Citizens Energy Group cares about our customers and our community, and we are well prepared to ensure our vital utility services are not interrupted during the COVID-19 emergency.
Below are answers to some frequently asked questions about our operations during this time of uncertainty. Additional updates will be posted as they arise.
Will utility service provided by Citizens be interrupted by the COVID-19 outbreak?
Citizens Energy Group anticipates utility service will not be interrupted due to disruptions from COVID-19.
Will your call center remain open during the COVID-19 crisis?
Citizens’ customer service team is available to serve customers by phone at (317) 924-3311. We anticipate increased call center demand and request that customers consider using self-service options when possible, including those available at www.CitizensEnergyGroup.com.
I am unable to pay by my bill due to disruptions caused by COVID-19. Will Citizens provide me help and defer disconnecting my utilities?
Yes. We are suspending all utility disconnections during the COVID-19 public health emergency, in accordance with an executive order issued by Indiana Governor Eric Holcolmb. Citizens will work with customers to establish flexible payment arrangements to allow customers to catch up on past due bills. Please contact our call center at (317) 924-3311 to speak to a representative regarding options.
I was contacted by phone by someone threatening to disconnect my utility service if I don’t pay my bill. Is this legitimate?
We have received reports of scammers who continue to target customers, threatening disconnection of service and asking for immediate payment over the phone. Please be aware that Citizens never asks for personal information over the phone nor demands payment using a specific method, such as pre-paid debit, or “Green Dot” cards. Scammers are using sophisticated tactics. Sometimes they make Citizens’ phone number appear on the caller ID, even when the call DOES NOT come from Citizens. Citizens would like to remind customers of our process for requesting and receiving customer information for billing purposes:
- If Citizens does call a customer, our representative will have specific and accurate information related to the customer's billing and account.
- If Citizens employees or contractors visit your home or business, they will carry a Citizens identification badge.
- Citizens does not require or strongly recommend a specific payment method or type. We offer a variety of payment options so customers can select the one that best suits them. Be on alert especially if someone demands payment by pre-paid debit (often referred to as "Green Dot"), or Bitcoin, a type of cryptocurrency.
- Especially, Citizens reminds customers not to provide personal information or comply with requests for payments unless they are confident with whom they are speaking. Customers are asked to notify Citizens at (317) 924-3311 if they receive a call and are unsure whether the caller is truly a Citizens employee.
Will Citizens reconnect my water service?
Given the hardship caused by COVID-19, our goal is to do our very best to try to get our customers’ water service reconnected as soon as possible. See our March 23 announcement on reconnecting utility services.
Can the COVID-19 virus spread through drinking water?
According to the U.S. Centers for Disease Control and Prevention (CDC), COVID-19 has not been detected in drinking water in the United States. Water treatment methods that use filtration and disinfection, such as those used by Citizens Energy Group, should remove or inactivate the virus that causes COVID-19.
Can the COVID-19 virus spread through sewage systems?
Although transmission of COVID-19 through sewage may be possible, there is no evidence to date that this has occurred. This guidance will be updated as necessary as new evidence is assessed. Data suggest that standard municipal wastewater system chlorination practices are sufficient to inactivate coronaviruses.
If a Citizens employee shows up at my home for a service call, can I be assured they do not have COVID-19? Have your employees been tested?
Citizens employees have been advised that if they have any symptoms of COVID-19 or other respiratory illness, such as fever and a cough, they should stay home and call their primary care physician. Citizens employees will only be tested for COVID-19 if a test is ordered by their primary care physician.
Citizens has provided its field employees with additional personal protective equipment, including face masks. The employees will be wearing the masks and other equipment not because they pose a risk, but to help make customers feel more comfortable while they’re in their home.
What else is Citizens doing to protect people from COVID-19?
Citizens is instructing all its employees to practice social distancing, which means keeping at least 6 feet away from members of the general public and co-workers as they perform their work. Office employees who are able are working from home. The company also has suspended in-person business meetings of 10 employees or more and suspended all non-essential work-related travel.