Your Guide to Energy Disconnection and Reconnection
Help may be available for those struggling to pay their electric and natural gas bills. The Office of the Ohio Consumers’ Counsel (OCC), your residential utility consumer advocate, provides this fact sheet to help consumers know their disconnection and reconnection rights. More information about financial assistance can be found at www.occ.ohio.gov/utilityassistance.
Utility Disconnections
Disconnection of utility services can occur any time of year. Consumers should act quickly when receiving an official disconnection notice from their utility.
There are various reasons why electric and natural gas utilities can disconnect service, including:
- The consumer failed to pay the utility bill and the company followed all proper disconnection notification procedures and other requirements.
- The consumer moved from the premises or requested that service be disconnected.
- Utility repairs are needed and/or a dangerous condition exists.
- There is equipment tampering, fraud or violation of other regulations.
However, generally consumers cannot be disconnected or denied reconnection based on the past due bills of a former customer no longer living in the home with some exceptions.
Your Rights
When utility bills are unpaid, electric and natural gas utilities must give consumers advance notice and an opportunity to arrange a payment plan to prevent disconnection.
Bill Payment
- Electric utility consumers have at least 21 days from the date of the postmark to pay each month’s bill.
- Natural gas utility consumers have at least 14 days from the date of the postmark to pay each month’s bill.
- If payment is not received by the time the next bill is generated, the utility may begin the disconnection process.
Disconnection Process
- Before disconnecting service for an unpaid bill, the utility must provide advanced notice.
- At least 14 days’ notice must be provided on either the monthly bill or sent separately.
- Generally, on the day of disconnection, the utility must attempt to notify the customer in person and may be able to arrange a payment plan or accept payment. If the customer is not home, the utility must attempt to notify another adult at the residence. If neither is available, the utility must leave a written notice in a visible location.
- If the customer has a smart meter, utilities are not required to visit customers in person before disconnection and may instead contact the customer by phone or text message.
- Disconnection can only occur during normal business hours.
Additional Winter Protections
- From Nov. 1 through April 15, utilities must provide an additional 10-day notice before disconnection.
- During this period, the utility must contact the customer or another adult at the residence at least 10 days before disconnection. Contact may be made in person, by telephone or through a hand-delivered written notice, giving consumers additional time to arrange a payment plan.
Payment Plans
Utilities are encouraged by the Public Utilities Commission of Ohio (PUCO) to arrange extended payment plans. If a consumer cannot arrange an individualized plan, electric and natural gas utilities must offer the following standard payment plans:
- “One-Ninth” Plan allows consumers to make nine equal monthly payments on the past-due amount and puts them on a budget plan. The budget is based on a consumer’s average usage over 12 months and may be adjusted periodically.
- “One-Sixth” Plan allows consumers to pay the past-due amount over six months. On this plan, consumers must pay their current bill plus one-sixth of the past due balance.
- “One-Third,” or Winter Heating Season Plan must be offered from Nov. 1 through April 15. This plan allows consumers to pay one-third of the total balance due each month (past due amount plus current charges) during the winter heating season. Then, any past due amounts remaining after April 15 can be recalculated using another plan.
- Percentage of Income Payment Plan (PIPP Plus) is a year-round, income-based payment plan that allows consumers to pay a percentage of the household’s monthly income instead of a bill based on the actual usage. Households with an income at or below 175 percent of the federal income guidelines are eligible. Learn more about PIPP Plus with OCC’s fact sheet at www.occ.ohio.gov/factsheet/percentage-income-payment-plan-pipp-plus. Contact the local Energy Assistance Provider/Community Action Agency (EAP/CAA) to enroll in PIPP Plus. Locate a local EAP/CAA by visiting www.occ.ohio.gov/utilityassistance or www.energyhelp.ohio.gov.
Protections Against Disconnection
A medical certificate may be used if disconnection of utility service would be especially dangerous to the health of any consumer who is a permanent resident of the household. It can also be used if disconnection would make the operation of medical or life-support equipment impossible or impractical to use.
A medical certificate lasts for 30 days and can prevent disconnection or restore service within 21 days of service disconnection. It must be signed by a licensed medical professional and can be used for both electric and natural gas utilities up to three times each in a 12-month period. Certificate forms must be completed for each use and are available from the utility or the PUCO website at www.puco.ohio.gov.
Special Reconnection Order (SRO)
Issued yearly by the PUCO, regulated electric and natural gas utility customers can avoid disconnection or reconnect service by paying $175 of the total amount owed, plus a reconnection fee of no more than $36 (if applicable). The SRO can be used (regardless of income) once per heating season per utility, typically between mid-Oct. and mid-April. To use the SRO, contact the utility company.
Eligible PIPP Plus customers with past due amounts greater than $175 may be able to use the SRO and have any remaining unpaid balance transferred to their PIPP arrearage.
Also known as E-HEAP or Emergency HEAP, this program provides financial assistance once per heating season for income-eligible households to restore or maintain heating service. It is available from Nov. 1 to March 31 for households at or below 175 percent of the federal income guidelines. Consumers apply at the local EAP/CAA.
The Summer Crisis Program may provide financial assistance on electric bills for some income-eligible consumers between July 1 and Sept. 30. Consumers apply at the local EAP/CAA.
Service Reconnection
When a consumer pays the amount due with any additional reconnection charges, service must be restored by the end of the next business day.
A customer can request same-day reconnection if payment is made and the utility is notified by 12:30 p.m. (3:30 p.m. if using a 30-day medical certificate). If paying at an authorized payment location, consumers must provide the utility proof of payment for same or next-day reconnection. A list of authorized payment locations can be obtained from the utility company. Same-day reconnections may also require additional charges for any work performed after business hours.
If service has been disconnected for more than 10 business days, the utility may charge a reconnection fee and treat the consumer as a new customer by taking up to three days to reconnect service.
Utilities may charge consumers a reconnection fee, which is generally between $15 and $60. The utility also may require payment of a deposit. A deposit cannot exceed one month’s estimated charges plus 30 percent.
More information
For more information about specific disconnection protections and the assistance listed above, or to learn about additional assistance programs, visit our website at www.occ.ohio.gov/utilityassistance.
Information about other local assistance programs may be available by contacting the local EAP/CAA. Locate a local EAP/CAA by visiting www.occ.ohio.gov/utilityassistance or www.energyhelp.ohio.gov.
Consumers can also contact the PUCO about assistance programs or for help resolving a utility dispute or complaint at 1-800-686-7826 or www.puco.ohio.gov.
Utility Contact Information
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