Advancing
Universal Service, Affordability, and Customer Protection for Residential Utility Consumers.

HOW CAN  I PREVENT TERMINATION  OF UTILITY SERVICE

Under what circumstances can the utility shut off my service?

A utility may only terminate your service if you:

• failed to pay charges for services rendered within the past twelve months.  In other words, if the amount owed was billed and due more than a year ago, and because of no fault of yours, your utility did not begin termination procedures they may not shut off your service.
• failed to make payments under a written Deferred Payment Agreement –
   A DPA can be renegotiated if your financial circumstances have changed.
• failed to pay or agree in writing to pay equipment and installation charges related to the initiation of service, or
• failed to pay a lawfully required deposit,

AND

• the utility gave you a notice in writing that it plans to shut off your service, at least 15 days following the date of the notice - during that time you may pay the overdue bill or make a payment agreement on the overdue amount.

This notice may not be sent until at least 20 days after the date payment was due.

What must be included in the Final Termination Notice?

The Notice must state:

• the reasons for the intended shutoff, including the amount owed, and how you can avoid shutoff
• the earliest date on which a shutoff might occur,
• the address and phone number of your utility,
• the utility’s complaint handling procedures
• a summary of your rights under HEFPA together with a Notice that anyone eligible for the protections afforded by these rights should contact the utility 16 NYCRR § 11.4 (b)

After the notice has been sent to you, the utility must allow 15 days for you to resolve the problem before it can shut off your service.  16 NYCRR § 11.4 (c)

When can Service be Shut Off?

At least 15 days after service of a final termination Notice which cannot be sent out until 20 days after the payment was due.

Utilities can shut off your service only:

• between the hours of 8 a.m. and 4 p.m.
• from Monday through Thursday, NEVER ON FRIDAY.

Your service cannot be shut off on a public holiday, the day before a holiday, the two week period which includes Christmas and New Year's Day, or on any day before your utility business office closed. 16 NYCRR § 11.4 (d)

When can’t the Utility shut off service?

Service cannot be shut off by the utility if: 

• a Final Termination Notice has not been sent to you;
• a doctor certifies to your utility that there is a medical emergency;
• you have an unresolved billing dispute with your utility or the PSC concerning the amount owed; 
• you make full payment of the amount owed when your utility comes to shut off service; or
• you make a payment agreement with your utility which covers the amount owed.

PULP Answers Questions About Preventing Terminations.
If you have a specific question about preventing terminations, contact PULP. 
For a sample of some detailed questions about preventing terminations and PULP’s answers, click here.