Alabama

Date-based
no

Temperature-based
yes

Temperature
32° F or below

Seasonal Policy
Ban for special circumstances such as extreme weather or life-threatening situation.

PUC/PSC Contacts
Consumer line: 800-392-8050 (toll free) or 334-242-5211

Complaint form
https://psc.alabama.gov/file-a-complaint/
Sources
Alabama Public Service Commission General Rules

 

Alaska

Date-based
no

Temperature-based
no

Seasonal Policy
No disconnect for seriously ill, disabled.

COVID Policy
Senate Bill 241 implements disconnection moratorium of residential customers due to non-payment; disallows IOU’s from charging late fees or interest for nonpayment for duration of emergency; requires reconnection of customers disconnected on or after March 11, 2020 due to nonpayment; requires a minimum timeline for repayment of charges incurred during emergency.

Other
Delay disconnect for 15 days if household member is seriously ill, age 65 or older, disabled, or dependent on life support system.

Deferred Payments
No 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: [email protected]
Complaint form
http://rca.alaska.gov/RCAWeb/ForConsumers/SubmitInformalComplaint.aspx

 

Arizona

Date-based
June 1 through Oct. 15

Temperature-based
yes

Temperature
32° F and below or 95° F and above

Seasonal Policy
Utilities 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 above 95° F for summer) as determined by the Commission.

Other
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 Contacts
Consumer line: 800-222-7000
602-542-4251 or (Phoenix Office)
520-628-6550 (Tucson Office)

Consumer FAQ/Bill of Rights
www.azcc.gov/utilities/consumer-services
Complaint form
https://efiling.azcc.gov/online-services/utilities-complaint-external
Sources
Arizona Residential Utility Consumer Office

 

Arkansas

Date-based
yes

Protection Dates
November 1 – March 31 (temperature-based)

Temperature-based
yes

Temperature
32° F and below
95° F and above (elderly and disabled)

Seasonal Policy
Gas 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.

Other
Utilities 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 Payments
No disconnect if customer agrees and adheres to a payment plan.

PUC/PSC Contacts
Consumer line: 501-682-1718 or 800-482-1164
TTD: 800-682-2698

Consumer FAQ/Bill of Rights
www.apscservices.info/consumer_faq.asp
Sources
Arkansas Public Service Commission – General Service Rules

 

California

Date-based
no

Temperature-based
no

Other
Customer 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 Payments
Customers unable to make payment may be eligible for amortization agreements not to exceed 12 months.

PUC/PSC Contacts
Consumer line: 800-649-7570

Consumer FAQ/Bill of Rights
www.cpuc.ca.gov/about-cpuc/divisions/news-and-public-information-office/consumer-affairs-branch/frequently-asked-questions
Complaint form
https://ia.cpuc.ca.gov/cimsapp/
Sources
California Public Utilities Commission

 

Colorado

Date-based
no

Temperature-based
no

Temperature
No special seasonal protections

Other
Customer 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.

PUC/PSC Contacts
Consumer line: 303-894-2070 (Denver) or 800-456-0858

Complaint form
www.dora.state.co.us/pls/real/CCTS_oWEB.complaint_form
Sources
Code of Colorado Regulations

 

Connecticut

Date-based
yes

Protection Dates
November 1 – May 1

Temperature-based
no

Seasonal Policy
Low-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.

Other
No 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.

Gas and utilities cannot be shut off if the lack of the utility creates a life-threatening situation.

Deferred Payments
No disconnect if customer agrees and adheres to payment

PUC/PSC Contacts
Consumer line: 800-382-4586 (Connecticut), 860-827-2622 (outside Connecticut)
TTY: 860-827-2837
Email: [email protected]
Consumer FAQ/Bill of Rights
Rights of Utility Customers
Complaint form
www.dpuc.state.ct.us/CAIUI.NSF/RevWebIntake?OpenForm

 

Delaware

Date-based
yes

Protection Dates
November 15 – March 31
June 1 – September 30

Temperature-based
yes

Temperature
32° F and below
105° F or above

Seasonal Policy
Temperature based

Other
No disconnect if termination will adversely affect the occupant’s health; must be certified by licensed physician or Christian Science practitioner.

PUC/PSC Contacts
Consumer line: 302-736-7500 or 800-282-8574

Consumer FAQ/Bill of Rights

Frequently Asked Questions

Complaint form

Formal Complaint Process

 

District of Columbia

Date-based
no

Temperature-based
yes

Temperature
32° F and below or 95° F and above

Seasonal Policy
Temperature based. Utility companies are advised not to disconnect residential electric or gas service during the day preceding and the day of a forecast of extreme temperature or, if the forecast precedes a holiday or a weekend day, on any day during the holiday or weekend.

Other
Termination 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. On May 19, DC Council passed additional legislation requiring electric companies to: (i) make payment plans available to eligible customers with a minimum term of one year, unless the customer requests a shorter term; (ii) waive any fee or penalty arising from the payment plan; (iii) not report to a credit agency that the customer’s account is delinquent; and (iv) notify all customers of the payment plan’s availability.

Deferred Payments
Customer must enter into a deferred payment plan if termination is postponed.

PUC/PSC Contacts
Consumer line: 202-626-5120

Consumer FAQ/Bill of Rights
www.dcpsc.org/Consumers-Corner/Utility-Bills-Complaints-and-Service-Providers/Consumer-Bill-of-Rights.aspx
Complaint form
www.dcpsc.org/Consumers-Corner/Utility-Bills-Complaints-and-Service-Providers/Utility-Consumer-Complaints-Mediation-Inquiries.aspx
Source
District of Columbia Municipal Regulations Grounds for Disconnection (Word Document)

 

Florida

Date-based
no

Temperature-based
no

Seasonal Policy
No special seasonal protections

PUC/PSC Contacts
Consumer line: 850-413-6100
TTY: 800-955-8771

Complaint form
www.psc.state.fl.us/ConsumerAssistance/ComplaintForm

 

Georgia

Date-based
yes

Protection Dates
November 15 – March 15 and summer months

Temperature-based
yes

Temperature
32° F and below or 98° and above

Seasonal Policy
Total 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.

Other
Delay 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 Payments
No disconnect during protection dates if customer agrees and adheres to payment plan.

PUC/PSC Contacts
Consumer line: 404-656-4501or 800-282-5813
Email: [email protected]
Complaint form
http://crs.psc.state.ga.us/Consumer/Contact/utilityIndustry.aspx?type=Inquiry
Sources
State of Georgia Public Service Commission

 

Hawaii

Date-based
no

Temperature-based
no

Seasonal Policy
No special protections

PUC/PSC Contacts
Consumer line: 808-586-2800
Email: [email protected]
Consumer FAQ/Bill of Rights

Submit a Complaint

Complaint form

Submit a Complaint

Source
State of Hawaii Public Service Commission

 

Idaho

Date-based
yes

Protection Dates
December 1 – February 28

Temperature-based
no

Seasonal Policy
Disconnect ban for households with children under 18, elderly age 62 or older, or infirm.

Other
Delay 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 Payments
No disconnect (Nov-March) if customers agrees to payment plan.

PUC/PSC Contacts
Consumer line: 208-334-0300 or 800-432-0369

Consumer FAQ/Bill of Rights
https://puc.idaho.gov/Page/FAQ/30
Complaint form
https://puc.idaho.gov/Form/ConsumerAssistance

 

Illinois

Date-based
yes

Protection Dates
December 1-March 31 and summer months

Temperature-based
yes

Temperature
32° F and below or 95° F and above

Seasonal Policy
Total 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 Payments
Utility cannot disconnect during protection dates unless it has offered a deferred payment plan and informed the customer of available energy assistance funds.

PUC/PSC Contacts
Consumer line: 800-524-0795 or 217-782-2024 (outside Illinois)
TTY: 800-858-9277

Complaint form
www.icc.illinois.gov/complaints/

 

Indiana

Date-based
yes

Protection Dates
December 1 – March 15

Temperature-based
no

Seasonal Policy
Prohibits 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.

Other
Postpones 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 Payments
Utility 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 Contacts
Consumer line: 317-232-2712 or 800-851-4268

Consumer FAQ/Bill of Rights
www.in.gov/iurc/2331.htm
Complaint form
www.in.gov/iurc/2331.htm

 

Iowa

Date-based
yes

Protection Dates
November 1-April 1

Temperature-based
yes

Temperature
20° F or below

Seasonal Policy
No 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.

Other
30 day delay if physician certifies that disconnect would adversely affect the health of a household member.

Deferred Payments
Prohibited from disconnect if customer agrees and adheres to payment plan.

PUC/PSC Contacts
Consumer line: 877-565-4450
Email: [email protected]
Consumer FAQ/Bill of Rights
Gas – https://iub.iowa.gov/sites/default/files/documents/2018/09/2018.09.18_r_r_gas.pdf
Electric – https://iub.iowa.gov/sites/default/files/documents/2021/10/customer-rights-and-responsibilities-electric-9.29.21.pdf
Complaint form
https://iub.iowa.gov/complaint-form

 

Kansas

Date-based
yes

Protection Dates
November 1 – March 31

Temperature-based
yes

Temperature
35° F or below

Seasonal Policy
Ban when <35, to avoid disconnect when temperature is above 35 customers must make payment schedule, meet payments and apply for aid if eligible.

Other
Delay 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 Payments
During 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 Contacts
Consumer line: 785-271-3140 (Topeka) or 800-662-0027
Email: [email protected]
Consumer FAQ/Bill of Rights
www.kcc.ks.gov/file-a-complaint/file-a-utility-complaint
Sources
Kansas Corporation Commission – Electric, Natural Gas and Water Billing Standards
Kansas Corporation Commission – Cold Weather Rule

 

Kentucky

Date-based
no

Temperature-based
no

Seasonal Policy
Customers 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.

Other
Delay disconnect for 30 days with medical certification. Customer must negotiate a payment plan to maintain service after delay.

Deferred Payments
Cannot disconnect if payment agreement is in effect.

PUC/PSC Contacts
Consumer line: 502-564-3940 or 800-772-4636
TTD: 800-648-6056

Consumer FAQ/Bill of Rights
https://psc.ky.gov/Home/FAQ
Complaint form
https://psc.ky.gov/PSC_WebNet/Inquiry.aspx
Source
Kentucky General Assembly (807 KAR 5:006)

 

Louisiana

Date-based
no

Temperature-based
yes

Winter termination procedures: The previous day’s highest temperature did not exceed 32° F, and the temperature is predicted to remain at or below that level for the next 24 hours
Summer termination procedures: When National Weather Service issues a heat warning for any parish in the utility’s service territory, or when such a warning has been issued on any one of the preceding two calendar days.

Other
Disconnection 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 Contacts
Consumer line: 225-342-4404 or 225-342-4999
800-256-2397

Consumer FAQ/Bill of Rights
www.lpsc.louisiana.gov/Consumers
Complaint form
www.lpsc.louisiana.gov/Complaints
Sources
Louisiana Public Service Commission

Maine

Date-based
yes

Protection Dates
November 15-April 15

Temperature-based
no

Seasonal Policy
Not 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.

Other
30 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 Payments
Disconnect prohibited if customer agrees to a payment plan.

PUC/PSC Contacts
Consumer line: 800-452-4699

Consumer FAQ/Bill of Rights
www.maine.gov/mpuc/consumer-assistance/faq
Complaint form
www.maine.gov/mpuc/consumer-assistance/file-complaint

 

Maryland

Date-based
no

Temperature-based
yes

Temperature
Gas 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 Policy
Utility must provide affidavit to the Commission that disconnect will not endanger the health of any household member.

Other
Utility 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 Contacts
Consumer line: 410-767-8000 (Baltimore) or 800-492-0474
TTY: 800-201-7165

Consumer FAQ/Bill of Rights
http://webapp.psc.state.md.us/Intranet/psc/faq_new.cfm
Complaint form
http://webapp.psc.state.md.us/Intranet/info/complaintfront_new.cfm

 

Massachusetts

Date-based
yes

Protection Dates
November 15 – March 15

Temperature-based
no

Seasonal Policy
Disconnect 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.

Other
Utilities 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 Contacts
Consumer line: 617-737-2836 or 877-886-5066
Email: [email protected]
Consumer FAQ/Bill of Rights
www.mass.gov/
Complaint form
www.mass.gov/
Sources
Massachusetts Office of Attorney General

 

Michigan

Date-based
yes

Protection Dates
November 1-March 31

Temperature-based
no

Seasonal Policy
Winter 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.

Other
Disconnection 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 Payments
Low 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 Contacts
Consumer line: 800-292-9555

Consumer FAQ/Bill of Rights
www.michigan.gov/mpsc/consumer/natural-gas (gas)
www.michigan.gov/mpsc/consumer/electricity (electric)

Complaint form
www.michigan.gov/mpsc/consumer/complaints
Sources
Michigan Public Service Commission Fact Sheet

 

Minnesota

Date-based
yes

Protection Dates
October 1 – April 30

Temperature-based
yes – summer disconnect protection

Temperature
Utilities may not disconnect residential electricity service when an excessive heat watch, heat advisory, or excessive heat warning has been issued by the National Weather Service

Seasonal Policy
Disconnect 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.

Other
Disconnect 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 Contacts
Consumer line: 651-296-0406 or 800-657-3782
TTY: 800-657-3782
Email: [email protected]
Consumer FAQ/Bill of Rights
https://mn.gov/puc/consumers/shut-off-protection/
Complaint form
https://mn.gov/puc-stat/documents//pdf_files/011566.pdf

 

Mississippi

Date-based
yes

Protection Dates
December 1 – March 31, with extended payment plan

Temperature-based
yes

Seasonal Policy
Mid-Winter Rule: From January through March, residential customers who are unable to pay the full amount of their utility bill may qualify for the mid-winter rule which prohibits disconnection of service. To qualify, residential customers must inform the utility of their inability to pay prior to disconnection and must agree to an extended payment plan.

Summer Rule: Residential customers shall have the right to avoid discontinuation of electric service for nonpayment of pills if, as of 8:00 am on the scheduled disconnection day, and Excessive Heat Warning has been issued by the National Weather Service for the county of the scheduled disconnection.

Other
If 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.

Consumer FAQ/Bill of Rights
www.psc.ms.gov/exec-sec/rights
Complaint form
www.psc.state.ms.us/complaintv2/
Sources
Mississippi Public Service Commission Rules and Regulations Governing Public Utility Service

 

Missouri

Date-based
yes

Protection Dates
November 1-March 31 – Cold Weather Rule (CWR)
June 1 – September 30 – Hot Weather Law

Temperature-based
yes

Temperature
32° F or below or greater than 95°

Seasonal Policy
Prohibits 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.

Other
Disconnect 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 Contacts
Consumer line: 800-393-4211
TTY: 866-735-2460
Email: [email protected]
Consumer FAQ/Bill of Rights
https://psc.mo.gov/CMSInternetData/ConsumerInformation/The%20Cold%20Weather%20Rule.pdf
Complaint form
www.efis.psc.mo.gov/mpsc/complaintform.asp
Sources
Missouri Public Service Commission Cold Weather Rule
Missouri Public Service Commission Hot Weather Law

 

Montana

Date-based
yes

Protection Dates
November 1-April 1

Temperature-based
yes

Temperature
Cannot 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 Policy
Prohibited for customers receiving public assistance or if household member is age 62 or older or disabled. Regulated utilities must get PSC approval for disconnect.

Other
Disconnection is delayed if detrimental to existing medical condition, written certification to utility can be renewed every 180 days as needed.

PUC/PSC Contacts
Consumer line: 800-646-6150

Consumer FAQ/Bill of Rights
https://psc.mt.gov/Consumers/FAQ
Complaint form
https://psc.mt.gov/Consumers/Request-Assistance

 

Nebraska

Date-based
yes

Protection Dates
November 1-March 31

Temperature-based
no

Seasonal Policy
No disconnect for low-income natural gas customers with proof of eligibility for energy assistance.

Other
To 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 Contacts
Consumer line: 800-526-0017

Complaint form
https://psc.nebraska.gov/natural-gas/natural-gas-complaint-form

 

Nevada

Date-based
no

Temperature-based
yes

Temperature
15° F or below and 105° F or above

Other
Disconnection 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 Payments
Disconnection is delayed if customers agrees to pay bill in installments within the next 90 days.

PUC/PSC Contacts
Consumer line: 800-992-0900 Ext. 4-6101; 702-486-2600 (Vegas); 775-684-6100 (Reno)

Consumer FAQ/Bill of Rights
http://puc.nv.gov/FAQ/Termination_of_Service/
Complaint form
http://puc.nv.gov/FAQ/Resolving_Disputes/
Sources
State of Nevada Public Utilities Commission – Termination of Service

 

New Hampshire

Date-based
yes

Protection Dates
November 15-March 31

Temperature-based
no

Seasonal Policy
PUC 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.

Other
Disconnection 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 Payments
No disconnection if customer agrees to and adheres to payment plan.

PUC/PSC Contacts
Consumer line: 603-271-1172 or 800-852-3793
Email: [email protected]
Complaint form
www.puc.nh.gov/Consumer/complaint.htm

 

New Jersey

Date-based
yes

Protection Dates
November 15 – March 15

Temperature-based
yes (summer)

Temperature
90o F and above

Seasonal Policy
Ban 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 90o 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.”

Other
Disconnection 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 Contacts
Consumer line: 800-624-0241

Consumer FAQ/Bill of Rights
www.bpu.state.nj.us/bpu/assistance/rights/
Complaint form
www.bpu.state.nj.us/bpu/assistance/complaints/inquiry.html

 

New Mexico

Date-based
yes

Protection Dates
November 15-March 15

Temperature-based
no

Seasonal Policy
A 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.

Other
No 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 Payments
The 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 Contacts
Consumer line: 888-427-5772

Consumer FAQ/Bill of Rights
www.nmprc.state.nm.us/consumer-relations/faqs.html
Complaint form
www.nmprc.state.nm.us/consumer-relations/file-complaint.html

 

New York

Date-based
yes

Protection Dates
November 1 – April 15

Temperature-based
no

Other
Prohibits 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 Payments
Utilities must offer payment plan suited to customer’s financial situation.

PUC/PSC Contacts
Consumer line: 800-342-3355 (disconnect); 800-342-3377 (general complaint)

Complaint form
Complaint form and procedure

 

North Carolina

Date-based
yes

Protection Dates
November 1-March 31

Temperature-based
no

Seasonal Policy
No disconnect for elderly, disabled, and customers who are eligible for the Energy Crisis Assistance Program.

Deferred Payments
Disconnection is prohibited if customer agrees and adheres to a payment plan.

PUC/PSC Contacts
Consumer line: 866-380-9816 or 919-733-9277

Sources
Termination of Utility Service – North Carolina Attorney General

 

North Dakota

Date-based
no

Temperature-based
no

Temperature
 

Seasonal Policy
No disconnect for customers who enter into a payment plan.

Other
Utilities must delay disconnect for 30 days for customers who are age 65 or older, ill, or disabled.

PUC/PSC Contacts
Consumer line: 701-328-4082, 877-245-6685
TTY: 800-366-6888
Email: [email protected]
Consumer FAQ/Bill of Rights
https://psc.nd.gov/docs/ysk/e-1-protection-from-electric-and-natural-gas-disconnections.pdf
Complaint form
Informal
Formal

 

Ohio

Date-based
yes

Protection Dates
November 11 – April 15

Temperature-based
no

Seasonal Policy
The 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.

Other
30 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 Payments
Disconnection is prohibited for Percentage of Income Plan (PIP) customers as long as they remain current with their PIP payment.

PUC/PSC Contacts
Consumer line: 800-686-7826

Consumer FAQ/Bill of Rights
www.puco.ohio.gov/be-informed/consumer-topics/electric-customers39-bill-of-rights/
Complaint form
www.puco.ohio.gov/puco/index.cfm/contact-us/contact-us-form/index.cfm?intype=question
Sources
Ohio Laws & Administrative Rules (Rule 4901:1-18-06)

 

Oklahoma

Date-based
no

Temperature-based
yes

Temperature
32° F or below (daytime), 20° F or below (night), or heat index 101° F or higher

Seasonal Policy
No 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.

Other
Disconnection 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 Payments
No disconnection if a customer enters into a deferred payment plan.

PUC/PSC Contacts
405-521-2331 (OKC Metro), 800-522-8154

Complaint form
www.occeweb.com/Complaints/pucomplaints2.html
Sources
The Oklahoma Register (OAC 165:35)

 

Oregon

Date-based
no

Temperature-based
yes

Temperature
Any day a forecasted high temperature of 32° F or below or on any day a local Heat Advisory is issued by the applicable weather reporting service. The low temperature threshold does not apply if an energy utility offers a Commission-approved winter protection program.

Other
A 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 Payments
No disconnect if customers enters into a deferred payment plan.

PUC/PSC Contacts
Consumer line: 800-522-2404, Salem: 503-378-6600
TTY: 711
email: [email protected]
Complaint form
Complaint procedure and online form
Source
Oregon Public Utility Commission ORS 860-021-0407

 

Pennsylvania

Date-based
yes

Protection Dates
December 1-March 31

Temperature-based
no

Seasonal 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 renegotiate a payment plan. No utility shall terminate or refuse to restore service if health of household member would be adversely affected, need medical certificate.

According to the Responsible Utility Customer Protection Act, utilities may be shut off without Commission’s approval during the winter months if customer fails “to be a responsible utility customer, and provided that [the customer’s household]’s income exceeds 250 percent of the federal poverty level.”

Deferred Payments
No disconnect if customer agrees to payment plan.

PUC/PSC Contacts
Consumer line: 800-692-7380
TTY: 711

Consumer FAQ/Bill of Rights
www.puc.state.pa.us/general/consumer_ed/pdf/Act201.pdf

 

Rhode Island

Date-based
yes

Protection Dates
November 1 – April 15

Temperature-based
yes

Temperature
Heat advisory or excessive heat warning

Seasonal Policy
Disconnect 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 are less 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.

Other
21 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 Payments
Utilities 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 Contacts
Consumer line: 401-941-4500

Consumer FAQ/Bill of Rights
https://ripuc.ri.gov/consumer-information
Complaint form
https://ripuc.ri.gov/consumer-information/how-file-complaint
Sources
Rhode Island Public Utilities Commission (810-RICR-10-00-1)

 

South Carolina

Date-based
no

Temperature-based
yes: December 1-March 31

Seasonal Policy
30 day shut-off delay for seriously ill with medical certificate, can be renewed up to 3 times during the winter protection period.

Deferred Payments
Disconnect is prevented if customer agrees and adheres to payment plan.

PUC/PSC Contacts
Consumer line: 800-922-1531or 803-737-5230

Complaint form
www.psc.sc.gov/consumer-info/file-complaint
Sources
South Carolina Code of Laws (Section 58-31-540)

 

South Dakota

Date-based
yes

Protection Dates
November 1-March 31

Temperature-based
no

Seasonal Policy
Additional notice of 30 days.

Other
30 day disconnect delay if physician, public health official or social service official certifies a medical emergency.

Deferred Payments
No disconnect if customer agrees and adheres to payment plan.

PUC/PSC Contacts
Consumer line: 800-332-1782

Consumer FAQ/Bill of Rights
https://puc.sd.gov/consumer/default.aspx
Sources
South Dakota Administrative Rules (20:10:20:10. Residential winter disconnection)

 

Tennessee

Date-based
no

Temperature-based
no

Seasonal Policy
30 day disconnect delay if physician, public health official or social service official certifies that a household member’s health would be adversely affected.

Deferred Payments
Utilities are required to offer a payment plan.

PUC/PSC Contacts
Consumer line: 800-342-8359
TTY: 888-276-0677

Consumer FAQ/Bill of Rights
www.tn.gov/tra/topic/csd-utility-complaint-resources
Complaint form
www.tn.gov/tpuc/utility-complaint-resources/csd-online-utility-complaint-form.html
Sources
 

 

Texas

Date-based
no

Temperature-based
yes

Temperature
32° F or below or during heat advisory for all residential customers

Other
Disconnection will be delayed if detrimental to the health of a resident, must have physician certification.

Deferred Payments
Utilities are required to offer a deferred payment plan. No disconnect if customer agrees and adheres to payment plan.

PUC/PSC Contacts
Consumer line: 888-782-8477 (electric) 512-936-7120 (Austin electric); 515-463-7164 (gas)
Email: [email protected]
Consumer FAQ/Bill of Rights
www.puc.texas.gov/consumer/complaint/Rights.aspx
Complaint form
Electric
Sources
Texas Public Utilities Commission – §25.29

 

Utah

Date-based
yes

Protection Dates
November 15-March 15

Temperature-based
no

Seasonal Policy
Must 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.

Other
30 day disconnect delay if detrimental to health, must have physician certification.

Deferred Payments
New, 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 Contacts
Consumer line: 800-874-0904 or 801-530-7622

Consumer FAQ/Bill of Rights
https://psc.utah.gov/faqs/
Complaint form
https://psc.utah.gov/complaint-process/

 

Vermont

Date-based
yes

Protection Dates
November 1-March 31

Temperature-based
yes

Temperature
10° F or below or 32° F or below for elderly

Seasonal Policy
No disconnect if temperature is less than 10° F or less than 32° F for households with elderly age 62 or older.

Other
30 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 Payments
No disconnect if customer agrees and adheres to payment plan.

PUC/PSC Contacts
Consumer line: 800-622-4496
TTY: 800-734-8390
Email: [email protected]
Consumer FAQ/Bill of Rights
puc.vermont.gov/public-participation/frequently-asked-questions
Complaint form
http://puc.vermont.gov/public-participation/complaints/consumer-utility-service
Sources
Vermont Public Utilities Commission

 

Virginia

Date-based
no

Temperature-based
no

Year-round Policy
An 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 Contacts
Consumer line: 800-552-7945
Email: [email protected]?subject=WebInquiry
Consumer FAQ/Bill of Rights
https://scc.virginia.gov/pages/Electricity-FAQs (electric)
https://scc.virginia.gov/pages/Natural-Gas-FAQs (gas)

Complaint form
www.scc.virginia.gov/pur/complaint.aspx
Source
Virginia Legislative Information System

 

Washington

Date-based
yes

Protection Dates
November 15 – March 15

Temperature-based
no

Seasonal Policy
Protection for hardship customers who qualify or apply for energy assistance and enter payment plan.

Other
Disconnection 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 Payments
Disconnection 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 Contacts
Consumer line: 888-333-9882
Email: [email protected]
Consumer FAQ/Bill of Rights
www.utc.wa.gov/consumers/Pages/consumerRights.aspx
Sources
Washington State Legislature – Disconnection of Service

 

West Virginia

Date-based
yes

Protection Dates
November 1 – March 31

Seasonal Policy
Because disconnections during protection dates are considered detrimental to the health of the customer’s household, the utility company must make three additional attempts to contact the customer before disconnection.

Other
Because disconnections when a physician, nurse practitioner or physician assistant has certified the termination of service would be detrimental to the health of the customer’s household, the utility must make three additional attempts to contact the customer. The medical certification may be renewed by the proper medical person every 30 days if illness persists. Renewals are not needed if condition is certified as being permanent.

Deferred Payments
Service cannot be disconnected if customer agrees and adheres to payment plan. Utility company not required to negotiate a payment plan more than once due to significant change in financial circumstances.

PUC/PSC Contacts
Consumer line: 800-344-5113
Website: www.psc.state.wv.us/
Consumer FAQ/Bill of Rights
www.psc.state.wv.us/complaints/default.htm
Complaint Form
http://www.psc.state.wv.us/Complaints/formalcomplaintprocedures.htm
Sources
 

 

Wisconsin

Date-based
yes

Protection Dates
November 1-April 15

Temperature-based
yes

Seasonal 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.

Other
21 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 Payments
Protection for customers entering payment plans; special notice and links to assistance agencies.

PUC/PSC Contacts
Consumer line: 800-225-7729, 608-266-2001 (Madison)
TTY: 608-267-1479

Consumer FAQ/Bill of Rights
https://psc.wi.gov/Pages/ForConsumers/FAQs.aspx
Complaint form
https://psc.wi.gov/Pages/ForConsumers/LogAComplaint.aspx
Sources
Wisconsin State Legislature

 

Wyoming

Date-based
yes

Protection Dates
November 1-April 1

Temperature-based
yes

Temperature
Disconnection only if above freezing.

Seasonal Policy
Temperature-based restrictions if unable to pay and has exhausted available assistance or is actively seeking assistance, or can pay, but only in installments.

Other
15 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 Payments
Disconnections are prohibited if customer agrees and adheres to payment plan.

PUC/PSC Contacts
Consumer line: 888-570-9905, 307-777-7427
Email: [email protected]
Sources
Wyoming Administrative Code