Sounds about right to me. Try working daily with the public taking credit apps, it is a real eye opener.
The most active depts in any utility are the folks that discontinue service for lack of payment.
I don't doubt it. I guess I just expect it to be better than that. I'm reminded of a rule I heard about 30 years ago called the 80/20 rule. 80% of the problems are caused by 20% of the people. It applies pretty much across the board. 80% of crime is caused by 20% of the population. 80% of customer issues are caused by 20% of your customers. Etc.