March 20. ElectriCities, the town-owned electric utility is continuing “normal business practices” which includes billing customers and expecting payments, but big utilities are taking a kinder, gentler approach to customers.
Duke Energy and Piedmont Natural Gas, however, are taking steps to help customers in the wake of COVID-19
The company will waive late payment fees and fees for returned payments for electric and natural gas customers across its service territories beginning Saturday March 21 until the national state of emergency is lifted.
For residential customers, the company will also waive fees for credit and debit card payments.
Duke is also pulling the plug on service disconnections for unpaid bills. That covers 7.8 million electric customers; plus, 1.8 million natural gas customers.
“Our goal is to continue providing reliable service while helping our most vulnerable customers during this extraordinary time,” said Lynn Good, Duke Energy CEO.
“We hope the customers and communities we are privileged to serve – and the outstanding Duke Energy employees who serve them – will take some comfort from these actions,” Good said.
Some employees will receive cash payments to help offset virus-related expenses.
The company also announced $1.3 million in donations by The Duke Energy Foundation to support hunger relief and help local health and human services nonprofits across its service territories, including those providing meals to children and families impacted by school closures. Given the unprecedented nature of the situation, Duke Energy is giving nonprofits the flexibility to use the funds where most needed.
Relief for Employees
The company is providing five additional personal days off to employees who experience a disruption in dependent care due to school, daycare or other child-related care – as most all schools are not in session. Duke Energy will also provide a $1,500 stipend to assist with unplanned expenses resulting from costs related to COVID-19 issue.
Continued service to customers
The company will continue to read meters in most areas and send bills. Customers should pay what they can to avoid building up large balances that will be more difficult to pay off later.
At ElectriCities, the Cornelius-owned electric utility, late payments will continue to be assessed on utility accounts.
Disconnections are on hold but reviewed on a weekly basis. If customers are faced with financial hardships, they should contact the office Monday through Friday 8am to 5pm at 704-948-0550.
