Customers with bill questions encouraged to call Grant PUD

EPHRATA — In an attempt to ensure customers know what's on their statements, Grant County PUD officials are encouraging customers to contact the PUD if they have questions about winter electric bills.

“We are trying to be more proactive and helping people understand (about the billing system) a little more, while encouraging them to contact us,” wrote Ryan Holterhoff, PUD public information specialist. “Similarly to last year, we have seen our call volume to customers service and social media comments increase.”

Customers who have questions about the PUD bill are asked to contact the PUD’s customer service department, 509-766-2505, or customerservice@grantpud.org.

“Many of the concerns from customers stem from the combination of the traditional winter energy-use spike that accompanies colder weather, and that it was necessary to estimate some bills the past few months,” Holterhoff wrote. In addition, “all meters in the county are still being manually read, even the advanced metering program meters.”

Inclement weather makes it harder for the meter reader to get everywhere they need to go. “On average, a single meter reader records information from about 300 meters a day. If the meter reader is unavailable because of winter conditions or other reasons, then the meter reads for those days have to be estimated. Bill estimations are based on prior usage and can be higher or lower than the actual usage.”

Once it’s possible to get to the meter, “bills are adjusted when a reader is able to record the actual power consumption.” An estimated bill will have the word “yes” written in the upper right corner.

“Also, it’s important to note the days on the billing cycle listed on the bill. Billing cycle days can vary by as much as six days,” Holterhoff wrote.

Terry McKenzie, senior customer service manager, said customers are encouraged to use email, due to a lot of customers calling. She said emails will be answered as quickly as possible.

McKenzie said customers could send an electronic image of the meter after they receive an estimated bill, “so the bill can be reviewed to reflect actual usage.” Customers have the option of budget pay. And “there are resources in the county to help customers keep the power on if they can’t pay their bill.”

“We want customers to contact us so we can find the best resolution for them,” McKenzie said.