Avoid Having Your Utility Shut Off
Dear Consumer Advisor,
Recently I got laid off from my job and I'm having a really hard time keeping up with my utility bills. Some months I pay the entire amount, but at other times I simply can't afford to. I'm worried about having my power shut off. I also wonder about the elderly and those with medical conditions who are in similar situations. Under what circumstances does a utility company have the right to shut off a customer's power?
Sincerely, Afraid of the Dark
Dear Afraid,The most common reason utility service is shut off is nonpayment. However, even in cases of nonpayment, there are certain requirements and limits a utility must abide by before disconnecting a customer.
Some of these guidelines are as follows:
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Your power cannot be shut off for nonpayment on Saturdays, Sundays, legal holidays other days when the utility's public offices are closed.
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If a shut off would be life-threatening either to you or to someone who lives with you and you can provide certification from a licensed physician, public health nurse, or social worker, the utility is required to extend payment arrangements.
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You must be notified before your power is shut-off. PG&E customers are entitled to a 15-day notice of termination followed by a 48-hour notice. SCE customers must receive a 15-day notice followed by a 5 day notice. And customers of SDG&E are required to receive notice of termination at least 24 hours prior to the proposed shut-off. You should also receive an explanation for the proposed shut-off and the options you have to prevent termination, such as payment arrangements and appeals to your utility or the California Public Utilities Commission (CPUC).
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If you cannot pay your entire bill in but you are able to make partial payments, the utility must extend your payments. Extended payment arrangements consist of installments on what you owe (usually over a period of no more than 12 months) as well as current payments. (See below for more information on installment payments and click here for more on negotiating a payment plan).
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Don't agree to an installment plan you can't afford! When you agree to an installment plan and do not stick to it, the entire amount you owe immediately becomes due and service may be terminated after 48 hours notice, either by phone or in writing. However, if there was a change in circumstances (job loss, illness, etc.), you may be able to argue that a revised plan is necessary.
It is your responsibility as a customer to contact the utility to request payment arrangements.
Your utility company should propose a payment schedule that takes into account your individual financial situation and your payment history. If you have difficulty reaching an agreement with your utility, contact the CPUC at 1.800.649.7570 (press "0" when the automated voice menu picks up). Once you have filed a complaint with the CPUC, your utility has 10 days to respond. If the proposed termination is scheduled to occur within these 10 days, urge the CPUC representative to assist you in getting a quicker response from your utility. The CPUC can also help you and your utility reach an agreement.
Avoiding A Shut Off During a Billing Dispute
Failure to follow the proper procedures while disputing a bill can result in a shut-off. If you think your bill is incorrect you should first try to negotiate with the utility by requesting to speak with a manager or supervisor. If that fails, you should file a complaint with the CPUC immediately. If you file a complaint within 5 days of receiving the disputed bill, your power cannot be shut off until the CPUC has issued a decision and the case has been closed. (Even if more than 5 days have passed, however, appealing to your utility and/or the CPUC in an attempt to work something out may buy you some time and is always worth a try).
Don't wait for a shut off notice to contact the CPUC if you want to dispute your bill. Protect yourself by notifying your utility as soon as possible of your intent to dispute your bill and your reasons for doing so. You should also make sure that any bills you receive after the disputed one are paid in full (minus any disputed amount) and on time.
Municipal Utilities
The CPUC has no jurisdiction over municipal utilities (ones owned by your city or town). The policies of municipal utilities are governed by a board of directors, and customers of municipals should contact board members or staff for assistance.
Low Income Customers
For eligible low-income customers, financial assistance programs can help avoid shut-offs. Call the Low-Income Home Energy Assistance Program (LI-HEAP) at 1-866-675-6623 and the Relief for Energy Assistance through Community Help (REACH) at 1-800-933-9677 for details.
