As the COVID-19 pandemic rapidly evolved in recent weeks, utilities and regulators were quick to suspend disconnections. Utilities wanted to ensure that, in the midst of rising unemployment and increasing stress, customers didn’t have to worry about being without power.

While disconnections have stopped, however, billing has not. So, what happens when the crisis is over and there are thousands of overdue bills to collect?

To answer this and other pressing questions, Chartwell put together an upcoming webinar panel discussion featuring speakers from PSEG, SMUD and National Grid. The panel will discuss how to:

• Show empathy for customers while maintaining the integrity of the billing process
• Communicate with low-income customers
• Communicate with C&I customers
• Create payment plans for customers in difficult circumstances