Service Disconnection

Information below includes:

Disconnection Process for Past Due Accounts

Kaukauna Utilities works with customers to avoid service disconnection whenever possible. Customers with past-due balances are encouraged to contact us early to discuss payment options.

The following steps outline our disconnection process for accounts with a balance of $100 or more past due.

1. Disconnect Notice

A disconnection notice is mailed on Fridays once an account’s past-due balance reaches $100 or more. Payment is due eleven days later, Tuesday, by 4:00 pm, the day before the scheduled disconnection date. Customers are encouraged to enroll in MyAccount and enable alert notifications, where disconnection notices can also be viewed. Kaukauna Utilities will continue to send monthly past due notices as a reminder during the Winter Moratorium (November 1 – April 15).

If the service address is a tenant account, a notice is also mailed to the property manager or landlord.

2. Door Hanger Notice

If the mailing address differs from the service address, or if no phone number is listed on the account, a door hanger notice is delivered the following Wednesday to ensure the occupant is aware of the pending service disconnection.

3. Contact Attempts

Beginning 10 days after the disconnection notice is mailed, Kaukauna Utilities attempts to contact the customer using the information on file.

Contact attempts may include:

  • Automated phone calls
  • SMS text messages
  • Email notifications

These reminders are why it is important to keep your contact information up to date.

If contact attempts are unsuccessful, an additional attempt is made the following Tuesday to notify the customer that payment is due by 4:00pm that day to avoid disconnection.

4. Disconnection Date

If payment or arrangements are not made, service is scheduled for disconnection on Wednesday by 10:00am.

Service will not be disconnected during an active weather advisory for extreme heat or cold. Disconnections will resume once the advisory has lifted.

5. Deferred Payment Agreements (DPA)

Customers who are unable to pay the full past due balance may request a Deferred Payment Agreement (DPA). Payment arrangements are negotiated based on the customer’s circumstances, and customer rights and responsibilities will be explained at the time the agreement is established.

If a DPA is defaulted this calendar year, or there is poor payment history during the Winter Moratorium, a minimum payment of 50% of the total account balance is required before a new agreement can be established.

6. Avoiding Disconnection

Customers are encouraged to contact Kaukauna Utilities as soon as possible if they are having difficulty paying their bill. Early communication allows us to discuss payment options and help avoid service interruption.

Kaukauna Utilities Customer Service

Phone: 920-462-0234
Email: kumail@ku-wi.org

Critical Medical Need for Electricity

If someone in your household has a critical medical condition that requires electricity, you may qualify for a temporary extension of electric service.

To request this extension:

  1. Contact Kaukauna Utilities to request a Critical Medical Needs form.
  2. The form must be completed and signed by a licensed medical professional.
  3. The completed form must be submitted to Kaukauna Utilities before the payment deadline listed on your disconnection notice.

Once approved, the form provides a single 21-day extension of electric service to allow time to:

  • Make payment of the past-due balance, or
  • Establish a DPA.

Important Information

A Critical Medical Needs form does not eliminate the past-due balance or prevent disconnection indefinitely. After the 21-day extension period, service may still be disconnected if payment or acceptable arrangements have not been made. Customers with critical medical needs should always have a backup plan in place in the event of a power interruption. Maintaining backup power or alternative care arrangements is the customer’s responsibility.

Dispute Process for Customers Scheduled for Disconnection

If you receive a notice that your utility service may be disconnected and you believe the notice or amount due is incorrect, you have the right to dispute the matter.

Step 1: Contact the Utility Immediately

Customers who wish to dispute a disconnection notice should contact the utility as soon as possible after receiving the notice. When you contact us, please explain the reason for your dispute and provide any supporting information.

Kaukauna Utilities Customer Service

Phone: 920-462-0234
Email: kumail@ku-wi.org

The utility will:

  • Promptly investigate the dispute.
  • Review the account and any relevant billing or service information.
  • Communicate the results of the investigation to the customer.
  • Attempt to resolve the issue through discussion or negotiation.

Step 2: Investigation and Resolution

During the investigation process, the utility will work with the customer to resolve the issue. Possible outcomes may include:

  • Correction of a billing error, if applicable.
  • Explanation of the charges or account status.
  • Establishment of a DPA (payment plan), when appropriate.

If a customer disputes a disconnection notice, utility service will not be disconnected while the dispute is being investigated unless there is a safety concern.

Step 3: Contact the Public Service Commission of Wisconsin

If the dispute cannot be resolved directly with the utility, the customer may request an informal review by the Public Service Commission (PSC) of Wisconsin.

PSC staff will:

  • Review the information provided by both the customer and the utility.
  • Conduct an informal investigation.
  • Recommend a resolution or settlement.

Customers must first attempt to resolve the dispute with Kaukauna Utilities before contacting the PSC.

Public Service Commission of Wisconsin – Consumer Affairs

Phone: 1-800-225-7729
Website: Public Service Commission of Wisconsin

Service Reconnection Process

If your service has been disconnected due to a past-due balance, it may be restored once the required conditions are met.

1. PAYMENT REQUIREMENTS

Before service can be reconnected, payment and/or arrangements must be made. This may include:

  • Payment of the past-due balance, or
  • Payment of an agreed-upon amount as part of a DPA, and
  • Payment of any applicable reconnection fees

All payments must be received and verified by Kaukauna Utilities before reconnection can be scheduled.

2. CONTACTING THE UTILITY

Customers must contact Kaukauna Utilities to request reconnection.

During Business Hours (Monday–Friday, 7:30 am – 4:00 pm) – $45 reconnection fee:
Contact Customer Service to request reconnection.

Kaukauna Utilities Customer Service
Phone: 920-462-0234
Email: kumail@ku-wi.org

After Business Hours – $80 reconnection fee:
Customers must call Kaukauna Utilities 24/7 Operations Department to request reconnection. Payment of the full past due plus applicable reconnection fee must be received.

KU Operations Department
Phone: 920-766-5988

Operators are not able to negotiate DPAs. DPAs must be established during normal business hours by contacting Kaukauna Utilities Customer Service.

3. RECONNECTION SCHEDULING

Service will be restored the same day if payment or arrangements are completed and access to the meter is available, if required.

Reconnection times may vary depending on workload, weather conditions, or other operational factors.

4. ACCESS REQUIREMENTS

If the meter or service equipment is located inside the property or otherwise inaccessible, the customer must ensure that access is available at the time of reconnection. Failure to provide access may delay restoration of service.

5. SAFETY REQUIREMENTS

For the safety of customers and Kaukauna Utilities personnel, the following conditions must be met prior to reconnection of service:

  • All generators must be shut off and disconnected from the customer’s electrical system to prevent backfeeding
  • No temporary or unauthorized connections to other power sources are permitted (including extension cords connected to another service)
  • The customer’s electrical equipment must be in a safe operating condition
  • Any damage to the meter, meter socket, or service equipment must be reported to Kaukauna Utilities prior to reconnection
  • If required, repairs must be completed and inspected before service can be restored

Kaukauna Utilities reserves the right to delay reconnection if unsafe conditions are identified. Service will only be restored once all safety concerns have been addressed.

6. IMPORTANT INFORMATION

  • Reconnection is not automatic – customers must contact the utility after resolving the past-due balance.
  • Services disconnected for nonpayment will only be restored after all requirements are met.
  • Repeated disconnections may result in additional deposit requirements and stricter DPA payment terms.

Customers are encouraged to contact Kaukauna Utilities as soon as possible to restore service and avoid further interruption.