Customer Service

GENERAL STATEMENT

Rockwood Electric Utility has adopted the following rules, regulations, and rate schedules which are consistent with its contract with TVA for the resale of electric power to its consumers.  These will apply to all class types of service requested whether by contract or other agreements. Acceptance of service from the Utility constitutes approval by the customer of these rules and regulations but in no case shall they relieve any other existing or prior obligations to the Utility.

RESPONSIBILITY

All rules and regulations for the health and safety of its consumers as well as electrical inspections are given for guidance and REU will not be expected to enforce or be responsible for their application or use.  All electrical wiring by the customer or its contractor should be installed by the standards of the National Electrical Code and the State of Tennessee – Department of Commerce and Insurance. It is the responsibility of the State Inspector to inspect customer wiring to determine if it is installed according to standards and if it is safe to be connected to the Utility electrical power source.  REU reserves the right to refuse service if not approved by the State or if the installation for hook-up is not installed in the proper location and by the standards established by the Utility.  The Utility accepts no responsibility for damages to property or bodily injury where violations occur.

These rules and regulations are subject to change or revision without notice and when approved by the Board are to take effect immediately.

INFORMATION TO CUSTOMERS

Information to customers about rates and service policies are available upon application for service and upon request.   Requests for information may be made in person at the Rockwood or Kingston Office or by phone or mail.

Information may include, but is not limited to the following:

Establishing & Changing Services:

1.  Apply in person at the Rockwood or Kingston Office.
2.  Have a current rent receipt or lease agreement if you are renting; if buying, we must see proof of purchase.
3.  A valid ID is required.
4.  All fees must be paid at the time an application is made for service. For new construction please refer to the Customer Policy at the bottom of this page.  All information should be listed there, for questions call our office at 865-354-0514.  

To Discontinue Services:

1.  Call REU or come by our office.
2.  Provide your forwarding address.
3.  Some personal information may be asked for verification purposes.

• Rates and Charges

• Payment Options

  REU payments are accepted in person at both our Rockwood and Kingston office, or by mail at PO Box 108, Rockwood, TN 37854. Night Deposit boxes are available at both offices, as well as a 24/7 payment kiosk located in the drive-through of our Rockwood Office, by telephone interactive voice response, or toll-free by calling 1-866-549-4394.  You may also enroll in automatic bill pay via our EFT program. (EFT Form)

  Internet Payments are now available. Click here to pay your bill online using your utility account number and zip code. A confirmation number will appear on your screen once the payment has been processed.  Please keep a record of your Confirmation Number, or print the page for your records.  If you do not receive a confirmation number please contact our office at 865-354-0514 prior to attempting to make another payment.

  Telephone IVR payments can be made by calling 1-866-549-4394.

• Budget Billing Plan

  With “Budget Billing Plan” customers can pay the same amount for 11 months. In the 12th month, the budget billing settles up.  If the customer has a credit it is applied to the account.  If the customer has a debit it is paid in full on the bill. Differences are shown every month on the statement.  If you are interested call the office at 865-354-0514 or complete the online application (Budget Billing Plan).  Anyone who is already on budget billing will stay on it until they request to be removed from it.

• Rockwood Electric Utility Privacy and Refund Policy

  Payment information will be kept confidential and will not be used for any purpose other than transactions.  We generally do not issue refunds for payments.  However, if you have a question about your payment, and/or you wish to inquire about a potential refund, please call our office at 865-354-0514.

Customers shall be notified of the availability of service policies, rate information and energy use by public displays, radio, newspaper or mail.

• “Thinking of Others” Program

  12 years ago we started a Thinking of Others Program at Rockwood Electric Utility.  This program has been very successful helping hundreds of customers with their electric bills.  If you want to be part of or opt out of this program, please contact Rockwood Electric Utility at 865-717-5400.

Rockwood Electric Utility Schedule of Rules and Regulations; March 2017     [  view document  ]*