MLGW is releasing utility bills to customers who may not have received a bill in months. Impacted customers will receive a separate bill for each month of service and that means some customers will receive multiple bills within a short period of time until they receive their most current bill.
Why?
Earlier this year, we discovered and alerted customers that we identified manufacturer-related gas and/or water meter register malfunctions (many showing zero usage) affecting our ability to generate timely bills for impacted customers. While the number of failing meter parts are minimal compared to the overall number of meters we monitor, the pace in which failures have occurred, coupled with the inability for the supply chain to meet the pace of those failures, have caused the increase in bills delayed because repairs can’t be completed fast enough.
What are we doing?
We have added staff. To process delayed bills faster, the staff dedicated to processing bills manually has increased from 5 to 25 team members.
• Automation is underway. To get bills out even faster, we’re automating manual processes.
• Minimize this from happening again. We have contracted with Utility Partners of America (UPA) to help repair gas and water meters not registering usage.
If I have a delayed bill what do I need to do?
Read our short FAQs and more details.
Contact us within 30 days of receiving your utility bill if you need to make a payment arrangement.
o By phone: (901) 544-6549
o Web: mlgw.com/webchat
o MLGW My Account: The MLGW My Account app offers self-service payment arrangement options.
o In person at one of our Community Offices. (Use our Qless app to reduce wait times).
o You may be eligible to apply for available funding
Additional resources
o Video: President McGowen addresses press about delayed bills
o Press Release: MLGW releasing bills delayed due to meter register failures
o MIFA website
Memphis, TN 38103