Our commitment to customers centers around responding to customers' inquiries as promptly and efficiently as possible.

We are committed to:

• Providing customers, where possible, with an on-the-spot response to their inquiry
• Striving to correct the problem/issue immediately when possible. When we are unable to do this, we strive to investigate the issue and call the customer back within 72 hours.
• Establishing an appropriate schedule for a call back to customer once initial contact is made
• Trying to resolve poor experiences by responding proactively to feedback

Process Diagram (PDF, 616k)


We feel it is important for customers to know and understand how their inquiries are handled. We make every effort to provide the best possible advice to customers. As a demonstration of our commitment to offering exceptional service, we work closely with outside entities, including:

• Kentucky Public Service Commission (KPSC)
• Better Business Bureau (BBB)
• Attorney General (AG)
• Community Action Agency
• Community Action Council
• Low-income advocacy groups
• Local government entities