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Rights and Remedies

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.

What can I do if I receive a notice from Access Energy Cooperative that says my service will be shut off because I have a past due bill?
  1. Pay the bill in full; or
  2. Enter into a reasonable payment plan with Access Energy Cooperative (see #2 below); or
  3. Apply for and become eligible for low-income energy assistance (see #3 below); or
  4. Give Access Energy Cooperative 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
  5. Tell Access Energy Cooperative 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 Access Energy Cooperative (see #5 below).
How do I go about making a reasonable payment plan? (Residential customers only)
  1. Contact Access Energy Cooperative as soon as you know you cannot pay the amount you owe. If you cannot pay all the money you owe at one time, Access Energy Cooperative shall offer you a payment plan which spreads payments evenly over at least 12 months. The plan may be longer depending on your financial situation.
  2. If you have not made the payments you promised in a previous payment plan with Access Energy Cooperative and still owe money, you may qualify for a second payment agreement under certain conditions.
  3. If you do not make the payments you promise, Access Energy Cooperative may shut off your utility service on one day’s notice unless all the money you owe Access Energy Cooperative is paid or you enter into another payment agreement.
How do I apply for low-income energy assistance? (Residential customers only)
  1. Applications are taken at your local community action agency. If you are unsure where to apply, dial 2-1-1 or 1-800-244-7431, or visit humanrights.iowa.gov/dcaa. To prevent disconnection, you must contact the utility prior to disconnection of your service.
  2. To avoid disconnection, you must apply for energy assistance before your service is shut off. Notify Access Energy Cooperative 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.
  3. Being certified eligible for energy assistance will prevent your service from being disconnected from November 1 through April 1.
What if someone living at the residence has a serious health condition? (Residential customers only)

Contact Access Energy Cooperative if you believe this is the case. Contact your doctor or a public health official and ask the doctor or health official to contact Access Energy Cooperative and state that shutting off your utility service would pose an especial health danger for a person living at your residence. The doctor or public health official must provide a written statement to Access Energy Cooperative office within 5 days of when your doctor or public health official notifies Access Energy Cooperative of the health condition; otherwise, your utility service may be shut off. If Access Energy Cooperative receives this written statement, your service will not be shut off for 30 days. This 30-day delay is to allow you time to arrange payment of your utility bill or find other living arrangements. After 30 days, your service may be shut off if payment arrangements have not been made.
.

What should I do if I believe my bill is not correct?

You may dispute your utility bill. You must tell Access Energy Cooperative that you dispute the bill. You must pay the part of the bill you think is correct. If you do this, Access Energy Cooperative will not shut off your service for 45 days from the date the bill was mailed while you and Access Energy Cooperative work out the dispute over the part of the bill you think is incorrect. You may ask the Iowa Utilities Board for assistance in resolving the dispute. (See #9 below.)

When can Access Energy Cooperative shut off my utility service because I have not paid my bill?
  1. Access Energy Cooperative can shut off service between the hours of 6 a.m. and 2 p.m., Monday through Friday.
  2. Access Energy Cooperative will not shut off your service on nights, weekends, or holidays for nonpayment of a bill.
  3. Access Energy Cooperative will not shut off your service if you enter into a reasonable payment plan to pay the overdue amount (see #2 above).
  4. Access Energy Cooperative will not shut off your service if the temperature is forecasted to be 20 degrees Fahrenheit or colder during the following 24-hour period, including the day your service is scheduled to be shut off.
  5. If you have qualified for low-income energy assistance, Access Energy Cooperative cannot shut off your service from November 1 through April 1. However, you will still owe Access Energy Cooperative for the service used during this time.
  6. Access Energy Cooperative will not shut off your service if you have notified Access Energy Cooperative that you dispute a portion of your bill and you pay the part of the bill that you agree is correct.
  7. 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. In order for this exception to disconnection to apply, Access Energy Cooperative must be informed of the deployment prior to disconnection. However, you will still owe Access Energy Cooperative for service used during this time.
How will I be told Access Energy Cooperative is going to shut off my service?
  1. 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.
  2. If you have not made payments required by an agreed-upon payment plan, your service may be disconnected with only one day’s notice.
  3. Access Energy Cooperative must also try to reach you by telephone or in person before it shuts off your service. From November 1 through April 1, if Access Energy Cooperative cannot reach you by telephone or in person,  Access Energy Cooperative will put a written notice on the door of or another conspicuous place at your residence to tell you that your utility service will be shut off.
If service is shut off, when will it be turned back on?
  1. Access Energy Cooperative will turn your service back on if you pay the whole amount you owe.
  2. 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, Access Energy Cooperative must make a reasonable effort to turn your service back on that day. If service cannot reasonably be turned on that same day, Access Energy Cooperative must do it by 11 a.m. the next day.
  3.  Access Energy Cooperative 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.
Is there any other help available besides Access Energy Cooperative?

If Access Energy Cooperative has not been able to help you with your problem, you may contact the Iowa Utilities Board toll-free at 1-877-565-4450.

You may also write the Iowa Utilities Board at 1375 E. Court Avenue, Des Moines, Iowa 50319-0069, or by E-mail at customer@iub.iowa.gov.

Low-income members may also be eligible for free legal assistance from Iowa Legal Aid and may contact Legal Aid at 1-800-532-1275.

Dedicated to exceeding member's expectations for safe, reliable, efficient service while being a good citizen in our communities.

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1800 West Washington Street 

P.O. Box 440

Mount Pleasant, IA 52641

To REPORT AN OUTAGE CALL

319-385-1577 | 866-242-4232

Access Energy Cooperative is an equal opportunity provider, employer and lender. To file a complaint of discrimination write USDA, Office of Civil Rights, 1400 Independence Avenue, SW, Washington, DC 20250-9410 or call 800-795-3275 (voice) or 202-720-6382 (TDD).

©2023 Access Energy Cooperative. Safe, reliable, efficient service and a good citizen in our communities.

  • Home
  • My Cooperative
    • About AEC
      • About Us
      • Our Staff
      • Board of Directors
        • How to Run for the Board of Directors
          • Nomination Process Begins for 2021 Board Election
      • Monthly Magazine
      • Service Area
      • Annual Meeting
        • Election of Directors
      • Cooperative Principles
      • Where Does Your Power Come From?
      • History of Co-ops
      • About Touchstone Energy
      • Employment Opportunities
    • Policies
      • Articles of Incorporation
      • By-Laws
      • E-Business Privacy Policy
      • Identity Theft Protection
      • Privacy Policy
      • Rights and Remedies
      • Statement of Nondiscrimination
    • Member Info
      • Dividends
        • Treasure Hunt
      • What does it mean to be a member?
  • Your Account
    • Payment Options
      • Bank Draft
      • Budget Billing
      • Credit/Debit Card Payments
      • Payment Drop Box
    • Billing
      • Your Meter
      • Questions About Your Bill
      • Understanding Your Bill
    • IA Energy Assist Program (LIHEAP)
    • Moving/Address Changes
    • Rates
    • Dividends
  • Residential & Business
    • Residential
      • Residential Rebates
      • Rates
      • Products Available
      • Financing
      • Energy Audits
      • Energy Saving Ideas
    • Business
      • Business Rebates
      • Rates - Commercial & Industrial
      • Power Quality
      • Services
        • Business Energy Audits
        • Thermal Imaging
        • Questline
        • Business Energy Advisor
        • BizConnections
        • Energy Saving Ideas
  • Safety
    • General
      • Blinking Lights
      • Restoring Power
      • Safety Tips
      • Maintenance Programs
      • Safety Equipment
      • Safety Quiz
      • Frequently Asked Questions
    • Safety Policies and Procedures
      • Grain Bin Clearance
      • Tree Trimming
      • Call Before You Dig!
  • Community
    • Legislation
      • Current Legislative Issues
      • National Legislative Issues
      • Contact Your Legislators
    • Economic Development
      • Economic Development Partners
      • Revolving Loan Fund
    • News
      • Coop News
  • Co-op Programs
    • Programs for Youth
      • Access Energy Cooperative Scholarship Program
      • Summer Work and Internships
      • Youth Tour Contest
      • Kids Zone
    • Tools For Schools
      • Teachers Zone
      • Get Charged!
      • Safety Demonstrations
    • General
      • Photo Contest
      • RECare
      • Co-op Connections
      • Together We Save
      • Lineworker Scholarship Application
    • International Assistance
  • Going Green
    • General
      • A Balanced Fuel Mix Promotes Power Reliability
      • Electric Vehicles
      • Energy Saving Ideas
      • Programs to Help You Save Energy
      • Access to Green Energy Program
      • Environmental Partners
      • Rebates and Low Interest Loans
      • Solar Energy Generation
    • Wind Energy Info
      • Questions to Ask Vendors
      • Small Wind Systems
      • Tariff Requirements
      • Ten Steps to Wind Systems
      • Wind FAQs
  • Outage Center