1-888-LIGHT-KC (544-4852). 
  • What if I call during an outage and can’t get through?
    • The best way to get your outage information to our crews quickly is through our online form or automated line at 1-888-LIGHT-KC 1-888-LIGHT-KC (544-4852). Our automated line is the quickest way to get information to our crews. You don’t need to speak to a customer service representative to report your outage, but they are available at 1-888-471-5275 1-888-471-5275. You may spend a bit of time on hold due to high call volumes during severe weather events, but we call in extra staff to reduce this as much as possible.
  • What happens when I report an outage?
    • When you call our automated telephone line 1-888-LIGHT-KC 1-888-LIGHT-KC (1-888-544-4852) or fill out our online form, your outage is recorded in our outage management system. Our restoration management team can see all the outages reported and prioritize work from there. Line crews are dispatched to restore power as quickly and safely as possible. Watch this video for more information.
  • What happens to my life-support equipment during an outage?
    • If you are homebound and rely on electrically operated life-support equipment that doesn’t have a back-up power supply, we want to know so we can make special arrangements during power outages. Learn more about our Medical Customer program.
  • Where can I see a map of power outages?
    • Our interactive Outage Map provides high-level information about outages and restoration.
  • Why can’t the outage map tell me when my service will be restored? 
    • The time needed to restore your power depends on many factors. Clearing debris from power lines and replacing poles are labor-intensive processes that can vary based on location and environment. Our crews—even working 16-hour shifts and overnight after major storm events—endure challenging conditions like difficult terrain, unpaved roads, rain and snow. We also prioritize public safety first and then work to provide power to the greatest number of people in the smallest amount of time. That means power sometimes returns in a different order than you’d expect. In addition, for safety reasons, we do not provide specific address information publicly.
  • Why can’t I see information more specific than the neighborhood or zip code level?
    • For the safety of individual customers and their homes and businesses, the Outage Map does not provide outage information at a more specific level than neighborhood or zip code.
  • When will my service be restored?
    • The answer depends on many factors. Clearing debris from power lines, replacing equipment and setting poles are labor-intensive processes that can vary, based on location and environment. That means power sometimes returns in a different order or within a different timeframe than you’d expect. Our crews work as quickly and safely as they can to restore service. While we can’t give you an exact time, we provide general updates during major storm events to keep you in the loop. Read more about this on our Restoration Process page.

  • Do I pay for electricity during an outage?
    • You are not charged for electricity during an outage because your meter is not receiving electricity. When power is restored, the meter begins turning again. For safety reasons, you should not attempt to touch or open your meter, even though your power is out. 
  • Will you pick up tree limbs and debris after a storm or outage repair?
    • Because restoring our customers’ power is our first priority, tree limbs and debris from repairing outages are left onsite for the tree’s owner to remove. This occurs after both storm-related and non-storm-related outages. If you need help, check online or in your local directory for a reliable tree care company or lawn care service. Many cities in our service area offer debris pick-up or drop-off locations after major storm events.
  • Who's responsible for the repairs if my meter is damaged?
    • When the service connection to your house is damaged, the process to get it repaired depends on where you live. Learn more about your restoration process.
  • What does KCP&L do to reduce outages?
    • We trim trees year-round to minimize potential damage, though we can’t prevent uprooted trees from causing outages during a storm. Our crews train frequently for outages due to adverse weather conditions. As the season and specific weather events approach, we put additional crew members, contractors and tree crews on alert. We also continually upgrade and expand our facilities to enhance reliability and keep pace with growth.
  • Is there a special plan when major outages occur?
    • Yes, and we’re proud to say it has been rated one of the top five response plans in the country. We review and update it frequently to ensure we are relying on the most efficient processes and guidelines. Learn more about our Storm Evaluation and Restoration Plan and our participation in the Midwest Mutual Assistance Group.
  • What are KCP&L’s guidelines for trimming trees?
    • We work year-round to responsibly manage the impact of trees on power lines. KCP&L’s tree trimming program helps reduce the impact of vegetation on lines. Our specially-trained team of utility foresters, supervisors and contractors maintain more than 24,000 miles of lines, which we inspect and address to eliminate potential issues. Learn more about specific tree trimming guidelines.
  • What is my responsibility for trimming trees?
    • If you have vegetation near the power line that runs from a pole to your meter, trimming is your responsibility. Learn more about how we can guide you through the process.
  • Can where I plant a tree affect its trimming needs?
    • Absolutely. Selecting the right tree and putting it in the right place can help ensure it won’t ever come into contact with power lines. Proper selection of trees and shrubs will minimize long-term maintenance, increase property value, enhance the environment and help ensure reliable electric service. The right tree in the right place can also improve energy efficiency, as carefully positioned trees can save up to 25% of a typical household’s energy consumption for heating and cooling.
  • If my tree interferes with a power line, how does KCP&L decide what to trim?
    • Tree trimming guidelines take into account the tree’s size, species, health and growth rate, as well as its proximity to power lines. Based on regulations, we trim vegetation to create clearance between power lines and the canopy of a tree. We also consider trees or limbs that could blow or fall into lines. Our crews maintain lines before trees and vegetation are close enough to cause outages, in a way that is consistent with good arboricultural practices. Trimmers try to preserve as much of a tree's beauty as possible while providing enough clearance between limbs and lines to assure safe and reliable electric service.
  • Will KCP&L pick up branches after trimming?
    • Our crews clean up debris from clearance efforts unrelated to outages. If there’s enough wood, we’ll cut it into pieces to fit a fireplace. However, when the vegetation interferes with the power line that runs from a pole to your meter, trimming and clean-up is your responsibility. In addition, when a power outage occurs, our immediate priority is to restore power to our customers. If trimming is necessary to get the lights back on, we ask you to clean up the outage debris so we can focus on the work of restoring power to the community. If you need help, check online or in your local directory for a reliable tree care company or lawn care service. Many cities in our service area offer debris pick-up or offer drop-off locations after major storm events.
  • How can I make my home more energy efficient?
    • Start with our Home Energy Analyzer, a simple online tool that estimates your energy use based on your personal profile. It’s the first step toward reducing your electricity usage and costs. You can also review our energy saving tips.
  • Does KCP&L offer rebates for energy efficiency?
    • In some parts of our service area, KCP&L offers programs where you can earn rebates for energy-efficiency improvements. Some of these energy efficiency programs are scheduled to end December 2015 when they reach the end of their natural lifecycle.

      We are in the process of proposing new energy efficiency programs we hope to offer in 2016, and we’re working with the Commission and Missouri stakeholders to determine the best way to do that.

      We’d like to offer a broader range of programs in Kansas. In the spring of 2014, we reached a key turning point when the state legislature passed the Kansas Energy Efficiency Investment Act (KEEIA). We are currently evaluating what programs will best benefit our Kansas customers. Once the program portfolio is determined, we will file to get Kansas Corporation Commission approval.
  • Why does KCP&L offer energy efficiency programs?
    • We believe it makes sense for us to help our customers save energy and manage their costs. We can serve as a trusted resource to tell you about simple, low-cost projects like sealing cracks around your windows. And if you want to make more of an investment in home improvements, like new HVAC equipment, we can help you know what to look for..  Because energy efficiency is a low-cost way to meet electricity needs, it keeps rates affordable – especially long-term. Everyone benefits from affordable electricity because it helps attract economic growth and jobs to our area.
  • What is the Solar Power Rebate?
    • KCP&L’s Solar Power Rebate encourages an investment in solar technology by providing a rebate per watt of solar energy generated. The rebate is available for residential and business electricity customers in Missouri. Learn more about the program and its requirements.
  • Why are Solar Power Rebates only offered in Missouri?
    • The rebate program is mandated for Missouri investor owned utilities, such as KCP&L, as part of Missouri's Proposition-C referendum. Proposition-C requires investor owned utilities in Missouri to provide a specified percentage of energy sold to be derived from renewable resources. It also included a provision for solar power rebates. The Renewable Energy Standard statute for Kansas does not include provisions for a similar solar rebate component.
  • What is the amount of the solar rebate?
    • Missouri law establishes the amount per watt for rebate payments until 2020, when the program will end. For projects that become operational before June 30, 2014, the total rebate limit on a single project is $50,000.
  • How soon are solar rebates paid after my system is operational?
    • Solar rebates are paid within 30 days of the system operational date, as long as rebate funds are available for that year. You’ll be notified of your place in the payment line when your system operational date is confirmed.
  • How do I request a field inspection when my solar power system construction is complete?
  • What if my solar system isn’t complete within six months of my solar rebate acceptance?
    • If your solar system is not operational (defined as when the meter exchange occurs) within six months of acceptance of the rebate offer, you must file a report demonstrating substantial progress to remain eligible. Customers who do not demonstrate this progress will need to reapply.

  • What happens when the solar rebate cap is reached?
    • As prices drop for solar panels we’ve seen an unexpectedly large increase in demand. We’re encouraged that so many of our customers are investing in solar energy, but increased requests for solar rebates also increases the likelihood we will reach the annual cap imposed by Missouri State law. We expect this to happen this year. If the volume of rebates causes the cap to be reached for a given year, we’ll still accept rebate applications at the dollar-per-watt rate for the time period in which the system becomes operational. However, payment may be postponed until a following year in which funds are available.
  • Can weatherization help reduce my energy use?
    • Weatherization reduces your energy bills for a long time. Insulating your walls or roof could provide savings for more than 30 years. Increasing the efficiency of your heating and cooling systems provides 10 to 15 years of benefits. The average value of the weatherization improvement to your house is 2.2 times greater than the cost of the improvement itself. If you meet eligibility guidelines, you could qualify for KCP&L Income Eligible Weatherization.
  • Am I eligible for Income-Eligible Weatherization?
  • Will I have to pay money to get my home weatherized with Income-Eligible Weatherization?
    • If you meet the criteria, all expenses required to weatherize your home are covered by the program’s funding. If you are asked to pay additional funds, do not pay the representative and immediately contact your weatherization agency to report the situation.
  • What happens to my home during the Income-Eligible Weatherization process?
    • A local weatherization energy auditor will perform an energy audit, which analyzes your home's energy use and suggests energy conservation measures. Once the audit is complete, the auditor, inspector or weatherization contractor will meet with you to explain how the work will be completed. The average value of weatherization services provided is $2,500. Throughout the weatherization, the crews prioritize the health and safety of your family. After the work is completed, an inspector returns to make sure everything is working properly.
  • Why does KCP&L offer the Programmable Thermostat program?
    • Helping customers manage their energy usage helps keep energy affordable. When summer temperatures soar, air conditioning use increases and places a high demand on KCP&L’s electric supply system. Reducing peak electricity use on hot summer days, will enable us to postpone the use of costly “peaking generators.”
  • Who is eligible to enroll in the Programmable Thermostat program?
    • As of November 18, 2015 we are no longer accepting new applications for KCP&L’s free Programmable Thermostat program.

      Response to this program was overwhelming, and we have already reached our capacity for 2015. We would like to continue to offer this program early next year. Check back in for updates related to this program.

      Note: Existing thermostats will be left with the customer. If the customer elects to discontinue the program, our technician will replace the programmable thermostat with the previous thermostat at no charge.

  • Will I be uncomfortable if you cycle my air conditioning with the Programmable Thermostat?
    • Your home may get slightly warmer, but most people do not notice when a cycling event occurs. When KCP&L cycles your air conditioner’s compressor, the indoor system fan will remain on to provide air circulation. In some circumstances, the indoor temperature could rise during cycling. The degree to which you will notice such a temperature increase depends on many factors, including how well your home is insulated, and the efficiency of your air conditioner. Residents who have health concerns or those that may be affected by warmer temperatures should consider this before enrolling in the program.

      As an additional convenience, you may elect to be on a pre-cool list by calling (866) 882-4429. You can choose to pre-cool either two or four degrees one hour before a cycling event.
  • Can I save money using the Programmable Thermostat program?
    • When used for maximum energy savings when you are home, away and when sleeping, your new thermostat can save you up to 20% on your heating and cooling costs. (Source: Department of Energy. Actual savings may vary.) Plus, the thermostat is more accurate than conventional thermostats. While a conventional thermostat may allow the temperature of your home to vary within three degrees of the set point, a digital programmable thermostat will generally keep your home’s temperature within a degree of the set point.

      For more information, visit www.energystar.gov.
  • Will KCP&L control my thermostat?
    • You have complete control over how the thermostat is programmed, except during cycling events. KCP&L cannot change your settings, and will only cycle your air conditioner when absolutely necessary. You also have the ability to opt-out of being cycled once a month. Your participation is voluntary, and you can always choose to have the thermostat removed at no cost to you.
  • What is the KCP&L Home Energy Report?
    • The Home Energy Report provides personalized energy usage information that gives you the power to make your home more energy-efficient. As part of the program, tailored reports are being delivered to 57,000 randomly selected customers in our Greater Missouri Operations service area.

      Our Home Energy Report  program is currently full. If you aren’t a participant, you still have several options to learn more about your energy use. My Account, our free online account tool, lets you track your usage and compare current and prior bills side-by-side. Our Home Energy Analyzer—available to everyone—helps show where your energy dollars go and how your usage stacks up against similar households. You can also review general energy saving tips.

  • What is a High Efficiency Heat Pump?
    • With a heat pump, one single system heats and cools your home. A heat pump works efficiently by transferring heat instead of creating it. Though there are several types of heat pumps—including air-source, geothermal and absorption—they all work on the same principle. During the heating season, a heat pump system pulls heat out of the air or ground outside and transfers it into your home. By contrast, a conventional furnace "combusts" natural gas or propane inside your home. During cooling season, a heat pump pulls heat out of your home to maintain a comfortable temperature.
  • Does KCP&L provide incentives to customers who install High Efficiency Heat Pumps?
    • We offer reduced 8-month winter season electric space heat rates for homes that have permanently installed and thermostatically controlled electric heating equipment, such as a heat pump. To qualify, the heat pump system must be used to heat the entire house, so if you have more than one unit, all must be heat pumps or some other form of electric heating. Instant rebates are also available for equipment qualified under our Air Conditioning Upgrade Rebate program.
  • Which High Efficiency Heat Pump should I select?
    • The size of the heat pump system needed to condition your home depends on many factors, including your home’s total square feet and volume; the number, type and orientation of windows and doors; insulation levels and other characteristics. Ask your HVAC contractor to provide a Manual J® heating and cooling load calculation to determine the size of the unit needed to satisfy your home's comfort needs.
  • Does a heat pump require more maintenance?
    • The maintenance performed on a heat pump is not much different from what’s required of air-conditioning equipment. It’s a good idea to have maintenance performed in the spring and fall. Disposable air filters should be inspected and changed as needed or no less than every three to four months. For improved indoor air quality, consider using cleanable, reusable electrostatic air filters that can be used over and over. Other excellent options include whole-house electronic air filtration units and for ultimate allergy protection HEPA air filters.
  • Is it true that High Efficiency Heat Pumps do not heat well in our area?
    • No. In fact, heat pumps are ideally suited for providing heat when outdoor temperatures range from 65°F down to around 30°F. In the Kansas City area, less than 10 percent of the winter season heating hours fall below 30°F. This means that the heat pump efficiently satisfies the vast majority of a home’s heating needs. Depending on the system, as temperatures fall below approximately 30°F, supplemental back-up heating equipment comes on to supply just the right amount of additional heat.
  • What is net metering? How is it related to generating my own electricity?
    • Net metering is a billing arrangement where customers who produce their own electricity from renewable sources can get a credit on their electric bills for extra energy that flows back onto our distribution system. We measure the electricity you generate from solar panels or a wind turbine by a special meter that measures both the electricity you use and the electricity you produce.
  • What are reasons I might generate my own electricity with solar panels, for instance?
    • Generating Your Own Electricity encourages smaller renewable energy systems, which benefit the environment and the overall electricity grid. You can reduce your utility bill by generating some or all of your electricity yourself and earn a credit on your bill if you generate more electricity than you use during a billing period. You’ll also benefit the environment by relying on renewable resources for some of your energy needs.
  • How can I make my business more energy efficient?
    • Start with our Business Energy Analyzer, a simple online tool that estimates your energy use based on your specific profile. It's the first step towards reducing your electricity usage and costs. You can also review our energy saving tips.
  • Why does KCP&L offer energy efficiency programs?
    • We believe it makes sense for us to help our customers save energy and manage their costs. We can serve as a trusted resource to tell you about simple, low-cost projects like sealing cracks around your windows. And if you want to make more of an investment in home improvements, like new HVAC equipment, we can help you know what to look for and find the best local provider to install it. Our programs (available in some parts of our service area) give you rebates and incentives that help lower the cost of making improvements to your home. Because energy efficiency is a low-cost way to meet electricity needs, it keeps rates affordable–especially long-term. Everyone benefits from affordable electricity because it helps attract economic growth and jobs to our area.
  • Why are some energy efficiency programs only available to KCP&L’s Greater Missouri Operations customers?
    • We’re a regulated utility, so by law we must be able to provide the amount of electricity our customers need. The Greater Missouri Operations portion of our service area needs more electricity. We could meet that need by building a power plant. Or we could offer energy efficiency programs, which are cheaper and more sustainable. While the other portions of our service area do not need additional capacity now, they will in the future. Energy efficiency is one way we will meet future electricity needs. It’s not a question of if we will provide new energy efficiency programs to all Missouri customers; it’s a question of when. While we would also like to offer these programs to our Kansas customers, there are a variety of opinions about the best way to proceed. You can help us by communicating your desires for these programs to lawmakers and the Kansas Corporation Commission.
  • Does KCP&L offer rebates for business energy efficiency?
    • In some parts of our service area, KCP&L offers programs where you can earn rebates or incentives for energy-efficiency improvements. Standard rebates encourage businesses to include energy efficiency measures into retrofit and new construction projects. The pre-qualified list of eligible measures includes lighting, air conditioning and motor upgrades. Custom rebates for energy efficiency improvements are tailored beyond what's available through the Standard Rebate program. Some of these programs are only available to customers in our Greater Missouri Operations service area. We would like to offer these types of programs in Kansas, but there are a variety of opinions on the best way to proceed. You can help us by communicating your desires for these programs to lawmakers and the Kansas Corporation Commission.
  • Am I eligible for the ENERGY STAR® Qualified New Homes Rebate?
    • KCP&L’s ENERGY STAR Qualified New Homes Rebate rewards builders for building Missouri homes that incorporate energy-efficient elements such as effective insulation, high-performance windows, efficient heating and cooling equipment and ENERGY STAR products. Builders can earn $800 per home under the rebate program. We’ll also pay Home Energy Rating System (HERS) raters up to $750 for the inspections and rating requirements to achieve the ENERGY STAR label.

      The qualified homes you build will receive an ENERGY STAR label in one of two ways. First, the label can be obtained by following the ENERGY STAR Prescriptive Standards that specify minimum efficiencies for heating and cooling equipment, ductwork, windows, water heating, and lighting and appliances. Or the label can be obtained based on the home's performance—a HERS Index of 85 or less.
  • What are the benefits to me as s builder for participating in the ENERGY STAR® Qualified New Homes Rebate?
    • This program helps you become a leader in energy-efficient and sustainable construction. You can increase the value and appeal of your homes with ENERGY STAR features that meet individual customer needs. You will also give prospective buyers the confidence of having a home that performs better, costs less to own (often $300 to $400 annually in energy savings) and is sustainably-focused.
  • Why are Solar Power Rebates only offered in Missouri?
    • The rebate program is mandated for Missouri investor-owned utilities, such as KCP&L, as part of Missouri's Proposition-C referendum. Proposition-C requires investor-owned utilities in Missouri to provide a specified percentage of energy sold to be derived from renewable resources. It also included a provision for solar power rebates. The Renewable Energy Standard statute for Kansas does not include provisions for a similar solar rebate component.
  • What is the amount of the solar rebate?
    • Missouri law establishes the amount per watt for rebate payments until 2020, when the program will end. For projects that become operational before June 30, 2014, the total rebate limit on a single project is $50,000.
  • How soon are solar rebates paid after my system is operational?
    • Solar rebates are paid within 30 days of the system operational date, as long as rebate funds are available for that year. You’ll be notified of your place in the payment line when your system operational date is confirmed.
  • What happens when the solar rebate cap is reached?
    • As prices drop for solar panels we’ve seen an unexpectedly large increase in demand. We’re encouraged that so many of our customers are investing in solar energy, but increased requests for solar rebates also increases the likelihood we will reach the annual cap imposed by Missouri State law. We expect this to happen this year. If the volume of rebates causes the cap to be reached for a given year, we’ll still accept rebate applications at the dollar-per-watt rate for the time period in which the system becomes operational. However, payment may be postponed until a following year in which funds are available.
  • How do I request a field inspection when my solar power system construction is complete?
  • What if my solar system isn’t complete within six months of my solar rebate acceptance?
    • If your solar system is not operational (defined as when the meter exchange occurs) within six months of acceptance of the rebate offer, you must file a report demonstrating substantial progress to remain eligible. Customers who do not demonstrate this progress will need to reapply.
  • Am I eligible for the Demand Response Incentive program?
    • Currently, the Demand Response Incentive program is full and no longer accepting new enrollments. For more information or to inquire about the waiting list for next summer, contact your Energy Consultant or the Business Center at 816-221-2323 816-221-2323. Through the Demand Response Incentive program, KCP&L provides fixed seasonal payments to businesses that agree to be on call to reduce electric consumption on peak summer days.
  • How might enrolling in Building Operator Certification help my business?
    • As an operator or maintenance staff, you’ll learn advanced techniques and tools to help your facility increase efficiency, save energy, lower costs and reduce unscheduled maintenance. You’ll also increase your value as an employee with certification. As a building owner, you’ll see lower energy bills, enhanced employee capability and an improvement to your facility’s safety, comfort and air quality.
  • What is the time commitment for Building Operator Certification course work and projects?
    • Level I training requires about 80 hours of course and project work. That includes 64 hours (equivalent to 5.6 CEUs) of classroom training over seven months and five required projects, each taking approximately four hours to complete. Level II training requires about 70 hours of course and project work. That includes 56 hours (equivalent to 4.8 CEUs) of classroom training over six months and three required projects, each taking approximately four hours to complete.
  • How is the Building Operator Certification training performed?
    • Most courses are completed in one day and include classroom instruction, small group exercises, exams and project assignments. These assignments require participants to demonstrate competence in locating building equipment, distribution pathways, and control points; calculating facility energy consumption; critiquing HVAC systems operation; and sketching the electrical distribution system.
  • Why does KCP&L offer the Programmable Thermostat program?
    • Helping customers manage their energy usage helps keep energy affordable. When summer temperatures soar, air conditioning use increases and places a high demand on KCP&L’s electric supply system. Reducing peak electricity use on hot summer days, will enable us to postpone the use of costly "peaking generators."
  • How does the Programmable Thermostat program work?
    • On the hottest summer days when KCP&L needs to reduce electricity demand, a signal is sent to the thermostat to begin what we call a “cycling event.” Your air conditioner’s compressor will typically turn off for a period of 15 to 30 minutes then back on for 15 to 30 minutes. This cycle repeats continuously for up to four hours. Cycling events will only occur on weekdays, June through September, excluding holidays and weekends. 

      During a cycling event, your thermostat will show “Savings” on the display. In addition, your heating/cooling system fan will continue to circulate air throughout your home during the cycling event. You may opt-out of one event per month by calling 1-866-882-4429.
  • Who is eligible to enroll in the Programmable Thermostat program?
    • KCP&L residential and small commercial customers are eligible to apply for the Programmable Thermostat program. 
      • Customer must have working central air conditioning (A/C) or heat pump. (Window units are not eligible).
      • Live in a single family home or town house
      • Be the homeowner or have the homeowner’s written permission to participate
      • Be a KCP&L customer and live in Missouri
      Note: Existing thermostats will be left with the customer. If the customer elects to discontinue the program, our technician will replace the programmable thermostat with the old thermostat, at no charge.


  • Will I be uncomfortable if you cycle my air conditioning with the Programmable Thermostat?
    • Your home may get slightly warmer, but most people do not notice when a cycling event occurs. When KCP&L cycles your air conditioner’s compressor, the indoor system fan will remain on to provide air circulation. In some circumstances, the indoor temperature could rise during cycling. The degree to which you will notice such a temperature increase depends on many factors, including how well your home is insulated, and the efficiency of your air conditioner. Residents who have health concerns or those that may be affected by warmer temperatures should consider this before enrolling in the program.

      As an additional convenience, you may elect to be on a pre-cool list by calling (866) 882-4429. You can choose to pre-cool either two or four degrees one hour before a cycling event. 

  • Can I save money using the Programmable Thermostat program?
    • When used for maximum energy savings when you are home, away and when sleeping, your new thermostat can save you up to 20% on your heating and cooling costs. (Source:  Department of Energy. Actual savings may vary.) Plus, the thermostat is more accurate than conventional thermostats. While a conventional thermostat may allow the temperature of your home to vary within three degrees of the set point, a digital programmable thermostat will generally keep your home’s temperature within a degree of the set point.

      For more information, visit www.energystar.gov.

  • Will KCP&L control my thermostat?
    • You have complete control over how the thermostat is programmed, except during cycling events. KCP&L cannot change your settings, and will only cycle your air conditioner when absolutely necessary. You also have the ability to opt-out of being cycled once a month. Your participation is voluntary, and you can always choose to have the thermostat removed at no cost to you.
  • What is net metering? How is it related to generating my own electricity?
    • Net metering is a billing arrangement where customers who produce their own electricity from renewable sources can get a credit on their electric bills for extra energy that flows back onto our distribution system. We measure the electricity you generate from solar panels or a wind turbine by a special meter which measures both the electricity you use and the electricity you produce.
  • What are reasons I might generate my own electricity with solar panels, for instance?
    • Generating Your Own Electricity encourages smaller renewable energy systems, which benefit the environment and the overall electricity grid. You can reduce your utility bill by generating some or all of your electricity yourself and earn a credit on your bill if you generate more electricity than you use during a billing period. You’ll also benefit the environment by relying on renewable resources for some of your energy needs.
  • What is an electrical surge?
    • Also referred to as "spikes," electrical surges are sudden, brief rises in voltage that enter your home. The damage they cause may not be noticeable at first. But over time, your equipment could start to malfunction.
  • What causes surges?
    • They can happen anytime, and can be caused by a variety of reasons including trees that come into contact with power lines, severe weather and animals that get into electrical equipment.
  • What is electronic rust?
    • Electronic rust is the decay or weakening of electronic components due to the cumulative effect of low-level energy surges over time. Generally, this occurs in homes without adequate surge protection or to items that have been damaged and not replaced.
  • Do I really need surge protection?
    • Without some type of surge protection, excess voltage goes into your appliances or anything plugged in and can cause damage. You may not notice damage at the time a surge occurs. However, over time it will shorten the life of your appliances.
  • How does surge protection work?
    • Within any modern surge protection device is the Metal Oxide Varistor (MOV). An MOV is a round disk made up of metal particles suspended in a ceramic compound. The MOV begins to conduct electricity and allows the excess voltage to flow into the disk to the ground while safe levels of voltage continue to flow into the house or appliance.
  • With Home Surge Protection, what is protected and what isn't?
    • Home Surge Protection detects and blocks only those surges entering through your electric service line. All corded appliances and electronics are covered. Damage caused by direct lightning strikes is not covered. Surges entering through phone or cable lines must be blocked internally with plug-in a device.
  • How is KCP&L's Home Surge Protection different from what I can purchase at the store?
    • Our surge protection device has a larger surge component (MOV) which provides a higher grade of protection than what you can find at a retail store. And it is installed directly at your meter to protect all of your corded electronics and appliances from external power surges. It acts as your first line of defense against power surges that enter through your electrical service line.

      We recommend an additional layer of protection for sensitive electronics. Plug-in protectors will act as your second line of defense, in the event a large power surge enters through your phone or cable line or isn't fully absorbed with your meter-based protection. It greatly reduces the risk of damage to your sensitive electronics that can be destroyed with the slightest variation of electrical voltage.
  • Can I purchase a home surge protection device direct and install it myself?
    • No. Installation is extremely dangerous and involves removing the electric meter. Power must be interrupted briefly therefore only trained, qualified personnel can install the device. In addition, the meter-based surge protector is serviced by KCP&L, so if it fails or has any other problems, we will replace it for you.
  • I am currently enrolled in the Home Water Heater Protection program but moving to a new address; can I transfer my protection to my new address?
    • Yes, as an active participant in the program, you will remain eligible for the program when you move to a new location.  Your existing agreement will simply move with you.
  • When will the Home Surge Protection device be installed?
    • Once your order is received by KCP&L, the Home Surge Protection device will be installed within three to five weeks. It is not necessary to be at home when your device is installed. We will however, knock on the door to make sure you know we are there should you be home. If you are not home, we will leave a notice on your door to inform you that your device was installed.
  • Will I need to unplug equipment during installation?
    • No. It takes from two to 10 minutes to install your Home Surge Protection device to the outside electric meter on your home. The brief service interruption will not damage equipment, but you may want to save PC data files in advance and expect to reset digital clocks.
  • Can I tell if my surge protector is working?
    • Check your Surge Protection unit, which is located between your house and the meter. If you see a KCP&L label on your device, check for the following:
      • A red light means it is working. If the light is off, then it is not working properly.
      If you don't see a label on the unit, check for the following:
      • Meter-Treater brand: Two green lights means it is working. If the lights are off, then it is not working properly.
      • Eckstrom brand: A yellow or amber light means it is working. If you see a red light, then it is not working properly.

      It's a good idea to check the lights periodically, especially following storms. This should be done in the evening because the lights might be hard to see in the daylight. If you believe the device is not working properly, please call KCP&L at 816-472-0432 to have your unit investigated.

  • Can I tell if a surge has passed through the surge protector?
    • No, you will not be able to tell if a surge has passed through the meter-based surge protector.
  • What happens if my surge protection device is damaged?
    • You should notify KCP&L at 816-472-0432 816-472-0432, and we will come out to replace it. Rest assured as long as your account is current, you are covered. If any of your appliances are damaged, you will be sent a damage claim form to fill out.
  • If my surge protection device fails, will it disconnect power to the house?
    • No. If the Home Surge Protection device fails it will no longer protect you from surges but your normal current will continue to serve your home.
  • How is surge protection different from lightning rods?
    • Lightning rods do nothing more than divert lightning to the ground. Home Surge Protection creates a path for the excess voltage to go into the ground before allowing a safe voltage level to enter the house. In some cases, lightning rods without surge protection can cause surges to be induced into cable, telephone, electric and satellite wiring in your home, damaging equipment. Our level 2 plug-in suppressors also prevent this type of damage.
  • Will Home Surge Protection guard against direct lightning strikes?
    • Nothing can protect your home from a direct lightning strike to your home, but the odds of a direct strike are very rare. The vast majority of lightning damage occurs from nearby lightning strikes, not from direct strikes. These nearby strikes can send surges into your home through cable, phone or electrical lines.
  • Will surge protection save electricity?
    • No, these devices protect against electrical surges only.
  • How do I protect against surges created internally?
    • In addition to our Home Surge Protection, we recommend using additional surge protection power strips, extension cords and other similar devices that are designed to protect your appliances from internally caused surges.
  • Will Home Surge Protection keep my clocks from blinking?
    • No. It is not a source of energy so it has no effect on the normal flow of electricity into your house.
  • What happens to my surge protection if I can't pay my KCP&L bill?
    • Payment is always applied to your monthly electric charges first and surge protection program last. Your account must be current to receive surge protection coverage.
  • Why doesn't KCP&L offer meter-based protection as part of their service?
    • Despite many safeguards, power surges do occur. They occur for a variety of reasons, many of which are out of our control. To install and maintain Home Surge Protection for every customer would increase KCP&L's operating costs, in turn increasing the electric rates for every customer. Instead, we offer surge protection, as an affordable, optional service for those customers who choose it.
  • Is the surge protection program regulated by the State Public Utilities Commission?
    • No, this program is not regulated by the Missouri Public Service Commission or the Kansas Corporation Commission. The surge protection program covers all of the operating and marketing expenses with its revenue. Ratepayer funds are not used for the program.
  • What level of protection is available with Water Heater Protection?
    • Water Heater Protection - $5.95 plus tax per month
      • Up to $850 toward repairs or replacement annually for electric, propane and gas water heaters
      • Fully-warranted repair work
      • No added trip charges, service-fees or after-hour expenses.

      How You Benefit

      • Easy access to qualified professionals
      • Avoid out-of-pocket charges because parts and labor are included
      • A 20 percent discount on additional repairs and services.
  • What is covered with Home Wiring Protection?
    • Home Wiring Protection covers your home’s interior electrical wiring system, including the breakers and wiring, all the way to the outlets and switches. More specifically, it covers 120/240 volt wiring; electrical outlets; ground fault circuit interrupters; arc fault circuit interrupters; switches; dimmer switches; fuses or breakers up to 400 amps; electric service panels or subpanels up to 400 amps; main service disconnect; meter-based housing; Electric Vehicle Supply Equipment ('EVSE") circuit; and wiring repair.
  • What is not covered with Home Wiring Protection?
    • Any pre-existing conditions; circuits not complying with the current National Electric Code; components outside the home or attached garage; home networking; voice, data and video cabling; control systems or components; buried wires; overhead lines; low-voltage wiring and equipment; appliances of any kind; lighting; generators or power storage systems; and photovoltaic equipment.
  • How do I schedule a service call for Home Wiring Protection?
    • Please call 816-472-0432 816-472-0432 to schedule repairs following the 30-day wait period.
  • Who performs the repair services for Home Wiring Protection?
    • Services will be performed by a licensed, insured and background-checked technician.
  • What is covered with Water Heater Protection?
    • Water Heater Protection covers the repair or replacement of most major parts on tank-based electric, natural gas and propane water heaters, including:
      • Electric water heaters: drain valve, temperature/pressure relief valve, upper and lower thermostat, upper and lower element.
      • Gas water heaters: burner supply tube and assembly, drain valve, gas valve, pilot light, main burner, supply tube and assembly, temperature control, temperature/pressure relief valve, thermocouple.
  • What is not covered with Water Heater Protection?
      • Water Heaters that do not meet industry standards
      • Any repair to and/or maintenance of the water heater that cannot be performed in a safe manner due to the presence environmentally hazardous substance, such as asbestos, or due to the existence of other unsafe conditions
      • Pre-existing conditions
      • Replacement of the water heater tank within 90 days of enrollment date
      • The venting (exhaust and power venting), jacket and interior doors, supply and delivery water piping, wiring and electric service.
      • Commercial grade water heaters and tanks larger than 100 gallons, tankless systems, rooftop or hanging units, or combination ambient heat domestic hot water heating units
      • Water heaters supplying multiple units within a building or multiple buildings and any facility used for commercial purposes
      • Recreational vehicles
      • Replacement due to restricted lines and repair or replacement due to water pressure in excess of 80 psi
      • Outbuildings not attached to the primary residence
      • Updating the water heater to meet code, law or ordinance requirements
  • How do I schedule a service call for Water Heater Protection?
    • Please call 816-472-0432816-472-0432 to schedule repairs following the 30-day wait period.
  • Who performs the repair services for Water Heater Protection?
    • Services will be performed by a licensed, insured and background-checked technician.
  • What is KCP&L’s service area?
    • KCP&L’s service area is about 18,000 square miles across 47 northwestern Missouri and eastern Kansas counties. It takes more than 3,000 miles of transmission lines, 24,000 miles of distribution lines and 320 substations to deliver power to our more than 800,000 customers. Take a look at our service area map.
  • How is electricity made?
    • Most electricity is produced in a generating facility, where a primary source of energy is used to rotate magnets within metal coils to create a current. Primary energy sources can be non-renewable (like coal and natural gas) or renewable (like wind and hydro power). The exception is solar energy, which uses metal conductor strips in photovoltaic cells to generate electricity from the sun.
  • How does electricity get to me?
    • From a generating facility, high-voltage electricity travels over transmission lines to local substations that decrease the voltage to a level residential and business electric customers can use. The stepped-down electricity moves through distribution lines to secondary lines, or tap lines, that deliver it to your neighborhood. Then, the power heads to the transformer on the pole near your house or in the box in your yard and on to your individual meter.
  • What fuel does KCP&L use to generate electricity?
    • KCP&L relies on a diverse energy mix for affordable and reliable electricity generation. Like many utility companies around the country, we depend on coal as a price-stable way to generate the electricity needed to supply our customers 24 hours a day. We supplement with power generated from other sources, including natural gas, wind, solar, nuclear, biogas and hydro.
  • What is KCP&L’s perspective on renewable energy?
    • Renewable energy—including wind, solar, biogas and hydro—makes up close to 9% of our diverse energy generation mix. Renewables are not yet capable of providing uninterrupted electricity, so they can’t be relied upon to serve our customers all the time. We continually explore ways to broaden our sustainable strategy and comply with renewable energy mandates.
  • What does KCP&L do to maintain the electrical grid?
    • The grid was once used to send electricity one way over shorter distances. Today we send power much farther than ever before, and we ask the grid to receive energy as well as send it. It’s a heavy burden on an infrastructure that’s already aging. It’s our commitment to continually upgrade equipment—from power poles to transformers—to maintain our status as one of the Midwest’s most reliable utilities. Investing money in our grid improves reliability, helps reduce outages and lets us get the power back on quicker when an outage occurs.
  • What does KCP&L do to improve the electrical grid?
    • In an increasingly technology-driven economy, a smart, automated and reliable grid is vital. Building additional transmission capacity is also important, both to help renewable energy achieve its fullest potential and to reduce congestion for continued reliability. Investor-owned utilities in Missouri and Kansas—like KCP&L—plan to invest billions of dollars in the next decade to keep the lights on and make sure power is available when and where it’s needed. These efforts span the full breadth of generation and transmission, from ensuring plant compliance to testing and implementing smart grid programs.
  • What is KCP&L SmartGrid?
    • The smart grid is a utility network that uses current technologies to help reduce energy delivery costs and area power outages. It also allows customers to better understand how their homes and businesses use energy and helps them better control their usage. KCP&L SmartGrid is testing these technologies and will apply what is learned to design the blueprint for the "utility of the future."
  • How can I become a supplier to KCP&L?
    • We’re dedicated to providing our customers with affordable, reliable electric service and our diverse supplier family is a vital component of that effort. You can tell us about your organization and the products and services you provide by registering for KCP&L’s eSupplier online portal.
  • How can I request a donation from KCP&L?
    • Our corporate contributions program evaluates donation requests according to a well-developed set of guidelines in line with our focus areas. Learn more about our criteria and how to submit a sponsorship or grant request.
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