Customer Communications After Remote Reconnect
By Heather Siebken, Director, Councils & Marketing | 1-minute read
Remote connect and disconnect capabilities have delivered significant operational efficiencies for utilities, reducing truck rolls, lowering costs, and improving service restoration times. But as more utilities embrace these technologies, a practical question is emerging: How much guidance should customers receive before power is restored?
For customers returning to service after a nonpayment disconnect, an unexpected reconnection can create safety concerns if appliances, equipment, or other electrical devices were left on. As utilities continue to balance operational efficiency with customer safety and communication best practices, what information should customers receive before service is restored and what factors should influence that decision?
One of our members is currently reviewing its remote connect and disconnect processes and would like to benchmark industry practices. Specifically:
- Does your utility advise customers to take precautions before service is connected or reconnected following a nonpayment disconnect?
- If so, what language do you use, and where is it communicated (website, letters, emails, text messages, bill inserts, or other channels)?
- Do you know whether this messaging is driven by regulatory requirements, internal risk management policies, or utility best practices?
Understanding how peers are addressing this issue can provide valuable insight. If your utility has experience in this area, or even if you simply have thoughts on how they should be handled, please share your approach through the form below. Responses will help inform industry understanding of emerging practices around remote reconnection communications.
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Heather Siebken is a product and marketing leader and customer experience expert with more than 25 years of experience driving innovation, customer engagement, and strategic growth. She currently leads councils and marketing at Chartwell, where she designs industry forums and content that help utilities establish a customer experience strategy to navigate customer expectations and digital transformation.
Previously, Heather led product development and marketing at Omaha Public Power District, where she oversaw a broad portfolio of customer energy solutions spanning energy efficiency, demand response, electrification, and customer assistance programs. She is known for her strategic foresight, storytelling, and ability to translate complex trends into actionable business outcomes.
