DPU Taking Steps to Support Customers During Coronavirus Pandemic
Issued March 19, 2020
To ensure the safety of our customers and employees, we are closely following the guidance of the Centers for Disease Control and Prevention, the Emergency declarations of the President of the United States of America and the Governor of South Carolina, eliminating all non-essential travel and abiding by all travel restrictions, and limiting large internal and external meetings and gatherings. We are also ensuring our essential employees who regularly interact with customers have the appropriate equipment to perform their jobs safely.
How will COVID-19 impact my service?
We are committed to performing our critical role, delivering safe and reliable utilities to our customers in the communities we serve. We have robust plans to ensure continued electric, natural gas, water and wastewater service for our customers and do not foresee any issues meeting our customers’ utility needs.
Our lobbies are currently closed, however, our drive thru is open to take payments and transact as needed between 8:00am – 5:00pm. You can also use our website or call our office to speak with a representative.
Importantly, DPU is suspending service disconnections and will be working with customers on a case-by-case basis to establish payment arrangements and identify energy assistance options.
How will COVID-19 impact other DPU services?
At this time, DPU will continue to respond to requests to start or stop services which, in many cases, can be done remotely, without accessing customer homes and businesses.
Due to the social distancing requirements outlined by the CDC and government officials, we are currently suspending the entry of our staff to a customer’s home or business. This includes lighting of any gas pilot lights or INSIDE leak investigations which require our staff to enter a customer’s home or business. due to the social distancing requirements outlined by the CDC.
Inside leak calls will have an outside leak investigation conducted and then have the gas meter turned off until the customer has a qualified gas plumber correct the issue and a permit is issued to be turned back on.
Options Available for gas service to be turned or pilots to be lit that require entry to a customer’s home or business through April 2020 (unless guidance changes from the CDC)
- Reschedule the service order to a later date
- The DPU will waive any additional trip fees associated with return trips
- The customer can reschedule the start of service and hire a qualified third party to light the pilot.
We understand this may cause some inconvenience and we sincerely apologize for the trouble it may cause, however, the safety of our employees and customers is paramount.
Please contact customer service with any questions or concerns – 803-268-4050