A sample of a Dunning Notice.
PHILIPSBURG--NV GEBE has introduced a Temporary Collection Policy aimed at helping customers bring their accounts up to date while maintaining electricity and water services through flexible payment arrangements and customer assistance programmes.
The company also announced that service disconnections will resume during the week of July 20 for customers with unpaid invoices dating from January 1, 2026, whose payment obligations have not been met.
The utility company said the phased Temporary Collection Policy is intended to support customers facing financial challenges while ensuring the long-term financial sustainability of its operations.
Temporary Manager Iris Arrindell said the company is committed to balancing compassion with accountability. "Our customers are at the heart of everything we do."
She said the phased collection approach will initially focus on outstanding balances from January 2026 to the present. Customers with unpaid balances for the period January through June 2026 will begin receiving additional account information by mail and email, including their regular utility invoice showing the total amount owed, a dunning notice relating to outstanding 2026 balances, and an account statement covering outstanding balances for 2026.
According to NV GEBE, the additional notices are intended to provide customers with complete transparency regarding their accounts and to give them every opportunity to resolve outstanding balances before further collection action becomes necessary.
As it relates to the resumption of disconnections, NV GEBE stressed that its goal is not to disconnect customers, but to help them remain connected by encouraging them to make payment arrangements before their accounts reach the disconnection stage.
Flexible payment plans, customer assistance and senior relief programmes remain available for qualifying individuals and families experiencing financial hardship.
The company also acknowledged that last year's cyber incident created uncertainty and frustration regarding billing and account information. It said its teams have since worked to restore systems, strengthen security, improve operations and ensure the accuracy and reliability of customer records.
NV GEBE said it remains committed to reviewing legitimate billing enquiries fairly and encouraged customers with questions or concerns to contact its Customer Care Department for account reviews and utility assessments where necessary.
The company also urged customers to update their mailing addresses, email addresses and telephone numbers to ensure they receive invoices, account notices and other important communications in a timely manner.
NV GEBE said every payment received helps maintain and improve the infrastructure, equipment and workforce needed to provide reliable electricity and water services across the island.
Customers needing payment arrangements, customer relief programmes, account assistance or wishing to update their contact information are encouraged to visit the company's Philipsburg or Cole Bay locations.
