Provide exceptional customer service by being professional, courteous and competent at all times. To be responsive to customers’ requests and concerns. Offer tips and recommendations that save our customers money. Continuously identify ways to make our operations more efficient. Establish a strong relationship with our residential and commercial customers.

The Customer Care Department supports the City of East Point’s major utility services, including Electric, Water, Sewer and Solid Waste. Customer Care is comprised of  three divisions: Meter, Customer Service and Collections. Our mission is to provide excellent customer service to our internal and external customers while following sound fiscal, operational and procedural guidelines. Welcome Brochure

IMPORTANT NOTIFICATIONS & SERVICES

Same Day Service: All applications must be completed and submitted by 3:00 p.m.

Next Day Service: All Applications must be completed and submitted by 4:00 p.m.

New to East Point?: Come by our office located at 2791 East Point Street to establish your utility services.

The Customer Care Department will be closed temporarily from 10:00 AM to 1:00 PM on the following dates listed to conduct meetings with the goal of better meeting the needs of you, our valued customer: April 15th, May 20th, June 17th, July 15th, August 18th, September 16th, October 21st, November 18th, and December 16th.

All payments must be made by close of business (Monday through Friday) no later than 5:00 PM to avoid interruption of service.

ONLINE PAYMENTS

BILLING INFORMATION

We will read your meter, compute usage, and bill you monthly. There is a base rate for all residential services, which includes electrical, garbage, water, and sewer services. Bills are also generated on active accounts with no usage.

The City of East Point has 18 billing cycles, all of which are arranged geographically in an effort to make the Customer Care meter reading system as efficient as possible. Billing dates are determined by the service location. The billing date will vary no more than three or four days during billing cycles. Contact Customer Care to inquire about the amount of your bill if you do not receive it.

There is a standard industry fee of $3.00 assessed to all accounts for Customer Care developments and upgrades. Periodically, fees will be increased to cover rising industry costs for the production of services. The $3.00 charge is assessed every month and was approved by East Point City Council per the 2014 Budget. *Please note the City of East Point will no longer assess fees for online or telephone services.

The environmental cost is an increase or decrease in rates that are charged to recover capital, operating and maintenance costs associated with government mandated environmental costs. These rates charged to electric utility customers may be increased or decreased in an amount per kWh through an environmental compliance cost recovery rider.

In keeping with sound financial management practices, the City’s policy ensures that its utilities are operated in a fiscally sound manner, and as such to make environmental compliance cost recovery adjustments, as necessary, to pass on compliance costs for federal mandates to utility customers.

The City of East Point offers customers E-Notification Billing, which is convenient and environmentally friendly. Please contact Customer Care at (404) 270-7010 to sign up for E-Notification Billing, change your email address and/or to verify your email address is on file.

Our meter readers use a hand-held computer to enter meter readings. This device may ask for verification if the consumption appears to be abnormally high or low. Meter reading accuracy is monitored and is consistently over 99%.

The monthly PCA Rider in cents per kilowatt (kWh) shall represent the difference between total East Point Power costs (including wholesale power, distribution system operations and maintenance, administrative charges, transfers and allocations paid to East Point’s general fund), and total East Point Power revenues (including sales of electricity and other operating receipts) divided by the total kWh hour sold to customers served under tariffs subject to such power cost adjustment (PCA). Application of this rider is at the sole discretion of the City of East Point. Applicable tariffs include residential, general service and small, medium and large power.

The City of East Point is offering year round open enrollment for the Senior Citizen Utility Discount Program, which provides a $7.00 per month discount on electric service for one senior residential account.

Eligible seniors must continually meet all of the following criteria:

  • Participant must be the named residential account holder.
  • 65 years old or older with an income not exceeding fifteen thousand dollars per year ($15,000).
  • Senior Citizen account holder must be a full time resident of the location where utility services are provided.
  • Account must remain in good standing with no overdue balance. Any billing cycle for which there accrues or remains an overdue balance will not have the senior discount applied.
  • Senior Citizen Account holder must provide evidence of continued residency and qualification by January 1st of every year to continue eligibility for the senior discount.
  • Interested parties may enroll in the program at the Customer Care Department, 2791 East Point Street. For more information call (404) 270-7010.

COMMERCIAL & RESIDENTIAL SERVICES

The City Ordinance mandates that a deposit and connection fee be required to initiate service for all customers as indicated in the Welcome Brochure.

REQUIREMENTS FOR ESTABLISHING NEW SERVICE

New residential service can only be established during the normal business hours of Monday through Friday, 8 AM to 4 PM. Please refer to the check list below to ensure you have the appropriate documents needed to establish new service.

One (1) document is required from this category:

  • Current Driver’s License
  • Current State Issued Identification
  • Current Military Identification
  • Current United States Passport or Passport Card

One (1) document is required from this category:

  • Original Social Security Card
  • Birth Certificate
  • Current Debit Card
  • Current Credit Card
  • Current Health Insurance Card
  • Current Work Identification with Photo
  • Current School Identification with Photo

One (1) document is required from this category:

  • Settlement Statement
  • Warranty Deed
  • Current Tax Bill

Three (3) documents are required from this category:

  • Listing agreement and signature required
  • Management Agreement with two (2) forms of Identification (Please see Categories A and B)
  • Copy of Real Estate License, if providing copy of listing agreement
  • Item(s) required by Category A above
  • Item(s) required by Category B above
  • If the listing or management agreements are in the name of a business, an employee I.D. with picture is required

One (1) document is required from this category:

  • Signed Lease by Tenant and Landlord

RESIDENTIAL DEPOSIT/FEES TO ESTABLISH SERVICE

  • $5.00 fee required for Credit Check
  • $100.00 to $200.00 deposit based on Credit Check Report
  • $60.00 Establishment Fee. In addition, deposit may be increased based upon the monthly average bill amount.
  • $40.00 Deposit for Same Day Service

LANDLORD AGREEMENT

For homeowners renting property, there is an opportunity to establish a Landlord Agreement, which is a savings to the property owner. In a Landlord Agreement, the deposit made to establish services remains on the account even when a tenant leaves the property. This deposit allows for an easy transition between tenants, permitting the property owner to avoid paying reoccurring deposit fees to establish service.

DEPOSIT REFUNDS

Upon termination of service, deposits are refunded partially or in full based on the final reading of the bill. If the final bill is less than the deposit, the difference will be refunded to the customer. However, if the final bill is more than the deposit, the balance must be paid within 45 days after the due date or the account will be sent to Collections.

TERMINATION OF SERVICE

The request to terminate service must be in writing, and include a Driver’s License or picture ID. Requests can either be faxed or delivered in person to Customer Care.

CONTACT US
Kelvin Miller

Manager

Customer Care

2791 E Point Street
East Point, GA 30344

Hours of Operation

Monday – Friday
8:00 AM – 5:00 PM

(404) 270-7010