The City of Piqua seeks to clarify with customers its policies regarding utility bill due dates and disconnection activities. It has come to the City’s attention that there may be some misconceptions and misinformation about the policies and how Utility Business Office staff works with customers.
Customers will notice on their monthly bills the due date for the bill as well as disconnection information, listed in the “Message Center” in the top left of the bill. This grace period allows customers an extended timeframe to make the payment with a 5-percent fee if made after the due date.
Utility disconnections occur once the disconnect date has arrived and no payments have been received. Exceptions may apply for households with residents who qualify for the Life/Medical Support Program.
Following disconnection at a property, customers who pay their outstanding balance and a nonpayment fee are reconnected the same day for all in-full payments made by 4 p.m. on business days, regardless of the platform through which the payment was made — in person, via the SmartHub application or over the phone. For in-full payments made after 4 p.m. on business days, customers are reconnected the next business day.
During the winter months of December to February, the City postpones a non-pay disconnection when the temperature is below and remains below 10 degrees for a 24-hour period.
The City of Piqua works closely with nonprofit and governmental agencies that provide support to customers who are challenged to pay their utility bills in full. Find a list of available utility payment assistance resources for Piqua residents by visiting piquaoh.gov/utilityassistance.
The City of Piqua reminds customers that the SmartHub application offers a convenient way to manage and pay bills, as well as track a property’s energy usage. The software also gives customers access to the data from their electric meter so they can monitor how many kilowatt-hours they are using and make changes in their homes to reduce electric bills. Customers can even set up energy use alerts so they receive a text message or email when usage exceeds thresholds set by the customer.
In addition, customers who have set up their account in the SmartHub application receive automated emails for monthly bills and phone calls for utility bill delinquent account reminders. Text message reminders can also be set up through SmartHub account settings. Customers are reminded to keep their contact information up to date with the Utility Business Office to ensure timely communications.
To learn more about SmartHub, visit piquaoh.gov/smarthub.
The City of Piqua encourages residents with questions about their utility bill or concerns about making on-time payments to call the Utility Business Office at 937.778.2000 as early as possible to allow staff ample time to assist with available options. Customer service representatives can answer questions regarding the Life/Medical Support Program and share available resources for utility bill assistance.