It’s winter and the customer’s source of heat has been cut off. Prompt action is necessary. Under the Missouri Public Service Commission’s (PSC) Cold Weather Rule (4 CSR 240-13.055), reconnection of utility service is often possible even if the customer cannot afford to pay a deposit charge or all of the outstanding balance. The PSC rule is in effect from November 1 to March 31.
To Be Reconnected, the Customer must…
- Contact the utility, request reconnection of service and express their inability to pay in full;
- Comply with the utility company’s request for information regarding monthly and annual income;
Customers are not eligible for reconnection if the amount owed is due to them having interfered or diverted past utility service.
Defaults on Payment Agreements and Reconnections:
The PSC has established more lenient terms permitting reconnection of service for those natural gas customers who defaulted on a previous Cold Weather Rule payment agreement. A customer can have service restored by making an initial payment of 50% of his/her outstanding balance or $500, whichever is less, with the deferred balance to be paid in a Cold Weather payment agreement. In the past, a utility company could require up to 80% of the outstanding balance. The term of the new payment plan will be 12 months unless the customer requests a shorter period or the utility agrees to a longer period.
A gas utility will not be required to offer this more lenient (50%) payment terms or to reconnect a customer more than once every two years or when a customer has defaulted on three previous Cold Weather payment agreements. In these situations the customer will be required to pay 80% of the outstanding balance to keep service on or to restore services.
What You Can Do:
- If the utility service is cut off, assist the customer in finding warm shelter.
- With the customer’s approval, arrange for a face-to-face meeting between the customer and the utility company.
- Attend this meeting yourself to assist the customer with the negotiations. During this meeting, explore the possibility of financial assistance and/or a payment agreement.
- If the customer becomes delinquent under a payment agreement, discuss the reasons for delinquency with the customer.
- Seek to have service restored promptly so that the customer can avoid making a deposit;
- Assist the customer in contacting the local Community Action Agency to apply for financial assistance under the Low-Income Home Energy Assistance Program (LIHEAP). See DSS LIHEAP information www.dss.mo.gov/fsd/liheap.htm.
PSC Cold Weather Rule: Utility Cutoffs and Registration
PSC Cold Weather Rule: Payment Agreement
PSC Cold Weather Rule: Reconnection
For Registration Form Click Here (PDF File) |
