Attention Oak Ridge Utility Customers! 

As you may know by now, the City of Oak Ridge Utility Business Office has transitioned to a new billing software. Several changes to our customer bills have caused confusion and concern. For example, billing dates have changed, customer portals where you can sign up for automatic payments are different and there are others.

While bank drafts remained in place, for example, budget billing arrangements did not.

Literally, thousands of customers are attempting to call in and ask questions about these and other concerns.

Adding to the confusion, onsite support is complicated by COVID travel restrictions. To add insult to injury, our credit card systems went down on Friday morning leaving customers unable to make payments online or in person if paying by credit or debit card.

To be completely honest, the software conversion has had significantly more issues than we expected.  The software itself is great, but some information is from the old system and some from the new system and it is causing a lot of issues. We want to assure you that when this software is completed and functioning correctly, it will be great.

Please bear with us during this transition and please be patient. Also, please review the changes we warned you about in the insert that came with your first bill, the information posted on our City website: OakRidgeTN.gov, in the newspaper, and on City of Oak Ridge social media platforms.  

This information is the quickest and best way to get answers to the questions you may have.

I also ask that if you do not have a critical situation, consider waiting a couple of weeks before calling in, for example, to re-establish budget billing. Our small staff is doing the best they can. They are swamped and the phones are overloaded. Even with everyone working long hours and handling a phenomenal number of calls, wait times have approached an hour for some callers.

All of this will work out in time. 

But for now, we need your patience and support.

Thanks,

Jack Suggs

City of Oak Ridge Electric Director