We understand that the recent combined effects of higher-than-expected natural gas costs and the rate impacts from the first natural gas rate increase in fourteen years have resulted in a difficult situation for our customers. Natural gas commodity prices, like those of nearly all other commodities, have seen a significant increase this year. While we purchase natural gas ahead of the winter season to secure off-season rates, and these costs are the exact costs customers pay – with no mark up, they are still higher than recent years. In addition, our most recently-approved rate structure introduced rates which are less dependent on fixed charges and more so on the amount of natural gas used, or the volumetric portion, giving customers more control. However, these combined have created financial challenges for many.
We know you have questions and are looking to us for answers. With an increase of over 30% in the number of calls to our customer service contact center, our ability to respond in a timely manner has been challenged. Our staff has worked overtime for months while we continue to add new team members and contract agents to ensure we can be available when you need us. We also encourage the continued use of our self-service functionality via our online account access and our automated telephone system to handle most common transactions.
We have extended protection from disconnection for our Southwest Indiana customers through May 31, 2022. As the weather improves, energy usage traditionally slows, giving customers the opportunity to see lower bills and catch up on any past balances. We continue to review options to assist our customers and our communities.
Understand your bill (PDF)