COVID-19 Response, Safety Measures, and Customer Resources
One Sun, One Community. Clearway is Here for You.
Alongside our customers, Clearway is continuing to monitor the status of COVID-19 (Coronavirus) and follow guidance from health authorities and civic leaders as we attempt to minimize community spread and work together to prioritize health and safety within areas where we live and work. Our Community Solar farms have remained operational and we remain committed to locally-produced solar power generation within our communities.
While safety & public health are fundamentally core to Clearway’s operating principles, there is a uniquely heightened focus during this time. Clearway is taking necessary additional precautionary measures while operating during these unprecedented times, and further extending our support to local and national COVID-19 relief efforts.
Below, please find helpful resources and ways we support our customers and staff during this time. You will also find our updated business safety protocols. As we work toward our planet’s health and building a renewable energy future, our priority remains the health and safety of our communities. We hope you will find these resources helpful.
Useful Guidelines and Information
For additional information about COVID-19, get the latest report from the Centers for Disease Control and Prevention at cdc.gov or your local health department website. For additional up-to-date developments, research, and guidance from government health authorities and the World Health Organization (WHO), the Infectious Disease Society of America (IDSA) has created this useful site.
Helpful Clearway Contacts
Contact our team for account support or any other questions.
Customer Support:
1.855.712.7508
(M-SA: 7AM to 7PM CST)
customersupport@clearwayenergy.com
We care deeply about our community and equally appreciate the importance of your question or concern. During this time, response or hold times may be longer than usual. We will ensure you are provided the support you need and will reply as soon as possible. Thank you for your patience as we work hard to support each and every valued customer.
We encourage you to utilize this Customer Support Center to answer your questions.
Holidays
MLK Day, January 20
Memorial Day, May 25
Independence Day, July 3
Labor Day, September 7
Thanksgiving, November 26
Day After Thanksgiving, November 27
Christmas Eve, December 24
Christmas Day, December 25
New Year’s Day, January 1, 2021
Managing Your Clearway Account
We encourage you to access your account from home 24/7 using our Online Customer Portal at www.my-clearway.com to view your account statements, see solar production data, make payments, and more.
In addition to the online Customer Portal, Clearway recommends the following payment methods during this time:
AutoPay: Clearway also offers customers a secure and convenient AutoPay option. To set up AutoPay with bank draft, please download and complete the AutoPay Enrollment Form, and email the form to customersupport@clearwayenergy.com or call 1.855.712.7508 Mon – Fri, 8am – 8pm CST to set up AutoPay. You may also enroll online within your Customer Portal by visiting www.my-clearway.com.
Phone: Clearway can accept credit card or debit card (Visa and Mastercard) payments over the phone at this time. Please call 1.855.712.7508 Mon – Fri, 8am – 8pm CST to make a one-time payment over the phone. Clearway offers a user-friendly online Customer Portal where you can submit one-time payments. We encourage our customers to become familiar with this easy-to-use online channel, which includes payment options, frequently asked questions, support channels, and solar production data.
Mail: you may pay your Clearway Community Solar bill by check or money order, however, processing times may be longer than usual. Clearway recommends that you make payments online via your Customer Portal at www.my-clearway.com.
Checks may be mailed to:
Clearway Community Solar, Attn: Remittance
P.O. Box 850717
Richardson, TX 75085
Please note, processing times may be longer than usual.
COVID-19 Support & Relief Efforts
When the toll of COVID-19 first began to emerge, Clearway looked for opportunities to help provide relief to the communities we proudly serve. Clearway donated nearly $500,000 to organizations in the communities across the nation where we live and operate, including food banks, non-profits, and other support organizations. These financial contributions have helped provide nutritious food for those in need and have gone to work in supporting those most impacted by this unprecedented pandemic.
Visit our Clearway in the Community page to learn more about Clearway’s charitable efforts.
Clearway's Enhanced Safety Protocols
As an essential business, Clearway Community Solar is carefully continuing development, construction, and activation phases of our Community Solar farms with enhanced safety protocols informed by CDC guidelines. Our operations staff, construction crews, and contractors continue to follow these onsite protocols including social distancing, wearing a mask at all times, sanitizing hands, equipment, and surfaces, and wellness checks.
Additionally, Clearway business teams are actively enrolling new customers on solar farms in-person within select markets where permitted. Clearway authorized agents are required to follow all state and local guidance as well as our enhanced safety protocol. Members of our sales team undergo continued health and safety training sessions, which include the following 14- point protocol in effect at all times during in-person appointments and discussions:
Wearing a mask, ensuring covering of mouth and nose;
Wearing gloves;
Greeting customers from a safe distance (6+ ft) and maintaining this distance;
Maintaining physical distance (6+ ft) between colleagues;
Refraining from handshakes in favor of non-contact methods of greeting, such as a wave;
Never request to enter a customer’s home/dwelling, and decline any invitation to enter a customer’s home/dwelling;
Sanitizing hands and electronic devices regularly during appointments and always between appointments;
Utilizing digital business cards and informational materials;
Managing any paper materials, such as brochures, with gloves;
Never sharing digital devices or mobile devices with a customer or colleague;
Avoid touching customer’s enrollment materials, such as utility bills, and if contact is necessary, ensure gloves are used.
Conducting regular wellness checks, and when required, proceeding with self-isolation for at least 14 days;
Following the guidance of the CDC and local government agencies regarding other recommended precautions; and
Following all protocols regardless of a customer’s personal discretionary comfort levels or preferences surrounding PPE and interaction.
In addition to dedicated training sessions, Clearway is providing all authorized agents with gloves, face masks, hand sanitizer, and sanitizing wipes.
Clearway maintains a zero-tolerance policy for safety violations. Safety violations, concerns, or questions should be submitted to clearwayhelpnow@clearwayenergy.com and an investigation will be prompted.
In-person appointments and discussions are not required to enroll with Clearway. Online enrollment is available 24 hours a day and Energy Consultants are available Mon – Sat, 10am – 6pm CST at 1.866.520.0969.
