ELECTRIC BILLING PRACTICES AND PROCEDURES | PAGE 1
AUGUST 2024
Electric Billing Practices and Procedures
and other disclosures
DEPOSITS & CREDIT
Seattle City Light does not require a deposit or credit to establish service.
DEPOSITS FOR CONSTRUCTION
For installations of electric services estimated to be equal to or less than $50,000 (looped radial) or
$100,000 (network), charges must be paid prior to the commencement of work. For installations valuing
more than those amounts, actual time and material costs will be billed, and they require advance
payment of 20% of the total estimate before work begins. Refer to City Light’s Service Installations
Department Policies and Procedures (clerk.seattle.gov/~CFS/CF_321471.pdf) for additional details.
RATES & CHARGES
Retail rates are published on our website by service area classification:
• Residential rates - www.seattle.gov/city-light/residential-services/billing-information/rates
• Business rates - www.seattle.gov/city-light/business-solutions/business-billing-and-account-
information/business-rates
Additional charges can be found in the following City Light Department Policies and Procedures (DPP):
• Account Service Charges DPP - clerk.seattle.gov/~CFS/CF_321961.pdf
• Credit and Collection DPP - clerk.seattle.gov/~CFS/CF_321654.pdf
• Advanced Metering opt-out DPP - clerk.seattle.gov/~CFS/CF_319983.pdf
• Service Installations DPP - clerk.seattle.gov/~CFS/CF_321471.pdf
• Public Electric Vehicle Charging Stations DPP - clerk.seattle.gov/~CFS/CF_321852.pdf
SETTING OF RATES & NOTICES OF PUBLIC HEARINGS
Rates are established by the Seattle City Council (www.seattle.gov/council), whereby rates are generally
reviewed and approved every two years. To receive notices of City Council public hearings including
public meetings where electric utility rates are considered and approved, sign up to receive agendas
(www.seattle.gov/council/committees). You may also:
ELECTRIC BILLING PRACTICES AND PROCEDURES | PAGE 2
View City Council’s calendar - www.seattle.gov/council/calendar
Subscribe to receive calendar updates - eventactions.com/eventactions/seattle-city-
council#/subscribe
Watch coverage of regularly scheduled meetings - www.seattle.gov/council/watch-council-live
Submit public comments - www.seattle.gov/cityclerk/agendas-and-legislative-resources/city-
council-agendas/public-comment-guide
BILLING RESPONSIBILITY AND STARTING/STOPPING SERVICE
City Light holds customers named on the account, co-applicants, and adults receiving electric services in
a household (e.g., spouse, domestic partner, roommates) as financially responsible parties for electric
bills. It is the customer’s responsibility to ensure that the meter billed is the meter serving their home.
Property owners and tenants are equally responsible for notifying City Light within 10 business days of
any changes in occupancy and/or ownership. Residential and business customers can call our Contact
Center at (206) 684-3000, submit a request through City Light’s online portal (myutilities.seattle.gov/),
or visit one of our payment centers in person to start or stop service. Property owners and their agents
may start and stop services for tenants on our Landlord, Owner, Agent portal (www.seattle.gov/city-
light/business-solutions/landlord-owner-agents). Landlords may be held responsible for all or part of a
delinquent tenant account if we are not properly notified tenancy changes.
City Light complies with the City of Seattle Identity Theft Protection Program. When you request service,
you must verify your identity either through an online check or by showing identification at one of our
payment centers. If a property owner submits information for a tenant through our Landlord, Owner
Agent portal, they must attest that they have verified your identity. Service accounts will not be opened
without acceptable proof of identity.
BILLING STATEMENTS, PAYMENTS, AND DISPUTES
Statements: Billing statements are issued on either a monthly or, more commonly, a bi-monthly basis.
We publish information on our website on how to read your bill and publish tips through social media
or within the mailed billing statement. If you have questions on how to read your bill, please call the
Contact Center or review the information on our webpage:
Residential - www.seattle.gov/city-light/residential-services/billing-information/understanding-my-
bill
Business - www.seattle.gov/city-light/business-solutions/business-billing-and-account-information
You may choose to receive a paper bill or to receive it electronically. The due date is clearly stated on
the billing statement and the charges become delinquent thereafter.
Payments: You can make a payment in several ways:
In person at one of our customer service centers - www.seattle.gov/city-light/residential-
services/billing-information/payment-centers
Through the mail - City of Seattle, PO Box 35178, Seattle, WA 98124-5178
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Through a bill pay service (like your bank)
Over the phone* - 206-684-3000
Through the City of Seattle Utility Services Website - myutilities.seattle.gov/
Creating an account on our Utility Services Website offers many benefits, including account access,
make simple changes to your contact information, set up automatic payments, make one-time
payments, control your billing preferences, and request account connection or disconnection.
Payments are applied to the oldest outstanding debts first.
*If you call our Contact Center and elect to make a payment with a live agent, you will be transferred to
an outside firm to process your payment. This is done to protect your private information.
Dispute a Bill: If you have reason to question charges or want to dispute a bill, please call our Contact
Center at 206-684-3000. If your charges need further review, the Contact Center may refer you to a
Specialized Customer Care Team who can analyze your power usage and charges, gather technical
expertise, and work with you to resolve your concern.
If a billing issue is not resolved to your satisfaction, the matter is eligible for review through our
progressive dispute resolution process, which includes a four-level review, the final of which is with
Seattle City Light’s Hearing Officer. Detailed information on this process is available in the Customer
Dispute Resolution and Utility Hearing Officer DPP (clerk.seattle.gov/~CFS/CF_321349.pdf). There are
time limitations on the ability to file with the Hearing Officer after the third-level review is complete.
Please review the information on our website regarding disputes (www.seattle.gov/city-light/residential-
services/billing-information) and call our Contact Center to initiate the first level review of your account.
PAYMENT PLANS
If you cannot pay a bill on time or have a past due balance, please contact us immediately. We can help
you make a payment plan. Short-term payment plans can be made through our customer service portal.
Call our Contact Center or visit www.seattle.gov/city-light/residential-services/billing-information/make-
payment-arrangements.
BUDGET BILLING
Budget Billing is an optional payment plan that, based on a customer’s last 12 months of usage, spreads
estimated annual utility charges evenly over an entire year so that a customer pays the same amount
every bill. At the end of the plan year, charges will be adjusted to align with actual usage and a new
payment amount will be set for the upcoming year. Please call the Contact Center to sign up for this
optional plan.
FINANCIAL ASSISTANCE
We have several programs designed to assist you if you have trouble paying your bill. The programs are
described below; for more details, please call the Contact Center or visit our website
www.seattle.gov/city-light/residential-services/billing-information/payment-assistance-programs.
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Our Utility Discount Program offers a 60% discount on electric service. Depending on your address,
you may also be eligible for a credit on your account for Seattle Public Utilities (SPU) services such as
water, sewer, and garbage, if these charges are included in your rent and you do not have an SPU
account that you pay directly. Visit www.seattle.gov/UDP to apply.
We also offer Emergency Bill Assistance to help with needs on an existing balance. Grants may be
given up to two times per year, up to $500 each. Project Share is a program funded by donations and
offers up to $250 one-time assistance for existing balances. Call 206-684-3688 to see if you qualify for
either of these programs.
We partner with several community-based organizations to apply Federal Energy Assistance to utility
bills. These programs are need-based and most have an application and eligibility requirements. You
can apply for assistance from multiple programs. Please contact the community-based organizations
directly and ask about assistance. For a current list of organizations, call the Contact Center or visit
www.seattle.gov/city-light/residential-services/billing-information/payment-assistance-
programs#federalenergyassistanceprogram
There may be additional federal or state funds available for customers impacted by Covid-19. If these
funds become available, they will be distributed in accordance with the requirements of the program.
Information and requirements for these programs are determined by the funding entity (e.g., the state
of Washington) at the time the program is released. To be eligible for these funds, you may be required
to participate in another discount program, such as the Utility Discount Program.
ESTIMATED BILLS
The utility bills customers based on actual reads recorded by electric meters that are predominantly
Advanced Metering Infrastructure (AMI) meters. AMI meters are programmed to automatically send
consumption data to the utility on a regular basis, eliminating the need to send a meter reader to the
property. However, in some circumstances City Light may need to estimate consumption. Examples
include:
• Shortage of staff available to read a non-AMI meter.
• A non-AMI meter is read incorrectly by staff.
• Premise access barriers—like a locked gate, a menacing dog, or difficult terrain—prevent utility
staff from reading a non-AMI meter.
• A change in seasonal rates in the middle of a bill cycle.
• A bill segment is longer or shorter than a normal billing period.
• A meter is tampered with whereby electricity is diverted from being registered by the meter.
• A meter is not properly linked to a customer’s account.
• A meter malfunctions.
• A problem with the wireless network prevents an AMI meter from transmitting usage data.
• An unexpected error occurs with the utility’s billing system.
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Pursuant to Seattle Municipal Code, estimates will be calculated using standard engineering practices,
which may include but are not limited to regression analysis, customer loads, load comparison, meter
conditions, and test readings. In cases where estimates cannot be made using standard engineering
techniques, the longest periods before and/or after the period of usage may be averaged to arrive at an
estimated rate of consumption. When an actual read is acquired, the estimated bill will be adjusted.
In line with these standards, City Light will use the following table to estimate consumption for
residential customers: (1) if no meter is installed to register actual usage; (2) if there is a problem
loading meter reads to our billing system; or (3) if due to no fault of the customer, the utility issues
estimated or subsequent true-up bills.
PRESUMPTIVE CONSUMPTION TABLE FOR RESIDENTIAL CUSTOMERS
Consumption
Level
Calculation
Basis
Value at
2021 Rates
Normal
70% of average consumption
$46.76/month
Below Average
50% of average consumption
$33.40/month
Above Average
130% of average consumption
$86.85/month
REQUESTING A METER TEST
If you receive a high electric bill and are concerned it may be attributable to an inaccurate meter, you
may request a meter test. Under these circumstances, City Light will first determine if the cause of a
high electric bill is discernable via internal monitoring systems – either through Customer Contact and
Billing (CC&B) or Meter Solution Cloud Service (MSCS). If City Light determines the cause of a high
electric bill, City Light will communicate an identified cause to the customer.
If this preliminary investigation does not resolve the concern, technicians may perform one or more of
the following on the meter:
Test the meter for accuracy.
Verify the functional integrity of the meter.
Troubleshoot meter communication issues.
Replace the meter when necessary.
If a meter test is performed, City Light will communicate the results of the meter test to the customer.
All electricity meter and instrument transformers used by City Light for billing purposes are
manufacturer certified to meet American National Standards Institute (ANSI) accuracy standards. City
Light only purchases electricity meters and instrument transformers that meet or exceed ANSI
standards. City Light’s meter department performs full-lot or statistical sample testing of all new meters
and instrument transformers to verify accuracy in accordance with ANSI standards. The utility operates a
calibration laboratory that maintains, tests and calibrates test equipment to ensure accuracy in
ELECTRIC BILLING PRACTICES AND PROCEDURES | PAGE 6
accordance with ANSI standards and traceability to the National Institute of Standards and Technology
(NIST).
DISCONNECTION OF SERVICE
Electric service may be terminated by City Light for the following reasons:
Failure to timely pay a bill or make satisfactory payment agreement.
Failure to comply with terms of a payment agreement.
Failure to correct impaired or unsafe access to the utility meters or service within a reasonable time
after being requested to do so.
Failure to separate an electrical meter or other utility equipment from living quarters after being
requested to do so.
A customer’s wiring or electrical equipment is defective or hazardous to life or property.
Unauthorized use of service. If your service has been disconnected, it is illegal for you to reconnect
it. See the Current Diversion DPP (clerk.seattle.gov/~CFS/CF_312024.pdf).
Upon a customer’s request to disconnect. For disconnections when a property is vacant, see the
Electric Service Disconnect/Reconnect – Vacant Premises DPP
(www.seattle.gov/Documents/Departments/CityLight/PolicyResVacancyBilling.pdf).
Upon Seattle Department of Construction & Inspections’ request for disconnection when a building
is vacant.
Failure to comply with the utility’s written rules and regulations.
Disconnections may be delayed under the circumstances listed in Section 2.7.2 of the Credit &
Collections DPP (clerk.seattle.gov/~CFS/CF_321654.pdf).
Prerequisites for Disconnection: Before shutting off electric service due to a delinquency, we provide
two notices. Notifications will be sent to the contact information on record. Failure to receive
notification will not prevent disconnection.
Avoiding Shutoff: To avoid disconnections due to delinquency, stay current by timely submitting
payments by the bill due date or payment agreement date. If you cannot stay current, submit payment
in full as promptly as possible before the shutoff date, or contact the utility to establish a payment
agreement and to determine whether you are eligible for financial assistance to avoid disconnection.
PUBLIC INFORMATION DISCLOSURES
We follow federal and state laws about information disclosure whenever we work with outside
governmental agencies and in answering Public Disclosure Requests (www.seattle.gov/public-
records/public-records-request-center). Business partners and contracted vendors who receive or
collect personal information from us or for us to deliver City services must agree to our privacy
requirements. If you need additional information, please visit our “Sharing Information with Third
Parties” section of our Privacy Policy (www.seattle.gov/city-light/about-us/what-we-do/privacy-policy).
PRIVACY STANDARDS
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We follow the City’s Privacy Statement (www.seattle.gov/tech/initiatives/privacy/privacy-statement) and
City Light’s Privacy Policy (www.seattle.gov/city-light/about-us/what-we-do/privacy-policy). These
resources explain how we collect, use, and retain your information.
ANNUAL REPORT
City Light’s latest annual report can be accessed online at www.seattle.gov/city-light/about-
us/communications/publications.