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Customer Service Details

Access to Public Records

Pursuant to Wisconsin Statutes 19.34 and Stoughton Municipal Code 3.08:

Wisconsin State Law and the Stoughton City Code requires each City entity authority to adopt, prominently display, and make available for inspection and copying at its offices, for the guidance of the public, a notice containing the description of its organization and the established times and places at which, the legal custodian of public records from whom, and the methods whereby, the public may obtain information and access to records in its custody, make request for records, or obtain copies of records, and the costs thereof. Except as otherwise provided by law, any requester has the right to inspect any record or document maintained by this authority.

Legal Custodian: The legal custodian of documents for Stoughton Utilities is Utilities Director Robert Kardasz. In his absence, the legal custodian is Utilities Operations Superintendent Sean Grady.

Time and Place for Access: The public may obtain information and access to records, make requests for records, or obtain copies of recfords in custody of this authority at the following places and times: Stoughton Utilities Administrative Office Building, Monday through Friday, 8:00am - 4:00pm.

Copies and Fees: Any requester has the right to make or receive a copy of the records which appears in written form. It is the policy of this office to provide photocopies or records to a requester for the amount of $0.23 per page.

Organization: Stoughton Utilities Director is the official administrator of all records in accordance with Wisconsin Statute 19.33 (1) and City Ordinance 3.08. The second in charge is Stoughton Utilities Operations Superintendent.

Please note: Pursuant to Wisconsin Statutes 196.137, all customer records are exempt from the open records requirements and are not subject to inspection or copying as described above. Stoughton Utilities is prohibited from releasing any customer information without consent of the customer, to any person, with the exceptions of:
  1. Agents, vendors, partners, or affiliates of the utility that are engaged in services or functions on the utility's behalf;
  2. Transmission and distribution utilities and operators within the geographic service territory;
  3. The commission, or any person whom the commission authorizes by order or rule;
  4. Past-due tenant notifications to rental swelling owners;
  5. Any other persons otherwise authorized by law to receive the customer information.


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AutoPay - Bank ACH / Credit Card

Dependable, easy, secure and convenient: save time and stamps, and write fewer checks by automatically making your utility payment directly from your checking or savings account, or your credit or debit card. Each month on the due-date listed on your billing statement, Stoughton Utilities will automatically withdraw your amount due from your bank account or will initiate a credit transaction to your credit or debit card. By signing up for automatic payment withdrawal, you preauthorize regularly scheduled payments to be debited to your utility account. Proof of payment will appear on your bank statement issued by your financial institution.

To take advantage of this service, please contact us or download an application and return it via postal mail or in person at our office.

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Bill Payment Assistance

For some customers, including seniors on fixed incomes, energy expenses can be a financial burden. In fact, there are those right here in our community who cannot afford the energy to meet their basic needs. For those who cannot afford such an expense, this can lead to difficult decisions about how to allocate their limited resources. Our local Energy Assistance Program is designed to help income-qualifying households cover their energy costs and reduce the financial burden that they face. If you believe you or someone you know may qualify, we encourage you to establish your income eligibility through the federally funded Low Income Home Energy Assistance Program (LIHEAP). To learn more about the LIHEAP application process, contact Dane County Human Services at (608) 242-6200. If approved for LIHEAP, you will receive more information about your eligibility for our Energy Assistance Program at that time.

Our Energy Assistance Program is funded with the portion of Commitment to Community dollars specifically set aside for income-qualifying individuals and families.

Visit our Energy Assistance page for more information on this, and other programs.

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Billing Definitions

Customer charge: A charge for electric service that covers a portion of the costs for electric meters, meter reading and billing.

Demand: The rate at which electric energy is delivered to or used by a customer expressed in kilowatts at a given instant or averaged over a designated period of time, usually 15 minutes.

Demand charge: A charge for electric service provided designed to recover the capacity (kW) costs of the wholesale electric supplier .

Demand rate: A method of charging for electricity where the rate of electric usage (kW) during the billing period is considered in determining a portion of the customer’s bill.

Distribution demand: Highest demand over the current month or preceding 11 months.

Distribution demand charge: Designed to recover costs of infrastructure needed to deliver electricity from wholesale delivery point to customer’s service entrance.

Energy: When used in the billing context, generally refers to kilowatt-hours.

Energy charge: The portion of the electric service based on electric energy (kWh) consumed

Flat rate: The price charged per kWh is constant, does not change based on time of day.

Kilowatt: Measure of electric power equal to 1,000 watts. One kilowatt (kW) equals 1.34 horsepower.

Kilowatt-hour: Basic unit for measuring electric energy. Equal to one kilowatt of power supplied or consumed for one hour.

Late payment charge: Charge that covers administrative and carrying costs of late payments.

Off-Peak period: Periods of relatively low system demand, including nights and evenings, weekends, and holidays.

On-Peak period: Periods of relatively high system demand. Time-of-use customers have the choice of 7am-7pm, 8am-8pm, or 9am-9pm.

Power Cost Adjustment Clause (PCAC): Charge per kWh that varies monthly. Designed to make wholesale power costs a pass-through cost to customer. Equivalent to the amount current per-unit cost of wholesale power is greater or less than base per-unit cost of power.

Single-phase service: Service where the facility has two energized wires coming into it. Typically serves 120/240 volt services and requires simpler infrastructure to support. Is less expensive to install and maintain.

Three-phase service: Service where the facility has three energized wires coming into it. Requires more sophisticated equipment and tends to be more expensive to install and maintain.

Time-of-use rate: Prices for electricity that vary depending on what time of day the customer uses electricity. Designed to reflect the different cost the utility incurs to provide electricity during on-peak and off-peak periods.

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Billing Dispute Procedures

First contact us to try to solve the problem. If you are behind on your bill, we may offer you an installment plan to pay your bill over time. If we cannot resolve your issue, you may call the Wisconsin Public Service Commission at (608) 266-2001 or (800) 225-7729. While the PSC reviews your dispute, you must still promptly pay any charges not in dispute. For a copy of all rules concerning utility customers, write to:

Document Sales
P.O. Box 7840
Madison, WI 53707

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Billing Due Dates

Your billing due date is listed on the bottom payment stub section of your monthly billing statement. All customer bills are due on the 28th of each month; should the 28th fall on a weekend or a holiday, your payment will be due on the following business day. We will always provide at least 20 days to pay a bill before it is considered past-due. Your billing due date cannot be changed.

A late fee of one percent of the total amount due will be assessed monthly if prompt payment is not received at our office on or before the due date. Pursuant to Subsection 113.0406(6) of the Public Service Commission, the Stoughton Utilities will not remove properly applied penalties. Mail service, customer vacations, or other circumstances related to the customers are not suitable justifications for the removal of penalties. Penalties will only be removed if a customer payment was applied incorrectly, the customer is able to prove with a Stoughton Utilities issued receipt that a payment was lost by SU staff, a billing statement was issued late due to internal SU delays, a billing statement was issued in the wrong amount and needed to be corrected and reissued, or if a customer has entered into a Deferred Payment Agreement.

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Budget Billing Plan

How would you like to manage high winter or summer electric bills and always know what your monthly bill will be, even months beforehand? Stoughton Utilities offers a budget payment plan under which the customer pays equal monthly payments based on the estimated consumption and estimated applicable rates for the year. The amount is subject to change twice a year, with the new payment amount going into effect with the January and July billing statements, in order to reflect current circumstances and average usage. These payment plans are available to all residential electric customers, even if your account is in arrears.

If you would like more information on the budget billing plan, would like to know what your estimated payment would be, or would like to enroll, please contact us.

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Changing Your Mailing Address

We know that our customers may want their utility bill sent to an address that is different than their service address. This can be done simply by contacting us or by logging into your account online.

NOTE: Remember to change the address back to the service address when you return!.

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Closing Your Account

If you are establishing service at a new address, you must visit our office in-person to complete an application for service and present a valid government issued photo ID (driver's license, passport, ID card, military ID, etc.). This application can be completed at our office during regular business hours, or at the Stoughton Police Department dispatch window anytime 24-hours a day, 7-days a week including holidays.

If you are unsure whether an address is in Stoughton Utilities' service territory, please contact us.

If you are a current SU customer and are closing your account at an existing address, you can schedule a final reading by contacting us or by logging into your account. If you are moving within the city and also need to start service at a different address, you must complete an application for service as detailed above.

All meter readings to start/stop service are completed once daily at 7:00 a.m., Monday through Friday, excluding holidays. Please provide us with at least one business day's advance notice.

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Collection of Closed Accounts

On the date an account is closed, SU will issue a final billing statement to the customer by postal mail to any forwarding address on file. SU will attempt to mail the final billing statement one additional time if it is returned by the USPS without forwarding address information. A notice to the current/new property owner will be mailed on the same day indicating that the account has been closed, as well as listing any final balance owed. If a realtor or title company has requested the final balance be reported to be paid at closing, it will be provided to them on the same day as issuance. Any previously collected deposit will be applied towards the final balance owed.

If there is a credit balance on the account, a refund check will be mailed to the forwarding address on file within 14 days.

If a balance is due on the account, the customer shall have in all cases a minimum of 20 days to make payment. If the account remains unpaid after the due date listed on the final billing statement, a past-due notice will be mailed to the customer as a reminder. If the account remains unpaid, Stoughton Utilities will consider the following to determine which avenues to pursue for collection of the past due account.
  1. Size of account balance.
  2. Number of days past-due.
  3. Is the property address in the City or Rural?
  4. Customer's ability to pay.
  5. Has the customer moved back to our service territory?
After analyzing the account, the Accounts Receivable Tech will use one or more of the following to pursue collection.
  1. Register the account within the Wisconsin Tax Refund Intercept Program.
  2. File a petition for small claims court action.
  3. Provide a listing of accounts to the current collections agency utilized by SU (currently PPS Collections).
If Stoughton Utilities has been notified that the account was a rental property, the property owner will be mailed a listing of all their closed tenant accounts that have remaining balances on a monthly basis.

On the first business day of each quarter, Stoughton Utilities shall review and transfer any delinquent balances for closed accounts to the same customer's active account, should one exist. If that customer is currently a tenant in a property within the City limits that is owned by a party that did not own their prior residence, the balance shall not be transferred due to tax-roll restrictions, however collection actions up to and including service disconnection will be taken at the new address.

If an account remains unpaid as of October 1 of each year, it will be placed as a lien upon the property on the annual property tax roll. A letter notifying the current property owner of this action will be mailed on October 15 of each year. In all cases, the property owner shall have until November 1 to make payment without additional penalty. If payment is not received, on November 2 a 10% penalty shall be applied to the account. If the account still remains unpaid as of November 15, it shall be submitted to the City Finance Director for inclusion on the annual property tax roll.

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Customer Deposits -- Commercial

Stoughton Utilities (SU) shall require a cash deposit as a condition for ALL new commercial customer accounts when the customer has negative or no commercial payment history with SU. SU will consider proof of established credit in lieu of a deposit.

Commercial deposits shall not be waived for any reason. Residential waivers, including low income or enrollment in P.A.P. do not apply to commercial accounts.

For existing commercial customers, Stoughton Utilities shall require a cash deposit as a condition of continuation of service if any of the following circumstances apply.
  1. The customer's service has been disconnected within the last 12-month period for non-payment or violation of SU's utility rules and regulations.
  2. The customer's initial application for service was falsified.
  3. The customer has the ability to pay, but accrues a balance over the winter months that is 80 days or more past due.
  4. The customer has not made prompt payment of all bills within the last 24 months.
For deposits required on new accounts, SU will use consumption data from a similar existing business to determine a reasonable deposit amount. If after 12 months of service, the deposit amount is greater than necessary based on actual consumption, the customer may request a refund of the difference between the amounts.

For existing customers, the amount of deposit required shall generally be equal to 2 months average bills over the previous 12-month period. For deposits required due to winter non-payment the deposit shall equal 4 months average bills over the previous 12-month period.

If a customer meets any deposit requirement criteria after a deposit has already been calculated for a previous qualifying circumstance (but prior to any of the events mandating a refund) the deposit shall be recalculated using the specification above. If the new amount is higher than the previous amount on file, the customer shall have 30 days to make up the difference. If the new amount is lower than the previously collected amount on file, the original deposit amount shall stand as is. The time period after which a refund shall be given will start from the date of the new calculation.

Deposits shall accrue interest from the date a deposit is made to the date it is applied to an account balance or is refunded. SU uses the annual interest rate determined by the Public Service Commission for calculating payable interest.

If SU deducts an arrearage from a customer deposit, we shall require the customer to bring the deposit up to its original amount, and that amount shall be held for 24 months.

SU will refund the deposit of a customer for any of the following reasons.
  • The customer makes 24 consecutive prompt payments.
  • Upon termination of service and after satisfying all arrearages. If the account is reopened at a different address, the deposit shall be transferred.
If a commercial customer is listed as a tenant on their billed unit, SU shall inform the property owner in writing of any changes in deposit status, including refunds or new requests.


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Customer Deposits -- Residential

Stoughton Utilities (SU) will not require a cash deposit as a condition of new residential service unless we can prove that the customer has an outstanding balance with another Wisconsin electric utility.

For existing residential customers, Stoughton Utilities shall require a cash deposit as a condition of continuation of service if any of the following circumstances apply:
  1. The customer's service has been disconnected within the last 12-month period for non-payment or violation of SU's utility rules and regulations.
  2. The customer's initial application for service was falsified.
  3. The customer has the ability to pay, but accrues a balance over the winter disconnection moratorium that is 80 days or more past due.
  4. A new customer accrues charges that become 60 or more days past due within the first 8 months of service.
A deposit under this section shall be waived if the customer provides complete and accurate information showing that his/her gross (before any deductions) quarterly income is at or below 200% of the federal income poverty guidelines. A customer must provide this information each time a deposit is requested, e.g., if we waived a deposit for service disconnection in May of 2010, we can again request a deposit for disconnection in August of 2010 or for winter non-payment in 2011, and the customer will need to provide proof of income for the quarter preceding the most recent request.

Since Energy Assistance eligibility is calculated based upon the quarterly income at the time of application, if their EA acceptance is not within one month of the deposit request SU does not have to accept it as proof of income to waive the deposit. If this occurs, the customer shall provide complete and accurate information to SU or the Wisconsin PSC showing their income meets the criteria specified above.

Since Badgercare and other health insurance programs have varying requirements that sometimes exceed the 200%, as well as the fact that they do not base their acceptance upon the most recent quarterly income, presenting an acceptance card shall not be considered proof of quarterly income.

When checking a customer's proof of quarterly income, the following shall be required from the customer:
  • Pay stubs/statements/checks or 1099G , or if self-employed, their most recent 1040 including schedule C, E, or Form 1065 or personal records of income and expenses, or if farm-income, their most recent 1040 including schedule F or personal records of income and expenses;
  • Any land contract income;
  • Any rental income receipts or records;
  • Any SS or SSI benefits;
  • Pension check stubs or statements;
  • Veteran's benefits stubs or statements;
  • Unemployment compensations records;
  • Disability, tribal, or worker's compensations records;
  • Child support payment stubs, checks, or statements;
  • TANF/W2 stubs or statements;
  • Any seasonal employment stubs or statements.
A deposit under this section shall be waived if the customer opts to enroll in an automatic withdrawal payment program (PAP) from a bank or credit/debit card account. Prior to enrollment, the customer shall be notified that if they cancel or if a withdrawal is refused by the bank for any reason, their enrollment shall be terminated and the deposit due immediately. There shall be no second chances given.

PAP's that are set-up in order to have a deposit waived take effect the day the deposit is waived. If we waive a deposit in April and the customer has a balance, their PAP will deduct his full balance on April 28. As a result of this, if a customer has a past-due balance and a DPA, and they don't want the full past-due withdrawn on the due date they must complete the DPA prior to us waiving the deposit. If that results in an overlap with a scheduled disconnection, the customer must either pay the deposit in full, enter into a DPA for the deposit, or sign up for PAP and expect their full past-due balance to be withdrawn on the next due date. This is by design. Since we are only waiving the deposit because of the PAP guarantee of timely payments, it is expected that all future payments will be by ACH and none will be late.

The amount of deposit required shall generally be equal to 2 months average bills over the previous 12-month period. For deposits required for winter non-payment the deposit shall equal 4 months average bills over the previous 12-month period.

If a customer again meets any deposit criteria set forth after a deposit has already been calculated for a previous qualifying circumstance (but prior to any of the events mandating a refund) the deposit shall be recalculated using the specification above. If the new amount is higher than the previous amount on file, the customer shall have 30 days to make up the difference. If the new amount is lower than the previously collected amount on file, the original deposit amount shall stand as is. The time period specified for refund will start from the date of the new calculation.

Deposits shall accrue interest from the date a deposit is made to the date it is applied to an account balance or is refunded. SU uses the annual interest rate determined by the Public Service Commission for calculating payable interest.

If SU deducts an arrearage from a customer deposit, we shall require the customer to bring the deposit up to its original amount, and that amount shall be held for 12 months.

SU will refund the deposit of a customer for any of the following reasons:
  • The customer makes 12 consecutive prompt payments.
  • Upon termination of service and after satisfying all arrearages. If the account is reopened at a different address, the deposit shall be transferred.
Refunds will be made by check or account credit if the customer has another active account with a balance due.

If a residential customer is listed as a tenant on their billed unit, SU shall inform the property owner in writing of any deposit request, waiver, or refund.

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Customer Incentive Programs

In an attempt to promote energy conservation, Stoughton Utilities is proud to offer numerous incentive programs to our customers. For a listing of available incentives, please select from the following:

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Deferred Payment Arrangements

If you're having trouble paying your bill in full, you can request a deferred payment arrangement to receive up to an additional 90 days to fulfill your payment obligation. To request a deferred payment arrangement, you must visit our office in person. Any deferred payment agreement must be negotiated to be acceptable to both parties, and a down-payment of at least one-third the past-due balance will be required at the time of negotiation. Deferred payment arrangements will only be offered to residential customers; no payment agreements shall be offered or given to non-residential accounts, including commercial, income/rental, or industrial properties.

A minimum of one-third of the delinquent balance is due at the time of the payment agreement. The remaining balance must be paid in installments no less than monthly. The full amount must be paid within 90 days of the date of the agreement. At its discretion, depending upon the time of year or a customer's specific circumstances, SU can require down-payments greater than one-third, up to 75% of the past-due balance. At its discretion, SU can also require that the full amounts be paid anywhere between 10 and 90 days of the date the agreement is created.

An agreement will be considered in default and cancelled if payment is not made by the due-date, is less than the agreed amount, or is returned / declined by the bank for any reason. If the customer defaults on the agreement, the agreement becomes void and the full past-due balance is due immediately otherwise disconnection will occur.

If SU and the customer negotiate a new agreement, a minimum of one-half of the remaining balance will be due immediately. The remaining balance must be paid in installments no less than monthly. The full amount must be paid within 60 days of the date of the new agreement. At its discretion, depending upon the time of year or a customer's specific circumstances, SU can require down-payments greater than one-half, up to 90% of the past-due balance. At its discretion, SU can also require that the full amounts be paid anywhere between 10 and 60 days of the date the agreement is created.

Accounts in violation of a second payment agreement will be subject to immediate disconnection following the required 10-day mailed notice. No additional deferred payment agreements will be offered or allowed, and the full past-due balance is due immediately to prevent disconnect.

If a customer's payment is returned for insufficient funds, any deferred payment agreements held by the customer will immediately be considered in default. All future payments made by the customer must be made by cash or money-order for a period of 6-months.

In special circumstances, we may also direct you to a community action agency that may be able to provide low-income energy assistance and financial counseling.

An extension only protects you from disconnection of service through the extended date. All new monthly billing statements must be paid in full by the listed due-date, otherwise any prior deferred payment arrangement will be considered void. If you have any questions, please contact us.

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Digger's Hotline

Digging near underground power lines, gas pipelines and other utilities can be deadly. Before you dig, call Diggers Hotline. One call to Diggers Hotline alerts most major utilities (including Stoughton Utilities), and if there are utility lines near the work site you specify, the company will mark their locations for you. State law requires you to notify owners and operators of underground facilities at least three working days before you dig.

CALL DIGGERS HOTLINE AT: 811 or at (800) 242-8511

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Drinking Water FAQ

What is the hardness of the Stoughton’s water?
Stoughton’s water is 17.1 grains of hardness.

How much iron is in Stoughton’s water?
The iron content in our water supply is 0.4 parts per million (ppm).

What is the PH level of Stoughton’s water?
The PH level of the water supply ranges from 7.4 – 8.5.

What is added to Stoughton’s drinking water?
Stoughton Utilities disinfects our water with chlorine, per state mandates. We add different amounts of chlorine throughout the year. During the winter we add .20ppm and during the summer we add .24ppm. The summer increase is necessary to help combat possible contaminants that may become problematic in water with the elevated temperatures.

Do I have to worry about lead in Stoughton’s water?
Not in Stoughton. Our hard water supply has coated our supply pipes. We also test regularly for water contaminants and report them to the Wisconsin DNR. If you would like your water tested, you can call the Wisconsin Lab of Hygiene at (608) 262-1293 and request a test kit at your cost.

Why does my drinking water taste like chlorine?
Stoughton Utilities voluntarily began disinfecting water at all three of our production wells in 1980. Disinfection now occurs at all five of our production wells as a requirement of state and federal regulatory agencies. It is important to emphasize that the disinfectant we use is commonly used throughout the water industry and our use is strictly monitored and poses no health risks. Trace amounts of this disinfectant are typically unnoticeable, but all of our senses are different. If you are able to notice the taste in the public water supply, you can place the drinking water in a pitcher, as the disinfectant will volatilize and leave the drinking water in short time.

Annual Drinking Water Quality Report
Stoughton Utilities issues an annual report describing the quality of your drinking water. The purpose of this report is to raise your understanding of drinking water sources and its potential contaminates. This report provides an overview of last year’s drinking water quality. Click here to view the most recent quality report.

If you would like any additional information regarding our water supply, please contact us.

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Energy Assistance Programs

For some customers, including seniors on fixed incomes, energy expenses can be a financial burden. Many here in our community cannot afford the energy to meet their basic needs.

Wisconsin's Home Energy Assistance Program (WHEAP) provides for assistance with heating costs, electric costs, and energy crisis situations. This program is operated by local social and human services, and is available to income-qualified households. Energy assistance is a one-time payment each heating season (October 1 through May 15). The amount of the energy assistance benefit varies according to household size, income level, and household energy costs.

Eligibility is determined by Energy Services, Inc. using criteria established through WHEAP. For information on how to apply for energy assistance, please call toll-free 1-866-HEATWIS (1-866-432-8947). Call to schedule an appointment as early in the season as possible since slots fill quickly. You may apply anytime during the heating season, from October 1 through May 15.

For 2013-14, energy assistance income guidelines are as follows:

Household
Size
Three Month
Household Income
Household
Size
Three Month
Household Income
1
$ 6,173
5
$ 13,771
2
$ 8,073
6
$ 15,670
3
$ 9,972
7
$ 16,026
4
$ 11,871
8
$ 16,382


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Historic Energy Reports

Are you moving? Before you buy a home or rent an apartment, contact us first and we can tell you how much energy was used at the addresses you are considering during the previous 12 months, as well as the highest and lowest billed amounts.

For home budgeting and tax reporting, our current customers can always access your account online to get information on your past consumption, payments, and billing statements.

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Late Payment Penalties

A late fee of one percent of the total amount due will be assessed monthly if prompt payment is not received at our office on or before the due date. Pursuant to Subsection 113.0406(6) of the Public Service Commission, the Stoughton Utilities will not remove properly applied penalties. Mail service, customer vacations, or other circumstances related to the customers are not suitable justifications for the removal of penalties. Penalties will only be removed if a customer payment was applied incorrectly, the customer is able to prove with a Stoughton Utilities issued receipt that a payment was lost by SU staff, a billing statement was issued late due to internal SU delays, a billing statement was issued in the wrong amount and needed to be corrected and reissued, or if a customer has entered into a Deferred Payment Agreement.

Your billing due date is listed on the bottom payment stub section of your monthly billing statement. All customer bills are due on the 28th of each month; should the 28th fall on a weekend or a holiday, your payment will be due on the following business day. We will always provide at least 20 days to pay a bill before it is considered past-due. Your billing due date cannot be changed.

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Loss of Electric Power?

Report all power outages or other service interruptions to us 24 hours a day, seven days a week at (608) 873-9322.

Although we try to provide uninterrupted electrical service, circumstances beyond our control can cause electrical power failures. It is important for the utility to be informed when electrical service is interrupted. Please call us if you feel it is the Utilities' system problem or have questions when outages do occur. Answers to the following questions will aid us in determining the cause for the interruption.

  1. Is there no power or partial power?
  2. Do neighbors have full power, partial power, or no power?
  3. Have circuit breakers/fuses been checked? (Turn "off' and "on" to reset or replace blown fuse.)
  4. Was there a loud noise outside? (A transformer fuse may have "blown")
  5. Is there arcing/sparking on wires?
  6. Had the lights been flickering before going out?
  7. Is there a wire or wires broken on the utilities system? (Stay away front broken or down wires)

When calling our business office, questions similar to those above will be discussed. Your help in providing us with the details will aid us in restoring electrical service quickly and safely.

For more information, please visit our Storm & Outage Center.

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Medical Needs Customers

If you use medical equipment that requires electricity, and if a loss of power would be life threatening, please contact us to obtain a Medical Needs form that you can have your doctor complete and sign. If a form is on file, your account will be noted, and extra attention will be placed on your residence during an outage.

Please note: Submitting this form does not grant a customer the ability to not pay for electric service. If a customer's account is past-due and a medical needs form is submitted prior to disconnection, a one-time extension of 21-days will be granted for the customer to come up with funds and/or make alternate arrangements. If the account remains past-due at the end of that extension, service disconnection may occur and no further extensions will be granted.

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Meter Reading

Our friendly, courteous meter technicians read all of our customer's meters on a monthly basis using our automated meter reading system. All meter readings are transmitted electronically to a mobile collection point, and our crews do not visit each meter on foot. Meters are not estimated unless we are unable to obtain an electronic reading due to equipment malfunction. When this occurs, your meter(s) will be replaced. Due to the nature of a computerized meter reading system, all meter readings are read accurately the first time with no possibility of entry or human error.

Your meter will be read on the first working day of the month and your billing statement will be mailed by the 8th. Meter readings occur only during our normal work week. We do not read meters on weekends or holidays.

If you are moving in or out of your residence, we will perform a final reading for your account at your request. Please give us at least 48 hours notice for your final reading.


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Monthly Billing Statements

You will be sent a monthly billing statement about every 28-31 days. These statements will always be issued on or before the 8th of the month, and will always be due on or after the 28th. To avoid a late payment charge or shut-off notice, you must pay your bill in full by the date printed on your payment stub.

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Moving?

If you are establishing service at a new address, you must visit our office in-person to complete an application for service and present a valid government issued photo ID (driver's license, passport, ID card, military ID, etc.). This application can be completed at our office during regular business hours, or at the Stoughton Police Department dispatch window anytime 24-hours a day, 7-days a week including holidays.

If you are unsure whether an address is in Stoughton Utilities' service territory, please contact us.

If you are a current SU customer and are closing your account at an existing address, you can schedule a final reading by contacting us or by logging into your account. If you are moving within the city and also need to start service at a different address, you must complete an application for service as detailed above.

All meter readings to start/stop service are completed once daily at 7:00 a.m., Monday through Friday, excluding holidays. Please provide us with at least one business day's advance notice.

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Outdoor Water Use

When using water outdoors for watering lawns and gardens or refilling your pool, please keep in mind that Stoughton Utilities does not offer sewer or wastewater billing credits unless you have already installed a secondary "water-only" meter to measure the usage that goes only to your outside faucets.

To have a water-only meter, you will first need to work with a plumber to complete in-house piping revisions to create a separate water line to your outside faucets and/or sprinkler system. Once that is complete, Stoughton Utilities will physically install a second meter in your home. Your primary meter will measure all water consumed inside the home, and standard wastewater charges will apply to its measured usage. The second meter will only measure all water consumed outside the home, and wastewater charges will not apply since it's known that this water is not going down the drain. Water-only meters must remain in place throughout the year, and must be installed for a minimum of 12-months.

In addition to your plumbing costs, Stoughton Utilities charges a one-time installation fee of $45.00 to set and activate the second meter. After that, there is a $6.75 monthly charge that is in addition to your current monthly charges, and any metered usage is billed at $2.02 per every 1,000 gallons of water used.

Who will benefit?

You must consume at least 16,000 gallons of water through your outside faucets and/or sprinkler systems in order to offset the additional monthly charges and therefore benefit from a water-only meter. Below are a few simplified scenarios in which a customer would benefit:
  • You have a pool with a water capacity in excess of 16,000 gallons and you drain and refill it at least annually, or you have a smaller pool that you occasionally refill or top off.
  • You frequently water your lawn, running sprinklers for at least an approximate average of 35 minutes per day (approximately 130 gallons) between Memorial Day and Labor Day.
  • You have large areas of landscaping and gardens that are frequently watered with similar amounts as listed above.
  • Or any combination of the above


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Paperless E-Billing

To provide residents with increased flexibility and convenience, customers can now sign up for paperless E-Billing to begin receiving their monthly Stoughton Utilities billing statement electronically. This option is safe and secure, and saves time and money by ensuring that there is no statement to get lost in the mail.

Each month, rather than mail a paper statement, we will send you an email notice when your new billing statement has been posted. You can then just click on the link provided in the email to log into your E-Pay account and view your statement online, as well as any mailing insert that may have been included. Your online electronic statement is an exact duplicate of what would have been sent as a paper bill.

Per Wisconsin Public Service Commission regulations, all notices of account delinquency and/or pending service disconnection will continue to be sent via physical USPS postal mail.

To enroll, log in to your account and select Start/Stop E-Billing from the menu.

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Project RoundUP

When a Stoughton Utilities customer enrolls in the voluntary Project roundUP, their utility bill will "round up" to the next highest dollar amount. This small tax-deductible contribution may seem like only pennies a month to you, but the total community contribution adds up quickly due to the hundreds of participants. A summary of the tax-deductible contribution for the past year will be mailed separate from your utility bill each January. The average contribution per program participant is just $6.00 per year, however an estimated $3,000 is raised annually and awarded by the Stoughton Utilities Committee to local community service organizations biannually.

Customers can opt-in or out of the program quickly and easily at our Project RoundUP page.

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Prosecution of Worthless Checks

Stoughton Utilities will utilize the following ordinance to have the City of Stoughton prosecute customers who write worthless (NSF, stopped-payment, etc.) checks:

9.03 OFFENSES AGAINST PUBLIC AND PRIVATE PROPERTY.

1) STATE LAWS ADOPTED BY REFERENCE.
     9.43.24 (6) ISSUE OF WORTHLESS CHECKS
     (a)  Whoever issues any check or other order for the payment of money less that $1000.00 which, at the time of issuance, he or she intends shall not be paid is guilty of a violation of this ordinance and the penalties for such actions are set forth in Section 25.04(5).

     (b)  Any of the following is prima facie evidence that the person at the time he or she issued the check or other order for the payment of money, intended it should not be paid:
  1. Proof that, at the time of issuance, the person did not have an account with the drawee; or
  2. Proof that, at the time of issuance, the person did not have sufficient funds or credit with the drawee and that the person failed within 5 days after receiving notice of non-payment or dishonor o pay the check or other order; or
  3. Proof that, when presentation was made within a reasonable time, the person did not have sufficient funds or credit with the drawee and the person failed within five days after receiving notice of nonpayment or dishonor to pay the check or other order.
In the event that a worthless check is presented to Stoughton Utilities, SU shall file the necessary paperwork with the Stoughton Police Department, and send a certified letter to the drawee indicating that if the worthless check and service fee are not paid within five days of the receipt of notice, they will be prosecuted utilizing this ordinance.

Stoughton Utilities will be represented by the City Attorney in Municipal Court; necessary testimony will be given by SU staff.

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Reconnection of Service - Summer

Stoughton Utilities is concerned about the health and well being of its customers. The purpose of this policy is to outline hot-weather conditions during which we will not terminate service of residential customers for nonpayment. The intent of stopping disconnection during such periods is to lessen the potential health problems/discomfort of those who would otherwise have been disconnected.

Weather conditions during which disconnections for nonpayment will be suspended:
  • Per PSC 113.0301(16), Stoughton Utilities cannot disconnect electric services in affected counties when a heat advisory, heat warning, or heat emergency issued by the national weather service is in effect.
  • Stoughton Utilities will suspend disconnections for nonpayment whenever the average temperature is predicted to exceed 85° F for a second consecutive day or when the absolute temperature is predicted to be 95° F or above based upon information received from the City of Stoughton Wastewater Treatment Facility.
Stoughton Utilities shall make reasonable attempts to reconnect service to an occupied dwelling that has been disconnected when an occupant states that there is a potential threat to health or life that results from the combination of the heat and loss of service.Stoughton Utilities may require that the occupants produce a licensed physician's statement or notice from a public health, social services, or law enforcement official which identifies the medical emergency for the occupant.

Upon expiration of the heat advisory, heat warning, or heat emergency, Stoughton Utilities may disconnect service to the property that was reconnected during this period without further notice if an appropriate payment arrangement has not been established.

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Reconnection of Service - Winter

Before winter, a utility must contact customers whose service was shut off for nonpayment of bills. Stoughton Utilities makes a special effort to turn on service before the temperature gets dangerously cold and will diligently work with all customers to create an acceptable payment arrangement. If you know of someone who has no heat, please call Stoughton Utilities immediately. You do not have to give your name. If service is not turned on quickly, call the Wisconsin Public Service Commission at (608) 266-2001 or (800) 225-7729.

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Renewable Energy

You can contribute to a cleaner environment and sustainable energy future by investing a few dollars every month in our Renewable Energy Program. It doesn’t require new equipment, any changes in how you use or receive energy, or any long-term commitments. What could be simpler?

Best of all, by supporting renewable energy, you can help ensure a good quality of life for your family and your community for generations to come. Every dollar you invest in renewable energy is used to foster the growth of renewable resources.

To get started, just select the number of blocks of renewable energy you wish to purchase. You pay just $3.00 additional per month for each block of renewable energy, the equivalent of 300 kilowatt-hours (kWh).

Customers can opt-in or out of the program quickly and easily at our Renewable Energy page.

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Sales Tax

Electricity for residential use during the months of November, December, January, February, March and April are exempt from the Wisconsin Sales Tax. Electricity for use in farming is exempt.

The Wisconsin Department of Revenue provides us with the form, "Certificate of Exemption for Electricity and Natural Gas Sold for Residential or Farm Use" S-017 (N.9-79).

When Certificate IS Required: The purchaser must provide the seller with a completed exemption certificate (1) if the purchaser is not classified as a residential or farm customer, or (2) if the electricity is used for partially exempt use.

When Certificate is Not Required: A seller of electricity is not required to obtain an exemption certificate from a purchaser for a sale of electricity if the sale is (1) 100% for exempt use; and (2) to an account which is properly classified as residential/farm.

If an exemption certificate is required, please contact our office to obtain a form and/or assistance in completing it.

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Service Disconnection

Stoughton Utilities will always mail you a warning notice before your service is disconnected.

This notice will include:
  • Reason for the disconnection
  • Date when service is scheduled for disconnection
  • How to contact the utility about the disconnection
This notice will always be sent to your home or
mailing address at least ten days before the scheduled service disconnection. A notice will also be posted at the service address if it is not the same as your home or mailing address (this includes notifying all tenants at a rental property). The utility is also required to attempt to contact you by phone or in person before service is disconnected.

If service is not shut off within 20 days after the notice is mailed, the utility will leave a new, posted notice at the site 24-48 hours before service is disconnected.

To avoid disconnection, any past-due balances or deposits must either be paid in full or have entered into a deferred payment arrangement.

Your service cannot be shut off if:
  • You fail to pay for merchandise or nonutility service,
  • You fail to pay an account with a different class of service
Your service can be shut off if:
  • You fail to pay your bills,
  • You fail to pay installments as agreed,
  • You fail to post required deposits,
  • A prior customer living at your address has an unpaid bill,
  • You fail to pay the utilities' cost for collecting an overdue bill,
  • You tamper with your meter,
  • There is a safety hazard.
Wisconsin Public Service Commission rules allow a utility to transfer a landlord's unpaid bill from a rental residential property to the office or home of the landlord or property manager. If the bill continues to go unpaid, service can be shut off at the landlord's or property manager's office or home.

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Start / Stop SU Billing

If you are establishing service at a new address, you must visit our office in-person to complete an application for service and present a valid government issued photo ID (driver's license, passport, ID card, military ID, etc.). This application can be completed at our office during regular business hours, or at the Stoughton Police Department dispatch window anytime 24-hours a day, 7-days a week including holidays.

If you are unsure whether an address is in Stoughton Utilities' service territory, please contact us.

If you are a current SU customer and are closing your account at an existing address, you can schedule a final reading by contacting us or by logging into your account. If you are moving within the city and also need to start service at a different address, you must complete an application for service as detailed above.

All meter readings to start/stop service are completed once daily at 7:00 a.m., Monday through Friday, excluding holidays. Please provide us with at least one business day's advance notice.

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Street Lighting

Stoughton Utilities owns and maintains all the streetlights within its service territory with the exception of the decorative lights on downtown Main Street. Approximately 725 streetlights are installed throughout Stoughton and the surrounding townships, all of which are equipped with 250-watt high pressure sodium (HPS) fixtures.

It is important to note that streetlights are provided solely for the purposes of vehicular and pedestrian safety at intersections, and are not intended to provide uniform lighting of sidewalks or individual properties for security or convenience purposes. Appropriate placement of streetlights is determined by the following criteria:
  • Proximity to street intersections
  • Along horizontal curve points in the street
  • At vertical grade change points in the street gradient
  • Maximum street light separation distances are not to exceed approximately 600 feet
  • placement shall avoid and eliminate redundant street lighting
If you are aware of a streetlight that is not functioning properly, would like to request addition of a new light, or would like to recommend removal of an existing light, please contact us.

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Third Party Account Notifications

You can ask us to send a copy of your billing statements or disconnect notices to a relative, guardian or other third party. You can also ask us to contact you when a relative's service is in danger of being disconnected for nonpayment. If you are a landlord, you can request we provide you with the status of your tenant's account delinquencies.

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Wastewater /Sewer Billing Credits

When using water outdoors for watering lawns and gardens or refilling your pool, please keep in mind that Stoughton Utilities does not offer sewer or wastewater billing credits unless you have already installed a secondary "water-only" meter to measure the usage that goes only to your outside faucets.

To have a water-only meter, you will first need to work with a plumber to complete in-house piping revisions to create a separate water line to your outside faucets and/or sprinkler system. Once that is complete, Stoughton Utilities will physically install a second meter in your home. Your primary meter will measure all water consumed inside the home, and standard wastewater charges will apply to its measured usage. The second meter will only measure all water consumed outside the home, and wastewater charges will not apply since it's known that this water is not going down the drain. Water-only meters must remain in place throughout the year, and must be installed for a minimum of 12-months.

In addition to your plumbing costs, Stoughton Utilities charges a one-time installation fee of $45.00 to set and activate the second meter. After that, there is a $6.75 monthly charge that is in addition to your current monthly charges, and any metered usage is billed at $2.02 per every 1,000 gallons of water used.

Who will benefit?

You must consume at least 16,000 gallons of water through your outside faucets and/or sprinkler systems in order to offset the additional monthly charges and therefore benefit from a water-only meter. Below are a few simplified scenarios in which a customer would benefit:
  • You have a pool with a water capacity in excess of 16,000 gallons and you drain and refill it at least annually, or you have a smaller pool that you occasionally refill or top off.
  • You frequently water your lawn, running sprinklers for at least an approximate average of 35 minutes per day (approximately 130 gallons) between Memorial Day and Labor Day.
  • You have large areas of landscaping and gardens that are frequently watered with similar amounts as listed above.
  • Or any combination of the above


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