Citizens Energy Group is in the process of replacing its Customer Information System (CIS) and plans to go live with the new system on Monday, July 27th.
For most customers, the only noticeable difference will be a change to their account number which will now be ten digits with no dash. Existing 12-, 14- and 16-digit account numbers will still be recognized for a period after the transition to allow customers time to update their banks and automated payment vendors.
EnerLink users will be transitioned to a new platform called Citizens EnergyLink (CEL) for easy access to account summary, bill statements and interval usage data. Here’s a sneak peak of the CEL screens.
Additionally, the bank account number used to push your payments to Citizens Energy Group will be changing. To ensure your ACH payments to your Citizens accounts are posted correctly this information will need to be updated.
Our Key Account Coordinators will assist in establishing your login and answering any questions you may have related to the system and the available user training guide. They are available between the hours of 8:00 a.m. and 4:30 p.m. Monday-Friday. Please call them on our Citizens Thermal Customer Service line, (317) 261-8794.
Transition PeriodDuring the system upgrades outlined above there will be a short period of time in which customers will not be able to access some online forms or make online payments.
Beginning Wednesday, July 22nd at 4:00 pm and lasting until Monday, July 27th at 7:00 am, Permits and Forms (Water and Wastewater Permitting and Gas New Service Applications) will not be available for submission. In addition, we will be unable to process payments for permits during this time.
If you have a permit that has already been approved or a service line or tap that has already been completed and you need to schedule an inspection or meter set, please call our New Service Contact Center at (317) 927-4444 between the hours of 8:00 a.m. and 4:30 p.m. Monday-Friday to schedule. You can also send an email to newservice@citizensenergygroup.com.
If you need to make an emergency water or sewer repair during the outage, please call (317) 927-4444 to provide notification in advance. If the repair occurs after hours, follow normal after-hours protocol and be sure to leave our team a voicemail message including the address of the repair. In either case, you will need to submit the permit application on Monday, July 27th to ensure the permit is recorded.
We apologize for the inconvenience and we thank you in advance for your understanding.