Customer Rights and Responsibilities to avoid Shutoff of Electric Service for Non-payment
The following is a summary of your rights and remedies under the rules of the Utilities Division of the Iowa Department of Commerce to avoid disconnection of utility service.
Disconnection can be avoided by paying the past due amount or by making arrangements to pay on or before the date listed on the notice.
- Pay the bill in full; or
- Enter into a reasonable payment plan with the utility (see #2 below); or
- Apply for and become eligible for low-income energy assistance (see #3 below); or
- Give the utility a written statement from a doctor or public health official stating that shutting off your electric service would pose an especial health danger for a person living at the residence (see #4 below); or
- Tell the utility if you think part of the amount shown on the bill is wrong. However, you must still pay the part of the bill you agree you owe the utility (see #5 below).
- Contact the utility as soon as you know you cannot pay the amount you owe. If you cannot pay all the money you owe at one time, the utility may offer you a payment plan that spreads payments evenly over at least 12 months. The plan may be longer depending on your financial situation.
- If you have not made the payments you promised in a previous payment plan with the utility and still owe money, you may qualify for a second payment agreement under certain conditions.
- If you do not make the payments you promise, the utility may shut off your utility service on one day’s notice unless all the money you owe the utility is paid or you enter into another payment agreement.
2850 Mt Pleasant St
Burlington, IA 52601;
P.O. Box 658
Ottumwa, IA 52501 or
P.O. Box 490
Hiawatha, IA 52233;
- Contact the Division of Community Action Agencies at:
Iowa Department of Human Rights
Lucas State Office Building
Des Moines, Iowa 50319
Telephone (515)281-0859. To prevent disconnection, you must contact the utility prior to disconnection of your service.
- To avoid disconnection, you must apply for energy assistance before your service is shut off. Notify your utility that you may be eligible and have applied for energy assistance. Once your service has been disconnected, it will not be reconnected based on approval for energy assistance.
- Being certified eligible for energy assistance will prevent your service from being disconnected from November 1 through April 1.
- Your utility can shut off service between the hours of 6 a.m. and 2 p.m., Monday through Friday.
- The utility will not shut off your service on nights, weekends, or holidays for nonpayment of a bill.
- The utility will not shut off your service if you enter into a reasonable payment plan to pay the overdue amount (see #2 above).
- The utility will not shut off your service if the temperature is forecasted to be 20° Fahrenheit or colder during the following 24-hour period, including the day your service is scheduled to be shut off.
- If you have qualified for low-income energy assistance, the utility cannot shut off your service from November 1 through April 1. However, you will still owe the utility for the service used during this time.
- The utility will not shut off your service if you have notified the utility that you dispute a portion of your bill and you pay the part of the bill that you agree is correct.
- If one of the heads of household is a service member deployed for military service, utility service cannot be shut off during the deployment or within 90 days after the end of deployment. For this exception to disconnection to apply, the utility must be informed of the deployment prior to disconnection. However, you will still owe the utility for service used during this time.
- You must be given a written notice at least 12 days before the utility service can be shut off for nonpayment. This notice will include the reason for shutting off your service.
- If you have not made payments required by an agreed-upon payment plan, your service may be disconnected with only one day’s notice.
- The utility must also try to reach you by telephone or in person before it shuts off your service. From November 1 through April 1, if the utility cannot reach you by telephone or in person, the utility will put a written notice on the door of your residence to tell you that your utility service will be shut off.
- The utility will turn your service back on if you pay the whole amount you owe or agree to a reasonable payment plan (see #2 above).
- If you make your payment during regular business hours, or by 7 p.m. for utilities permitting such payment or other arrangements after regular business hours, the utility must make a reasonable effort to turn your service back on that day. If service cannot reasonably be turned on that same day, the utility must do it by 11 a.m. the next day.
- The utility may charge you a fee to turn your service back on. Those fees may be higher in the evening or on weekends, so you may ask that your service be turned on during normal utility business hours.
Iowa Utilities Board
1375 E. Court Avenue, Room 69
Des Moines, Iowa 50319-0069
Or e-mail email@example.com. Low-income customers may also be eligible for free legal assistance from Iowa Legal Aid, and may contact Legal Aid at 1-800-532-1275.