Disconnection Rules

Customer service representative working on the computer

Please be aware:

  • You must be offered payment options.
  • You cannot be disconnected if you agree to a repayment arrangement and follow that arrangement.
  • A low-income customer may be eligible for the following special rules:
    • The right to request equalized billing without paying by automatic withdrawal.
    • The utility must suspend a disconnection process for 21 days once it has been advised that a customer may be eligible for emergency financial assistance.
    • A customer that has agreed to a repayment plan has more time to pay outstanding balances to the utility.
    • The Reconnect Fee is waived for Low Income customers. 
  • Help is available for low-income consumers through programs including: