As of Dec. 15, Duck River Electric has updated their security procedures to confirm the member identity before releasing any account information.

Before discussing any account details, our member service representatives will now confirm the member’s identity using a four-digit pin. If a pin is not yet set up, representatives will use other account information to verify, then set a pin of the member’s choosing.

This higher level of security means our employees must confirm that they are speaking with someone listed on the account before sharing any details, including (but not limited to) contact details, balance due, payment methods, payment arrangements, and due dates.

This process is in place to protect our members and their personal information. This change also ensures that DREMC has up-to-date contact information for each member, so that we can reach the right person when we have important information to share about electric service.

We understand that this new layer of security can be frustrating for members who may have a long history of managing or making payments on an account that is not current in their name. If you routinely assist with another account, we encourage you to call during business hours so we can walk through solutions such as joint account access.