CHARLESTON W.Va. (WVDN) – Customers, even those with an email address or text on file with a utility, should not be forced into paying their utility bills electronically, the Public Service Commission of West Virginia ruled Tuesday.
“Paperless billing should be an ‘opt in’ choice for utility customers in West Virginia,” the Commission wrote in an order involving West Virginia-American Water Co. (WVAWC)
“The company is encouraged to increase its efforts to promote customer participation in paperless billing,” the Commission noted. “The company should consider incentivizing enrollment in paperless billing by offering a fair discount to customers who enroll in paperless billing.”
This issue was part of a petition filed by the company on June 7, 2024, to modify water and sewer rates.
The company proposed at that time automatic enrollment of customers in WVAWC’s paperless billing program if the customer had an email or text on file or had registered for the company’s online MyWater portal.
Staff resisted the proposal, saying the change would be burdensome to seniors and customers who lack reliable internet service.
More information on this case can be found on the PSC website: www.psc.state.wv.us. Click on “Case Information” and access Case No. 24-0519-WS-T.
