AES Customer Care: An Expert, Practical Guide for AES Indiana and AES Ohio Customers

What “AES customer care” covers and who is served

The AES Corporation operates regulated electric utilities in the Midwest, most notably AES Indiana (serving the Indianapolis metro area) and AES Ohio (formerly Dayton Power & Light, serving west-central Ohio). Together these utilities serve roughly 1 million residential and business accounts—about 500,000 in central Indiana and approximately 527,000 across 24 Ohio counties. If your bill or outage alerts come from “AES Indiana” or “AES Ohio,” this guide applies to you.

Customer care can help with starting or stopping service, billing questions, payment arrangements, outage reporting, meter concerns, and programs like budget billing or energy assistance. For safety issues (downed lines, flickering lights with burning odor, arcing), skip general customer service and use the emergency/outage channels directly.

How to reach AES customer care and typical response times

The fastest self-service options are online accounts and outage maps. Phone queues vary by season and weather. Outside of storm events, billing and move-service calls tend to clear fastest mid-week (Tuesday–Thursday) between 9:00 a.m. and 11:00 a.m. local time. During major weather events, outage lines prioritize hazard triage; restoration ETAs are posted online and in text alerts as crews assess damage.

• AES Indiana (Indianapolis area): Website: https://www.aesindiana.com/ | Customer Service: 317-261-8222 | Power Outage/Emergency: 317-261-8111 | Outage map: https://www.aesindiana.com/outages
• AES Ohio (west-central Ohio): Website: https://www.aes-ohio.com/ | Customer Service: 800-433-8500 | Power Outage/Emergency: 877-468-8243 | Outage map: https://www.aes-ohio.com/outages
• TTY/Relay access: Dial 711 (Telecommunications Relay Service) and ask the operator to connect you to the applicable AES customer service number above.

Customer service business hours are generally Monday–Friday during standard business hours (8:00 a.m.–5:00 p.m. local time), with outage lines operating 24/7. Online account tools and automated phone systems (balance, due date, payment by phone via third-party processor) are available around the clock. If you call after hours for non-emergency issues, use the callback option where offered or submit a web request; these typically receive a response within 1 business day.

Billing, payments, and energy assistance

Register for an online account to view real-time balances, usage history (daily or hourly where advanced meters are deployed), and to enroll in AutoPay or paperless billing. Budget Billing smooths seasonal spikes by averaging your usage into a level amount; most customers see a true-up review at least annually (or sooner after major usage changes). If your bank returns a payment, expect a returned-payment fee; if you need more time, request a payment arrangement before the due date to avoid late fees and collection activity.

Income-qualified help is available through state and community programs. In Indiana, the Energy Assistance Program (EAP, funded through LIHEAP) is administered locally; call 2-1-1 to find your intake agency or visit https://www.in.gov/ihcda/homeowners-and-renters/energy-assistance-eap/. In Ohio, HEAP helps with winter bills, and the Percentage of Income Payment Plan (PIPP Plus) lets qualifying customers pay a set percentage of income and keep arrears in good standing; start at https://development.ohio.gov/individual/energy-assistance. You can also call 2-1-1 for a live referral to local aid.

Ohio’s Winter Reconnect Order (set annually by PUCO) typically allows residential customers to reconnect or avoid disconnection during the heating season by paying a set amount toward the bill—$175 in recent years—plus any reconnection charges. Details vary year to year; check https://puco.ohio.gov for the current terms. In both states, medical hardship protections are available with a physician’s certificate; these do not erase balances but can delay shutoff to allow time to resolve billing or secure assistance.

Outages, safety, and restoration updates

Always report an outage even if your neighbor already has. AES uses customer reports and smart meter signals to pinpoint outage boundaries. Use the outage numbers above, the web form, or text alerts if you are enrolled. Treat any downed wire as energized; keep at least 30 feet away and call the outage line or 911. If lights flicker with a burning smell or you hear arcing, call immediately and switch off the main breaker if safe to do so.

During storms, AES triages hazards first (downed lines, critical facilities), then restores feeders, laterals, and finally individual services. Estimated restoration times are refined as crews inspect damage; it is normal for ETAs to change in the first 4–8 hours of a widespread event. Keep freezers closed (a full freezer can hold temperature about 48 hours) and charge medical devices where possible. If you depend on life-support equipment, notify customer care to place a medical flag on your account and have a personal backup plan ready.

Moving, starting, or stopping service

Start/stop requests are fastest online. For a standard residential move, submit at least 2 business days ahead of your move date. You will need service address, move-in date, government ID, and SSN or other verifiable ID. Landlords can add or remove properties through dedicated portals or by submitting a landlord agreement form with tax ID, but allow extra time for property verification.

Deposits, if required, are set under state rules and your credit-screen results. A typical residential deposit equals a portion of expected usage and may be waived with a satisfactory credit score, a letter of credit from a prior utility (often 12 consecutive months on-time), or verified low-income program enrollment. Ensure meters are accessible on the scheduled date; blocked meters can delay connection and may incur a return-trip fee.

Escalation, complaints, and getting a fast resolution

Most billing or service tickets receive an initial response within 1 business day. If your issue is not resolved after a reasonable time or you disagree with a decision, ask for a supervisor review and request the internal complaint or “escalation” ticket number. Keep notes of dates, names, and what was promised. If you receive a disconnection notice, call immediately—payment arrangements are more flexible before the shutoff date than after.

• Have ready when you call: your 10–12 digit account number (or service address and phone on file), last four of SSN or business tax ID, recent meter reading or a clear meter photo (if disputing usage), photos of damages or equipment (if relevant), and any agency case numbers (EAP/HEAP/PIPP). For outages, note when power went out, whether neighbors are affected, and any observed hazards.
• State escalation contacts: Indiana consumers can contact the Indiana Office of Utility Consumer Counselor (OUCC) for assistance: 1-888-441-2494, https://www.in.gov/oucc, 115 W. Washington St., Suite 1500 South, Indianapolis, IN 46204. Ohio consumers can contact the Public Utilities Commission of Ohio (PUCO) Call Center: 1-800-686-7826, https://puco.ohio.gov, 180 E. Broad St., Columbus, OH 43215. These agencies mediate complaints and can open informal investigations.

Beware of scams: AES will not demand payment via prepaid gift cards or ask for your full SSN over unsolicited calls. If in doubt, hang up and call the published numbers above. For verifiable payment, use your online account, authorized payment agents listed on the utility website, or the automated phone system. Keep emailed and texted receipts until the payment settles on your account (generally 1–2 business days).

How do I contact AES Ohio customer service?

You can reach AES Ohio anytime, day or night, seven days a week by phone or online.

1. Residential Customer Service. 800-433-8500. 937-331-3900.
2. Business Solutions Center. 800-253-5801.
3. Report an Outage. 877-4OUTAGE 877-468-8243 available 24/7.
4. TTY-TTD. 800-750-0750.

How to talk to a real person at AES?

The primary AES customer service number is 1-888-782-7937. This number is available 24⁄7, allowing you to reach out to their support team at any time.

How do I speak to someone at American Education Services?

You may also call 1-800-233-0557 (toll-free in U.S. and Canada).

How do I speak to a live person at AES Indiana?

Closed weekends.

1. Lights out day or night line (residential and business) 317-261-8111 (Available 24/7)
2. Residential customer service line. 888-261-8222 or 317-261-8222.
3. Business customer service line. 317-261-8444.
4. Builder and construction service line. 317-261-8333.