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Utility Billing Delinquent Process to Resume

Utility Billing Delinquent processing will begin March 1, 2022
In response to the COVID-19 pandemic and the resulting financial challenges, delinquent processing for utility billing charges was suspended in September 2020.
On March 1, 2022, the City will begin delinquent processing for outstanding utility charges. City staff will begin the process on utility collections by using the interactive call out phone system that will notify customers of their outstanding balance, provide them assistance agency phone numbers, and offer payment plan options. We will use this system in March as notification only.
Beginning in April, the City will return to our standard process for delinquent processing. Each customer that is delinquent more than $50 will receive an automated call out notification upon delinquency. Utility charges are due upon receipt of the current monthly billing, however charges are not considered delinquent until a subsequent billing process. There is a $10 charge for the delinquent notification and will only be charged once per account per month of notification. If payment or arrangements are not made, a service person will attempt in good faith to reach a person at the service location to inform them that termination is imminent and explain the alternatives and that assistance is available. For questions regarding the delinquent process, please refer to Ashland Municipal Code 14.02.

Why is the City suspending the moratorium on delinquent processing?
Maintaining a financially resilient utility system is imperative to the ongoing health and safety of our community. As of December 2021, the delinquent charges on utility accounts have risen $1.2 million dollars in comparison to December 2019 prior to the beginning of the pandemic. To continue supporting our utility system, the City must begin a return to regular business practice. The planned approach will be phased in order to minimize the impact while transitioning back to normal practices.

Payment Plan Options
The City recognizes that our residents and businesses may be affected in different ways and encourages them to contact the Utility Billing staff to develop custom payment plans.
  • Residential customers can request a 12-month payment plan to pay for their delinquent charges.
  • Commercial customers can request a 6-month payment plan to pay for their delinquent charges.
We are here to help you. Please contact the Utility Billing staff at or (541) 488-6004.

What should I do if I am behind on my utility payments?
Please be proactive if you are facing financial hardship. The City partners with several organizations that offer Residential Utility Assistance.
Access (541) 779-9020
Adult and Family Services (541) 482-2041
Salvation Army (65 and older) (541) 772-8149
St. Vincent DePaul (541) 708-5650
Options for Helping Residents of Ashland (541) 631-2235
Jackson County Fuel Committee (541) 488-2905
The City also offers assistance programs. Please click here for the Cityís assistance programs.

Will I face late charges or other penalties for non-payment?
The City does not have late fees. A $10 delinquent notification fee will be assessed on each account. If services are disconnected, there is a $30 reconnection fee during regular working hours of the Electric Department (M-F 8:30A.M.-3:30P.M.) or a $125 reconnection fee for all other hours, weekends, or holidays. If your account is delinquent, please contact us as soon as possible to avoid additional fees.

How can I pay my bill?
The City offers several different payment methods at no additional cost to the customer.
Call Utility Billing at (541) 488-6004 to speak directly to a representative during business hours and pay with Visa or MasterCard.
Call our 24/7 automated payment line at (541) 201-2089 and pay with Visa or MasterCard.
Visit our Customer Central online portal and pay with Visa, MasterCard, or checking account information. Click here to be redirected to Citizen Self Service.
There are several drop boxes in Ashland. Please do not deposit cash payments at these locations.
  • The corner of City Hall at 20 E Main Street
  • The Plaza across from City Hall
  • The Ashland Police Department parking lot at 1155 E Main Street
  • The Stevenson Union at SOU
  • The Albertsonís parking lot at 2301 Ashland Street

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