Contact: Colleen Roche (212) 788-2958
First, beginning in mid-May, all bills that appear to be too high or too low are being reviewed and, where appropriate, adjusted before mailing. If the bill is based on estimates as opposed to an actual reading of the meter, customers are being provided a written explanation. A special team of 19 customer services representatives have been deployed to perform this function.
Second, a series of 50 community meetings (some of which have already taken place) will occur over the next several months, and will provide local residents with the opportunity to resolve account-specific problems and to receive general information.
Third, since many of the problems relate to the ability to read a meter or incorrect meter readings, several actions are being taken in selected areas of the city. Inspectors will begin leaving notices where they are unable to read the meter, asking the owner/managing agency to do a self-read. Also, to improve access to commercial buildings, a pilot appointment system will be set up. And, in Staten Island, we have started a pilot privatization of meter reading.
Fourth, a new integrated voice response telephone system will be installed in the fall of 1996, providing callers with access to account information and the ability to key-in meter readings by phone.
The Mayor said, "Although there are many additional steps we will be taking, these initial actions will go far to remedy the problems experienced in the past. My office is continuing its review and will be making additional recommendations over the coming weeks".
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