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Utility Billing Department
64 East Walnut Street
Westerville, OH 43081
Phone: (614) 901-6430
Fax: (614) 901-6820
Email: askutilitybilling@westerville.org
Office Hours: Monday through Friday 8:00 a.m. to 5:00 p.m.

 

Welcome to the Utility Billing Department

The Utility Billing Department is responsible for meter reading, billing, collections and customer service for over 16,000 accounts for the following utility services: electric, water, sewer and refuse. The Utility Billing customer service office is located at 64 East Walnut Street, just one block east of the intersection of State and Walnut Streets. Our hours of operation are 8 a.m. to 5 p.m., Monday through Friday, and our telephone number is (614) 901-6430.

Service Initiation

When requesting utility service, please notify our customer service department at (614) 901-6430 two to three working days before the date you want your service to begin. Our customer representative will assist you in setting up a utility account based on required information obtained when you call to request service. On your service initiation date, our meter reader will obtain readings from which your billing history will start.

How Charges are Calculated

Electric meters measure electricity usage in kilowatt hours (kWh); water and sewer usage is measured in hundred cubic feet (one Ccf is equal to 748 gallons). Electric and water meters are read monthly, and sewer units for billing purposes are derived from the number of water units metered. Your assistance in providing access to the meters is greatly appreciated so that we can produce accurate, timely utility bills. When meter reading is prevented for any reason, a self-read card is left on your door for use in phoning in your readings to customer service (614) 901-6430. When readings are not obtained, monthly usage for billing purposes is estimated.

Charges for each utility service are calculated monthly from metered consumption. Rates for electric, water and sewer service include a minimum service charge, as well as step rates for various levels of usage. Refuse service is billed as a flat rate and a senior discount is available for residential refuse customers age 60 or over. Current rate information and sample calculations are available here.

The City of Westerville is undertaking a Smart Metering program. For more information, go to Services/Electric/Advanced Metering.

Utility Bills

Bills are mailed by the last business day of each month with a due date of the 15th of the following month. Your bill includes meter and consumption information used to calculate utility charges. In addition, your utility bill contains 13-month graphs to illustrate your usage patterns for electric and water service. Enclosed with each bill are a remittance stub and a return payment envelope.

Budget Billing

The City of Westerville offers a budget billing option to residential homeowners with at least one year of history with the City. With budget billing, you are required to make a budgeted payment each month that is approximately equal to the average monthly utility charge during the prior 12-month period. Although the budget amount to be paid each month remains the same, actual charges are calculated monthly, and any difference between the amount paid and the amount charged is held as a deferred balance. Once annually, a settle-up process occurs, and budget customers are required to pay actual and any deferred balances remaining from the current budget year. This option can be helpful to customers who wish to level out their utility payments and reduce payment difficulties experienced during high usage months. For more information or to enroll by telephone, call 901-6430.

Payment Options

Payment of utility charges may be made with cash, check, money order, through on-line bill payment services offer by banks or other service providers, or by using our bank draft option.

Our bank draft program allows for the amount of your account balance to be electronically withdrawn from your bank account each month on the due date. A bill is still provided to you so that you’ll know in advance what amount will be withdrawn on the due date. To enroll in the bank draft program, please complete and return the form.  A voided check must be included with the completed form so that we use correct banking information.

Payments are also accepted in person at 64 East Walnut Street between the hours of 8:00 a.m. and 5:00 p.m., Monday through Friday. Mailed payments should be sent to the following address:

City of Westerville
Utility Billing Department
PO BOX 6107
Westerville, OH 43086-6107
 

For your convenience in making payments after hours, there are night drop boxes at the following locations: 64 East Walnut Street (drive-up box, street side, opposite the flag pole) or 21 South State Street (drive-up box in the rear parking lot).  Please do not place cash in any of our night drop boxes.

Terminating Utility Service

When you wish to request utility service termination, please notify the Utility Billing Department two to three working days before you want your service to end. Our customer service representatives will schedule final meter readings and request a forwarding address for your final bill.

We’re Here to Help

Our customer service representatives are available to assist you with questions, issues and concerns you may have regarding your electric, water, sewer or refuse services. With the use of our customer information system, they are able to quickly look at your utility account to discuss charges, payments or other aspects of your account history. If you need to discuss options to resolve your account balance, our representatives will be happy to assist you in working out a payment plan.

You are urged to contact our customer service representatives if you suspect a problem with your electric or water meter or your utility service in general. Our field technicians are available to investigate your concern and will advise you of the findings and resolutions. CAUTION: Touching an exposed, energized meter can lead to serious injury or death. Further, tampering with or bypassing a utility meter constitutes a theft offense and can result in a fine and/or imprisonment. Please don’t risk meter tampering . . . your life could depend on it.

Important Numbers

Billing or Account Questions:

  Call the Utility Billing Department at (614) 901-6430 

  E-mail us at utilitybilling@westerville.org

Electrical Outage:

  Call the Electric Division at (614) 901-6700 or Utility Billing at (614) 901-6430

Water Quality or Water Service Questions:

  Call the Water Department at (614) 901-6770

Sewer/Water Emergency:

  Call our Service Department at (614) 901-6740

Refuse Service:

  Call our Service Department at (614) 901-6740

Heating/Cooling Payment Assistance

If you need help paying your heating or cooling bills, call HEAP toll-free at (800) 282-0880 during regular business hours (7:00 a.m. to 5 p.m.), Monday through Friday. For the hearing impaired with a TDD, telecommunication device for the deaf, call toll-free number (800) 686-1557 or in Frank County, call (614) 752-8808. The FAX number is (614) 728-6832.  To obtain information about guidelines for assistance and an application form, visit the Ohio Department of Development website at http://development.ohio.gov/.

Planning to Dig?

Anyone planning to dig in Ohio must call 811 or 1-800-362-2764 at least 48 hours before you dig. The Ohio Utilities Protection Service will notify your utility companies and member companies will mark their lines. Calling before you dig is important not only for safety reasons, but also because it is the law.
Last updated: 11/30/2011 10:07:04 AM