Show All Answers

1. How do I set up new service, transfer existing service, or terminate service?

Please come into the customer service office for setting up new service. The following will be required for setting up service :

• 24-hour notice
  
• Copy of lease (if renting)
  
• Current picture ID
  
• Deposit (if renting), amount will vary on address and services provided

Please contact our office by phone or email to request a termination of service, please allow 24 hours for request to be processed. If emailing your request please include date of termination, forwarding address, and contact phone number. You will receive a confirmation email confirming your request.

2. What are the deposit amounts?

Deposit amounts are as follows:

• Electric - $100
  
• All Electric - $150
  
• Water - $30
  
• Gas - $100

3. Why do I have to pay a deposit for utility service?

A deposit is required on all accounts, unless you own the property. The deposit remains on the account until the account is terminated or 3 years of good service, meaning no missed payments. If the account is for commercial use, the deposit will be based on 2 times the average bill.

4. How does your billing system work?

A meter reader from the Public Works Department will read the meters once a month, the date is based on billing area. The readings are then sent to the Utility Billing Office where a report is ran to flag any questionable readings, a work order will be issued to reread the meters and correct readings, if needed. A billing update is then done to process the bills, they are then printed and sent to the post office immediately.

Bills are due 20 days from the print date. If you do not receive a bill please call our office or email us, requesting a copy of your bill. The due date will appear on each billing statement, there will be a two-day grace period from the due date before any late fees are accessed on the account.

Contact our office immediately if there is a dispute in your billing statement. A work order may be issued to recheck the meters and will be returned to our office usually in one or two business days.

If a meter is estimated due to not having access to the meters, the customer can call or email our office with the correct readings, they will be entered on your account according to the billing dates. Please make sure to include name on the account, address, and a contact number.

5. What is Purchased Power?

The Purchased Power Adjustment is a charge added to each month’s bill to provide for the increasing cost of electricity from the Village’s electric supplier. This charge will change from month to month based on our cost of electricity. The Purchased Power Adjustment rate applies to all kilowatt hours used each month.

6. What is the difference between gas supply charge and gas service charge?

Gas supply is the amount of consumption the customer uses, the cost per therm will vary each month and the gas service charge is what it costs the Village of Rantoul to maintain the gas lines, the meters, and to service the customer.

7. How long do I have before being disconnected?

A disconnection of service will occur 15 - 20 days from the due date of the bill. A disconnection notice will be sent out with a current bill, providing a date of disconnect. If payment or agreement is not made on the account by the date of the disconnection notice, the service will be terminated the following day.

A $50 reconnection fee will need to be paid along with the past due balance for service to be reconnected. If service is disconnected a following time, an additional deposit will be required on the account.

Regional Planning Commission of Champaign County will assist customers by pledging payment on the account. Customers can call (217) 384-1226 to inquire about the program and the guidelines for qualifications.

There are no reconnections after 4:00 pm. Payments received after 4:00 pm will be reconnected the following business day. All reconnections are done between the hours of 1:00 and 4:00 pm, regardless of the time payment.

8. How do I find my cycle and route for my billing area?

Cycle and route information can be found on all current bills and past due notices. This information will help determine when your utility bill will be is due and how far you can extend out a payment agreement. If you move to a new residence, your cycle and route will more than likely change. If you need further assitance please call Customer Service at (217) 893-1661 ext 1 Cycle and Route Information

9. How can I sign a payment agreement?

Customers can now sign agreements on line or, by coming into the office by the date of the disconnection notice. Payment Agreement

10. What do I need to do if I have a life threatening medical condition?

A medical form must be completed and signed by your doctor every 30 days. The doctor must state that it is life threatening, it will not be accepted without that stated. If this is to get service reconnected and a payment will not be recieved immediately, a limiter will be placed on the meter to allow enough power to operate the medical devices, the limiter will not be removed until the full past due balace is paid along with a $50 service fee to remove the limiter. If the past due is not paid within 30 days of the date on the medical, the limiter will be removed and service disconnected until the account is brought up to date with payment. This medical can be faxed back to our office at (217) 893-0503. This is the customers responsiblity to make sure the Customer Service office will accept this medical. Medical Form

11. How do I contact Regional Planning for LIHEAP assistance?

The Regional Planning Commission is in charge of the LIHEAP assistance for Champaign County. They are located in the Brookens Building at 1776 E. Washington St, Urbana, IL 61802. Please contact them at 217-384-1226, for qualifications and setting up. LIHEAP assistance

12. How can I pay my bill and what forms of payment do you accept?

Payment options are as follows:

• Paying by debit / credit card online. A $3.50 service fee is assessed on all online payments.
  
• Cash, check, money order, or debit / credit card
  
• Customers can come into the office Monday - Friday, 8:00 am to 5:00 pm, there is also a drive thru located on the south side of our building for drop of payments and an after hours box is available.
  
• Payments may be mailed to:
  Village of Rantoul
  333 S. Tanner
  Rantoul, IL 61866
  
• Payments may be automatically deducted from the customer’s bank account, to start up please contact Customer Service.
  
• Current balances may be paid at Bank of Rantoul or Busey Bank, both located in Rantoul, please provide a current bill stub, no past due payments will be accepted
  

13. Who do I contact to report or inquire about a power outage?

The Public Works Department handles all power outages, to report a power outage please contact 217-892-6526