Find quick answers about new connections, bills, outages and safety. If you cannot see your question here our support team is ready to help.
You can start a new connection request by submitting our online form or by calling our customer support team. We will ask for location details, load requirement, identification documents and proof of property ownership or occupancy.
Once documents are verified our field team visits the site, confirms feasibility and shares a proposal with the charges, timeline and any additional work that may be required.
Timelines depend on how close your property is to our existing network and whether additional infrastructure is required.
We will keep you informed at each step and let you know if permissions or approvals are causing any delay.
You should prepare a simple list of equipment that will run on power, such as air conditioners, motors, lifts, ovens, lighting and machinery. Our team uses this list along with your type of usage to calculate a safe and efficient load.
For commercial and industrial users we may also ask for operating hours, peak usage patterns and any future expansion plans.
Yes. You can request a load change if your energy needs have increased or reduced. After you share details our engineers review network capacity and confirm whether any wiring or meter upgrades are necessary.
Changes in load may affect security deposits and fixed charges on your bill. Our team will explain the impact before you approve the request.
You can pay through online banking, credit or debit cards, supported digital wallets or in person at authorised payment centers. The back of your bill lists all available payment methods and instructions.
We recommend using online or automatic payment options to avoid late fees and to keep a clear record of your transactions.
Bills can increase due to higher usage, seasonal changes, revised tariffs or estimates used when meter reading was not possible.
If you still feel the bill is not accurate contact our billing support team. We can explain the charges in detail and arrange a meter check if required.
If payment is not received by the due date a late fee may be added to your next bill and your account may be flagged for disconnection. We always send reminders through SMS or email when contact details are available.
If you are facing short term difficulty in making payment please reach out to us quickly. In many cases we can help with payment plans or advice to avoid disconnection.
You can update your address, phone number or email by logging into your online account or by contacting customer care with your account number and identification documents.
Keeping your contact information current helps us send important notifications about outages, maintenance and bills.
For outages or dangerous situations such as fallen lines call our 24/7 emergency number at +1 888 611-5869 immediately. This is the fastest way to reach our control room.
You can also report non emergency issues through our website or mobile channels, but life threatening situations should always be reported by phone first.
Planned outages are necessary to upgrade lines, replace equipment and keep the network safe. We try to schedule this work during times that reduce impact on homes and businesses.
When possible we inform customers in advance through SMS, email and public notices. Your contact details on file and local regulations decide how much notice we can give.
First confirm whether the issue is affecting one appliance, one room or the entire property. Check if any main switches or breakers have tripped and reset them once if it is safe to do so.
If the problem continues, or if neighbours are also affected, contact us immediately. Repeated voltage issues can damage appliances and should be reviewed by our technical teams.
Meters are usually read once a month. If our team cannot access the meter because of a locked gate or pets, we may leave a notice or use an estimated reading based on your past usage.
When an actual reading is taken later any difference between the estimate and real units will be adjusted in your next bill.
If you notice unusual readings or the meter display is damaged, contact our customer care team. We will schedule an inspection. If the meter is found to be faulty it will be repaired or replaced.
Where regulations allow, you may request a test at an approved laboratory. Test results guide any correction that needs to be made to your billing.
If you have a smart meter or online account access, you may be able to see daily or hourly usage information. This can help you identify when consumption is highest and plan savings.
Where smart meter data is not yet available you can manually record meter readings once a week. Our teams can help you understand how to calculate units used between readings.
Stay far away from the area and keep others away. Never touch a fallen line or anything in contact with it, including trees, fences or vehicles.
Call our emergency number at +1 888 611-5869 and provide the location details. If there is immediate danger to people or property also contact local emergency services.
Generators and backup systems must be installed by qualified electricians with proper changeover arrangements. Incorrect wiring can send power back into the grid and put workers at risk.
Before installing any backup system please consult our technical advisory team so that equipment is compatible and safe.
Dpower Pack is generally responsible for the network up to the service point or meter. All wiring, distribution boards and sockets inside your premises are the responsibility of the owner or occupant.
For any internal work always use licensed electricians and ensure that protection devices such as breakers and residual current devices are installed and maintained.
For new projects we assign a dedicated account or project manager who coordinates load assessment, technical design, site approvals and connection planning.
We review your development schedule, discuss phases of construction and propose network upgrades where required so that power is ready when operations start.
Yes. Our advisory teams can walk you through available tariff structures, demand based charges and options that may help optimise cost based on your load profile.
For larger users we can also provide scenario based analysis that shows how changes in operating hours or equipment could affect your energy bills.
Businesses can contact their relationship manager or our operations center to schedule planned shutdowns. We then align our network switching and safety protocols with your internal schedule.
Early coordination helps reduce downtime and ensures that both your teams and our field crews can work safely.
Talk with our team about new connections, upgrades or ongoing support. We keep the process simple, transparent and focused on what you need from your energy partner.