Customers with balances remaining on their accounts after the due date will have a penalty applied to the remaining balance. The penalty is 1.5% of amount due and is noted on the original bill.
Notices are sent out if payments are not received by the due date.
Past Due Notice - sent the business day following the due date. Customers are given twelve (12) business days to pay their balance before a disconnect notice will be delivered.
Delivery Slip – is delivered to the premises twelve (12) business days after the Past Due Notice. If a balance over $50 remains after the due date on the Past Due notice, a $30 charge is added to the balance due.
Customers are given 48 hours to pay their balance before their electric and/or water service is disconnected.
Disconnection of Service
If the service has been turned off due to nonpayment, a $45 reconnect fee is added to the balance due.
Once a customer is disconnected, the entire past due balance along with the $45 reconnect fee must be paid in full before service will be restored.
Note: Once the past due balance and the $45 reconnect fee is paid the service will then be turned on. The service will be turned on between the hours of 3 P.M. and 5 P.M. of the day of payment.
Prior to the disconnection step, if a customer has extenuating circumstances, forgets to pay their bill, or is having difficulty paying their bill, there are options available to assist with payment of the bill.
The options are:
- Call Utility Office to make a Promise to pay. This promise must be fulfilled and not go past the next bill due date
- Setting up a payment agreement - customers wishing to set up a payment agreement must stop by the Utility Office in City Hall to sign a reasonable payment agreement. In most cases, the goal is to have the past due amount to be paid within 12 months.
- Low income individuals can apply for assistance at Upper Des Moines Opportunity (UDMO) 711 Seneca St Phone 515-832-6451