October is National Co-op Month. Across the country, cooperatives exist for one reason: to serve their members. At CHELCO, that principle guides every decision we make because the people we serve are not customers; they are member-owners. That means accountability, transparency, and a commitment to always acting in the best interest of our members.
CHELCO recently refreshed its Mission and Values, reaffirming our commitment to the members and communities we serve. These aren’t simply words on a page. They are the standards by which we operate every day, and they’re displayed in various areas throughout our area offices to remind us of such.
One of those values, Honest & Trustworthy, is especially important. Trust is earned through actions, not words.
Since CHELCO was established more than 85 years ago, we have built a longstanding trust within the communities we serve through hard work, consistency, and transparency.
As technology continues to evolve and our systems become more sophisticated, occasional challenges can arise along the way. When they do, our commitment remains the same: identify the problem, communicate transparently, and make it right. Maintaining your trust is one of our highest priorities.
In today’s world, many concerns are often voiced first on social media. We understand that people are passionate about issues that affect their homes, families, and businesses. However, social media rarely provides the full picture. That’s why we encourage members to contact us directly whenever they have a question, concern, or issue.
Whether you have questions about your bill, a concern about vegetation management, energy usage, or any other matter, our team can often provide immediate answers or connect you with the subject matter experts who can.
If a concern comes up after hours or over the weekend, members can submit a request through the Contact Form on CHELCO’s website. A representative will follow up as soon as normal business hours resume.
Of course, power outages are different. CHELCO’s Energy Control Center is staffed 24 hours a day, seven days a week, 365 days a year.
We also recognize that utility bills can sometimes raise questions, especially when temperatures rise and energy use increases. CHELCO’s role is to deliver safe and reliable electric service while maintaining responsible stewardship of member resources. Our rates are regulated through the Florida Public Service Commission. While some portions of your bill, such as the Wholesale Power Cost Adjustment (WPCA), vary by month and are determined outside of our control, our commitment to helping members understand their bills remains constant. If something on your bill doesn’t look right, call us. Our Member Services Representatives can explain billing details, review usage information, and answer questions about rates and charges. When additional expertise is needed, we can connect members with a CHELCO Energy Advisor who can help identify ways to improve efficiency and lower monthly energy costs.
Being a cooperative means serving with a heart for people. It means listening when concerns arise. It means showing empathy during difficult circumstances. It means investing in local communities through programs like Operation Round Up, youth programs, economic development efforts, and community partnerships. Most importantly, it means remembering that every decision we make ultimately affects our neighbors because our members are our owners.
At CHELCO, we know trust is built one interaction at a time. Whether you visit one of our offices, speak with a Member Services Representative, submit a question online, or call during a power outage, our goal is the same: to provide exceptional service rooted in honesty, integrity, and respect.
This National Co-op Month, we want our members to know that we are here for you. We will listen. We will work with you. We will always strive to do what is right. Because that’s what cooperatives do, and that’s what it means to be Powered by You.
Steve Rhodes,
CEO
