Working With Utility Companies Reference
Why this matters
Service techs work with utility companies regularly - new connections, service upgrades, emergencies, restoration. The tech who understands utility processes coordinates effectively + helps customers navigate. This is the field card.
Utility types
Electric utility:
- Local provider (PG&E, Duke, Edison, etc.)
- Distribution within local area
- Service from pole / underground to meter
- Customer side: meter to panel + circuits
Gas utility:
- Local provider (often same OR different than electric)
- Distribution mains
- Service to meter
- Customer side: meter to appliances
Water utility:
- Municipal usually
- Sometimes private
- Treatment + distribution
- Customer side: meter to plumbing
Wastewater (sewer):
- Often municipal water
- Collection mains
- Customer side: house plumbing to sewer connection
Telecom:
- Sometimes regulated as utility
- Phone, cable, fiber
What's "utility side" vs "customer side"
Demarcation point = where customer's responsibility starts.
Electric:
- Utility owns: pole, transformer, drop wire to meter
- Customer owns: from meter to panel + everything downstream
- Meter itself: utility owns (some areas, customer pays for)
Gas:
- Utility owns: main + service line to meter
- Customer owns: from meter to all appliances
- Some areas: customer owns service line from main
Water:
- Utility owns: main + sometimes to property line
- Customer owns: from property line (or meter) to fixtures
- Varies by jurisdiction
Each side responsible for repairs / maintenance / safety.
Common utility interactions
Service entrance work:
- Replacing panel
- Service upgrade (100A to 200A)
- Coordinating with utility (sometimes utility must disconnect)
New service:
- New construction
- Major addition
- Detached structure with separate meter
Gas main extension:
- Customer wants gas (none nearby)
- Utility extends main (sometimes at cost)
- Customer extends service
Water main connection:
- New house
- Replace deteriorated service line
- Permits + utility coordination
Pre-work utility coordination
For service entrance work:
- Customer contacts utility (call before dig OR service request)
- Utility schedules disconnect OR site visit
- Permit obtained (electrical typically)
- Disconnect day:
- Utility removes meter / disconnects
- You do work
- Same-day OR overnight
- Reconnect:
- Inspection passes
- Utility reconnects
- Customer notification of restoration
Coordinate timing carefully; customer without power = significant inconvenience.
Permit + utility interaction
For utility-affecting work:
- Permit typically required
- Inspector approves work
- Utility reconnects after inspection
- Don't bypass utility approval
Service capacity increase
Customer adds load:
- EV charger (significant)
- New addition
- Pool / hot tub
- HVAC upgrade
If existing service inadequate:
- Service upgrade required
- 100A → 150A → 200A → 400A
- Utility may upgrade meter base + transformer
- Customer pays for service entry conductors
Cost responsibility
Generally:
- Utility provides up to meter
- Customer pays meter onward
- Service upgrades: customer pays
- Sometimes utility absorbs some costs (depends on customer's contribution)
Verify with utility for specific situation.
Emergency calls
Gas leak:
- Customer calls 911 + utility immediately
- Utility shuts off main if needed
- Repair coordinated
- Customer evacuates until safe
Water main break:
- Utility responds
- Shuts off main
- Coordinates repair
- Customer affected but utility primary
Electrical emergency:
- Downed line: utility emergency
- Customer's panel: customer's tech / electrician
When you need utility involvement
Service entrance:
- Pull meter
- Disconnect service
- Reconnect after work
Underground utility location:
- 811 (Common Ground Alliance)
- Free service
- Marks gas, electric, water, sewer, communications
- Allow 2-3 business days
Permit OR inspection involving utility:
- Some work requires utility sign-off
- New service connection
- Capacity upgrade
811 (Call Before You Dig)
Federal law (most areas):
- Notify utility before excavating
- Free
- Online OR phone
- Utilities mark within 2-3 business days
Mark colors (APWA standard):
- Red: Electric power
- Yellow: Gas, oil, steam, petroleum
- Orange: Communications, alarm
- Blue: Potable water
- Green: Sewer + drain
- Purple: Reclaimed water, irrigation
- Pink: Temporary survey markings
- White: Proposed excavation
Mark validity: typically 14 days (varies by state).
Damages to utility
If you damage utility line:
- Stop work IMMEDIATELY
- 911 if leak / live wire
- Notify utility
- Mark area as hazardous
- Cost of repair often borne by you (insurance)
Properly called 811 + damage occurred during scope = utility may absorb cost (state law varies).
Customer educational opportunities
Customer often unclear:
- "Who's responsible if pipe breaks under my driveway?"
- "Who pays for service upgrade?"
- "Why can't I just hook up?"
Explain:
- Side of meter responsibility
- Permit + inspection requirements
- Why utility involvement
- Timeline
Slow utility response
Utility's process may be slow:
- 2-3 weeks for service upgrade
- Weeks for new connection
- Customer impatient
Set expectation:
- Communicate utility's role + timeline
- Don't promise faster than utility can
- Customer's frustration directed at utility (where appropriate)
When utility is wrong
Sometimes utility:
- Marks incorrectly (811 mark wrong location)
- Damages customer's property
- Misses scheduled connection
- Quotes wrong information
Process:
- Document
- Customer files complaint
- Sometimes regulatory commission involvement
- Customer's recourse (you can't fix utility)
Working safely near utilities
Overhead lines (per overhead clearance article):
- 10 ft minimum from anything
- Higher voltage = more
Underground:
- 811 first
- Pothole carefully near marks
- Hand-dig within 24" of marked utility
Service lines:
- Don't dig blindly anywhere near suspected utility
Utility company structure
For your reference:
- Customer service: general inquiries, billing
- Service dispatch: connection work, emergencies
- Engineering: design work, large customer projects
- Construction: actual work crews
- Meter reading + billing: customer-side
- Emergency dispatch: 24/7
Knowing who to call = faster resolution.
Specific scenarios
Customer wants service entrance moved:
- Significant project
- Utility involvement extensive
- Customer pays
- Multi-step coordination
Customer's underground service deteriorated:
- Customer pays for replacement (usually)
- Utility may have to be involved
- Significant disruption
References
- 811 (Common Ground Alliance)
- State utility commission regulations
- NEC + NFPA standards for utility interconnection
- Utility company tariffs + service standards
- Manuall internal: Underground Utility Clearances, Overhead Utility Clearances