PUD reviews dormant service applications, potential customer refunds

CHELAN COUNTY — Chelan County Public Utility District staff are preparing a comprehensive review of more than 1,000 pending service connection orders that could result in customer refunds totaling as much as $1 million, following questions raised during a recent commission meeting.

The pending orders include applications for electric, water, wastewater, and broadband connections where customers paid upfront fees but never completed their projects. PUD officials said many of the applications date back several years, with some going back more than a decade, and reflect projects that were delayed, paused, or abandoned as economic conditions changed.

Staff told commissioners that historically, about 30 percent of service applications never move forward. What has changed is the volume of pending orders where money remains on the books, prompting a deeper review than the district typically conducts.

According to staff, customers may have halted projects for a range of reasons, including job changes, relocation, family circumstances, or rising construction costs. In some cases, the PUD has lost contact with applicants, particularly where no active utility account was ever established.

The district plans to begin outreach efforts this winter, starting with approximately 200 older applications from before 2023. That outreach will include postcards, emails, phone calls, and, where necessary, additional records searches to locate customers or verify project status.

If projects are confirmed as inactive, the PUD may issue refunds for unspent portions of connection fees. Refund amounts would be reduced by any engineering, material, or administrative costs already incurred. Staff said some customers may receive refunds without prior contact if outreach attempts are unsuccessful.

Commissioners emphasized the importance of ensuring funds are returned appropriately and accurately accounted for, particularly as the district prepares for future system upgrades and data transitions.

Staff said the review will also help improve internal tracking and customer service by clarifying which projects remain viable and which should be formally closed. Updates on the process and the total dollar amount involved are expected to come back to the commission as the review progresses.

Andrew Simpson: 509-433-7626 or andrew@ward.media