Frequently-Asked Questions (FAQs)

What are some ways I can save energy during a peak event?

The tips you can follow vary depending on whether the peak event takes place during hot, or cold-weather seasons. Here are a few of the most effective ways you can save electricity during a peak event in hot weather.

Raise your thermostat by 3-4 degrees. Decreasing your use of air conditioning during peak hours is the most effective way to save energy.
Use fans and reduce air conditioning. Fans can help you beat the heat while reducing your AC needs. Every degree counts. Raise your thermostat's setting by 3-4 degrees during peak hours and stay close to fans to help keep cool.
Enjoy unplugged activities. Put off running the dishwasher or doing the laundry until nighttime. Instead of watching TV or using electronics that need to be plugged in, read a book, play a board game, or spend quality time with your household members.

Can I opt out of this program?

Yes, you can opt out in a number of ways. The options available will depend on your utility's setup and program design.

From the web: The recommended method is to use the Digital Self Service - Energy Management Web Portal Account and Preferences section to change your preferences. If you unsubscribe in this way, you will be able to subscribe again in the future.
Note: Some utilities choose to host their own account services. If your utility does not offer the Digital Self Service - Energy Management Web Portal as part of their program, contact your utility for more information about account management.
From an email: Click the unsubscribe link at the bottom of the email and follow the instructions to opt out.
Warning: If you click Unsubscribe in the email and then click to unsubscribe from all emails, this action is permanent, and you will not be able to opt back in. If you click to opt out of Behavioral Demand Response emails only, then you can opt back into them at a later time.
From text: Reply with STOP to opt out of SMS messages, which will opt the customer out of all messages sent from the SMS channel.
From a voice message: Select the unsubscribe option when prompted at the end of the voice message.

How are tips selected for the email?

Oracle Utilities provides the utility with tips specifically designed for Behavioral Demand Response to be engaging, actionable, and future-looking. The utility will have the opportunity to review and modify the tip content. Note that all 12 tips must be used during the Behavioral Demand Response season.

Is the Neighbor Comparison in the email the same as the Neighbor Comparison in the Home Energy Report?

The calculation used in the Behavioral Demand Response neighbor comparison is the same as the comparison used in the Home Energy Report neighbor comparison; however, the Behavioral Demand Response Neighbor Comparison displays customers’ energy use during peak events, while the Home Energy Report Neighbor Comparison displays customers’ energy use throughout the previous billing period. For this reason, the comparison score reflected on each communication may differ.

How should I define quiet hours?

Quiet hours are the hours during which you do not want Oracle Utilities to contact your customers through IVR, email, nor text. In general, quiet hours are defined as 8:00pm to 9:00AM. However, Behavioral Demand Response phone calls are subject to the Telephone Consumer Protection Act (TCPA) as well as state telemarketing laws, and emails may be subject to the CAN-SPAM Act. The utility is responsible for ensuring it has obtained all customer consents required by applicable laws and regulations to call, email, and text customers in a Behavioral Demand Response program. In addition, state telemarketing laws restrict the time of day when automated calls and texts can be made (for example, a state may require that no calls or texts be placed after 5:00PM or on Sundays). If you wish to make phone calls or send SMS messages outside of 9:00AM to 5:00PM, check your state’s telemarketing requirements to ensure your desired time frame is permitted.

How will our call center be prepared to respond to the Behavioral Demand Response communications?

Oracle Utilities provides a variety of program support resources for our in-market Behavioral Demand Response programs. These resources are designed to equip utility call center representatives, communications teams, and program managers with the tools necessary to easily resolve customer questions related to demand response, and to handle program management tasks.