Utility Service Terminations

A utility can terminate service only for reasons approved by the Public Service Commission:

Nonpayment of bills or security deposit

Failure to comply with company rules

Refusal to allow reasonable access to utility equipment

Fraudulent or misleading application

Non-disclosure of material facts

Co-occupant bills

Safety hazards

Tampering with utility equipment

Theft of energy

Theft of energy (TOE) investigations have increased with the installation of AMI (smart) meters. These investigations can interfere with a customer’s ability to use electric or gas arrearage funds from OHEP for past due bills.

A utility cannot terminate service for:

A Public Service Commission disputed bill. To get this protection, a customer must file a complaint with the Commission disputing the reason for the termination before the utility shuts off service. The customer is required to pay the undisputed portion of a bill. If a customer is off service, a utility is not required to restore service after a customer files a complaint.

Outstanding bill of a previous occupant (unless customer was a co-occupant) or landlord

Merchandise or service contracts

Service used in non-residential units (e.g., commercial)

A past-due utility bill that the customer guaranteed for another customer

A bill that is outstanding for less than 3 months (if the security deposit exceeds the bill)

An outstanding bill that is $100 or less and delinquent less than 3 months

A charge to correct a meter error the utility did not discover for a period greater than 4 months

An outstanding bill that is more than 7 years old, unless:

Customer signed a payment agreement or

The outstanding bill is for service obtained in a deceptive or fraudulent manner, or as a result of certain co-occupancy situations

A utility must make reasonable attempts to collect past-due bills before it sends a termination notice and shuts off service.

A utility must provide written notice of the reasons for termination:

14-day notice:

Nonpayment of bills or security deposit

Failure to comply with company rules

Refusal to allow reasonable access to utility equipment

7-day notice:

Fraudulent or misleading application

Non-disclosure of material facts

Co-occupant bills

The notice must include certain information:

Name and account number of the customer

Address where service is to be terminated

Statement of reasons for termination

Co-occupant bills

Reconnection fees, if any (USPP participants are not required to pay this fee)

Statement of total amount due

A statement of customer rights and remedies

A statement of customer responsibilities

The 7-day notice must include specific information

Manner that service was secured

Approximate period of service used

Amount of the bill

Summary of facts upon which utility bases its decision to terminate

A 14-day notice to occupants of a master-metered building is required.

Individuals should be notified by 1st class mail or flyers, and there should be a posting of termination notices in conspicuous areas of the building.

A utility cannot terminate service for:

A Public Service Commission disputed bill. To get this protection, a customer must file a complaint with the Commission disputing the reason for the termination before the utility shuts off service. The customer is required to pay the undisputed portion of a bill. If a customer is off service, a utility is not required to restore service after a customer files a complaint.

Outstanding bill of a previous occupant (unless customer was a co-occupant) or landlord

Merchandise or service contracts

Service used in non-residential units (e.g., commercial)

A past-due utility bill that the customer guaranteed for another customer

A bill that is outstanding for less than 3 months (if the security deposit exceeds the bill)

An outstanding bill that is $100 or less and delinquent less than 3 months

A charge to correct a meter error the utility did not discover for a period greater than 4 months

An outstanding bill that is more than 7 years old, unless:

Customer signed a payment agreement or

The outstanding bill is for service obtained in a deceptive or fraudulent manner, or as a result of certain co-occupancy situations

Learn more about the Medical Certification Form here.