Communications

Tells a paperless customer their statement is posted.

A bill is issued to a paperless account

Dana Pearce

Jan 8, 2026, 4:02 PM

Warns a customer before a bill that jumped lands, with the reason in one line.

High-bill outreach, before the bill posts

Dana Pearce

Feb 12, 2026, 10:40 PM

The bill explanation, sent after a call or printed with a disputed bill.

A CSR sends it from a bill’s explanation

Dana Pearce

Feb 3, 2026, 3:15 PM

Explains an estimated read and asks for access to the meter.

A bill is issued on an estimated read

Renee Alvarado

Nov 20, 2025, 8:22 PM

Sent with a rebill after a bill is voided and corrected.

A correction run issues a rebill

Dana Pearce

Jan 29, 2026, 5:05 PM

Confirms a payment posted to the account.

A payment posts

Dana Pearce

Dec 2, 2025, 2:40 PM

Confirms enrollment in AutoPay and when the first draft happens.

A customer enrolls in AutoPay

Renee Alvarado

Oct 14, 2025, 6:00 PM

Tells the customer a payment was returned by their bank.

A payment is returned NSF

Dana Pearce

Sep 30, 2025, 8:10 PM

Puts the terms of a payment arrangement in writing.

A CSR sets up a payment arrangement

Tom Hadley

Jan 21, 2026, 4:30 PM

Offers level monthly payments, with the customer’s own estimate.

Offered from outreach or a bill explanation

Dana Pearce

Oct 1, 2025, 2:00 PM

The first, friendly dunning step.

Dunning step 1 — the reminder

Dana Pearce

Jan 6, 2026, 3:20 PM

Tells the customer a tariff late fee was added.

Dunning step 2 — the late fee

Dana Pearce

Nov 4, 2025, 10:00 PM

The written notice that must precede any disconnection for non-payment.

Dunning step 3 — mailed or hand-delivered, even to paperless customers

Gail Whitfield

Aug 19, 2025, 3:00 PM

Last-chance message the working day before a scheduled disconnect.

Dunning step 4 — a disconnect order is scheduled

Dana Pearce

Jan 6, 2026, 3:24 PM

Confirms the window for restoring service and relighting appliances.

A reconnect order is scheduled

Tom Hadley

Dec 15, 2025, 6:00 PM

First message to a new customer: account, billing dates, how to pay.

A start-service order completes

Renee Alvarado

Sep 2, 2025, 2:00 PM

Closes the account with the final bill and any deposit applied.

A stop-service order completes

Renee Alvarado

Sep 2, 2025, 2:10 PM

Asks a new or returning customer for a security deposit.

Credit check at start of service

Gail Whitfield

Aug 12, 2025, 7:00 PM

Tells the customer their deposit and interest were refunded.

Twelve months of on-time payment reached

Gail Whitfield

Aug 12, 2025, 7:05 PM

Confirms a field visit window, with a reminder the day before.

A service order is scheduled

Tom Hadley

Dec 15, 2025, 6:10 PM

Notice of a scheduled meter change-out and a short interruption.

A meter is selected for testing or replacement

Gail Whitfield

Jul 22, 2025, 3:00 PM

The annual public-awareness message every customer receives.

Annual, and with every welcome message

Gail Whitfield

Jun 1, 2025, 2:00 PM

Advance notice of pipeline work that interrupts service.

A planned main or service-line job is scheduled

Gail Whitfield

Oct 9, 2025, 2:00 PM

The public notice of a statement of intent, with the typical-bill effect.

Generated from the rate case toolkit

Gail Whitfield

Jan 9, 2026, 2:00 PM

Explains a monthly PGA movement to customers who opt in.

A new PGA factor is filed

Dana Pearce

Feb 2, 2026, 2:30 PM

The annual notice of winter disconnection protections and assistance.

Each November, to every residential customer

Gail Whitfield

Oct 28, 2025, 2:00 PM