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Delinquency research · dataset 2026.08
Shut-off and delinquency information for Citizens Energy Group – Citizens Water and Wastewater
Only provider-specific public findings are stated as policy. A missing field is not replaced with a rule borrowed from another utility.
Provider-specific findings
Delinquency research for this provider
The notes below may document a rule or explain a specific public-information limit. Any active notice and direct provider confirmation remain controlling.
- Grace period
- Citizens’ water and wastewater tariff states that bills not paid within 17 days from the date the bill is mailed are subject to a late-payment charge. The exact statement due date should be treated as controlling; customers should allow time for mail and retail payments to post and should contact Customer Care immediately if the account is in disconnect status.
- Late-fee rules
- The published Citizens Water appendix applies a late-payment charge of 10% of the first $3.00 of water-service charges plus 3% of the amount over $3.00 when the bill is unpaid after the 17-day period. The January 1, 2026 wastewater tariff also states that a late-payment charge is added under Appendix A. Citizens may assess a delinquent-account collection charge for a field visit; customers should contact (317) 924-3311 for the exact current disconnect balance and any account-specific collection charge.
- Shut-off timeline
- A bill first becomes subject to late charges after 17 days from mailing. For a residential nonindustrial account, Citizens’ tariff requires at least 14 days’ prior written notice before water or sewer service is disconnected for nonpayment; the account cannot receive a nonpayment disconnect notice before it is delinquent. The disconnect notice identifies the proposed date and reason, and a field employee makes a reasonable attempt to identify themself immediately before disconnection. Indiana’s winter moratorium generally protects qualifying households from shutoff from December 1 through March 15 when an Energy Assistance Program application or approval is properly submitted, but customers should contact Citizens rather than assume automatic protection.
- Warning and notice protocol
- Citizens provides written disconnect notice by mail to the residential address on record or by personal delivery to the customer or a responsible household member. The notice must be clearly distinguishable from ordinary mail, identify the proposed disconnection date and specific reason, provide the utility telephone number for questions and rights information, and be delivered at least 14 days before shutoff. Citizens’ My Account alert program can also send optional e-mail, text, or voice messages for past-due balances, pending disconnection, and a formal disconnect notice. Customers can designate a third party for duplicate overdue-bill notices, which is especially useful for senior customers.
- Reconnection costs
- Citizens’ public payment pages state that a customer in disconnect status should contact Customer Service at (317) 924-3311 if the full disconnect amount cannot be paid so an arrangement can be reviewed. The tariff and account may include disconnect and reconnect charges, but the current public residential pages do not expose one universal standard-hours versus after-hours restoration amount. Payments at the 24-hour Meridian Street kiosk post immediately, while other payments may require posting and technician scheduling; customers should confirm the exact field charge and restoration timing before paying.
Documentation context
5 of 5 fields found
This is a record-completeness measure, not a customer-protection grade.
Indiana
32%
records with any shut-off detail
National
34%
records with any shut-off detail
Research record
Broad public detail found
5 of 5 fields in this section contain provider-specific public detail in dataset August 1, 2026.
Documented
100%
Primary verification routes
- Citizens Energy Group – Citizens Water and Wastewater public website ↗
Provider-controlled destination used to confirm current customer instructions.
- EPA Safe Drinking Water Information System ↗
Federal background on public water-system records and their limitations.