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City urges customers with estimated bills to contact customer service as billing normalizes
Summary
Utility staff told the Public Utility Advisory Board that winter weather caused many estimated meter readings, which delayed bills and may cause higher follow-up bills; staff urged customers to contact customer service for explanations and payment-plan options.
Independence Power & Light staff told the Public Utility Advisory Board that January and February weather forced many estimated meter readings, which delayed billing and may result in higher subsequent bills when meters are trued up.
"As you guys know, January and February were very challenging months, for our meter readers to get through yards. So there were several cycles that had to be estimated," a utility staff member said. Staff warned that if a prior estimate understated usage, the next actual bill may be higher to make up the difference.
Staff urged customers with questions to call customer service rather than post on social media, noting customer-service representatives can explain charges and set up payment plans. "Please reach out to customer service. They can explain the charges. They can explain where you're at. And and and if you need help, you know, trying to get caught up, they can they're the ones that would be able to set up any kind of payment plan to help things get trued up," the staff member said.
Utility staff said billing is returning to normal and expected to be back on schedule within a month, and reiterated that delayed billing does not change disconnection policies or a customer's available leeway to pay.
Board members discussed that automated metering would reduce future reliance on estimated reads, but noted the AMI procurement and any opt-out policy remain under discussion.
