News Releases

Southern Pioneer Electric Outage Reporting  

Southern Pioneer Electric Company would like to fully prepare our consumers for rare outage occasions.  “Don’t be left in the dark” if you experience an outage.  You can be certain that our line crews are just a phone call away.  When the power goes off, our crews go to work.  It is crucial for consumers to promptly and accurately report outages.

No matter what time of day or night the power goes out, Southern Pioneer Electric has a 24-hour dispatch service to answer our consumers’ calls.  During the Company’s normal weekday business hours of 8:00 a.m. to 5:00 p.m., an employee at Southern Pioneer Electric will answer the phone.  We ask our consumers to call the same phone number afterhours, 866-668-8800, to report an outage.  However, instead of speaking to a Southern Pioneer Electric employee, you will reach an employee of Basin Electric Power Cooperative’s Security and Response Services department in Bismarck, North Dakota.

Southern Pioneer Electric chose Security and Response Services for their ability to handle a large volume of calls and dispatch line crews efficiently. 

Basin Electric has provided a dispatch service since 1992, which Southern Pioneer Electric will begin using November 1.  The Basin Electric system is designed to respond quickly to outage reports, repair reports, emergencies, or vandalism.  When you place a call after-hours, it will be answered by the dispatch service.  You will hear the message, “Thank you for calling Southern Pioneer Electric.  Your call may be recorded or monitored for quality assurance.”

You will then hear the following menu:

• If you’re calling to report an electrical

   outage, press 1.

• If you have a billing question, press 2.

• For all other calls, press 0.

If you pressed 1 to report an electrical outage:

A dispatcher will answer if available.  If all the customer service representatives are busy assisting other callers, an automated outage system will assist you.  You will be asked to press 1 to report the outage by using your telephone number or 2 to report the outage by meter number or 3 to report the outage by account number.  To report down lines or poles or if you have critical information regarding the cause of an outage, press 4.  Regardless of the option you choose, you will be asked to leave the 10-digit telephone number associated with the account without power, in the event we need to call you back. You may be asked if you are completely out of power and if your neighbors have power.  You may also be asked if you have checked your outside breakers.  Once you have completely answered the questions, you will receive a message confirming that your outage has been reported and that line crews have or will be dispatched.

If you pressed 2 for a billing question:

A recorded message will give you Southern Pioneer Electric’s office hours and ask that you please call back during normal business hours.

If you pressed 0 for all other calls:

The next available dispatch person will answer the call.  If you are put on hold, please stay on the line, your call will be answered in the order it was received.  To answer questions in any menu, callers will be asked to press 1 for “yes,” 2 for “no” and 3 for “do not know.”  When the call is complete, the dispatcher or recording will thank the consumer for calling Southern Pioneer Electric.

To report power problems day or night, please call Southern Pioneer Electric at 866-668-8800. If all dispatchers are busy, please use the automated system to record your outage.

Southern Pioneer Electric is committed to serving our consumers. “Don’t be left in the dark” if you experience an outage.  Be certain that our line crews are just a phone call away.

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Kansas Corporation Commission Complaint Procedure

The goal of your local electric company is to provide you and all of its consumers the very best electric service possible at the least cost practical.

It is the practice of your electric company to work closely with its consumers in resolving any disputes or complaints regarding electric service. Your local electric company is required to follow specific rules and regulations on file and administered by the Kansas Corporation Commission (KCC). A copy of these rules is on file with the KCC and at your electric company's office.

In some instances, however, you may have a complaint against your local electric company which cannot be resolved to your satisfaction. In this instance, you have a right to contact the KCC Consumer Protection Office or file a formal complaint with the KCC. Steps for Processing a Complaint.

Step 1. It is very important that, before you contact the KCC Consumer Protection Office or file a formal complaint against your local electric company, you contact the manager or member service representative of your local company to discuss your complaint. This person will make every effort to resolve the problem to your satisfaction, if possible, under the company's rules and regulations, bylaws and general practices.

Step 2. If the company is unable to resolve your problem to your satisfaction, you may wish to pursue your complaint further by contacting the KCC Consumer Protection Office at 1-800-662-0027, or by writing to:

Kansas Corporation Commission
1500 SW Arrowhead Road
Topeka KS, 66604-4027

Employees of the KCC Consumer Protection Office will discuss your problem with you and attempt to resolve the matter informally with your electric company.

Step 3. If the problem remains unsolved, you may wish to file a formal complaint against your local electric company with the KCC. This is a legal proceeding and may require the assistance of an attorney. If you would like more information about filing a formal complaint, you may contact the legal or utilities division of the KCC or Consumer Protection Office. Your local electric company will make every effort to resolve your complaint as expeditiously as possible. Your local electric company is there to serve you.

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December 17, 2007 – Southern Pioneer and contracted crews are narrowing down the number of residences out of power.  Currently, there are 108 customers out of power with forty-five poles still needing replaced.  That number has dwindled from nearly 1,100; the original number customers that were out of power due to last week’s ice storm. 

“We are making solid progress toward completing restorations throughout our service area,” said Southern’s Manager of Operations and Engineering, Brian Beecher.  “We ask our customers who still need to have their power restored to remain patient as crews work diligently and safely.”

Over the weekend, power was restored to the towns of Belvidere, Haviland, Wellsford, Cullison, Sawyer, Elm Mills, Penelosa and Byers.  Today, Elm Mills, Sun City and a few rural customers in Pratt and Willowdale are without power.  

Southern Pioneer is urging customers to remain a safe distance from downed power lines.  Please do not attempt to move any lines, poles or transformers.  It is imperative that customers never assume that any downed lines are not energized.

With 14 crews (nearly 75 linemen) working on Southern Pioneer’s territory, it is projected that by the end of this week, all customers, rural and town, will have power restored.

For more information about the storm restoration efforts, go to the Southern Pioneer Electric Company (SPECo) website at www.southernpioneer.net or contact one of Southern’s Customer Service Offices.  Southern Pioneer Electric Company serves approximately 18,000 consumers and operates in 10 counties and 34 communities.  SPECo's service territory stretches east from Liberal to southeast of Medicine Lodge and north to between Kingman and Cunningham and back west to Greensburg, Kansas. Southern Pioneer Electric Company's customer services offices are located in Liberal and Medicine Lodge with corporate offices in Ulysses, KS.

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December 14, 2007 - Unfortunately, today’s weather and the weather predictions for the weekend could be a hindrance on the pace the crews are currently working.  Currently, a total of 605 customers are without power and over 100 poles need replaced.

“With another snow storm predicted for Thursday, I know many members are nervous about the reliability of their electric service,” said Southern Pioneer Electric’s Executive Vice President-COO, Randy Magnison.  “During our restoration process and always, the Southern Pioneer crews and the contracted crews are putting up quality lines on our system.  If our service territory does encounter the predicted weather, we’ll work through it.  It is important that our customers know that our crews are working as hard as possible; I’m very happy with the progress they’ve made.”

Power was restored to the towns of Haviland and Coats yesterday evening.  The towns of Cullison, Belvidere and Wellsford are expected to have power restored by this evening.  Today’s main priority is the transmission line on Highway 54 between Pratt and Greensburg.

Southern Pioneer is urging customers to remain a safe distance from downed power lines.  Please do not attempt to move any lines, poles or transformers.  It is imperative that members never assume that any downed lines are not energized.

For more information about the storm restoration efforts, go to the Southern Pioneer Electric Company (SPECo) website at www.southernpioneer.net or contact one of Southern’s Customer Service Offices.  Southern Pioneer Electric Company serves approximately 18,000 consumers and operates in 10 counties and 34 communities.  SPECo's service territory stretches east from Liberal to southeast of Medicine Lodge and north to between Kingman and Cunningham and back west to Greensburg, Kansas. Southern Pioneer Electric Company's customer services offices are located in Liberal and Medicine Lodge with corporate offices in Ulysses, KS.

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December 13, 2007 – As the weather begins to warm and ice releases from the coated power lines and trees, Southern Pioneer Electric Company continues to experience fallen poles, broken cross arms and downed lines.  It is estimated that Southern has 125 poles down and 1,100 customers without power.  Even though we are still sustaining damage, Randy Magnison, Executive Vice President-COO, advised the number of customers off remained constant as continuing damage is in the more rural areas with few customers or areas that are already without power. 

A combination of twelve crews, comprised of Kansas co-ops and electrical contracted crews, are on the ground and aggressively working around the clock to restore power.  Brian Beecher, Manager of Operations and Engineering, said that Southern will first focus on restoring service to critical community infrastructure such as healthcare, public safety and shelters, etc. and then we will work in areas that will restore service to the greatest number of consumers.  Eventually, power will be restored to everyone.  However, with additional bad weather predicted the next few days in Southern’s eastern service territory, daily progress may be somewhat hampered and meeting restoration predictions may be challenged.

Southern’s primary focus since the initial damage and through out the remainder of this week is to rebuild the damaged sub-transmission line between Pratt and Greensburg, Kansas that serves the communities and consumers along west Highway 54 and provides a service loop to the remainder of our service territory.  Once this line is restored and the substation owned by Mid-Kansas in Pratt is repaired, many consumers in the Haviland and surrounding area should have service.  As this phase is completed, line personnel and equipment will be dispatched to join restoration crews currently working in others parts of our territory to ensure service is restored as quickly as possible.

Magnison said we understand consumers are concerned, especially with the forecast of more inclement weather.  Because of the on-going damage, changing weather conditions and constantly reassessing its impact, Southern would like to thank consumers for their patience and understanding.  In the meantime, Southern would encourage customers to exercise caution around downed power lines and to treat each one as if it were live.  If consumers anticipate using a generator, it is strongly recommended they consult a licensed electrician in the hook-up to minimize damage to their residence/business or putting voltage back on our system that may injure line personnel.    

For more information about the storm restoration efforts, go to the Southern Pioneer Electric Company (SPECo) website at www.southernpioneer.net or contact one of Southern’s Customer Service Offices.  Southern Pioneer Electric Company serves approximately 18,000 consumers and operates in 10 counties and 34 communities.  SPECo's service territory stretches east from Liberal to southeast of Medicine Lodge and north to between Kingman and Cunningham and back west to Greensburg, Kansas. Southern Pioneer Electric Company's customer services offices are located in Liberal and Medicine Lodge with corporate offices in Ulysses, KS.

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Electric Company Continues Restoration Efforts

December 12, 2007 –As ice-coated power lines and trees continue to fall, nearly 1,100 customers are without power in the Southern Pioneer Electric Company service territory.

Seven line crews from Kansas co-ops, including linemen from Pioneer Electric, Southern Pioneer’s parent company, and electrical contracted crews are diligently working to keep progress going.  The electric company linemen and personnel will continue to work around-the-clock to both identify the damage to our system and to restore service to our consumers.

Because the system remains ice-coated, estimated outage times have not yet been determined.  As stated previously, the coated power lines and trees are continuing to fall in the service territory, taking power lines down with them causing re-evaluation of the damage.  Therefore, it is difficult at this time to provide accurate outage restoration times. 

Across the state of Kansas, more than 4,000 utility poles were lost from the winter storm that blanketed the Midwest this week.

For more information about the storm restoration efforts, go to the Southern Pioneer Electric Company (SPECo) website at www.southernpioneer.net. Southern Pioneer Electric Company serves approximately 18,000 consumers and operates in 10 counties and 34 communities. SPECo's service territory stretches east from Liberal to Medicine Lodge and north to Pratt and back west to Greensburg, Kansas.  Southern Pioneer Electric Company's customer services offices are located in Liberal and Medicine Lodge with corporate offices in Ulysses, KS.

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