Include debt forgiveness as part of your bill-relief strategy

Key takeaways

• Customers who lost income during the pandemic have struggled to pay utility bills, have accumulated debt in past-due balances, and are in need of bill relief.
• Offer an arrears management program (AMP) to forgive residential customers’ debt and help them get back on track. Allow customers to miss one or two payments without the penalty of being removed from the AMP.
• Communicate all the bill-relief options customers have available to them, including budget billing, no-cost energy-efficiency measures, and other funding assistance.