Residential Critical Care Program

Due to the large number of consumers with disabling illnesses, the Oncor distribution division will limit our critical care list to those consumers who have illnesses that require equipment that must be used 24 hours a day to sustain life. This allows us the opportunity to give appropriate attention to those who cannot readily be transported to an alternate location to receive care.

It is not our intent to minimize the seriousness of any illness. However, it would be a disservice to over commit our service restoration resources to the point we are unable to meet the program objectives.

Qualifying Process

• The approved Public Utility Commission of Texas Application for Chronic Condition or Critical Care Residential Customer must be submitted by the patient’s physician. All information is required, unless otherwise indicated. Applications will not be processed if incomplete, unreadable, or improperly submitted.
• Submission of an application does not automatically result in chronic condition or critical care status. Notification of the action taken with regard to this form will be provided to the customer at the mailing address provided.
• Pursuant to the rules of the Public Utility Commission of Texas, designation as a chronic condition or critical care residential customer does not relieve a customer of the obligation to pay their Retail Electric Provider for electric service, and service may be disconnected for failure to pay.
• Chronic condition or critical care status does not guarantee an uninterrupted, regular, or continuous power supply. If electricity is a necessity, you must make other arrangements for on-site back-up capabilities or other alternatives in the event of loss of electric service.

INSTRUCTIONS:

Customer: Complete Part 1 of the APPLICATION, and provide to patient’s physician for completion. This application will not be processed unless submitted electronically by the physician.

Physician: After completing Part 2, please forward only the APPLICATION to: Oncor by fax at 1-800-666-3406 or by e-mail at contactcenter@oncor.com.

Oncor: Will review the application to make sure all of the information has been entered along with the physician’s signature. The application will not be processed if incomplete, unreadable, or improperly submitted. All information is required, unless otherwise indicated. The customer and their Retail Electric Provider will be notified of the status of the application upon completion of the review process.

For questions about the form, call Oncor during normal business hours at 1-888-313-6862.

Application for Chronic Condition or Critical Care Residential Customer Status (.pdf)

For more information regarding Critical Care Customer designations, please see the Customer Protection Rules for Electric Service available on the Public Utility Commission of Texas website: www.puc.state.tx.us/agency/rulesnlaws/subrules/electric/25.497/25.497.pdf.