Delmarva Power cites record winter peak, usage as primary driver of high bills; offers customer assistance and outreach

Delmarva Power representatives told the Eastern Shore delegation Feb. 7 that unusually cold weather produced a winter electricity usage record and that higher customer usage — rather than newly imposed fees — explained the majority of recent large bills. The utility also described immediate customer-assistance steps and planned outreach events.

Anne Clace, senior manager for state legislative affairs at Delmarva Power, introduced the company team and said the utility was “committed to continuing to assist you as you work with your constituents and our customers.” Marcus Beal, Delmarva’s director of external affairs, told the delegation the company had established a series of immediate measures to help customers: waiving late-payment fees for January and February, suspending disconnections for nonpayment in February, waiving deposits for customers restoring service, extending call-center hours (including Saturdays), updating web pages with one-click access to assistance materials, and holding in-person customer-assistance events such as a Feb. 12 session at Kent Island Library.

Delmarva said an all-time winter demand record was set in the region on Jan. 23 at 4,106 megawatts, slightly above the previous winter peak. Marcus Beal said the company’s analysis of individual bills shows usage — particularly sustained very cold temperatures and inefficient heat-pump performance below freezing — explains most of the increases. In response to questions from Delegates and Senators, company representatives said a recent redesign of the bill to separate “supply” and “delivery” components increased customer visibility into charges and prompted questions, but the delivery component itself was not a new fee introduced in November; it had been bundled previously under an “electric service” line.

Company leaders also provided tools for customers to check usage and manage bills: an online “my account” portal with hourly usage data and alerts, budget-billing options that spread costs across months, and one-on-one bill clinics where customers can bring statements and work with representatives to review charges and available assistance.

Delegation concerns: multiple members asked for concrete breakdowns to present to constituents. Delegate Hartman and others requested a mock “apples-to-apples” bill showing the January 2023–2025 components and the portion attributable to usage versus rate or policy changes. Marcus Beal and Anne Clace said Delmarva would provide historic rate-change information and a mock bill for public distribution and that corporate communications intended to publish an itemized mock bill online in the coming week.

On regulatory and policy questions, Delmarva representatives said the utility procures supply through regional markets (PJM) and does not own generation; supply is a pass-through cost set by market conditions. Delmarva said some upward pressure on bills stems from limited generation in the market and from higher materials and operating costs, but that most of the recent bill increases the company analyzed were usage-driven. The company noted that investor-owned utilities are regulated by the Maryland Public Service Commission and that the PSC reviews earnings, rates and expenditures through periodic filings and public proceedings.

Customer outreach and follow-up: Delmarva said it will continue town-hall events, maintain expanded call-center hours and provide requested materials to the delegation (mock bills and historic rate-change summaries). The company also offered to meet with poultry producers and other industry stakeholders concerned about high energy costs and potential reliability issues.

Ending: Delegation leadership thanked Delmarva Power for the briefing and asked the company to provide the requested mock-bill and rate-history materials for public distribution and for lawmakers’ use.