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There are several reasons why an electric company may shut off your service. These include non-payment of bills, a broken payment arrangement, or an outstanding debt. However, there are situations where your utility cannot be shut off, even if you haven't paid your bill. For example, if you haven't received a Final Termination Notice, or if a doctor has certified that there is a medical emergency. If your service has been shut off, the utility company must turn it back on within 24 hours if you've paid the amount due or signed a payment agreement. Additionally, you may be able to seek help from your local fuel assistance office or work out a payment plan with the utility company if you're having trouble paying your bills.
| Characteristics | Values |
|---|---|
| When can the electric company shut off your service? | If you haven't paid your bill and: a Final Termination Notice has been sent to you; the amount owed was billed and due less than a year ago; there is no medical emergency; you have not filed a billing dispute; you have not paid the undisputed portion of the bill; you have not made a payment agreement. |
| What happens if your service has been shut off? | The utility has to turn service back on within 24 hours, where possible, if: you have paid the amount due; you have signed a payment agreement and made the down payment, if required; the local Department of Social Services agrees to make a direct payment on your behalf or provides a written guarantee of payment; the utility is notified that serious harm to health or safety is likely to result if service is not reconnected; you have a medical emergency; you are elderly, blind or disabled; the weather is cold (between November 1 and April 15). |
| What can you do if you are having trouble paying your bills? | You may seek help from your local fuel assistance office. Utility companies are often willing to work out a discount, budget, or payment plan. |
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What You'll Learn
- Utility companies may be willing to work out discounts, budget plans, or payment plans
- If you are elderly, blind, or disabled, your utility company will make special attempts to contact you before a scheduled shut-off
- If you are facing a medical emergency, you must make an effort to pay utility charges, and the PSC will help work out a reasonable payment arrangement
- If there is a billing dispute, you must pay the portion of the bill that is not in dispute
- If you have not received a Final Termination Notice, your service cannot be shut off
Utility companies may be willing to work out discounts, budget plans, or payment plans
If you are having trouble paying your utility bills, contact your utility provider and see what they can do. Many utilities have assistance programs for low-income consumers that can lower, postpone, or even cover your payments. If you can't get an ongoing discount, ask about a one-time credit. For instance, if a competing cellular carrier is offering a $150 credit to new customers, ask your carrier for a $150 credit to stay with them.
You can also research the rates offered by the company and its competitors. Are companies offering lower introductory rates, rebates, or extra services to new customers? Based on this information, set a goal for the discount you want and the minimum discount you're willing to settle for. You can also consider changing your level of service. For example, you may be able to get more data on your cellular plan or more movie channels on cable for the same amount.
If you are facing a medical emergency, your utility service is required to make reasonable efforts to work out a payment agreement with you. If you or all adults living with you are 62 years of age or older, blind, or disabled, the utility company will make special attempts to contact you by phone or in person at least three days before a scheduled service shut-off to try to work out a payment agreement. If you are facing financial hardship, contact your utility company and explain your situation. Many offer short-term payment programs, some of which are for all income levels.
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If you are elderly, blind, or disabled, your utility company will make special attempts to contact you before a scheduled shut-off
Utility companies are required to make special attempts to contact elderly, blind, or disabled customers before a scheduled shut-off. If all adults living in a residence are 62 years of age or older, blind, or disabled, the utility company will try to contact the customer by phone or, if necessary, in person, at least three days before a scheduled service shut-off. This is to help the customer keep their utility service on.
The utility company will attempt to work out a payment agreement with the customer. If the customer is unable to pay, the company will try to obtain payment or a guarantee of payment from the local Department of Social Services or a private organization. If the customer is experiencing financial hardship, they can submit a financial hardship form and provide proof, such as income-based documents or a doctor's note for a serious illness. Utility companies are often willing to work out discounts, budget plans, and payment plans.
If arrangements cannot be made, the company will notify the local Department of Social Services of the possible service shut-off and continue the service for another 15 business days. Additionally, if there is a reason to believe that someone may be harmed as a result of the service being shut off, the utility company will restore service for 15 business days and notify the local Department of Social Services to investigate.
In Massachusetts, if all residents of a home are 65 years of age or older, the utility company cannot shut off electricity or gas without permission from the Department of Public Utilities (DPU). This permission is rarely requested due to the requirement for a hearing before the DPU. Similar regulations are in place for accounts of those who are blind or disabled.
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If you are facing a medical emergency, you must make an effort to pay utility charges, and the PSC will help work out a reasonable payment arrangement
Utility services are essential, and losing access to them can be detrimental to one's health and well-being. During a medical emergency, the last thing anyone should worry about is having their utility services shut off. While it is important to make a reasonable effort to pay utility charges, there are protections in place to help you keep your services on.
The Public Service Commission (PSC) plays a crucial role in assisting individuals facing medical emergencies. If you are experiencing a medical emergency, you must first make a reasonable effort to pay your utility bills. However, if you are unable to pay in full or on time, the PSC will work with you to establish a reasonable payment arrangement. This arrangement ensures that you are not burdened with a large outstanding balance at the end of the medical emergency.
In the event that you are facing a medical emergency, it is important to contact your utility provider and inform them of your situation. You may be required to provide documentation, such as a licensed physician's statement or a notice from a public health or social services official, to verify the emergency. Once your utility provider is aware, they will make special attempts to contact you by phone or in person before scheduling any service shut-offs. This gives you an opportunity to work with them to find a solution.
Additionally, you have the option to select a "third party," such as a relative or friend, to receive notices related to service termination and help you negotiate payment terms with the utility company. This can be especially helpful if you are unable to fully understand the company's notices or feel overwhelmed by the situation. The utility company will assist you in designating this third party.
It is worth noting that utility companies are often willing to work with customers to find solutions. They may offer discount programs, budget plans, or payment arrangements that can help you manage your utility bills during this challenging time. Remember, if you are facing a medical emergency, you are not alone. Reach out for help, and know that the PSC and utility companies are there to support you in maintaining your essential utility services.
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If there is a billing dispute, you must pay the portion of the bill that is not in dispute
If you have a billing dispute, there are a few steps you can take to resolve the issue. Firstly, it is important to understand your rights as a consumer. In most cases, you have the right to withhold payment for the disputed amount and the creditor cannot attempt to collect this amount until the dispute is resolved. This means that you must pay the portion of the bill that is not in dispute. You should also be aware of any applicable grace periods that may be offered, as this can impact whether you incur additional finance charges.
If you are disputing a medical bill, there are specific steps you can take. You can request an independent third-party review of your bill to determine an appropriate payment. Additionally, if you and your healthcare provider agree on a payment amount, they are required to reduce your bill by a certain amount and notify an independent third-party reviewer. It is important to note that if you used health insurance, you typically cannot dispute the bill.
In the case of a residential utility service, there are situations where your service cannot be shut off even if you have not paid the bill due to a billing dispute. If you have filed a dispute with the utility company or the Public Service Commission (PSC), you must pay the portion of the bill that is not in dispute. Additionally, if there is a medical emergency, your utility service may be restored for a certain period, and you must work with the utility company to make reasonable payment arrangements.
It is important to note that if you are unable to pay your utility bills, you can seek help from your local fuel assistance office or contact the utility company directly to discuss possible payment plans or discounts. If you are 62 years of age or older, blind, or disabled, the utility company will make special attempts to contact you and work out a payment agreement before shutting off your service.
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If you have not received a Final Termination Notice, your service cannot be shut off
Utility companies are often willing to work out discounts, budget plans, and payment plans. If you are having trouble paying your utility bills, you may seek help from your local fuel assistance office. You do not have to be unemployed to get help.
Additionally, your service cannot be shut off if:
- The amount owed was billed and due over a year ago, and through no fault of your own, the utility company did not initiate termination procedures.
- A doctor certifies that there is a medical emergency.
- You have a billing dispute filed with your utility or the PSC regarding the amount owed, and you pay the undisputed portion of the bill.
- You make a payment agreement with the utility company.
- You make full payment when the utility company arrives to shut off the service.
Special protections are available for consumers with medical emergencies, and for those who are elderly, blind, or disabled. If you fall into one of these categories, you should notify your utility company so that they can code your account with this information. If your utility company is aware that you or all adults living with you are 62 years of age or older, blind, or disabled, they will make special attempts to contact you by phone or in person at least three days before a scheduled service shut-off. They will try to work out a payment agreement with you or obtain payment or a guarantee of payment from the local Department of Social Services or a private organization. If an arrangement cannot be made, the company will continue the service for another 15 business days and notify the local Department of Social Services of the possible service shut-off.
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Frequently asked questions
No, a Final Termination Notice must be sent to you before your service is shut off. If you believe your service was shut off without any notice, you can file a complaint with your state's regulatory commission.
If you are having trouble paying your utility bills, you can seek help from your local fuel assistance office or contact your utility company directly to work out a payment plan. You may also designate a "third party," such as a relative or friend, to receive notices relating to service termination and help you work out payment terms.
Yes, there are certain situations where the utility company cannot shut off your service, even if you haven't paid your bill. These include:
- If a Final Termination Notice has not been sent to you.
- If the amount owed was billed and due more than a year ago, and through no fault of your own, the utility company did not begin termination procedures.
- If a doctor certifies that there is a medical emergency.
- If you have a billing dispute filed with your utility company and you pay the portion of the bill that is not in dispute.
- If you make a payment agreement with the utility company.
