Frequently Asked Questions

1. 1. Once you sign up, a small device (switch) will be installed on or near your central heating and cooling systems and/or electric water heater, depending on your program choices.
   2. After the switch is installed, you will earn:
      • A one-time enrollment credit on your bill.
      • An annual credit on your bill every year you participate in the program.
   3. An “event” occurs when demand for electricity is particularly high or there is a system constraint. Empower SmartRewards participants will help us temporarily reduce energy usage, so we can continue to provide highly reliable power.

During an event, Santee Cooper will cycle your central heating and cooling systems and/or electric water heater off and on for brief intervals. Temperature changes should be minimal for most participants.

Electricity is flowing constantly to supply power to our homes and businesses. The demand for this electricity is defined by how much is being used by all customers at the same time. The more electricity people are using at any given moment, the higher the demand. High demand typically occurs on the hottest days in the summer and the coldest days in the winter.

An event could occur when there’s a particularly high demand for electricity or if there are major issues with the electric system that could affect the production, transmission and/or distribution of power. During an event, your central heating and cooling system and/or your electric water heater will cycle on and off for brief intervals and return to normal operation when the event has ended. Events are expected to last no more than four hours. Events can occur during the following times:

Events will only occur on weekdays, not on weekends or the following holidays*:

• New Year’s Day
• Independence Day
• Labor Day
• Christmas Day

*If there’s a system emergency, Santee Cooper may, at its discretion, expand events beyond the parameters listed.

Santee Cooper residential customers who live in single-family homes can participate if they have central heating and cooling systems and/or electric water heaters in acceptable working condition. Single-family homes are considered non-stacked residences with their own HVAC and water heating systems (detached homes, duplexes, and townhomes).

Gas water heaters and central heating and cooling systems that utilize gas heating do not qualify. Participants must also be current on their bill. Additional equipment eligibility requirements may apply.

Multifamily properties or condominiums with individually-metered units can also participate in the SmartRewards Multifamily Program. If you’re a multifamily property or condominium owner or manager who is interested in enrolling your property, please call us at 833-493-1038.

Santee Cooper customers who are tenants in multifamily properties or condominiums with individually-metered units can participate in the program by submitting a signed Landlord Consent Form at the time of enrollment.

Multifamily property owners and managers: If you are interested in enrolling your property in the SmartRewards Multifamily Program, please call us at 833-493-1038

For your participation, Santee Cooper offers participants rewards in the form of bill credits. Also, thanks to your participation, Santee Cooper can prioritize clean generation, keep your power reliable, and keep costs affordable.

In order to participate in the SmartRewards program, you must have an electric heating and cooling system and/or an electric water heater. Gas equipment is not eligible.

No. You must enroll all central heating and cooling systems and/or all electric water heaters in the home to participate in the program.

Yes, you can participate in the program as long as you have your landlord’s permission. Your landlord must sign a Landlord Consent Form before enrolling. You can submit the Landlord Consent Form while completing the enrollment process.

The home should be occupied during the summer and winter months to participate in the program. Events can be called from June through September, and from December through March.

Yes, an adult 18 or older must be present during the switch installation.

Installation time is estimated at 1 to 1.5 hours, but may take longer depending on your specific circumstances.

The SmartRewards switch has indicator lights that will show if an event is occurring. You’ll see four lights on your switch. If the first light is solid and any others are blinking, there’s an event taking place.

You can also call our SmartRewards line at 833-493-1038.

Yes, we understand life happens and you may need to opt out of an event occasionally. You will continue to earn your bill credits unless you opt out of more than two events per season. The seasons are as follows:

• Summer Season: June 1 through Sept. 30 between 1 p.m. and 7 p.m.
• Winter Season: Dec. 1 through March 31 between 6 a.m. to 10 a.m. and 6 p.m. to 9 p.m.

You can opt out by calling 833-493-1038.

Existing hot water in your tank will be available for use. The amount of hot water that remains in the tank will be determined by the size of your tank and the amount of hot water you use during the event. At the conclusion of the event, your electric water heater will return to normal operations.

No, your heating and air conditioning will not be turned off for the entire event. Instead, your system will be cycled on and off for brief intervals to minimize the temperature change in your home and keep you comfortable.

During an event, temperature changes should be minimal for most participants. These changes may vary based on insulation levels of your home, the size of your heating and cooling systems, and other factors. At the conclusion of the event, your system will return to normal operations.

No, the SmartRewards switch is safe, proven technology that will not damage your central heating and cooling systems or your electric water heater.

Your system will use the same amount of energy as it normally would. The cycling will simply shift some of your usage to a different time of day.

No. The SmartRewards program will not reduce your energy usage. Instead, it is intended to help shift your usage away from periods of high demand or system constraints.

To kick off your participation, you’ll receive an enrollment reward in the form of a bill credit after your switch is installed. You’ll also receive a bill credit annually on the anniversary of when your switch was installed. Your bill credits will appear on your bill within one to two billing cycles, and you will continue to earn your bill credits unless you opt out of more than two events per season or you unenroll from the program.

Incentives for Single-Family Residential Customers:

• Electric water heater only
  • $20 bill credit after enrollment and switch installation
  • $15 annual bill credit
• Central heating and cooling systems only
  • $30 bill credit after enrollment and switch installation
  • $25 annual bill credit
• COMBINED: Electric water heater AND central heating and cooling systems
  • $50 bill credit after enrollment and switch installation
  • $50 annual bill credit

Incentives for Multifamily Apartments and Condominiums:

• Central Heating and Cooling System
  • $15 bill credit after enrollment and switch installation
  • $25 annual bill credit
• Combined Electric Water Heater and Central Heating and Cooling System:
  • $25 bill credit after enrollment and switch installation
  • $50 annual bill credit

There is a one-year commitment, and you are automatically re-enrolled every year.

We will automatically deactivate your switch when you discontinue or transfer your electric service.

If you remain a Santee Cooper customer after you move, you can re-enroll in the program at your new home. Please call us at 833-493-1038 to schedule an appointment for installation.

No. However, we recommend you adjust your thermostats accordingly, since no one will be home. Click here for more energy-saving tips.

Please call 833-493-1038 to have the switch removed before your equipment is replaced. Once your new equipment is connected, you can call us back to have the switch reinstalled at no charge to you.