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Board hears that 91 shutoff notices were sent last cycle; members ask for courtesy calls
Summary
Board members were told about 91 shutoff notices sent in the most recent cycle and that actual disconnections are usually under 10; a member requested staff place courtesy phone calls before disconnects to reach customers who may not check mail.
Members discussed customer billing and disconnect procedures and asked how notices and shutoffs are issued.
A member asked whether shutoff notices come from the billing company or the utility office; staff confirmed notices originate from the office. A request was made that staff place a courtesy phone call to customers before disconnects because some customers "look at mail and they... didn't know" about an impending shutoff, said Member (Speaker 5).
Staff reported they had recently sent about 91 notices: "There's about 90," Member (Speaker 3) said, and later staff clarified the number as "91 exactly." Members asked how many of those notices result in actual disconnection; staff estimated "it's probably under 10," and another member suggested most customers call, set a payment arrangement or come into the office to pay rather than be disconnected.
Board members thanked staff for handling the process and asked staff to continue outreach and consider additional courtesy calls prior to shutoffs; staff said they would pursue appropriate steps and noted use of multiple notices prior to final reminder.
