Citizens Water announced a new seasonal bill estimation procedure that will result in more accurate bills for customers.
In the next 12 to 18 months, Citizens will implement a plan to read water meters on a monthly basis. Until that time, it will be necessary for Citizens to continue estimating bills every other month, as did the previous operator, Veolia Water. However, Citizens plans to calculate estimates differently than Veolia Water.
In the past, water bill estimates were based on the higher of the most recent 12-month average usage or prior two-month average usage. Citizens found this method led to higher bills during non-peak/winter months (November through April) when water usage is typically lower. Citizens will recognize this lower winter usage in its new seasonal bill estimation.
From November through April, customers’ bills will be estimated by comparing the prior two months bills with the average bill over the course of 12 months; the lower bill is what customers will be expected to pay. Using the lower of these two calculations during non-peak months ensures that bills are more accurate. As a way of reflecting more water consumption during the summer months (May through October) Citizens will charge customers the highest of the prior two months or the highest over 12 months.
“Customer satisfaction is a top priority at Citizens Water,” said Carey Lykins, president and CEO of Citizens Energy Group. “Throughout the last year, we’ve heard from customers that the process for estimating bills is confusing and inaccurate. Immediately after the transfer of water and wastewater utilities, we embarked on an effort to improve this process until the permanent solution of monthly meter reading occurs. Although this change will not fix every problem, we believe a more seasonal bill estimation model will result in more accurate bills and increased customer satisfaction.”
In the next 12 to 18 months, Citizens will implement monthly meter reading, which will reduce bill estimation to only those times when meters are physically inaccessible. In Marion County, a single meter reader will obtain readings for both water and natural gas. Water customers will also be provided improved website functions to allow for a seamless electronic bill payment.
In addition, in the next 12 to 18 months, Citizens will implement a combined bill for water, wastewater and gas. Citizens is currently working to make the combined bill concise and easy for customers to understand.
For questions or concerns about the new bill estimation model, call Citizens Customer Service at (317) 631-4341.
