How to Communicate With Customers About the End of Shutoff Moratoriums
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- Apr 9, 2021 4:39 pm GMTApr 9, 2021 4:36 pm GMT
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As the COVID-19 pandemic begins to recede, more utilities will be ending their shutoff moratoriums. In some cases, it will be because states lift their moratorium mandates. For example, Illinois recently ended its moratorium on utility shutoffs. The end of moratoriums will leave some customers vulnerable, which is why utilities must communicate effectively to ensure those who still need help can get it.
Provide Advance Notice
As soon as you know you will end your shutoff moratorium, start a promotional campaign to let customers know. Spread the word on social media, with bill inserts, in ads, and using any other usual communication methods. It may be especially helpful to have someone speak with local news media so customers can see the utility represented by a friendly face.