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Bill Redesign Fact Sheet

Background

Natural gas bills for Laclede Gas and Missouri Natural Gas customers have been redesigned. The updated layout offers detailed information regarding current and historical usage; a return payment envelope; and important information related to a customer's natural gas service. Electronic, Transportation, School Aggregation and Braille bills will continue to be produced in the previous format. This is the first bill update since 1995.

In order to determine what customers wanted in terms of bill reporting, Laclede Gas entered a comprehensive design process - which included focus groups in the Laclede Gas service area and research through the membership of the American Gas Association.

Customers should start to receive the new bills in the summer of 2007.

Features

The redesigned bill is larger than the previous postcard bill. The expanded format is letter-sized (8 ½"x11") and offers useful information on both sides of the document. In addition, it features:

  • easy to understand usage and account information – both detailed and in summary;
  • a return payment envelope (if paying by mail – other payments options are available and are detailed on the back of the bill);
  • a bar chart and table that compares current usage and billing information to the previous month and same month from the prior year;
  • important information regarding payment options, definitions of billing terms, and other helpful customer messages;
  • contact information for all billing and customer service needs; and
  • privacy protection (the document will arrive in an envelope, shielding account and other personal information).

Commitment to Customer Service

The updated natural gas bill underscores Laclede Gas' commitment to enhanced customer service. Customer suggestions were incorporated into the final design, which joins a long list of customer service improvements already introduced: extended call center hours; additional days of operation and more customer service representatives; convenient and multiple payment options; customer assistance programs; automated meter readings; a redesigned Web site and virtual hold technology, which offers callers the option of keeping their place in line and receiving a call back from a Laclede representative in lieu of remaining on hold.

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