Understanding Your Bill

I have another question not listed here.

Please reach out to our Contact Center at (207) 973-2000 or Toll Free US & Canada at 1-855-363-7211. We are happy to address any questions you have about your bill or the new design.

Where can I find more details about the rates used in the calculations on the bill?

All of the information about rate plans and how charges are calculated are included in the Rate Schedules for each rate plan. They can be found here.

When is the new design being released?

The new design is launching in November and December 2022. You should expect to start receiving your bill with the new design soon.

Do I need to do anything differently because of the new bill design?

Not at all. Later this year, you will receive your normally monthly bill with this new design. The new bill design does not impact how you receive your bill, how your charges are calculated, or how you make your payments. You can continue to pay through the same methods as with the previous design.

What is new on this bill?

This new bill has an updated look and contains more information about your usage, but there is no change to your charges, how they are calculated or what you owe.

The new design changes how information on the bill is presented and organized, making the most important information easier to find and understand. We’ve grouped charges by category, added simple breakdowns for how they are calculated and included explanations of their meaning. We’ve also added color and other design elements to highlight the most important detail and for easier comparisons to previous months, like if your usage has increased or decreased.

The new design also includes components specialized for specific programs. For instance, those on Net Energy Billing, including subscribers to Community Solar, can see their historic credits and overall credit balance, how many new credits were earned, and how they are applied to their bill. For those on Budget Billing, the bill will break out your Budget Billing Monthly Payment and how that amount was calculated. And those with multiple meters can view their historic costs for the past year as well as their historic energy usage per meter.

The design changed in 2021 for me. Why is it changing again?

In 2021, customers in northern Maine, who are a part of our Maine Public District operating region, were brought onto the same systems that are used for our Bangor Hydro District operating region. As a part of that change, northern Maine customers began receiving the same bill design that Bangor Hydro customers have been receiving for years - leaving one design for all of our customers. This newest bill design is a replacement of that previous design.

Why has the bill design been changed?

We heard from customers that the old bill design was not very user friendly. We wanted to create an updated design that is easy to read and clear to understand, for all customers. We held interviews, focus groups, and surveys with customers to create this new design.