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Billing

WHAT IS THE METER CHANGE-OUT / AMI PROGRAM?

This system wide program will replace existing electric and water meters with a new type system (MIU) allowing MEWS to obtain readings using radio frequency technology. Meters are mechanical devices that wear with usage. The installation of new meters will lead to more efficient monitoring of electric and water consumption throughout MEWS’ service area which will result in electricity and water rate control and other customer service enhancements.

HOW DOES THE METER READING SYSTEM WORK?

The tower based reading system provides daily meter readings from each account and reduces the costs associated with meter reading. Each remote transmits readings to our strategically placed collection system. The reading is then sent back to our main office. Each meter has a unique identification number that insures that only your reading is being assigned to your account. Your account will continue to be billed in the manner that it is presently. The meter reading system will improve service to all of our customers.

WHAT ARE SOME OF THE SERVICE ENHANCEMENTS/SYSTEM BENEFITS OF THE NEW SYSTEM?

Daily readings will be obtained which will provide for better leak monitoring, office based final readings, electric and water consumption and accountability monitoring, and overall usage trend management, as well as outage management. The system will detect reverse flow conditions and includes theft of service detection. The new system will help eradicate human error and lower fuel costs associated with manual meter reading. The green portion of this system will also help reduce our carbon footprint by reducing our fuel consumption.

DOES THIS MEAN NO MORE METER READERS?

No, you will still see us in your neighborhood, just not as often. MEWS service personnel will visit your property for routine service, maintenance or repair. We will continue to respond to electric and water emergencies.

WILL THE RADIO INTERFERE WITH MY TELEVISION, CORDLESS PHONE OR OTHER ELECTRONIC DEVICES?

No, the radio transmissions occur on a licensed frequency very different from those used by television signals, cordless phones and other electronic devices. There are no risks or hazards from the equipment.

IS THERE ANYTHING I CAN DO AS A CUSTOMER TO MAKE THE INSTALLATION SMOOTHER?

Since the actual electric and water meters are located outside your home or building, you will not need to be present during the installation. Please make sure our installer has adequate access to the meters.

WHAT WORK IS INVOLVED AT MY PROPERTY?

Generally, the meter technician will locate your electric and water meters, remove the old type and install with a new meter electronic meter register. He will remove the old manual read meters and replace with MIU, low powered RF transmitters. The technician will obtain a final reading from the old meter that he removed and clean up the work area.

HOW LONG SHOULD THE INSTALLATION UPGRADE TAKE?

Under normal circumstances, the installation will take approximately 30 minutes. The electricity and water will be turned off for about 5-10 minutes until each meter is changed. Dewatering your line may result in some trapped air or slight discoloration in the water supply. This is normal and will clear after running your water for a few minutes.

IS THERE A COST TO OUR CUSTOMER?

There is no cost to our customer for the upgrade. MEWS is responsible for the installation, inlet and outlet meter couplings, meter and remote (MIU) device.

WHO WILL BE INSTALLING THE UPGRADE?

MEWS will be using the expertise of our own technicians to undertake this project. You may call the main MEWS office to confirm that we are working in your neighborhood.

Application for utility service shall be made at our main office.

To help us serve you better, before applying for service please review Mayfield Electric & Water Systems' Requirements for Service.

You may also wish to review our Schedule of Rules and Regulations and Service Policy and Application for Utilities Service.

For any questions, please contact our main office during regular office hours, Monday through Friday, 7:00 a.m. to 4:30 p.m.

For the purpose of this policy, the following definitions apply:
(a) Disconnection: A deliberate interruption or limitation of a customer’s utility service by the serving utility company.
(b) Delinquency: Failure by the customer to tender payment for a valid bill or charge by the scheduled due date.
(c) Notice: A written notice mailed to any customer with a delinquent balance. The notice states the delinquent amount, scheduled date of disconnection if balance is not paid, and a phone number for MEWS Customer Service where a customer can call to discuss the bill and get information on rights and remedies.
(d) Business Days: Monday through Friday, excluding legal holidays and any other time when MEWS offices are not open to the public.
(e) Dishonored Instrument: A check or other medium of payment tendered to MEWS of which is denied payment by the payor bank and which is subsequently returned unpaid or uncollected to MEWS.

1. General Rule:
Bills are due for disconnection (10) calendar days from due date on the bill. Mayfield Electric & Water Systems shall not disconnect service to a customer unless (a) payment of a valid bill or charge is delinquent as defined, and a notice of disconnection has be provided to the customer previous to disconnection; (b) the utility connection could cause harm to others, property or our utility professionals; (c) it has been discovered the utilities have been connected unlawfully or without MEWS’ knowledge.

2. Time and Notice of Disconnection:
Disconnection of electric service shall occur on or any day after the date specified on the disconnection notice. The original statement and mailed disconnection notice are the only means of notification the customer will receive before services are disconnected. A customer’s account will be charged $2.00 each time a disconnection notice is mailed.

3. Restoration of Service:
If service has been disconnected, interrupted or limited, MEWS shall restore service within twenty-four (24) hours upon the customer’s request when the cause for disconnection of service has been removed, or when a suitable agreement has been reached between the customer and MEWS. If a customer account is not restored within ten (10) business days, the customer account will be final-billed and removed from our billing system. In order to restore service after a final billing, the customer must reapply for service paying any, and all, balances, required deposits and fees.

4. Postponement of Disconnection/Early Restoration for Medical Emergency:
MEWS will allow for a postponement of disconnection or temporary service restoration for a medical emergency of not more than 10 business days past the scheduled disconnection date if the customer, or a member of the customer’s household, has a certified medical emergency. A medical emergency would exist if the customer/household member has a condition that will be aggravated by the lack of electric service. A medical emergency has to be certified by a physician or public health official by completing the “Request for Medical Waiver” form. Requests for additional postponement are granted only if the customer provides additional physician or public health official certification. Total postponement/restoration shall not exceed 20 days in a 12-month-period per household. Postponement for a Medical Emergency in no way relieves the customer of its payment obligation to MEWS. Payment arrangements will be made at the time of the extension. See Request for Medical Waiver Form.

5. Postponement of Disconnection Due to Extreme Weather:
MEWS uses the National Weather Service website to decide if the weather is too hot, cold, or dangerous to process disconnections. When a Hazardous Weather Advisory, an Extreme Heat Advisory, or an Extreme Freeze Warning is listed on http://forecast.weather.gov/MapClick.php?CityName=Mayfield&state=KY&site=PAH&textField1=36.7363&textField2=-88.6457&e=0 for the city of Mayfield, MEWS will update our social media sites alerting customers of the suspended disconnections. MEWS will NOT extend disconnections beyond the hazardous weather conditions and when the weather breaks, disconnections will resume. Another social media post will inform customers of when disconnection processes will resume. Postponement of disconnection due to extreme weather in no way relieves the customer of their payment obligation to MEWS.

6. Disconnect and Reconnect Charges:
Traditional post-paid customers will be assessed a fee of twenty-five dollars ($25.00) to reconnect if services are disconnected due to delinquency or a dishonored instrument of payment. A SmartPay customer will be assessed a fee of ten dollars ($10.00) to reconnect if services are disconnected due to an exhausted account balance or dishonored instrument payment-the reduced fee is due to the reduced costs incurred by MEWS for the automated reconnect process. Additional charges shall be assessed if it is discovered services were connected due to unlawful tampering of the meter by the customer. The twenty-five ($25.00) reconnection fee shall apply when payment or a suitable agreement is reached between the hours of 7:00 AM and 2:00 PM. Any payments or arrangements made after this time are not guaranteed to be reconnected on the same day. If reconnection is made after 4:00 PM, on holidays or any other time the office is closed to the public, an overtime charge of no more than seventy-five dollars ($75.00) shall be paid to MEWS. Smartpay customers shall not be charged an after-hours charge for reconnection as their meters are automated and should reconnect automatically.

7. Disconnection for Dishonored Instrument:
The customer will be charge a fee of twenty-five ($25.00) by MEWS for every dishonored check submitted as payment on a customer account. MEWS will send a notice of the return of payment to the customer stating the disconnection date if not paid or a suitable arrangement made. If the customer is disconnected, all disconnection fees shall apply. Any customer using a dishonored instrument to reconnect services will not be notified in writing of the return and will be immediately disconnected until a guaranteed payment is received or a suitable arrangement is made.

8. Bill Disputes:
If a customer wishes to dispute a bill, a hearing is available by scheduling such a hearing prior to termination by contacting Mayfield Electric & Water Systems at any time during regular business hours. A hearing with an account representative will be held, and relevant records will be available for review. If the dispute cannot be resolved, a hearing with the Customer Service Manager will be scheduled and a decision will be rendered after the CSM reviews relevant records. Service will not be terminated until an appropriate decision is reached under the procedures listed. The customer has right to a post termination conference at any time after termination.

Customers have the option of paying their bills on-line by using either a Credit/Debit Card or Electronic Funds Transfer.

If you are making payment by credit/debit card, we gladly accept:  visamastercarddiscover

Effective March 1, 2015, there will be a $2.50 convenience fee to use this service.
You can make payments with confidence knowing that the transmission of your data is explicitly secured by Entrust SSL (secure socket layer software) encryption. It encrypts all of your personal information so that it can not be read as it travels over the Internet. For any questions, please contact our main office during regular office hours, Monday through Friday, 7:00 a.m. to 4:30 p.m. To make an online payment, click the link below to be transferred to our secure payment site.

Customer Login

As an additional service we also offer bill payment by phone. The toll free number is 1-866-884-9807.

A Levelized Billing Plan is provided for any residential customer who has lived at his present location for at least 12 months and wishes to receive his monthly utility bill spread evenly over a twelve month period (all billed services will be included).

Customers desiring to be billed under the Levelized Billing Plan may enter into the plan at any time during the year provided they have lived at their present location for at least 12 months.  Application may be made at our main office or you may print the Levelized Bill Payment Plan Form, fill it out, and mail it to our main office.

MEWS posts information and notifications through Social Media during normal business hours (7am to 4:30pm), Twitter and Facebook are online tools that can help connect Mayfield Electric & Water Systems effectively communicate with our customers. These tools can be used to quickly share information with people interested in our utility. Social media allows our customers to stay connected with us and receive minute-by-minute information about what’s going on with our utilities during normal business hours. There will be updates on power outages, water main breaks, boil water advisories, and traffic alerts due to maintenance. All customers do not follow MEWS on social media therefore we utilize the One Call System, local radio stations, or possibly door to door notifications when feasible. MEWS also uses social media to share information on energy and water conservation, preparedness, tips on how to lower your bill and information on special services and programs we offer to our customers.