UI Redesigns Monthly Bills to Increase Readability for Customers

Redesigned bill makes it easier for customers to understand their energy usage, billing status, and rate information


ORANGE, Conn. — February 1, 2024 — United Illuminating (UI), a subsidiary of Avangrid (NYSE: AGR), announced today the company has redesigned customers’ monthly electricity bills to improve readability and promote customer understanding of their monthly energy usage. Beginning in the February billing cycle, customers’ bills will include colored and bolded text highlighting account details, amount due, billing summaries, company contact information, and upcoming meter readings. The redesign also provides a clear breakdown of customers’ charges by Supply, Transmission, Local Delivery, Public Benefits, Miscellaneous Charges, and Credits as well as a detailed graphic displaying usage information and average temperature data.

“Monthly bills are the first line of communication with our customers, which is why we’ve gone the extra mile to create a new and improved customer billing experience so our customers can make smart choices about their energy usage,” said Frank Reynolds, President and CEO of United Illuminating. “I am proud that years of collaboration with the Public Utilities Regulatory Authority (PURA) is coming to fruition with this new bill redesign. Our team has worked hard to establish an approach that is in our customers’ best interest and is consistent with PURA’s review process. I look forward to seeing the redesign’s positive impact on customers as we move through the new year.”

The bill redesign process dates back to 2020, when the UI Customer Service team presented early redesigned bill mock-ups to the Public Utilities Regulatory Authority (PURA) Office of Education, Outreach, & Enforcement (EOE). In December 2020, PURA opened Docket No. 14-07-19RE06, which sought to facilitate residential customers’ understanding of electric bill components and utilities’ websites through a comprehensive bill redesign for both UI and Eversource. Accordingly, UI provided PURA and the EOE with their billing and website solutions in accordance with the docket, while continuing to provide timely and accurate rate and supply information. The approved modifications that launch this month provide valuable tools for customers to better manage their energy use.

“UI’s bill redesign promotes transparency with our customers on their monthly bills,” said Tracey Pelella, Vice President of Customer Service at United Illuminating. “Through the redesign, our team has created a more efficient framework for homeowners and business-owners to understand their monthly bills and the breakdown of costs. We hope customers will find added value with these changes so they can better manage the impact to their energy wallet.”

Customers can learn more about the new bill design, including a sample of the new layout, at www.uinet.com/samplebill. For more information on understanding your energy usage, current and previous bill inserts, or pricing and rates visit, https://www.uinet.com/es/understand-your-bill. 

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