By Benjamin Rothstein

DOVER — Residents who receive city electricity services and miss a payment can quickly find themselves on a disconnect list, a process the Committee of the Whole tackled Tuesday.

As explained at the meeting by Allison Haines, the city’s interim customer service director, the procedure is as follows:

Bills are due 21 days from the billing date, which is the first day of every month and noted on the invoice. Customers can pay by that date or request an up-to-seven-day extension; however, such delays are not automatic.

“We want to have it paid by the first of the next month because, if your next bill comes out, we don’t want you to fall behind. So, that’s how people get caught up on a disconnect,” Ms. Haines said.

She admitted that her department does not have enough employees to shut down services the day after a bill is due, so workers disconnect in routes and often take into account a customer’s history, noting, for instance, previous delinquencies.

An extension that is not followed may also be a higher priority for a disconnect.

Residents placed on the disconnect list but who have a favorable history may be left a reminder on their door instead of being shut off, though this incurs an extra fee. Ms. Haines said a door hanger typically has a two-year period before a customer could receive another.

She added that the only notification of a due date is the date on every customer’s original bill. A second notice comes only if the city has an email for the individual. Finally, a phone call may be made if the department has time.

This process has been in place since 2017, Ms. Haines noted.

Councilman David Anderson asked how the city supports those who may have difficulty paying for their electricity.

“Our problem is that people will wait until they have a disconnect before they say they have an issue,” Ms. Haines said. “The problem is: That is on the customer. They have to take that initiative. They have to call. They have to provide those documents to see if they can get those resources,” referring to information online about support services.

Councilman Brian Lewis took issue with the department’s methods and said after the meeting that he is considering introducing a resolution to change them.

“My concern is with people that are experiencing hardship situations. We have, like, a lot of senior citizens, and you know, I’ve been contacted by a few whose electric has been disconnected,” he said.

He also noted unexpected medical situations and older adults receiving financial support, but Ms. Haines again said that it is up to the individual to contact the city and make arrangements. And, if a resident has a medical device that he or she needs to live, only enough power for that device would be provided — though, after 30 days, she said the electricity would be cut completely without payment.

Council members Andre Boggerty and Tricia Arndt both defended the division, noting the number of citizens the system covers, the user-friendly website and kind customer service representatives.

“You can know everybody’s situation. And it is incumbent upon customers to call. How do I know? Because I was away one time, and I get my emails, my texts or whatever it is and found out that I was late. Guess what I had to do in the middle of my vacation? Pull out my phone and pay my bill because I’m an adult,” Councilman Boggerty said.