Frequently Asked Questions (FAQ's):

WHAT IS A COOPERATIVE?

Cooperatives are non-profit organizations owned by the people they serve. That's why those who receive electric service from a cooperative are called members, not customers. Members maintain democratic control, which means they elect fellow members to represent them on the cooperative's Board of Directors.

CAPITAL CREDITS

Since we are a non-profit cooperative, any margin above operating cost is refunded back to our members as capital credits. As member/owners, consumers are entitled to share in all margins earned by your cooperative. The accumulation of capital credits represents the member's equity, or measure of their share of the ownership of the cooperative. When the financial condition of the co-op is adequate to meet all normal and emergency needs, the Board of Directors may approve the return of a portion of these capital credits. 

HOW DO I PAY MY ELECTRIC BILL?

Payments can be made in multiple ways:

• In person at any of our three office locations: Henderson, Carthage or Lakeport (we have after-hours drop boxes at each location) **Credit card payments are not accepted in the office**
• Mail
•  Your SmartHub app
• Online by clicking “Pay Now” at www.rcelectric.org
• Phone pay by calling 855-945-3520
• Signing up for Auto Pay with a credit card or bank draft

WHAT IS A PCRF AND WHY DOES IT FLUCTUATE EACH MONTH?

PCRF is an acronym for Power Cost Recovery Factor. The PCRF is always on your electric bill and is recalculated every month based on the rise and fall in the cost of wholesale power. As a distribution Cooperative, we purchase power and sell it to you. As our cost changes, your cost changes as well. The PCRF is that change. It is a line charge on your bill and is not included in your base rate.  

REPORTING AN OUTAGE

The fastest way to report an outage is on your mobile device with your SmartHub app. Simply click on "power outage" and your information goes directly to the dispatcher. Keep in mind that if your meter has already reported itself out, SmartHub will not allow you to report it again. You will receive a pop-up notification that there are no available accounts for which you can report an outage. You can also report your outage by phone by calling

855-945-3520. It is very important that the contact phone number on your account is current so the outage system will be able to locate your account.

WHAT IS CALL BEFORE YOU DIG - TEXAS 811?

811 is the national call-before-you-dig phone number. Anyone who plans to dig should call 811. 

Texas law requires you (or your contractor) to contact 811 two business days (excluding weekends and holidays) before you dig, even if you're working in your own backyard. 

811 is a FREE service to you! The service is funded by the utility owners to ensure the lines and the people working and living near them are safe. Damaged utility lines caused by digging without having underground utility lines marked comes at a cost. 

Damaging an underground utility line does more than interrupt utility service; it risks your safety, as well as the safety of your family and your neighbors. 

SMARTHUB

SmartHub is a mobile and web application that allows you to view account information, monitor and analyze your electric usage, report power outages and make payments in a secure environment, all from your mobile device or computer. 

SmartHub Features Include:

• Access and manage your electric account with your current online username and password or create a new online account
• Pay your bill and monitor your usage from the website or from your Apple or Android device with the FREE SmartHub app
• Add notifications that you would like to receive by email or text message
• Compare daily, monthly and yearly usage with the analysis tool

HOW IS MY METER READ AND IS IT SAFE?

 RCEC utilizes an advanced metering system that transmits information to us using RF communication. Data is sent using a secure, encrypted wireless network in short bursts to minimize RF exposure. Your meter RF output is about 220 times lower than the average cell phone and is also reduced drastically by walls or other physical barriers.

HOW DO I SET UP NEW SERVICE?

Unless you are an existing member, you must complete a membership application and provide a valid photo ID. We offer traditional accounts which bill once a month after a reading is taken on your meter. Pre-pay accounts are read and bill daily, taking the amount used off of the credit on your account. Traditional accounts require a deposit, membership fee, and a connect fee, while pre-pay accounts require a membership fee, a credit to be established on your account and a possible connect fee. Deposits can be waived if you provide a Letter of Credit from another electric company reflecting two years of service with no more than one late payment within the last year. You will need to contact one of our offices in order to begin the process of starting service. If there is an existing meter at the location, please provide the meter number when applying for service.