State Disconnect Policies | The LIHEAP Clearinghouse (2024)

AlabamaDate-based noTemperature-based yesTemperature32° F or below Seasonal PolicyBan for special circ*mstances such as extreme weather or life-threatening situation.PUC/PSC Contacts Consumer line: 800-392-8050Complaint formwww.psc.state.al.us/Complaints/ComplaintForm.htmAlaskaDate-based noTemperature-based noSeasonal PolicyNo disconnect for seriously ill, disabled.OtherDelay disconnect for 15 days if household member is seriously ill, age 65 or older, disabled, or dependent on life support system.Deferred PaymentsNo disconnect if customer is on a payment plan.PUC/PSC Contacts Consumer line: 907-276-6222 (Anchorage); 800-390-2782
TTY: 907-276-4533
Email: rca.mail@alaska.govComplaint formhttp://rca.alaska.gov/RCAWeb/ForConsumers/SubmitInformalComplaint.aspxArizonaDate-based noTemperature-basedyesTemperature32° F and belowSeasonal PolicyTemperature basedOtherUtilities advised not to terminate residential service when the customer has an inability to pay and where weather will be especially dangerous to health (usually 32° F or below for winter and triple digits for summer) as determined by the Commission. There are also rules prohibiting disconnection of service for certain medical reasons. Several of Arizona's energy vendors enforce moratoriums with varying criteria.PUC/PSC ContactsConsumer line: 602-542-4251or 800-222-7000 (Phoenix area)
520-628-6550 or 800-535-0148 (Tucson area) Consumer FAQ/Bill of Rightswww.azcc.gov/divisions/utilities/consumerservices.aspComplaint formwww.azcc.gov/Divisions/Utilities/forms/ComplaintForm2013.pdfArkansasDate-based yesProtection DatesNovember 1 - March 31 (temperature-based) Temperature-based yesTemperature32° F and below
95° F and above (elderly and disabled) Seasonal PolicyGas and electric service cannot be disconnected if forecast predicts a temperature of 32 or lower during the next 24 hours. No disconnect for elderly or disabled when temperature is >95, or medical emergency. No disconnect if customer agrees to deferred or extended payment agreement. The Public Service Commission has amended the state’s cold weather rule to ban winter natural gas disconnections of certain income-eligible households provided they make a minimum payment, about 50 percent of their bill. The amendment is effective December 1 through March 31. If households make the required payment, the remainder of their bill is deferred until April, after which they have seven months to pay off the balance. Qualified customers are those who receive benefits from LIHEAP, Food Stamps, WIC, Medicaid or Transition Employment Assistance. To qualify, customers must notify their natural-gas supplier that they are eligible and provide written proof to the utility within two weeks. If fraud, misuse or failure to make monthly payments occur, the utility can suspend the customer’s service until all bills are paid in full. OtherUtilities must honor a physician's certificate in prescribed form that a customer/permanent resident has a serious medical condition and stating that suspension of service would result in substantial risk of death or grave impairment. Certificate can be given by telephone by doctor, nurse, R.N., or public or private agency providing mental health care services, but must be confirmed within 7 days by a physician's writing. Deferred PaymentsNo disconnect if customer agrees and adheres to a payment plan.PUC/PSC ContactsConsumer line: 501-682-1718 or 800-482-1164
TTD: 800-682-2698 Consumer FAQ/Bill of Rightswww.apscservices.info/consumer_faq.aspCaliforniaDate-basednoTemperature-based noOtherCustomer who provides certification from licensed physician and surgeon that service termination will be lifethreatening and who is unable to pay in normal period shall be permitted to amortize over a period not to exceed 12 months.Deferred PaymentsCustomers unable to make payment may be eligible for amortization agreements not to exceed 12 months.PUC/PSC ContactsConsumer line: 800-649-7570 Consumer FAQ/Bill of Rightshttp://www.cpuc.ca.gov/cab/Complaint formhttps://ia.cpuc.ca.gov/cimsapp/ColoradoDate-based noTemperature-based noTemperatureNo special seasonal protectionsOtherCustomer with a medical certificate could postpone disconnection for up to 90 days and only once during a 12 month period. Certification of licensed doctor or health practitioner is required. Xcel Energy will not shut off a customer 55 or older that lives alone during the winter months and offers 12-month protection for customers who are on ventilators.PUC/PSC ContactsConsumer line: 303-894-2070 (Denver) or 800-456-0858Complaint formwww.dora.state.co.us/pls/real/CCTS_oWEB.complaint_formConnecticutDate-basedyesProtection DatesNovember 1 - May 1Temperature-based noSeasonal PolicyLow-income "hardship" policy - customers are entitled to have gas heat and electric service turned on between 11/1 and 5/1, even if they owe the utility company money, except if gas heat service was provided during prior winter based on "hardship" and service was turned off between 4/15 and 10/31, then, to get service turned on, customer must pay the lesser of $100, minimum payments due under payment agreement, or 20% of debt to gas company when gas was shut off. Customers must apply for "hardship" protection at the utility every fall. Gas and electric utility service must be provided year-round if a lack of service is life-threatening, regardless of debt to the utility.OtherNo disconnect for 15 days for illness certified by a physician, certification can be renewed. No disconnect for households with a baby 24 months old or younger that has discharge papers from a hospital on which the attending physician indicated utility service is a necessity for the health and well being of the baby.Deferred PaymentsNo disconnect if customer agrees and adheres to payment PUC/PSC ContactsConsumer line: 800-382-4586 (Connecticut), 860-827-2622 (outside Connecticut)
TTY: 860-827-2837
Email: dpuc.information@po.state.ct.usConsumer FAQ/Bill of RightsRights of Utility Customers Complaint formwww.dpuc.state.ct.us/CAIUI.NSF/RevWebIntake?OpenFormDelawareDate-based yesProtection DatesNovember 15 - April 15Temperature-basedyesTemperature32° F and below
105° F or above Seasonal PolicyTemperature basedOtherNo disconnect if termination will adversely afftect the occupant's health; must be certified by licensed physician or Christian Science practitioner. PUC/PSC ContactsConsumer line: 302-736-7500 or 800-282-8574Consumer FAQ/Bill of Rightshttps://depsc.delaware.gov/frequently-asked-questions/Complaint formhttps://depsc.delaware.gov/formal-complaint-process/District of ColumbiaDate-based noTemperature-based yesTemperature32° F and below Seasonal PolicyTemperature basedOtherTermination may be postponed for up to 21 days (plus one renewal) with a physician's certificate or notice from a public health official stating that termination would be detrimental to the health/safety of a person. Deferred PaymentsCustomer must enter into a deferred payment plan if termination is postponed. PUC/PSC ContactsConsumer line: 202-626-5120Consumer FAQ/Bill of Rightswww.dcpsc.org/Consumers-Corner/Utility-Bills-Complaints-and-Service-Providers/Consumer-Bill-of-Rights.aspxComplaint formwww.dcpsc.org/Consumers-Corner/Utility-Bills-Complaints-and-Service-Providers/Utility-Consumer-Complaints-Mediation-Inquiries.aspxFloridaDate-based noTemperature-basednoSeasonal PolicyNo special seasonal protectionsPUC/PSC ContactsConsumer line: 850-413-6100
TTY: 800-955-8771Complaint formhttp://www.psc.state.fl.us/ConsumerAssistance/ComplaintFormGeorgiaDate-basedyesProtection DatesNovember 15 - March 15 and summer months Temperature-based yesTemperature32° F and below or 98° and above Seasonal PolicyTotal ban between November 15 and March 15 when the forecasted low temperature for a 24 hour period beginning at 8:00 A.M. on the date of the proposed disconnection is below 32 degrees. No disconnect if illness would be aggravated, need statement from doctor. Residential service will not be disconnected if at 8 A.M. on the scheduled disconnection day, a National Weather Service Heat Advisory or Excessive Heat Warning is in effect for the county of the scheduled disconnection.OtherDelay disconnect for 30 days with medical certification. If life support equipment is needed a "load limiter" is installed that allows enough electricity to run the equipment. Cannot disconnect unless a bill is at least 45 days overdue and proper notification has been sent.Deferred PaymentsNo disconnect during protection dates if customer agrees and adheres to payment plan.PUC/PSC ContactsConsumer line: 404-656-4501or 800-282-5813
Email: gapsc@psc.state.ga.usComplaint formhttp://crs.psc.state.ga.us/Consumer/Contact/utilityIndustry.aspx?type=InquiryHawaiiDate-basednoTemperature-basednoSeasonal PolicyNo special protectionsPUC/PSC ContactsConsumer line: 808-586-2800
Email: consumeradvocate@dcca.hawaii.govConsumer FAQ/Bill of Rightshttp://puc.hawaii.gov/filing/complaint/Complaint formhttp://puc.hawaii.gov/filing/complaint/IdahoDate-based yesProtection DatesDecember 1 - February 28Temperature-based noSeasonal PolicyDisconnect ban for households with children under 18, elderly age 62 or older, or infirm.OtherDelay disconnection for 30 days if detrimental to health of a household member, certified by a health professional. Cannot disconnect if a customer owes less than $75 or no more than last month's balance on Nov. 1.Deferred PaymentsNo disconnect (Nov-March) if customers agrees to payment plan.PUC/PSC ContactsConsumer line: 208-334-0300 or 800-432-0369Consumer FAQ/Bill of Rightshttp://www.puc.idaho.gov/consumer/consumerfaqs.htmlComplaint formhttp://www.puc.idaho.gov/forms/casecomment.aspx
IllinoisDate-basedyesProtection DatesDecember 1-March 31 and summer months Temperature-basedyesTemperature32° F and below or 95° F and above Seasonal PolicyTotal ban when <32. Utilities must offer payment plan of 10% down payment and equalized billing over the next 4 to 12 months. In summer months public utilities cannot turn off gas or electricity when it is the sole power source for the cooling if the forecast for the following 24 hours includes temperature at or above 95°F; includes master-meter buildings. Other LIHEAP beneficiaries with outstanding balances of less than $3,000 will pay the lesser value of $250 or 20 percent of their remaining balance to reactivate service. 30 day delay if physician certifies that disconnect would adversely affect the health of a household member. Customer is expected to enter into a payment plan.Deferred PaymentsUtility cannot disconnect during protection dates unless it has offered a deferred payment plan and informed the customer of available energy assistance funds. PUC/PSC ContactsConsumer line: 800-524-0795 or 217-782-2024 (outside Illinois)
TTY: 800-858-9277 Complaint formhttps://www.icc.illinois.gov/complaints/IndianaDate-basedyesProtection DatesDecember 1 - March 15Temperature-basednoSeasonal PolicyProhibits utilities from disconnecting residential natural gas or electric service for nonpayment from December 1 to March 15 if the customer qualifies and applies for public assistance, whether or not the customer receives the benefit. OtherPostpones disconnection for 20 days if the customer presents a medical statement from a licensed physician which states that disconnection would be a serious and immediate threat to the health or safety of a person in the household.Deferred PaymentsUtility shall provide any residential customer whose account is delinquent an opportunity to enter into a reasonable amortization agreement to pay the delinquent account and must provide the customer with adequate opportunity to apply for and receive the benefits of any available public assitance program.PUC/PSC ContactsConsumer line: 317-232-2712 or 800-851-4268Consumer FAQ/Bill of Rightswww.in.gov/iurc/2331.htmComplaint formwww.in.gov/iurc/2331.htmIowaDate-basedyesProtection DatesNovember 1-April 1Temperature-basedyesTemperature20° F or below Seasonal PolicyNo disconnect for all residential customers when <20° F. LIHEAP-certified customers have complete protection from Nov. 1 through March 31 regardless of temperature; utility must offer payment plan after moratorium. Those who notify their gas and electric utility that they are applying for LIHEAP certification through the local CAP agency may receive a 30 day stay from service disconnection during the moratorium.Other30 day delay if physician certifies that disconnect would adversely affect the health of a household member.Deferred PaymentsProhibited from disconnect if customer agrees and adheres to payment plan.PUC/PSC ContactsConsumer line: 877-565-4450
Email: iubcustomer@iub.state.ia.usConsumer FAQ/Bill of Rightshttps://iub.iowa.gov/informational-brochuresComplaint formhttps://iub.iowa.gov/complaint-formKansasDate-based yesProtection DatesNovember 1 - March 31Temperature-based yesTemperature35° F or below Seasonal PolicyBan when <35, to avoid disconnect when temperature is above 35 customers must make payment schedule, meet payments and apply for aid if eligible.OtherDelay disconnection for 20 days if the action would adversely affect the health of a household member. During the delay the customer is expected to agree to a payment plan.Deferred PaymentsDuring the moratoria, customers must enter into negotiated payment plan, pay 1/12 of arrearage, 1/12 of current bill and disconnection, reconnection and deposit if applicable and apply for energy assistance funds. PUC/PSC ContactsConsumer line: 785-271-3140 (Topeka) or 800-662-0027
Email: public.affairs@kcc.ks.govConsumer FAQ/Bill of Rightswww.kcc.ks.gov/pi/complaints.htmKentuckyDate-basednoTemperature-based noSeasonal PolicyCustomers may negotiate a payment plan with the company for reconnection during the months of November through March if they are "income qualified" for certain public assistance programs and if they secure and present an official "Certificate of Need" from the state social services office.OtherDelay disconnect for 30 days with medical certification. Customer must negotiate a payment plan to maintain service after delay.Deferred PaymentsCannot disconnect if payment agreement is in effect.PUC/PSC ContactsConsumer line: 502-564-3940 or 800-772-4636
TTD: 800-648-6056Consumer FAQ/Bill of Rightshttps://psc.ky.gov/Home/FAQComplaint formhttps://psc.ky.gov/PSC_WebNet/Inquiry.aspxLouisianaDate-based noTemperature-based noOtherDisconnection delayed for up to 63 days if detrimental to health or safety of household member. Customer must negotiate a payment plan before disconnect date.PUC/PSC ContactsConsumer line: 225-342-4404 (Baton Rouge) or 800-256-2397
TTY: 800-648-6056Consumer FAQ/Bill of Rightswww.lpsc.louisiana.gov/mainconsumerfaq.aspxComplaint formwww.lpsc.louisiana.gov/complaints.aspxMaineDate-based yesProtection DatesNovember 15-April 15Temperature-basednoSeasonal PolicyNot permitted if eligible customer agrees to a special payment arrangement that allows the customer to pay less than the amount of each current bill during the winter months. Requires PUC approval.Other30 day delay, with renewals up to 90 days, if physician certifies that disconnect would adversely affect the health of a household member. Cannot disconnect if an overdue amount is less than $50, unless the overdue amount is more than 90 days old or the utility bills four times a year or less.Deferred PaymentsDisconnect prohibited if customer agrees to a payment plan.PUC/PSC ContactsConsumer line: 800-452-4699
Consumer FAQ/Bill of Rightswww.maine.gov/mpuc/consumer/faq.shtmlComplaint formwww.maine.gov/mpuc/consumer/file_complaint.shtmlMarylandDate-based yesProtection DatesNovember 1 - March 31Temperature-basedyesTemperatureGas and electric companies must check the 72-hour weather forecast before disconnecting a customer for nonpayment. If the temperature is expected to be 32 degrees or lower during the winter protection dates or 95 degrees or higher at any time of the year, the utility cannot turn off the power.Seasonal PolicyUtility must provide affidavit to the Commission that disconnect will not endanger the health of any household member.OtherUtility Service Protection Program payment plans for low-income customers (<150% FPG) provide shut-off protection year-round. If a household member has a serious medical condition, certified by a doctor, disconnection is delayed for 30 additional days. Customer is required to enter into a payment plan. Terminations are suspended for 55 days when people apply for federal energy assistance.PUC/PSC ContactsConsumer line: 410-767-8000 (Baltimore) or 800-492-0474
TTY: 800-201-7165Consumer FAQ/Bill of Rightshttp://webapp.psc.state.md.us/Intranet/psc/faq_new.cfmComplaint formhttp://webapp.psc.state.md.us/Intranet/info/complaintfront_new.cfmMassachusettsDate-basedyesProtection DatesNovember 15-March 15 Temperature-based noSeasonal PolicyDisconnect not permitted for any customer who cannot pay an overdue charge because of financial hardship. Also, cannot shut off a service that the resident needs to run
their residential heating system.After November 1, a LIHEAP customer may get service reconnected with a minimum payment of $255. OtherUtilities are prohibited from terminating service to low-income households where occupants present certification that a household member is seriously ill or is an infant under 12 months of age. Utilities need written approval to shut off services where all household residents are 65 years or older. If the elderly household is low-income and includes a minor, the protection against termination will apply.PUC/PSC ContactsConsumer line: 617-737-2836 or 877-886-5066
Email: DPUConsumer.Complaints@state.ma.usConsumer FAQ/Bill of Rightswww.mass.gov/Complaint formwww.mass.gov/MichiganDate-based yesProtection DatesNovember 1-March 31Temperature-based noSeasonal PolicyWinter Protection Plan for elderly 65 years or older, recipients of Medicaid, Food Stamps or Department of Human Services cash assistance, full time active military personnel or persons needing critical care or having a certified medical emergency. Households with income less than 150% of federal poverty guidelines must be enrolled in a payment plan.OtherDisconnection delay of 21 days with medical certificate if health of household member would be adversely affected. Certification may be renewed another 42 days. Due date for utility bills extended to 22 days. Limit on deposits.

Year-round protection from shut-off is available to all residential customers regardless of income with an initial down payment of 10 percent of a customer's total bill and a monthly budget plan.

Customers called to full-time active military service during a time of declared national or state emergency or war, may apply for shut-off protection for up to 90 days and may request extensions of this protection by reapplying.

Deferred PaymentsLow income customers must make monthly payments of at least 7% of their estimated annual bill, along with a portion of any past-due amount, November through March to avoid shut-off. Eligible senior citizens participating in Winter Protection are not required to make specific monthly payments between November 1 and March 31.PUC/PSC ContactsConsumer line: 800-292-9555 Consumer FAQ/Bill of Rightswww.michigan.gov/documents/mpsc/FAQall011408_221482_7.pdf (gas)
www.michigan.gov/documents/mpsc/mpscelecfaq113007_216992_7.pdf (electric) Complaint formwww.michigan.gov/mpsc/0,4639,7-159-16368_16415---,00.htmlMinnesotaDate-based yesProtection DatesOctober 15-April 15Temperature-based yes - summer disconnect protectionTemperatureUtilities may not disconnect residential electricity service when an excessive heat watch, heat advisory, or excessive heat warning has been issued by the National Weather ServiceSeasonal PolicyDisconnect ban if customer declares inability to pay and income is <50% state median income and agrees to payment plan or if eligible customer pays 10% of income or the full amount of current bill (whichever is less) or if customer agrees and adheres to payment plan. Summer disconnent protection - a utility may not effect an involuntary disconnection of residential services in affected counties when an excessive heat watch, heat advisory, or excessive heat warning issued by the National Weather Service is in effect. OtherDisconnect ban if health of household member would be adversely affected, need medical certificate. Municipals, electric co-ops and public utilities cannot disconnect utility service to a household where a member of the household has been called into active duty if
(1) the household income is below state median or is getting energy assistance and enters into a payment agreement where the customer pays 10% of monthly income toward the bill and remains “reasonably” current; or
(2) the household income is above state median income and enters into a payment agreement “establishing a reasonable payment schedule that considers the financial resources of the household and the residential customer remains reasonably current w/ payments under the payment schedule.” PUC/PSC ContactsConsumer line: 651-296-0406 or 800-657-3782
TTY: 800-657-3782
Email: consumer.puc@state.mn.us Consumer FAQ/Bill of Rightshttps://mn.gov/puc/consumers/help/shut-off-protection/Complaint formwww.mn.gov/puc/documents/pdf_files/011566.pdfMississippiDate-based yesProtection DatesDecember 1-March 31Temperature-basednoSeasonal PolicyProhibited for customers who can prove extreme financial difficulty or medical emergency and agree to payment plan.OtherIf a customer demonstrates a medical emergency from December through March, the utility shall not terminate service without offering a levelized plan. A customer who agrees to a levelized billing plan will not be disconnected after April 1st. If an excessive heat warning or a freeze warning has been issued by the National Weather Service for the
county of the scheduled disconnect, such disconnects are suspended.PUC/PSC ContactsConsumer line:
800-356-6428 (northern district); northern.district@psc.state.ms.us
800-356-6430 (central district); central.district@psc.state.ms.us
800-356-6429 (southern district); southern.district@psc.state.ms.us
800-637-7722 (Nettleton) Complaint formwww.psc.state.ms.us/MissouriDate-basedyesProtection DatesNovember 1-March 31 - Cold Weather Rule (CWR)

June 1 - September 30 - Hot Weather Statute

Temperature-based yesTemperature32° F or below or greater than 95° Seasonal PolicyProhibits the disconnection of heat-related service from investor owned utilities when the temperature is predicted to drop below 32° during the following 24-hour period and allows customers to make a payment arrangement. Households that do not honor the payment arrangements
will be subject to disconnect once the temperature is above 32° degrees or beginning in April, whichever comes first. Prohibits the disconnection of household in extreme heat conditions, 95° and above. Households may be disconnected once the temperature is below 95° or beginning in October,
whichever comes first. This applies to both regulated and non-regulated energy vendors.
Prohibits the disconnection of registered elderly and disabled customers who meet certain income guidelines who make a minimum payment.OtherDisconnect shall be postponed for 21 days due to the medical condition of an occupant. Allows customers to extend payment of pre-existing arrears beyond 12 months. PUC/PSC ContactsConsumer line: 800-393-4211
TTY: 866-735-2460
Email: pscinfo@psc.mo.govConsumer FAQ/Bill of Rightshttps://psc.mo.gov/CMSInternetData/ConsumerInformation/The%20Cold%20Weather%20Rule.pdfComplaint formwww.efis.psc.mo.gov/mpsc/complaintform.aspMontanaDate-based yesProtection DatesNovember 1-April 1Temperature-basedyesTemperatureCannot disconnect any day when the temperature at 8 a.m. is below 32° F or if freezing temperatures are forcast for the next 24 hours for customers receiving public assistance or if household member is age 62 or older or disabled.Seasonal PolicyProhibited for customers receiving public assistance or if household member is age 62 or older or disabled. Regulated utilities must get PSC approval for disconnect.OtherDisconnection is delayed if detrimental to existing medical condition, written certification to utility can be renewed every 180 days as needed.PUC/PSC ContactsConsumer line: 800-646-6150Complaint formwww.psc.mt.gov/Consumers/complaints/NebraskaDate-based yesProtection DatesNovember 1-March 31 Temperature-basednoSeasonal PolicyNo disconnect for low-income natural gas customers with proof of eligibility for energy assistance. OtherTo have service restored between November 1 and March 31, a ratepayer must make payment of one-fourth of the total arrearage plus the most recent bill and enter a payment plan with the remaining arrearage paid in installments over no less than three months or as agreed between the ratepayer and the utility. If a ratepayer defaults on the payment plan, the utility may disconnect service after providing the requisite notice. Termination would be postponed 30 days if adverse effect on a resident's illness or disability; certification by licensed physician required.PUC/PSC ContactsConsumer line: 800-526-0017Complaint formhttp://psc.nebraska.gov/admin/admin_forms/Complaint_Form.htmNevadaDate-based noTemperature-basedyesTemperature15° F or below and 105° F or above OtherDisconnection is delayed for 30 days, with one renewal, if medical emergency. Customer must pay bill in installments within the next 90 days. Elderly and handicapped must have 48 hours notice.Deferred PaymentsDisconnection is delayed if customers agrees to pay bill in installments within the next 90 days.PUC/PSC ContactsConsumer line: 800-992-0900 Ext. 4-6101; 702-486-2600 (Vegas); 775-684-6100 (Reno)Consumer FAQ/Bill of Rightshttp://puc.nv.gov/FAQ/Termination_of_Service/Complaint formhttp://puc.nv.gov/FAQ/Resolving_Disputes/New HampshireDate-based yesProtection DatesNovember 15-March 31Temperature-basednoSeasonal PolicyPUC approval is needed to shut-off elderly 65 or older. Disconnect is not allowed unless arrears are more than $125 for gas non-heating, $225 for electric non-heating and more than $450 for gas, electric and steam heating. During winter period, financial hardship customers can restore service with 10% down payment and an arrangement of 10% of the total due each month. Financial hardship customers can also maintain service during winter period with an arrangement of 10% of total due each month. Must allow customers to pay balance over next 6 months after winter moratorium. OtherDisconnection is delayed 60 days with certification of medical emergency, may be renewed every 60 days as necessary. Commission approval is required for disconnection to medical emergency customers.Deferred PaymentsNo disconnection if customer agrees to and adheres to payment plan.PUC/PSC ContactsConsumer line: 603-271-1172 or 800-852-3793
Email: oca@oca.nh.govComplaint formwww.puc.nh.gov/ConsumerAffairsForms/complaintfrm.aspxNew JerseyDate-based yesProtection DatesNovember 15-March 15 Temperature-basedyes (summer) Temperature95^o F and above Seasonal PolicyBan on disconnection for customers receiving Lifeline, LIHEAP, TANF, SSI, PAAD or GA or households unable to pay overdue amounts because of unemployment, medical expenses, or recent death of spouse. Customers eligible for the Winter Termination Protection Program are placed on a budget plan and cannot be disconnected as long as they make good faith payments. During the heating season, a utility may not ask for a security deposit. "If a customer is eligible for the Winter Termination Program under 14:3-7.12A, and the high temperature is forecast to be 90^o or more at any time during the following 48 hours, an electric utility shall not discontinue residential service to a customer for reasons of nonpayment of a delinquent account, failure to pay a cash security deposit or guarantee, or failure to comply with a deferred payment agreement."OtherDisconnection delayed for up to two months if physician certifies that health of household member would be adversely affected. Customer must enter into a payment plan.Cannot disconnect unless the customer owes more than $50 or more than three months of charges.PUC/PSC ContactsConsumer line: 800-624-0241Consumer FAQ/Bill of Rightswww.bpu.state.nj.us/bpu/assistance/rights/Complaint formwww.bpu.state.nj.us/bpu/assistance/complaints/inquiry.htmlNew MexicoDate-based yesProtection DatesNovember 15-March 15Temperature-basednoSeasonal PolicyA public regulated utility company shall not disconnect service to a residential customer for any billing cycle from November 15 through March 15 for nonpayment if the customer meets the qualifications for the low-income home energy assistance program and are current on their bills or if they have entered into a payment agreement with their provider and are current on payments under that agreement by Nov. 15. The utility company shall report the customer's need for assistance to the human services department and the department shall take immediate action to mitigate the problem. OtherNo disconnect for seriously or chronically ill if certified by medical professional or if customer qualifies for assistance from Human Services, a charitable organization or Medicaid and if customer agrees to a payment plan. Investor-owned utilities have agreed not to disconnect customers during the moratorium if they are not current on their bills. Deferred PaymentsThe utility must attempt to make a payment plan with the customer before termination. Disconnection is prohibited if customers agrees and adheres to payment plan.PUC/PSC ContactsConsumer line: 888-427-5772Consumer FAQ/Bill of Rightswww.nmprc.state.nm.us/consumer-relations/faqs.htmlComplaint formwww.nmprc.state.nm.us/consumer-relations/file-complaint.htmlNew YorkDate-based yesProtection Datestwo-week period encompassing Christmas and New Year's Temperature-basednoSeasonal Policy15 day shut-off protectionOtherProhibits disconnect if household has life support system; 30 day delay for certified medical condition, certificates may be renewed for 30 days or longer if a chronic condition exists. Prohibits disconnect if customer is blind, disabled, or 62 years or older and the remaining household members are 62 years or older, 18 years or under, or blind or disabled unless the utility contacts the household 72 hours prior to termination of service for the purpose of devising a pay plan. If a pay plan cannot be implemented the utility must delay termination for 15 days and request that social services assist in devising a plan. Between Nov 1-April 15, all customers must be notified 72 hours before disconnection to acertain if the health and safety of a resident will be compromised. Utility cannot disconnect if a customer will suffer a serious health or safety impairment . Deferred PaymentsUtilities must offer payment plan suited to customer's financial situation.PUC/PSC ContactsConsumer line: 800-342-3355 (disconnect); 800-342-3377 (general complaint) Complaint formComplaint form and procedure North CarolinaDate-basedyesProtection DatesNovember 1-March 31Temperature-basednoSeasonal PolicyNo disconnect for elderly, disabled, and customers who are eligible for the Energy Crisis Assistance Program.Deferred PaymentsDisconnection is prohibited if customer agrees and adheres to a payment plan.PUC/PSC ContactsConsumer line: 866-380-9816 or 919-733-9277North DakotaDate-based noTemperature-basednoTemperatureSeasonal PolicyNo disconnect for customers who enter into a payment plan.OtherUtilities must delay disconnect for 30 days for customers who are age 65 or older, ill, or disabled.PUC/PSC ContactsConsumer line: 701-328-4082, 877-245-6685
TTY: 800-366-6888
Email: sfsheldon@nd.govConsumer FAQ/Bill of Rightshttps://psc.nd.gov/docs/ysk/e-1-protection-from-electric-and-natural-gas-disconnections.pdfComplaint formInformal
FormalOhioDate-based yesProtection DatesOctober 20-April 15Temperature-basednoSeasonal PolicyThe winter reconnect order is issued on an annual basis by the Public Utilities Commission of Ohio. The winter reconnect order allows residential customers who are disconnected or being threatened with disconnection the opportunity to pay no more than $175 to maintain their utility service. If the customer's service has already been disconnected, the customer must pay a reconnect fee of no more than $36 to restore. Customers who utilize the Winter Reconnect Order must enter into an extended payment plan on their remaining balance. Customers requesting new natural gas or electric services, who have no previous balance with their utility, may establish service under the winter reconnect order by paying $175, rather than paying the required security deposit. Customers may utilize the winter reconnect order one time from mid October through mid April. Other30 day disconnect delay if dangerous to health or if medical or life support equipment is necessary — as certified by a medical professional. If the customer has been shutoff, and the form is submitted within twenty one days of the shutoff, service is restored. Medical certification may be renewed three times in 12 months. Deferred PaymentsDisconnection is prohibited for Percentage of Income Plan (PIP) customers as long as they remain current with their PIP payment.PUC/PSC ContactsConsumer line: 800-686-7826 Consumer FAQ/Bill of Rightswww.puco.ohio.gov/be-informed/consumer-topics/electric-customers39-bill-of-rights/Complaint formwww.puco.ohio.gov/puco/index.cfm/contact-us/contact-us-form/index.cfm?intype=questionOklahomaDate-based noTemperature-basedyesTemperature32° F or below (daytime), 20° F or below (night), or heat index 101° F or higher Seasonal PolicyNo disconnect if temperatures are 32° F or below during the day, 20° F or below at night or if the predicted heat index is 101° F or greater. 30 day delay and 30 day extension possible in case of life threatening condition. Commission may order a ban on all disconnections if severe weather or if dangerous to health of the customer.OtherDisconnection may be delayed for 30 days with medical doctor or osteopath certification of a life-threatening condition or for life support equipment, certificate may be renewed once. Customer is required to negotiate a payment plan. Disconnection may be delayed for 20 days if the customer has applied for financial assistance including SSI.Deferred PaymentsNo disconnection if a customer enters into a deferred payment plan. PUC/PSC Contacts405-521-2331 (OKC Metro), 800-522-8154 Complaint formwww.occeweb.com/Complaints/pucomplaints2.htmlOregonDate-based noTemperature-basednoOtherA medical certificate will prevent disconnection up to 6 months for non-chronic condition, up to 12 months for chronic condition and requires the customer to set up a payment plan.Deferred PaymentsNo disconnect if customers enters into a deferred payment plan.PUC/PSC ContactsConsumer line: 800-522-2404, Salem: 503-378-6600
TTY: 711
email: puc.consumer@state.or.us Complaint formComplaint
procedure and online form PennsylvaniaDate-based yesProtection DatesDecember 1-March 31Temperature-basednoSeasonal Policy No termination of utility service between protection dates for customers at or below 250% of the Federal poverty level (150% of the Federal poverty level for customers of one specific municipal gas utility). If a household is shut off prior to December 1, the utility must attempt to contact the customer and attempt to negotiate an agreement regarding payment of any arrearages and restoration of service. Other 30 day disconnect delay with medical certificate, may be renewed 2 times. Customer is required to negotiate a payment plan. No utility shall terminate or refuse to restore service if health of household member would be adversely affected, need medical certificate. Deferred PaymentsNo disconnect if customer agrees to payment plan.PUC/PSC ContactsConsumer line: 800-692-7380
TTY: 711Consumer FAQ/Bill of Rightswww.puc.state.pa.us/general/consumer_ed/pdf/Act201.pdfComplaint formwww.puc.state.pa.us/general/onlineforms/pdf/official_complaint_form_final.pdf (formal)
http://www.puc.pa.gov/filing_resources/filing_complaints/informal_complaint_form.aspx (informal) Rhode IslandDate-based yesProtection DatesNovember 1-April 30 Temperature-basedyesTemperatureHeat advisory or excessive heat warning Seasonal PolicyDisconnect ban for those who are elderly, handicapped or seriously ill, households with a child under 2 years old, those who are receiving unemployment compensation, federal heating assistance or who qualify as a financial hardship (75% or less of state median income) or if arrears areless than $500 for primary source of heat or less than $200 if not primary heat source. No termination if National Weather Service issues a heat advisory or excessive heat warning.Other21 day disconnect delay if household member is certified as seriously ill. Customer may request an extension. All residential customers can have power restored with a down payment.Deferred PaymentsUtilities are required to offer payment plans to customers in danger of disconnection. Emergency termination rule, effective until January 2, 2011 - NGrid customers with a shutoff or shutoff notice who owe less than $1,000 pay 20 percent of their arrears and agree to pay the rest over a 18-month period; those owing $1,000 to $2,499 pay 15 percent down and the rest over a 24-month period and those owing $2,500 pay 10 percent over 36 months. PUC/PSC ContactsConsumer line: 401-941-4500Consumer FAQ/Bill of Rightswww.ripuc.org/consumerinfo/Billing_FAQ.pdfComplaint formwww.ripuc.org/consumerinfo/filecomplaint.htmlSouth CarolinaDate-based noTemperature-basedyes: December 1-March 31Seasonal Policy30 day shut-off delay for seriously ill with medical certificate, can be renewed up to 3 times during the winter protection period.Deferred PaymentsDisconnect is prevented if customer agrees and adheres
to payment plan.PUC/PSC ContactsConsumer line: 800-922-1531or 803-737-5230Complaint formwww.psc.sc.gov/consumerinfo/Pages/FileAComplaint.aspxSouth DakotaDate-based yesProtection DatesNovember 1-March 31Temperature-basednoSeasonal PolicyAdditional notice of 30 days.Other30 day disconnect delay if physician, public health official or social service official certifies a medical emergency.Deferred PaymentsNo disconnect if customer agrees and adheres to payment plan.PUC/PSC ContactsConsumer line: 800-332-1782Consumer FAQ/Bill of Rightswww.puc.sd.gov/commission/Publication/n&ebro.pdfTennesseeDate-based noTemperature-basednoSeasonal Policy30 day disconnect delay if physician, public health official or social service official certifies that a household member's health would be adversely affected.Deferred PaymentsUtilities are required to offer a payment plan.PUC/PSC ContactsConsumer line: 800-342-8359
TTY: 888-276-0677Consumer FAQ/Bill of Rightshttps://www.tn.gov/tra/topic/csd-utility-complaint-resourcesComplaint formhttps://www.tn.gov/tpuc/utility-complaint-resources/csd-online-utility-complaint-form.htmlTexasDate-based noTemperature-basedyesTemperature32° F or below or during heat advisory for all residential customers OtherDisconnection will be delayed if detrimental to the health of a resident, must have physician certification.Deferred PaymentsUtilities are required to offer a deferred payment plan. No disconnect if customer agrees and adheres to payment plan.PUC/PSC ContactsConsumer line: 888-782-8477 (electric) 512-936-7120 (Austin electric); 515-463-7164 (gas)
Email: GasComplaints@rrc.state.tx.usConsumer FAQ/Bill of Rightshttps://www.puc.texas.gov/consumer/complaint/Rights.aspxComplaint formElectricUtahDate-based yesProtection DatesNovember 15-March 15Temperature-basednoSeasonal PolicyMust have a termination notice and have been refused utility service; appliied for HEAT and Red Cross energy assistance and make a good faith effort to pay utility bill on a consistent basis during moratorium. Also,must meet at least 1 of the following criteria: have an income <150% FPG, medical emergency or becomes unemployed or income is cut by 50% or more. Other30 day disconnect delay if detrimental to health, must have physician certification.Deferred PaymentsNew, continuing, or reconnection of service shall be provided if the customer enters into a written deferred payment plan to pay all past-due amounts. PUC/PSC ContactsConsumer line: 800-874-0904 or 801-530-7622 Consumer FAQ/Bill of Rightswww.publicutilities.utah.gov/faqs.htmlComplaint formwww.publicutilities.utah.gov/complain.htmlVermontDate-based yesProtection DatesNovember 1-March 31Temperature-basedyesTemperature 10° F or below or 32° F or below for elderlySeasonal PolicyNo disconnect if temperature is less than 10° F or less than 32° F for households with elderly age 62 or older.Other30 day disconnect delay if household member's health would be adversely affected, physician certificate can be renewed twice. Cannot disconnect if a customer owes less than $50, provided that this exception may not be used for more than two billing cycles in one calendar year.Deferred PaymentsNo disconnect if customer agrees and adheres to payment plan.PUC/PSC ContactsConsumer line: 800-622-4496
TTY: 800-734-8390
Email: consumer@state.vt.usComplaint formhttp://psb.vermont.gov/faqVirginiaDate-based noTemperature-basednoYear-round PolicyAn investor-owned electric utility, electric cooperative, or public utility providing water service shall, upon request from a residential customer who has a Serious Medical Condition Certification Form filed with the utility, delay termination of service for a minimum of 30 calendar days beyond the expiration of the disconnect notice. Service termination will be delayed for 10 calendar days pending receipt of the Serious Medical Condition Certification Form. An investor-owned electric utility, electric cooperative, or public utility providing water service shall permit a residential customer to delay termination of service under this chapter two times within a 12-month period. The 30-calendar day delays may be consecutive.PUC/PSC ContactsConsumer line: 800-552-7945
Email: sccinfo@scc.virginia.gov?subject=WebInquiryConsumer FAQ/Bill of Rightswww.scc.virginia.gov/pue/elec/faq.aspx (electric)
www.scc.virginia.gov/pue/gas/faq.aspx (gas) Complaint formwww.scc.virginia.gov/pue/complaint.aspxWashingtonDate-based yesProtection DatesNovember 15-March 15 Temperature-basednoSeasonal PolicyProtection for hardship customers who qualify or apply for energy assistance and enter payment plan.OtherDisconnection is delayed if a medical emergency exists or 10% of the delinquent balance is paid within 5 business days. Need written certification from a qualified medical professional that is valid only for the length of time the health endangerment is certified to exist but no longer than sixty days. Medical certification can be renewed once within 120 days.Deferred PaymentsDisconnection is prohibited if customer agrees and adheres to a monthly payment during the winter period. The utility may not require payment of more than seven percent of the customer's monthly income. In addition, the customer must pay one-twelfth of any billings from the date application is made through March 15th. If the customer does not pay the past-due bill by the following October 15th, the customer will not be eligible for protections under this section until the past-due bill is paid.PUC/PSC ContactsConsumer line: 888-333-9882
Email: consumer@utc.wa.govConsumer FAQ/Bill of Rightswww.wutc.wa.gov/West VirginiaDate-based yesProtection DatesDecember 1-February 28Temperature-basednoSeasonal PolicyDisconnections during protection dates are considered detrimental to the health of the customer's household and are prohibited.OtherDisconnection is delayed 30 days if the health of a household member is adversely affected, certified by a physician and can be renewed every 30 days if illness persists. Renewals not needed if physician certifies that condition is permanent.Deferred PaymentsService cannot be disconnected if customer agrees and adheres to payment plan.PUC/PSC ContactsConsumer line: 800-642-8544Consumer FAQ/Bill of Rightswww.psc.state.wv.us/psccons.htmWisconsinDate-based yesProtection DatesNovember 1-April 15Temperature-basedyesSeasonal Policy No disconnect during extreme weather unless last resort after all other legal means of collection have been attempted and only if: 1) income is>250% FPG; health and safety would not be endangered due to presence of elderly, small children, or mentally disabled; and utility has an approved winter disconnection plan on file. (As of 09/2008 no utility has an approved winter disconnection plan on file.) Prohibited when heat advisory from the National Weather Service is in effect. Other21 day delay if physician, social services, public health or law enforcement officer certifies to medical or protective services (elderly, infants, disabled etc.) emergency. Customer must agree to payment plan.Deferred PaymentsProtection for customers entering payment plans; special notice and links to assistance agencies.PUC/PSC ContactsConsumer line: 800-225-7729, 608-266-2001 (Madison)
TTY: 608-267-1479Consumer FAQ/Bill of Rightshttp://psc.wi.gov/thelibrary/publications/general/consumer02trifold.pdfComplaint formhttp://psc.wi.gov/apps40/complaint/consumer/FileComplaint.aspxWyomingDate-based yesProtection DatesNovember 1-April 1Temperature-basedyesTemperatureDisconnection only if above freezing. Seasonal PolicyTemperature-based restrictions if unable to pay and has exhausted available assistance or is actively seeking assistance, or can pay, but only in installments.Other15 day disconnect delay if physician certifies that a household member is disabled or seriously ill. 30 day delay if a household member is on life support equipment, customer must enter into payment plan.Deferred PaymentsDisconnections are prohibited if customer agrees and adheres to payment plan.PUC/PSC ContactsConsumer line: 888-570-9905, 307-777-7427
Email: wpsc_complaints@wyo.gov