COVID-19 Customer Care

We understand that the COVID-19 pandemic is creating financial challenges for many households. 

We offer payment plans to provide assistance to customers who are accumulating past-due balances on their utility bills. 

If you are unable to pay or have fallen behind on your bill, reach out to Customer Service. We are available Monday through Friday, 8:00am - 5:00pm EST to assist customers with  payment plans that meet their specific situations.

Update: Our COVID-19 Response

by Beth Kotz | Aug 24, 2020

It feels as if summer weather is providing a welcome respite from uncertain times, but it’s also showing us we can’t let our guard down in the fight against this pandemic.

We’ve begun taking some cautious first steps in a desired return to normal. They’re designed to ensure you continue to receive safe and reliable water, wastewater, and energy essential services, and our communities stay safe.

In March, our COVID-19 Incident Command (IC) team put in place comprehensive polices and protocols governing office closures, remote work, physical distancing, and the use of personal protective equipment (PPE). These measures, among others, are under constant review as we evaluate reopening and a return to more normal operations.

The IC team, with guidance from public health authorities, have determined only a small number of our North American operations currently meet the stringent criteria for reopening. And where reopening does occur, it will be done carefully and methodically. As all our systems continue to function normally, we’re confident these first steps are the right ones.

We were among the first utilities to suspend and reverse service disconnections, and suspend late fees. But as efforts to reopen the economy move forward, some regulators are allowing and encouraging utilities to return to established billing and disconnection policies, while ensuring temporary billing assistance is available for customers financially impacted by COVID-19.

For the moment, we continue to suspend disconnections and late fees, but we encourage all customers to stay current with payments as much as possible, as unpaid balances may be harder to manage down the road.

We also appreciate the pandemic is creating financial challenges for many households. To that end, We are offering Deferred Payment Arrangements, and other financial assistance, to affected customers. Please contact us for more information about these programs, or any questions regarding your services.

MyUtilityConnect is the trusted way to receive important Alerts by mobile and desktop app, email, or phone. It’s also an easy way to manage your bills and payments. Click here to learn more and sign up today.

Our maintenance activities continue to function normally, so you may see our field staff working in your community. Please do your part to help them stay safe!

We continue to take appropriate, science-based actions to mitigate the impacts of COVID-19. We’re committed to efforts to control this pandemic and implore you do your part as well.

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