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What Do I Do If My Utility Service is Shut Off?
A utility controlled by the Public Service Commission (PSC), may shut
off (disconnect) service if the customer is late in paying the bill. However,
the utility must first give written notice to the customer before it shuts
off service.
Notice Requirements
The disconnect notice must:
- Be sent by first class mail addressed to the customer at the place
where the customer receives service.
- Be delivered in person if the customer is handicapped or 65-years
of age or older.
- Be mailed to the nearest social service office and other appropriate
financial help agency, if requested by the customer.
- Show the amount owed.
- List the telephone number of the Public Service Commission.
- Advise the customer of the customer's rights and remedies, which
include:
The customer ‘s right, within 10 days from the date of mailing
of the notice, to tell the utility that dangerous health conditions
exist, or that the customer is 65 years of age or older, or a handicapped
customer. This will delay the shut off for up to 30 days.
- Tell customers that they have 10 days from the date of mailing of
the notice to work out a plan to pay off the utility bill.
- Tell customers that service will be disconnected if:
The bill is not paid within 10 days of the notice, or
A satisfactory payment plan is not set up.
When May My Utility Service Be Shut Off?
- Service may not be shut off if the customer makes arrangements for
a payment plan with the utility company.
- If the customer fails to pay as set out in the plan, or within the
10-day notice period, service can be shut off without further notice.
- Service cannot be shut off during the weekend, Fridays, state holidays,
the day before a state holiday, or after 12 noon on any day.
What If I Disagree With the Amount Owed?
If a customer disagrees with the amount of a bill for service, the customer
may pay the bill, under protest to the utility, to prevent shut off, or
the customer may request a formal hearing before the PSC.
To pay under protest, send the payment and a signed and dated note telling
the utility company why you disagree with the amount of the bill.
The utility cannot shut off your service until a final decision has been
issued by the PSC.
NOTE: The PSC does not regulate cooperatives.
For utility shut offs by a cooperative, contact the manager of the cooperative
to negotiate settlement. If there is no satisfactory action from the manager
and further action is needed, contact the Board of Directors of the cooperative.
Note: Your utility service can be shut off during the winter.
Disclaimer: This information is not legal advice. If you have a legal problem, you should talk to a lawyer and ask for advice about your options.
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