Avoid Shut-Offs

TURN has won new consumer protections that will help customers to avoid shut offs and keep their lights on. Thanks to TURN’s advocacy, customers must be offered affordable payment plans and fewer and smaller deposits will be required.  If you’ve received a shut off notice turn recommends that you follow these steps:

Step 1.  Call your utility company. PG&E, SDG&E, SoCal Gas and SoCal Edison are required to offer customers in danger of shut off a payment plan that will allow them to continue receiving service while paying off their outstanding balance. It is your responsibility as a customer to contact the utility to request payment arrangements. The utility must offer a minimum of three months, but should be willing to extend payments for longer.

Step 2.  Make sure you are receiving any rate discounts or other assistance you are eligible for.  Click here to learn more about low-income CARE rates, FERA rates, medical baseline rates and other programs. If you are eligible but haven’t been receiving the discount, ask the utility to go back and re-calculate your bills.

Step 3. If You Are Low-Income, Seek Help. 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.

Step 4. 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.

Step 5. 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) or file a complaint through the TURN website at www.turn.org. 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.

Step 6. Review deposit requirements. TURN recently won new rules that protect consumers from unreasonable deposit requirements. Click here to find out when your utility can—and can’t—require a deposit.

Step 7. Contact your utility company if you’re having trouble making payments and try to negotiate a new payment plan. Failure to inform your utility company that you will be late on making a payment or sticking to a payment plan can trigger a 48-hour shut off notice.

Step 8. Review rules governing utility shut-offs. Click here to learn more about your rights.