Richmond DPU Restoring Accurate Billing After Meter Data Malfunction
Around 5,000 South Richmonders will get a double utility bill this month, but payments might not be as high as you think. Here’s what you need to know.
On Tuesday, the Department of Public Utilities (DPU) announced that around 5,000 customers in Richmond’s Southside will have to pay a one-time double utility bill this month. The announcement comes after the DPU noted an equipment failure in October that temporarily corrupted meter readings. Customers impacted by that corruption were not charged for October’s billing cycle in an effort to prevent anyone from paying the wrong amount.
The DPU has since corrected the issue and released a statement saying, “After an extensive review of the data over the last two weeks, a single, correct bill will be issued to impacted customers reflecting both the previous and current billing period.” The Chief Administrative Officer for DPU, Odie Donald II, said they’re aware of the inconvenience the delay in billing has caused and that they’ll only be billing for the base fees for one month to make up for the meter corruption issue. That means bills will be between $40-$50 less than they would be otherwise.
Speaking about the matter directly, Donald said, “Our goal is to deliver best in class service to our customers. That starts with consistent and reliable billing, but that doesn’t mean issues won’t arise. Service rises to elite status, when we proactively correct issues and our customers can have confidence that we will do what it takes to get it right.” He added, “This small adjustment is the first step in building that transparency and trust with our customers.”
Here’s how much you can expect to pay
The City of Richmond’s Department of Public Utilities stressed that late fees will not be charged in November. Impacted customers will receive notification from the DPU in the form of an updated utility bill, which will show the base fees owed for the billing cycle. Wastewater and water customers will see a $40 reduction, and wastewater, water, and gas customers will see about a $50 reduction due to DPU only charging those base fees.
The company went on to say that it will be incorporating new technology and equipment to better prevent another meter reading issue in the future. If you have any questions regarding your bill, DPU customers are encouraged to email the Customer Care Center at dpucustserv@rva.gov or to call them directly at 804-646-4646.
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