The Nashville Electric Service (NES) failed to follow its own storm response communication plan during the January ice storm, which left over 230,000 customers without power and resulted in a six-day gap for residents. The 19-page planning document, obtained in a public records request, instructs agency officials to tell customers quickly about when it expects total restoration. It also states that within 24 hours of mass outages, NES should provide an indication of predicted timing for total restoration by ZIP code until Jan. 31. Critics, including Mayor Freddie O'Connell and Metro Councilmember Emily Benedict, have accused NES of slow-walking information and failing to communicate well. Since the storm, NES admitted its communications were lacking and is reviewing its communication protocols to improve frequency, clarity, and transparency.