Have Questions?

Our frequently asked questions cover queries we get about general operations as well as Water & Electricity

Need more information? Feel free to use  our contact form

MUL Office

Customers are required to submit two (2) forms of valid picture identification, e.g. a passport or a driver’s license when requesting a new connection service, or if there is a change in tenancy or ownership of an existing property. Customers are also required to pay a refundable security deposit based on the information supplied on the application form – in relation to appliances to be used. This amount should cover an average of two months charges.  Commercial applicants should ensure that the refundable deposit paid is adequate to cover charges to be incurred on the account. 

For a detailed guide on applying for a new supply, click here

Customers may request a change of Name / Address via electronic or regular mail, telephone, or by completing the ‘Change of Customer’  form at the Main Office.

To learn more about the process, click here

Your Utility Bill is a breakdown of the charges you’ve incurred as an customer.  MUL, your energy and water supplier, sends you your utility bills on a monthly basis so that you can understand how much you owe. 

The average Utility Bill is made up of several different components; The billing date, electricity & water readings, monthly utility consumption, the address, the account information, and the utility charges.

To find out more about these terms and understanding your utility bill click here

If there has been an error with your bill or you did not receive a bill, the company can re-bill your account.

The company may estimate your bills if actual meter readings cannot be obtained due to dogs or gate close or any other reasons that cause inaccessibility of the meter.

MUL may authorize the disconnection of a customer’s electric or water service after proper notice is given. Service may be disconnected for non-payment of a bill, deferred payment arrangement, or deposit. The company may disconnect service in cases of emergencies, meter tampering, or unsafe conditions.

You should try to make payment arrangements before your bill is due or your service will be disconnected. Call (664) 491-2441 to make payment arrangements or request to enter into a deferred payment plan. It is important to keep up with the terms of the payment plan, or you could be disconnected.

Customers that have medical conditions and are at risk of being disconnected may request a deferred payment plan for the balance due. Each time a customer seeks to avoid disconnection of service under this subsection, the customer must accomplish all of the following by the stated date of disconnection:

  1. Have your attending physician (for purposes of this subsection, the “physician” shall mean any public health official, including medical doctors, doctors of osteopathy, nurse practitioners, registered nurses, and any other similar public health official) call or contact MUL no later than the stated date of disconnection;
  2. Have your attending physician submit a written statement to MUL; and
  3. Enter into a deferred payment plan

The company has a standard set of due date based on the various zones or service location therefore customers are prohibited from changing their due date.

Currently MUL does not charge customers late fees for electricity or water payments.

Electricity

Electricity usage is calculated each month via a tier system. Domestic electricity customers have two tiers:  which are only applicable to Domestic customers. Commercial, industrial and streetlight customers have one tier each. Tiers are based on the service, each having a different tariff rate.

To find out more about electricity rates and more about your electricity bill, click here

Your electricity bill can be calculated by identifying your last meter reading within your billing date. The billing date is the period that your meter is read. You can then subtract the last meter reading from your present meter reading to calculate how many units of electricity you have used. After determining if you are a domestic or commercial customer, multiply your corresponding rate by the units used.

For a detailed explanation on calculating your electricity bill, with examples, click here

If you have a electric meter and your latest bill is higher than normal, don’t panic – there could be a simple explanation.

An increase in your bill is normally because of an increase in the amount of  KW units you’re using. Your electric meter records all the electricity you use, which helps us to calculate your bills. Before you give us a call, please check the following below:

#1 – Have you recently bought and started using new electronics? Are you using the ones you have in your home more often than in the past?

#2 – Do you have old electrical appliances in your house?

#3 – Are you keeping a lot of appliances plugged in when they aren’t in use?

#4 – Do you have light bulbs that are not energy efficient?

#5 – Is your house is not properly insulated?

  • When all else fails, call an electrician.

When an electrical circuit malfunctions, it can seek a path to ground outside the established wires of the system, and such a situation is known as a ground fault. It is a dangerous situation, because when such a problem occurs, a human in contact with the wiring may suddenly become part of the easiest pathway to ground.

What causes a ground fault?

  • Loose connections
  • Worn wire insulation
  • Mis-wiring that causes the hot (or live) wire to directly connect with another pathway to ground

What happens due to ground faults?

Ground fault causes an enormous sudden increase in current flow. When a ground fault causes current to spike in this way, the circuit breaker for the circuit should trip and shut off the power.

Flickering lights are indicative of a dangerous electrical issue, such as a loose circuit connection, overheated wiring, splices coming apart, a fried fixture, a failing breaker switch, and an overloaded circuit. Call an electrician to look at the issue and have it fixed.

Water

If you have a water meter installed in your home, you’ll only be billed for the water you use, plus a small standing charge. This fixed charge is based on where you live, and is reflective of the cost of abstracting water from the area.

To see the rates for water charges and how to calculate your water bill, click here

Your water bill can be calculated by identifying your last meter reading within your billing date. The billing date is the period that your meter is read. You can then subtract the last meter reading from your present meter reading to calculate how many units of water you have used. After determining if you are a domestic or commercial customer, multiply your corresponding rate by the units used. You can then determine your fixed cost by calling our office. Your bill will be the total you calculated first, plus your fixed cost.

For a detailed explanation on calculating your water bill, with examples, click here

If you have a water meter and your latest bill is higher than normal, don’t panic – there could be a simple explanation. An increase in your bill is normally because of an increase in the amount of water you’re using. Your water meter records all the water you use, which helps us to calculate your bills.

before you give us a call, please check the following below:

#1 – Are there more people living in your home?

#2 – Do you have any new water-hungry appliances in your home?

#3 – Do you have a leak on your property?

#4 – Have you been using more water in the garden?

Was your previous bill an estimate? If so, we may have underestimated the amount of water you use, which means your most recent bill will appear much higher than your previous estimated bill.

Still not figured out what could have caused your bill to increase? Please give us a call on 1-664-491-2441 and we’ll be happy to help.

For more detailed questions on why your water bill may be high, click here

During its journey to your taps, there are a number of ways in which the appearance of your water may be affected, and occasionally it can become discolored.

The most common cause of discoloration is a change in the flow or pressure within the pipes – for example: as a result of a burst main in your area. The change in pressure can dislodge tiny deposits such as iron or manganese sediments, which may turn the water brown for a short period.

Your water may also appear cloudy, or white, on occasion. If you fill a glass of water and it clears from the bottom upwards then this means your water is just a little more aerated than usual. The bubbles will disappear if the water is left to stand.

In most cases, discolored water is not harmful and can be cleared by running cold kitchen tap at a steady flow until it clears. If the water does not clear after 20 minutes, please contact us for advice.

Water may be turned off due to one or more of the following reasons:

  • Disconnection for non-payment.
  • Repair of pipes at your house or apartment
  • Maintenance work in your area

The main reasons for low pressure are burst pipes and home plumbing problems. High demand in the morning and the number of people sharing a water supply can all cause low pressure.

In order to conserve water customers must ensure that they fix all leaking faucets and toilets