After a series of improvements post-launch, the City of Richmond Department of Public Utilities (DPU) has addressed all known system conversion issues and will continue to monitor the billing system’s performance over the next several weeks to ensure it is operating as intended. After this monitoring period, DPU’s customer service priority will focus on improving efficiencies through process enhancements, accountability and verification the new system provides. These further refinements will ensure DPU continues to provide more accurate bills and more efficient service for customers.
The Department of Public Utilities remains committed to delivering the modern, dependable utility experience customers expect and deserve and appreciates customers’ patience during this transition. In the coming weeks and months, customers will continue to see progress as DPU further refines and streamlines its processes.
For the latest information, customers can visit go.rva.gov/dpubillupdates or follow DPU’s official social media channels.
All customers have been assigned new 10-digit account numbers, as noted on new bills or searchable at an online account lookup tool.
Any customer using bill pay through a financial institution should update their account number and the correct mailing address with that institution to ensure correct processing and prevent any delays.
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City of Richmond
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