Utility response to COVID-19 offers lessons in handling future crises

The COVID-19 pandemic and the resulting economic fallout created unprecedented problems for consumers. As the economy remains relatively weak and many utility customers struggle to pay their power bills, utilities are leveraging a variety of solutions in the form of assistance programs, proactive communications and flexible payment and debt arrangements that have helped alleviate customer anxiety and serve as a model for potential future crises impacting customers’ ability to pay.


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arrears billing covid-19 payment report