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Citizens to Improve Customer Service

INDIANAPOLIS-- On October 1, it will be significantly easier for customers to do business with Citizens Energy Group when it implements an initiative for one bill, one payment, one call and one website.
“Providing excellence in customer service is something on which Citizens’ employees pride themselves,” said President and CEO Carey Lykins. “During the water and wastewater acquisition, Citizens committed to making customer service more efficient and effective. Just one year since the acquisition, we’re already fulfilling that commitment.”

Service Enhancements

  • One Bill –Rather than receiving multiple utility bills, most residential customers in Marion County will receive one bill with separate charges for gas, water and sewer services. Reducing processing and postage will save about $1 million annually. Citizens will pass the savings onto customers.
  • One Payment – Most customers in Marion County will only have to manage one payment for their gas, water and sewer bill, rather than separate payments for each.
  • One Call – Customers needing assistance with an issue related to their gas, water or sewer bill will call one number, 924-3311. For the next two weeks, customers should continue to call 631-1431 for questions about their water bill.
  • One Website – Rather than visiting multiple websites for utility questions or concerns, customers will find all the information they need at CitizensEnergyGroup.com.
“One of the initiatives we’re most excited about is monthly meter reading,” said Lykins. “Instead of reading water meters every other month, we recently began reading all meters every month, weather permitting. This will eliminate estimated bills, a current practice many of our customers dislike.”
In addition to these changes, budget billing will be available to all qualified customers, not just those with gas service. All customers also have the option to pay bills online or over the phone via the free EasyPay option.  Customers can also utilize automatic bank deduction to have their combined bill amount deducted each month from either their checking or savings accounts.
Financial assistance and flexible payment arrangements will be available on the total bill for customers in need. Previously financial assistance was only available to gas customers. Customers needing more information or those with questions should call 924-3311 or go to www.CitizensEnergyGroup.com and click Contact Us.

About Citizens Energy Group

Citizens Energy Group provides safe and reliable utility services to about 800,000 people in the Indianapolis area. Citizens operates its utilities only for the benefit of customers and the community. Additional information is available online at Facebook - Twitter - LinkedIn - YouTube

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