SCE Customer Care: Expert Guide to Getting Help, Managing Your Account, and Saving on Your Bill

Who SCE Serves and What Customer Care Covers

Southern California Edison (SCE) is one of the nation’s largest electric utilities, founded in 1886 and regulated by the California Public Utilities Commission (CPUC). SCE delivers power across a 50,000+ square mile service territory, serving portions of 15 counties and more than 5 million customer accounts (representing roughly 15 million residents). If your service address is in Southern California and not covered by a municipal utility like LADWP or Anaheim Public Utilities, there’s a strong chance SCE is your provider.

SCE Customer Care supports everything from starting or stopping service and billing questions to outage reporting, wildfire-related Public Safety Power Shutoff (PSPS) notifications, rate plan selection, efficiency rebates, rooftop solar/NEM, and special assistance programs. Whether you’re moving, disputing a charge, setting up Auto Pay, or looking for a lower-cost rate plan such as Time-of-Use (TOU), Customer Care is your front door to the right team and tools.

Contacting SCE Customer Care

SCE provides multiple channels, including phone support, a self-service web portal, a mobile app, and text/email alerts. Outage reporting and downed line emergencies are available 24/7, while general billing and account support typically operate extended weekday hours (check current hours online before calling, as they can change on holidays or during major events).

The My Account portal at sce.com lets you view usage by the hour/day, analyze bills, switch rate plans, add payment methods, request payment arrangements, and enroll in alerts. For accessibility, use California Relay Service by dialing 711 if you are deaf, hard of hearing, or have a speech disability. SCE also provides support in Spanish and can connect to interpreters for additional languages upon request.

• Residential Customer Support: 800-655-4555 (Mon–Fri business hours; verify current hours online)
• 24/7 Outage & Hazard Line (downed lines, emergencies): 800-611-1911
• Business Customer Support: 800-990-7788
• Website/Portal: https://www.sce.com (Outage map: https://www.sce.com/outage; Contact: https://www.sce.com/contact)
• Headquarters: 2244 Walnut Grove Ave, Rosemead, CA 91770
• California Relay Service (TTY/TDD): Dial 711 and ask to be connected to SCE
• Official social: X/Twitter @SCE, Facebook.com/SCE (for updates and major event notifications)

Billing, Payments, and Fees

Your bill typically includes energy charges (kWh), delivery (transmission and distribution), public purpose program charges, and taxes/fees mandated by state and local authorities. If your bill seems unusually high, compare daily usage year-over-year in My Account and check whether your home is on a TOU plan with higher on-peak rates between late afternoon and evening; small schedule shifts can materially reduce costs.

SCE supports multiple payment channels. Electronic payments post fastest, and Auto Pay ensures on-time payment with no service fee. Card payments are processed by a third-party vendor and may include a convenience fee; in-person payments at authorized locations can also carry small retailer fees. If you need more time, request a payment arrangement in My Account before the due date—this typically avoids late notices and collection activity.

• Auto Pay (checking/savings), one-time bank draft, or card payments via My Account (sce.com) or the SCE app
• Pay by phone via the automated system at the Customer Support numbers above (have your 10-digit account number ready)
• In-person at authorized payment locations (find nearest site via sce.com; bring your bill stub)
• By mail using the remittance slip and envelope included with your bill (allow 5–7 days for postal delivery)

Discounts and Assistance Programs

California’s income-qualified bill discount programs can significantly reduce costs. The California Alternate Rates for Energy (CARE) program typically discounts electric bills by about 20%. The Family Electric Rate Assistance (FERA) program provides an ~18% discount for households of three or more with incomes slightly above CARE limits. Eligibility is based on household size and gross annual income; limits are updated annually—verify the current thresholds at sce.com/CARE or sce.com/FERA before applying.

Medical Baseline provides extra baseline allotment—an additional 16.5 kWh per day—for customers who rely on certain medical devices or have qualifying medical conditions. This lowers per-kWh costs for essential usage. SCE also offers the Energy Savings Assistance (ESA) program, which can include no-cost home upgrades (e.g., efficient lighting, weatherization, smart thermostats) for eligible customers. For emergency help, SCE partners with community organizations through the Energy Assistance Fund to provide one-time bill payment support; funding varies by season and donations.

Rates and Usage: Getting on the Right Plan

Most SCE residential customers are on Time-of-Use plans where prices vary by time of day. A common structure designates on-peak hours from 4–9 p.m., when electricity is most expensive; off-peak and super off-peak hours cost less. If you can shift laundry, EV charging, or dishwasher cycles outside 4–9 p.m., the savings can be substantial. Use My Account’s rate comparison tool to model your last 12 months of interval data and see your estimated bill under each eligible plan before you switch.

For EV drivers or all-electric homes, TOU-D-PRIME and other EV-oriented plans concentrate savings overnight and midday. Rooftop solar customers fall under California’s current net billing framework (commonly called NEM 3.0), effective since April 2023, where export credits are based on hourly avoided-cost values rather than retail rates. Pairing solar with batteries and optimizing discharge during 4–9 p.m. can improve economics under NEM 3.0; SCE’s solar pages outline interconnection timelines, metering requirements, and expected processing steps.

Outages, PSPS, and Safety

To report an outage or electrical hazard, call 800-611-1911 immediately. The online Outage Map shows known incidents, crew ETAs, and estimated restoration times. You can enroll in text/email outage alerts in My Account, including separate preferences for service interruptions and billing notices. If you see a downed line, assume it is energized, keep at least 100 feet away, and call 911 first, then SCE.

During high wildfire risk, SCE may conduct Public Safety Power Shutoffs (PSPS) to reduce ignition risk. SCE aims to notify customers approximately 48 hours, 24 hours, and just before a PSPS, when possible. Make sure your contact details (email, mobile) are up to date, and consider backup power plans for medical devices. Medical Baseline customers should ensure their critical care status and emergency contacts are current; more resources are at sce.com/psps and sce.com/wildfire.

Security, Privacy, and Avoiding Scams

Scammers commonly spoof caller IDs and threaten immediate shutoff unless you pay with gift cards, cryptocurrency, or wire transfer. SCE will never demand payment via prepaid cards and does not call to request sensitive information like full SSNs or bank login credentials. If you receive a suspicious call, hang up and dial an official SCE number from your bill or sce.com to verify.

Protect your account by enabling two-step verification in My Account, keeping your email and phone current, and creating a strong, unique password. If you believe your account is compromised or you authorized a payment to a scammer, contact SCE immediately and file a report with local law enforcement and the FTC (ReportFraud.ftc.gov). Document call times, phone numbers, and payment receipts to support investigations.

For Businesses and Property Managers

Business customers can access tailored rate analyses, demand response programs, and efficiency incentives via the Business Customer Support line at 800-990-7788. Programs such as Critical Peak Pricing (CPP) and demand response options can offer meaningful bill credits for curtailing load during grid stress. SCE also provides facility audits and project support for lighting, HVAC, process loads, and electrification.

Property managers and builders can request start/stop service, name changes for common areas, and construction service planning online. Standard service activations can often be scheduled within 1–3 business days; plan ahead for field visits, meter sets, or panel upgrades that require inspections or permitting. Keep EIN/TIN, service addresses, and meter numbers handy to accelerate requests.

Practical Tips to Get Faster Results

Before calling, sign in to My Account and note your 10-digit account number, service address, and the date/time of any issue (outage, billing anomaly). If you’re requesting a payment arrangement, initiate it in the portal first—agents can see pending requests and extend or adjust if needed.

For rate or usage questions, download your Green Button interval data to share precise kWh-by-hour patterns with SCE or your energy consultant. When evaluating bill assistance, apply for CARE/FERA and Medical Baseline as soon as you qualify; approved discounts typically appear within 1–2 billing cycles and are not retroactive unless specified in program terms.