CUSTOMER RIGHTS AND RESPONSIBILITIES
TO AVOID SHUTOFF OF ELECTRIC SERVICE FOR NONPAYMENT
1. What can I do if I receive a notice from the utility that says my service will be shut off because I have a past due bill?
- Pay the bill in full; or
- Enter into a reasonable payment plan with the utility (see #2 below); or
- Apply for and become eligible for low-income energy assistance (see #3 below); or
- Give the utility a written statement from a doctor or public health official stating that shutting off your electric service would pose an especial health danger for a person living at the residence (see #4 below); or
- Tell the utility if you think part of the amount shown on the bill is wrong. However, you must still pay the part of the bill you agree you owe the utility (see #5 below).
2. How do I go about making a reasonable payment plan? (Residential customers only)
- Contact the utility as soon as you know you cannot pay the amount you owe. If you cannot pay all the money you owe at one time, the utility may offer you a payment plan that spreads payments evenly over at least 12 months. The plan may be longer depending on your financial situation.
- If you have not made the payments you promised in a previous payment plan with the utility and still owe money, you may qualify for a second payment agreement under certain conditions.
- If you do not make the payments you promise, the utility may shut off your utility service on one day’s notice unless all the money you owe the utility is paid or you enter into another payment agreement.
3. How do I apply for low-income energy assistance? (Residential customers only)
- Contact the local community action agency in your area (see attached list); or
- Contact the Division of Community Action Agencies at the Iowa Department of Human Rights, Lucas State Office Building, Des Moines, Iowa 50319; telephone (515)281-0859. To prevent disconnection, you must contact the utility prior to disconnection of your service.
- To avoid disconnection, you must apply for energy assistance before your service is shut off. Notify your utility that you may be eligible and have applied for energy assistance. Once your service has been disconnected, it will not be reconnected based on approval for energy assistance.
- Being certified eligible for energy assistance will prevent your service from being disconnected from November 1 through April 1.
4. What if someone living at the residence has a serious health condition? (Residential customers only)
Contact the utility if you believe this is the case. Contact your doctor or a public health official and ask the doctor or health official to contact the utility and state that shutting off your utility service would pose an especial health danger for a person living at your residence. The doctor or public health official must provide a written statement to the utility office within 5 days of when your doctor or public health official notifies the utility of the health condition; otherwise, your utility service may be shut off. If the utility receives this written statement, your service will not be shut off for 30 days. This 30-day delay is to allow you time to arrange payment of your utility bill or find other living arrangements. After 30 days, your service may be shut off if payment arrangements have not been made.
5. What should I do if I believe my bill is not correct?
You may dispute your utility bill. You must tell the utility that you dispute the bill. You must pay the part of the bill you think is correct. If you do this, the utility will not shut off your service for 45 days
from the date the bill was mailed while you and the utility work out the dispute over the part of the bill you think is incorrect. You may ask the Iowa Utilities Board for assistance in resolving the dispute. (See #9 below.)
6. When can the utility shut off my utility service because I have not paid my bill?
- Your utility can shut off service between the hours of 6 a.m. and 2 p.m., Monday through Friday.
- The utility will not shut off your service on nights, weekends, or holidays for nonpayment of a bill.
- The utility will not shut off your service if you enter into a reasonable payment plan to pay the overdue amount (see #2 above).
- The utility will not shut off your service if the temperature is forecasted to be 20 degrees Fahrenheit or colder during the following 24-hour period, including the day your service is scheduled to be shut off.
- If you have qualified for low-income energy assistance, the utility cannot shut off your service from November 1 through April 1. However, you will still owe the utility for the service used during this time.
- The utility will not shut off your service if you have notified the utility that you dispute a portion of your bill and you pay the part of the bill that you agree is correct.
7. How will I be told the utility is going to shut off my service?
- You must be given a written notice at least 12 days before the utility service can be shut off for nonpayment. This notice will include the reason for shutting off your service.
- If you have not made payments required by an agreed-upon payment plan, your service may be disconnected with only one day’s notice.
- The utility must also try to reach you by telephone or in person before it shuts off your service. From November 1 through April 1, if the utility cannot reach you by telephone or in person, the utility will put a written notice on the door of your residence to tell you that your utility service will be shut off.
8. If service is shut off, when will it be turned back on?
- The utility will turn your service back on if you pay the whole amount you owe or agree to a reasonable payment plan (see #2 above).
- If you make your payment during regular business hours, or by 7 p.m. for utilities permitting such payment or other arrangements after regular business hours, the utility must make a reasonable effort to turn your service back on that day. If service cannot reasonably be turned on that same day, the utility must do it by 11 a.m. the next day.
- The utility may charge you a fee to turn your service back on. Those fees may be higher in the evening or on weekends, so you may ask that your service be turned on during normal utility business hours.
9. Is there any other help available besides my utility?