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DU extends COVID-19 precautions

UPDATED 3-27-20

The ongoing COVID-19 crisis has created personal health and economic uncertainty for many Decatur citizens. Decatur Utilities remains committed to its mission of providing safe, reliable utility services at the lowest feasible cost, while meeting the needs of our employees and customers. Toward that end, DU General Manager Ray Hardin announced today that Decatur Utilities is extending the following precautionary measures for the foreseeable future.

Suspension of Disconnection for Non-Payment of All Utility Services EXTENDED

Until further notice, DU will continue to suspend the normal practice of disconnecting utility services for nonpayment. With summer approaching and usage expected to increase, customers are encouraged to make payments toward their bill as they are able during this time.

DU Lobby Closure EXTENDED

Until further notice, the DU lobby will remain closed to the public.

Online/Phone Payment and Customer Service Alternatives

Payment Options

  • Online at

  • SmartHub app

  • Phone by calling 256-552-1400 Opt. 3

  • DU drive-thru lanes

  • Self-Service Kiosks at the Main Office

  • Bank Draft

  • Mail to PO Box 2232, Decatur, AL 35609-2232

Other Customer Service

  • Customers needing to start, stop or transfer utility service can do so remotely by calling 256-552-1440 Opt. 4 or via email to

NOTE: DU continues to operate with limited staff to limit exposure. Customers may experience longer-than-normal call wait times.

DU will make an official announcement via social and traditional media outlets when operations return to normal.

Other Important Information:

Drinking Water Safety and Quality

The COVID-19 virus has no impact on the quality or safety of DU’s drinking water. Our water treatment and disinfection process removes or inactivates viruses of this type.

Do Not Flush Wipes Or Other Materials - Even If Labeled Disposable!

DU asks that you do not flush anything other than toilet paper as other materials, even items labeled as “disposable” or “flushable” can clog both your sewer service line as well as DU’s collection mains. Please dispose of any wipes, diapers, swabs, pads, paper towels, facial tissue, bio-pads, and feminine hygiene products in the trash.

Scam Attempts

Be aware of scammers taking advantage of the COVID-19 outbreak. DU does not demand payment via credit/debit or prepaid card over the phone. Scammers may also play upon COVID-19 fears by offering “alternative” payment methods. Even if DU’s phone number appears in the Caller ID display, any demand of this type is a scam. Customers should hang up and call DU at 256-552-1400 to certify account status and report the scam attempt.

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