The Utility Reform
Network
785 Market Street, 14th floor
San Francisco, CA 94103
(415) 929-8876
www.turn.org
Know Your Rights
Training Manual
A Guide to Keeping the Lights On
Funded by the California
Endowment
This manual was updated
August 24, 2016
Table of Contents
TURN DESCRIPTION .................................................................................................................... 3 KNOW YOUR RIGHTS TRAINING MANUAL ................................................................................... 4 UNIVERSAL UTILITY SERVICE AS A BASIC RIGHT ........................................................................... 5 HEALTH IMPACTS OF UTILITIES SHUTOFFS ................................................................................... 6 MEDICAL BASELINE ..................................................................................................................... 7 UTILITY COMPANIES IN CALIFORNIA ............................................................................................ 9 THE ROLE OF THE CALIFORNIA PUBLIC UTILITIES COMMISSION .................................................... 9 WHAT ARE THE 5 MOST COMMON REASONS FOR A HIGH BILL? ................................................ 10 SMART METER SHUTOFFS ......................................................................................................... 12 AVOIDING POWER SHUTOFFS ................................................................................................... 13 WHAT IF THE CUSTOMER HAS ALREADY BEEN SHUT OFF? ......................................................... 14 CONSUMER PROTECTIONS ........................................................................................................ 15 PAYMENT PLANS ....................................................................................................................... 17 IMPORTANT RULES TO KNOW ................................................................................................... 19 CPUC PUBLIC PURPOSE PROGRAMS .......................................................................................... 20 UTILITY PROTECTIONS FOR RENTERS ......................................................................................... 24 COMMUNICATING WITH THE UTILITIES .................................................................................... 26 APPENDICES .............................................................................................................................. 28 FACT SHEETS ............................................................................................................................. 28 This manual and additional attachments can be found online at
www.turn.org/policyvoice/trainings/
2 TURN Description
Mission
The mission of TURN–The Utility Reform Network is to:
1) Represent the interests of residential and small business utility and
telecommunications customers in decision–making processes at the California
Public Utilities Commission (CPUC) and other regulatory agencies.
2) Educate consumers, policymakers, and the general public on policy proposals that
impact public safety, system reliability, monthly bills and customer service.
3) Reach out to underserved communities so that people most impacted by CPUC
decisions have the opportunity to participate in the decision–making process.
Strategy
TURN deploys its team of staff attorneys, community organizers, legislative analysts, and
media experts to fight for—the most green for the least green—the cleanest energy and the
best broadband/phone service at the lowest prices to consumers. We work together to:
1) Expand the power of diverse grassroots communities to control their own destiny.
a. We mobilize low income communities of color throughout California.
2) Build coalitions that strategically align human, financial, and messaging resources.
a. We bring together economic, environmental and consumer justice
movements.
3) Win concrete policy outcomes and institutional change that impact communities.
a. We fight for and win renewable energy and efficiency policies that are
affordable.
4) Define the terms of political debate to leverage future wins.
a. We shape compelling policy messages for broadcast, print and social
media.
PolicyVoice
PolicyVoice is a TURN network of grassroots organizations that has educated and
organized hundreds of low–income residents in Fresno, San Bernardino, Los Angeles, Long
Beach, Lancaster, San Diego and the Bay Area to speak up and provide testimony CPUC
Public Hearings held in their communities about the impact of energy and telecom policy
proposals upon their daily lives.
3 Know Your Rights Training Manual
The goal of this manual is to provide tools to community based organizations and
service providers throughout California to help individuals and families manage their
utility costs and avoid an electric or gas shutoff.
This manual primarily addresses the rights of customers of electric and gas
companies. It is divided into a number of sections and subsections, all listed in the
Table of Contents, to help you find what you need quickly.
The first part of the manual contains information about common problems consumers
have with utility companies that include:
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Utility shutoffs
Payment arrangements
Deposits
High or inaccurate bills
Estimated billings
Back billing
Smart Meters
Understanding how to work with a utility company
Understanding how and when to file a complaint with the California Public
Utilities Commission (CPUC) Problems of Municipal Customers
The appendix, accompanying flash drive and turn website contain additional training
materials:
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Fact sheets
Forms
Sample letters
Policies or rules for advocates
Sample intake form
4 Universal Utility Service as a Basic Right
Energy bills represent the second–highest housing cost, exceeded only by mortgage or
rent, comprising up to 35% of income for very poor households. Since 2009, utility
shutoffs have resulted in the deaths of at least 11 California residents—children and
adults, all of them Latino or Black—due to fires caused by candles, extension cords, or
carbon monoxide poisoning from portable heaters. Shutoffs in California have increased
by over 70 percent in the last 6 years, plateauing at about 716,000 households
experiencing shutoffs each year—this represents more than 2 million people, most of
whom are children.
When people are faced with job loss, low wages and financial debts, they look for ways
to save money. They cut back on their spending, make sure to turn off all the lights in
the rooms not being used, and in many cases, they make difficult tradeoffs such as letting
a few bills slide with the hope of catching up on the payments later or giving up food and
medicine in order to pay their bills.
Unfortunately, when customers fall behind on their utility bills, utility companies will shut
them off. And if they don’t pay their utility bills, the bills will be sent to collection
agencies. To make matters worse, people without power will resort to unsafe practices
like using candles or running extension cords from neighbors’ homes into their homes.
We approach our work from a “green affordability” framework. Climate policy in
California and in the U.S. is at a crossroads. Billions of dollars are at stake between
higher–cost approaches to greening the grid that reward the utilities industry instead of a
lower–cost pathway that reduces carbon emissions and makes other environmental
gains with the least impact on monthly utility bills—a pathway that benefits all
Californians.
For example, climate policies that improve the health of low–income communities of
color are those that reduce emissions, increase energy security and minimize costs.
Climate policies that degrade the health of communities are those that increase energy
costs and utility shutoffs while providing marginal reductions in emissions.
The California Public Utilities Commission (CPUC), which is responsible for rules that
protect people from shutoffs, has failed to take strong action to reduce shutoffs despite
vigorous advocacy from TURN, Greenlining Institute, and other grassroots organizations.
At TURN we believe it is time to take a page from the domestic violence, tobacco control,
and gun violence movements and expand the issue of utility shutoffs from the narrow
confines of utility regulatory policy to the broad field of public health policy through a
campaign that combines academic research, participatory research, coalition building,
media outreach and public messaging.
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Health Impacts of Utilities Shutoffs
Addressing the Health Impacts of Utility Disconnections is a TURN research, documentation
and action campaign designed to urge public health, utility regulatory, and elected officials
to adopt goals and implement policies that dramatically reduce shutoffs by protecting
medically vulnerable households, requiring utility companies to accept affordable payment
plans, and keeping monthly bills from skyrocketing.
In 2014, utility service was terminated for 716,000 California households—representing over
2 million people, mostly children—a 31% increase from the 547,000 households who were
shut off in 2010. Utility shutoffs threaten the health of low-income families, communities of
color, people for whom English is a second language, as well as individuals who are elderly,
physically disabled, or have serious medical conditions. The loss of basic electricity or gas
service causes tremendous hardship and undue stress, including increased risk for
pneumonia, flu, bronchitis, colds, heat stroke, hypothermia, and hyperthermia; sanitation
issues, as a direct result of lack of hot water; over-reliance on emergency services; and
underutilization of preventive programs.
This project uses three strategies to address the health implications of shutoffs in order to
reduce utility shutoffs in the state of California: demographic analysis, including Geographic
Information System (GIS) mapping of shutoffs throughout the state; participatory research,
including narrative work and storytelling; and policy advocacy and ratepayer mobilization in
order to effect policy change. We also seek to reframe utilities shutoffs as a public health
issue in order to broaden our traction in what has been a historically narrow field and obtain
policy reforms that will bring us closer to universal energy security.
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Medical Baseline
The Medical Baseline program helps people who have serious medical conditions and/or
medical equipment that increase the costs of their utilities. Customers who qualify for
Medical Baseline can get more of their gas and electricity at the lower rates. This helps
reduce energy costs for qualified customers, regardless of their household income.
Monthly Bill Discounts
All customers get a standard “Baseline Allowance” each month. The Baseline Allowance is a
set amount of electricity and natural gas for basic needs that is charged at the lowest rate.
Medical Baseline customers get an additional Medical Baseline Allowance of approximately
500 kilowatt-hours of electricity and/or 25 therms of gas at the lowest rate each month. This
can help reduce energy costs.
If the standard Medical Baseline Allowance does not meet the household’s medical needs,
customers may ask for an additional Medical Baseline Allowance.
Who Qualifies for Medical Baseline?
Any full-time resident of the home with a qualified medical condition or requiring qualified
medical equipment is eligible for this program. Medical Baseline is based on a medical
condition and use of medical devices only, not on income. The application must be filled out
and signed by the utility account holder. A doctor’s certification is required as part of the
eligibility process. If a family member has a permanent disability certified by their doctor,
they will need to self-certify their eligibility every two years. If the disability is not permanent,
the family member will have to self-certify each year and will need a doctor’s certification
every two years.
Qualifying Medical Devices
A person who needs the following medical devices is eligible for Medical Baseline. Whirlpool
pumps, heating pads, vaporizers, humidifiers, pool or tank heaters, saunas or hot tubs do not
qualify for the program. However, other equipment that uses electricity may qualify such as:
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Aerosol tents
Apnea monitors
Hemodialysis machines
Kidney dialysis machines
Suction machines
IPPB machines
Electrostatic nebulizers
Ultrasonic nebulizers
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Pressure pumps
Pressure pads
Compressors
Electric nerve stimulators
Motorized wheelchairs
Iron lungs
Respirators
Oxygen concentrators
7
Qualifying Medical Conditions
Customers may also qualify for Medical Baseline if they need permanent space heating or air
conditioning due to conditions such as:
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Paraplegia – paralysis of the lower half of the body including both legs
Quadriplegia – paralysis of both arms and both legs
Hemiplegia – total or partial paralysis of one side of the body
Multiple sclerosis – a disease of the nervous system that causes gradual loss of muscle
control
Scleroderma – an autoimmune, rheumatic, and chronic disease that affects the body by
hardening connective tissue
A compromised immune system
A life threatening illness
Medical Baseline Allowances are also available for any other condition for which additional
heating or cooling is medically necessary to sustain the person’s life, or prevent deterioration of
the person’s medical condition.
Shutoffs and Medical Baseline
When a person is on Medical Baseline, on life support, or has self-certified to their utility that
they have a serious illness or condition that could become life threatening, their utility company
is required to make an in-person visit a few days before a shutoff is scheduled or at the time of
disconnection for non-payment.
SDG&E and SoCalGas will also extend this in-person visit to customers known to be elderly (62
or older) or who have a disability. The customer can make a payment during this visit. Available
payment options vary by utility company.
SoCalGas will additionally send a utility representative to the customer’s home if they notify the
utility (before the disconnection notice expires) that they are unable to deliver payment in time
to avoid the disconnection because of age or disability. The representative can collect payment
from the customer at their home. The utility may also want to verify the medical need.
Vulnerable Households That Do Not Quality For Medical Baseline
For households with one or more individuals who have self-certified that they have a serious
illness or condition that could become life threatening if their electric or gas service is
disconnected for non-payment will also receive an in-person visit from a utility representative
before disconnection. A representative will post a notice within 48 hours before or at the time of
disconnection for non-payment.
Customers who wish to self-certify must call their utility for an application.
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Utility Companies in California
There are two categories of electric and gas companies in California. The first category
usually called “investor-owned utilities” or “IOUs”. These are companies such as Pacific Gas
and Electric Company (PG&E), Southern California Edison Company (SCE), Southern
California Gas Company (SoCalGas), and San Diego Gas and Electric Company (SDG&E).
IOUs can provide electricity, gas and water service and are regulated by the CPUC.
The second category includes municipal utilities, or more broadly, “publicaly-owned
utilities” or “POUs”, which are subject to local public control and regulation such as Los
Angeles Department of Water and Power (LADWP) and Sacramento Municipal Utility District
(SMUD). Other publicaly owned utilities include Modesto irrigation district, etc. The CPUC
has no jurisdiction over these utilities. They are governed by a local Board of Directors or
other elected officials. Because of this, it is difficult to directly help customers of municipal
utilities with their complaints. Customers of municipal utilities should contact their municipal
utility office, local city council member and or their Mayor’s office to lodge their complaints.
Propane (bottled) gas and oil companies are not considered utility companies and are not
regulated by the CPUC.
The Role of the California Public Utilities Commission
The California Public Utilities Commission (CPUC) is a state agency created by
Constitutional amendment to regulate privately owned public utilities in the state of
California, including telecommunications, electric, natural gas, water, railroad, rail transit,
passenger transportation, and in-state moving companies. The CPUC is responsible for
assuring that California utility customers have safe, reliable utility service at reasonable
rates, protecting utility customers from fraud and promoting the health of California’s
economy.
The Commission is comprised of a five-member board including the President of the
Commission. Its members are appointed by the Governor and serve six-year staggered
terms. Commissioners make all policy decisions, usually meeting twice a month to vote on
issues noted on a public agenda.
The CPUC headquarters are in San Francisco with field offices in Los Angeles and
Sacramento, but the CPUC holds public hearings, meetings and workshops throughout the
state.
Because the CPUC regulates utility services in California, consumer advocates will often need
to turn to the CPUC to resolve complaints or to effect positive policy changes.
9
What are the 5 Most Common Reasons for a High Bill?
The top five reasons for a high bill are:
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Late or missed payments
Back billing
Estimated bills
Another tenant’s bill
Deposits
1. Late or Missed Payments
Many utility customers think that it is acceptable to pay their bills after the due date listed on
the bill or to make partial payments from month to month in an attempt to catch up. It is not
unusual to hear a customer consider the partial payments as his or her payment plan. Some
utility companies have in fact allowed customers to carry large balances on their bills for
months at a time.
This is no longer the case. Utility companies have stepped up their billing and payment
process and payment is due on the date identified on the bill. Any bill paid after the due
date is considered late and can trigger a shut-off notice if the bill is not paid in full.
2. Back Billing
Back billing is the practice of retroactively billing for undercharged amounts due to meter
and billing errors by a utility company. Billing error can include incorrect meter reads,
clerical errors, incorrect billing calculations and wrong daily billing factor, sending an
estimated bill when the reason for estimation is within the utility’s control, and failure to
send a bill at all, among other errors. If a residential customer is undercharged due to a
billing or meter error, the utility company may bill the customer for the amount of the
undercharge for a period of three months. (The rules are different for non-residential
service.)
A customer may be undercharged for weeks, months, or even years without their
knowledge. Often back billing is discovered when the customer receives a retroactive bill for
a much larger than usual amount of money and is told to pay within a certain amount of time
or their service will be shut off.
Unfortunately, utilities may not always tell the consumer that they are being back billed. The
customer might just see an unexplained increase on their statement and not understand
why. Some customers are told that they did not pay bills for previous months even though
they are sure they did. Other customers are told that the utility fell behind in their billing or
the utility company made a mistake.
Fortunately, in most instances a back billing complaint can be settled in favor of the
customer. How much a customer will have to pay depends on whether the mistake is a
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"billing error,” "meter error" or “unauthorized use.” The distinction is an important one.
If the utility is not willing to negotiate, the customer should file an informal complaint at the
CPUC. If a customer is overbilled because of billing error, the customer will be due a refund
for up to three years of overcharges.
Meter error relates to non-registering or incorrectly registering meters, which can result in a
slow meter and, thus, undercharges to the residential customer. A “fast” meter is also a
meter error, and in those cases the customer will be due a refund for up to three years of
overcharges.
Unauthorized use could be due to an unauthorized connection, for example, an
unauthorized reconnection of a meter after it has been turned off by the utility. Using an
unauthorized electric meter, letting friends or neighbors use your electrical outlets, or
damaging or altering the meter so that it does not read correctly can also be classified as
unauthorized connections. If a customer is underbilled because of unauthorized use, the
utility may bill the customer for the full period of unauthorized use. The utility may also seek
to recover charges for unauthorized use from any person who benefitted from that use,
whether or not they were the customer of record at the premise during the time period at
issue.
3. Estimated Bills
If the utility cannot read a meter because the meter is not accessible or because the
consumer refuses to allow a utility technician to read the meter, the utility will estimate the
bill based on the consumer’s past usage and/or the usage of similar customers in that
area. The utility may estimate the bill if the customer refuses to allow the utility to install
a smart meter. The utility may also estimate the bill if the utility does not receive metered
usage data from the customer’s home for whatever reason or receives data that appears to
be incorrect.
Always check to see if the bill has been estimated. You can dispute a billing estimate by
looking at the usage comparison on the bills. You might be able to prove that there has been
a billing error, especially if the bill is unusually high.
4. Deposits
Utility companies may require deposits when a new customer is setting up service, or when
an existing customer has been disconnected for non-payment and is seeking to reconnect
service. Utilities may also require a deposit from an existing customer with a history of late
payments, unless the customer participates in a low-income rate assistance program
(CARE/FERA customers cannot be charged a late pay deposit).
Deposits can add several hundred dollars to a bill. Customers are generally asked to pay two
times the average monthly bill as estimated by the utility as a deposit on the account. For
example, if a person’s average monthly bill is $100, the deposit will be at least $200. For a
person or family whose average bill is $200, the deposit will be at least $400. Low-income
customers may be able to spread deposit payments over several months and should ask the
11
utility for a deposit payment plan if needed.
The utilities can require any residential customers to pay a deposit after being
disconnected. Utilities can also require customers who are not on CARE or FERA to pay a
deposit for late payment of bills. In either case, the deposit is calculated at twice the
average monthly bill. For CARE or FERA customers:
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For deposits equal to or less than $150, customers should be offered up to
three months to pay, and
For deposits greater than $150, customers should be offered up to six months
to pay.
5. Paying Another Tenant’s Bill
It is not unusual to hear from customers that they are being threatened with a utility shutoff
because a landlord or bank that owns the property is not paying the utility bills. As lenders
have foreclosed on more properties in California, utilities are demanding payment from
those within their reach. Landlords who cannot collect from previous tenants are doing the
same.
Customers who did not live at the address at any time and did not benefit from the electric or
gas service billed are not responsible for the bill!
Smart Meter Shutoffs
While this problem is not one of the top five reasons for a shutoff, it is nonetheless an
important issue to address.
Customers who choose to keep their analogue meter because they do not want a smart
meter have to pay the opt out fees. Not paying this fee will result in having an outstanding
balance on a bill and the utility company can shut off a customer who does not pay this fee,
which is part of the bill. For PG&E, SCE, SoCalGas and SDG&E, non-CARE customers must
pay a one-time fee of $75 and $10 a month for three years. CARE customers pay a one-time
fee of $10 and $5 a month.
SCE customers pay fees to both SCE and SoCalGas because they are two separate
companies. They pay a $75 one-time fee to SCE AND SoCalGas and the monthly fee of $10
to each company as well.
People with analogue meters get estimated every other month which can result in a high bill
if the customer’s usage was higher the previous year during the same billing period. For
example, the utility company will look at the current bill and compare it to the last year’s bill
for the same billing period. The bill should be corrected by the utility during the month that
the meter is read by a technician.
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Avoiding Power Shutoffs
The California Public Utilities Commission (CPUC) has consumer protections in place to help
prevent shutoffs. However, a utility company like PG&E, SCE, SoCalGas and SDG&E can shut
off service or send a shut off notice if a customer:
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Does not pay their bill
Does not follow through on payment arrangements
Makes a payment with a check that has insufficient funds
Does not pay a deposit required by the utility
If the customer has not paid the bill and has received a shut-off notice, review the bill with the
customer and ask the customer:
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Have you paid late, missed payments, or not paid your bill in full?
Do you think you have been overcharged?
Might your bill include usage from an earlier period of time, before the most recent
billing period?
Is your utility asking you to pay someone else’s bill?
Has your bill been estimated (was the meter read)?
Is the balance due to an unpaid opt-out smart meter charge?
Try to set up a payment plan: PG&E, SDG&E, SoCalGas and SoCal Edison can offer customers
in danger of a shutoff a payment plan that will allow them to continue receiving service while
paying off their outstanding balance.
TIP: If there is a change in circumstances (job loss, illness, etc.), tell the customer to call their
utility immediately to see if they can revise their payment plan or ask for an extension on their
payment that month. If the utility will not work with them, advise them to file a CPUC
complaint.
Tell the customer that they should not agree to a payment plan they cannot afford! If the
customer agrees to an installment plan and does not make the payments negotiated, the
entire amount owed will immediately become due and service may be terminated after 48
hour notice, either by phone or in writing. If the customer agreed to a payment plan and
cannot afford the payment initially offered by their utility, counsel the customer to contact
the utility, and ask for more lenient terms so that the customer can successfully pay off
their outstanding balance. Do not be afraid to ask for a 6- or 12-month plan! Some utility
companies might be willing to extend the arrangement beyond 12 months.
Be sure to tell the customer to alert the utility if someone in their household would face
serious health or safety risks if the service was disconnected. The utility may offer more
flexible payment arrangements.
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Make sure the customer is receiving any rate discounts or other assistance they are eligible
for, such as low-income CARE or FERA rates, medical baseline rates and other programs.
The utility company CAN propose a payment schedule that takes into account a
customer’s individual financial situation and payment history.
If the customer has any difficulty reaching an agreement with the utility, contact the CPUC
at 1.800.649.7570 (or file a complaint through the TURN website at www.turn.org). Once a
complaint has been filed with the CPUC, the CPUC will notify the utility, and the utility will
have 10 days to respond. If the customer has already received a shut off notice call the
CPUC in order to get a quicker response from the utility.
Filing a complaint with the CPUC does not relieve the customer of the responsibility to pay
for current charges in subsequent bills.
What if the Person is on Medical Baseline?
If the customer is on Medical Baseline, Life Support, or has self-certified to their utility that a
household member has a serious illness or condition that could become life threatening if
service is disconnected, the utility (PG&E, SCE, SoCalGas, or SDG&E) will make an in-person
visit a few days before a shutoff is scheduled, or at the time of disconnection for nonpayment. SDG&E and SoCalGas will also extend this in-person visit to customers known to be
elderly (62 or older) or to have a disability. The customer can make a payment during this
visit. Utility practices vary regarding the available payment options.
SoCalGas will additionally send a utility representative to the home of a customer who
notifies the utility (before the disconnection notice expires) that she or he is unable to deliver
payment in time to avoid the disconnection because of illness related to age or disability, so
that the representative can collect payment at the customer’s home. The utility may also
verify the customer’s need.
If the customer is still unable to pay the bill and all else fails the utility can disconnect a person
who is on Medical Baseline, so it is important to obtain as much information as possible from
the customer.
What if the customer has already been shut off?
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Call the utility company and try to make a payment arrangement.
The customer may be asked to pay one half of the past due bill. Try to negotiate a
payment that is affordable. If the customer has a good payment history with the
utility, use that as leverage.
Make sure that the customer understands that they need to pay their regular
monthly utility bill in addition to the payment arrangement amount.
Ask the utility to waive the deposit or allow the customer to pay it over several
months (CARE and FERA customers have specific rights regarding deposits).
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Consumer Protections
The utility company may not shut off a customer’s service:
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Without notifying the customer prior to disconnecting service for nonpayment. PG&E, Edison, SoCalGas and SDG&E must send a 15-day
notice of termination (which may be combined with the customer’s
regular bill) followed by a 48-hour notice, and the utility must attempt
to contact the customer by phone or in person at least 24 hours before
disconnection.
Without providing an explanation for the proposed shutoff and the
options available to the customer to prevent termination, such as
payment arrangements and the phone number for the California Public
Utilities Commission (CPUC).
On Saturdays, Sundays, legal holidays, or other days when the utility’s
public offices are closed.
Third Party Notification
Third Party Notification can allow friends and family members support one another in
the case of missed utility bill payments because of illness, hardship or other issues.
With Third Party Notification, a designated third party will be notified when the related
person receives a late notice for an unpaid bill. This service can be especially important
for elderly customers or customers with impaired capacity who might not respond to
notices, even if they have the funds to pay the bill.
The designated third party is not responsible for paying the bill, but this allows friends
and relatives to help and support one another. Contact the utility company for more
information on how to sign up for this service.
Avoiding a Shutoff During a Billing Dispute
Failure to follow the proper procedures while disputing a bill can result in a shutoff. If a
utility customer says that their bill is incorrect, tell the customer to review the bill with a
customer services representative. Request to speak with a manager or supervisor. If that
fails, have the customer file a complaint with the CPUC immediately. However, it is best to
call the CPUC’s 800 number instead of filing a written complaint. If the customer files a
complaint within 5 days of receiving the disputed bill, the power cannot be shut off until the
CPUC has issued a decision and the case has been closed. Even if more than 5 days have
passed, however, appealing to the utility and/or the CPUC in an attempt to work
something out may buy the customer some time and is always worth a try.
Advise the customer not to wait for a shut-off notice to contact the CPUC if they want to
dispute their bill. The customer should protect themselves by notifying the utility as
soon as possible of their intent to dispute their bill and the reasons for doing so. You
should also make sure that any bills the customer receives after the disputed ones are paid
in full (minus the disputed amount) and on time.
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How to Help Someone with a Shutoff
If a consumer comes to your agency because they have received a shut-off notice, the first
step is to review the customer’s bill. If the past due amount seems excessive, you should
ask to see copies of bills from the previous three to six months. Be prepared to work under
pressure since many consumers often wait until just before the scheduled shutoff to seek
outside help. Many customers have already tried working with the utility and you may be
their last resort.
This manual includes a sample intake form. Use it to record the following information:
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The account holder’s name.
The amount owed.
The time period for the amount owed.
The date and amount of the last payment on the bill.
Ask the customer if their utility offered them a payment arrangement.
Ask the customer if they had any payment arrangements at any other time with
the utility.
If the person had a payment arrangement, were they able to make the
payments?
If the customer notified the utility that they could not make a payment
and when the customer notified the utility.
If the utility responded and, if so, how did the utility company respond?
If the customer is on CARE, FERA, medical baseline or any other programs
(Note: If the customer is eligible for any discount but hasn’t been receiving it,
ask the utility to make the benefits retroactive.
Did the customer refuse to allow the technician to read the meter? (if the
customer is disputing an estimated bill.)
Is the meter in a location that was not accessible to the meter reader?
Have any of the customer’s bills over the previous year been estimated?
TIP: Advise eligible customers to enroll in CARE, FERA and/or Medical Baseline and ask the utility if they
can make the customer’s discount retroactive.
What if it is a Previous Tenant’s Utility Bill?
A utility cannot bill a new tenant for the previous tenant’s usage at that same address if the
new tenant never lived at that address with the previous tenant. The new tenant should
show the utility proof of a previous address and/or the rental contract from the landlord.
The best proof includes drivers license or ID, tax return, credit card bills, etc.
Generally, if a person shares or shared a home with another adult, each of them may be held
liable for the bill regardless of whose name the bill is under. If the service is disconnected for
non-payment, the utility may refuse to put service in another resident's name until the bill is
paid. Also, prior unpaid bills from another address may show up when a person seeks to
establish service at a new address.
16
What if the Landlord Did Not Pay the Utility Bill?
If the person living at the residence is a renter and the landlord is the utility customer (not
the tenant) but has fallen behind on utility bill payments, the utility must make the effort to
inform the tenant before the service is terminated. In addition, the tenant has the right to
become a customer without being required to pay any amount due on the past due
account. These rules protect tenants of single-family homes and multifamily housing. A
copy of Public Utilities Code Section 777, which addresses these protections for tenants, is
included in this manual.
Payment Plans
PG&E, SDG&E, SoCalGas and Southern California Edison can offer customers an affordable
payment plan that will allow them to continue receiving service. In some cases, the utilities
have granted 12- to 24-month payment plans to consumers with large bills. Don’t be afraid
to ask even if the utility offers a shorter time period. It may also be possible to enter into a
payment plan if the service has already been shut off. However, the likelihood of a utility
agreeing to such a payment plan will be higher if it is a recent shut off.
Payments Should Be Affordable
Payment agreements should be reasonable, taking into account what a customer can
actually pay and the customer’s payment history.
Inform the customer that the payment plan does not include the monthly service. The
customer must make the agreed upon payment plus the monthly utility charge.
Remember: If you have to set up a payment plan, do not set up a plan that the customer
cannot afford to pay!
Setting Up A Payment Plan
Payment plans can be negotiated. Don’t let the utility company force the customer to pay
past due bills in an unreasonable timeframe. Otherwise, the customer will continue to get
behind and have to face another shut-off threat.
Advise the customer to communicate with the utility company. This could mean that:
•
•
•
The customer calls the utility company.
You call the utility company on the customer’s behalf.
You set up a three-way call with the utility company and the consumer.
Inform the company that you have permission from the customer to represent them on this
matter. Keep in mind that the company may refuse to talk to you without the customer on
the line.
Try to negotiate with the utility by requesting to speak with a manager or supervisor. If you
work with consumers with utility problems on a regular basis, ask for the name of a person
17
in the company’s executive office. These employees can make immediate decisions.
If the Customer Requests An Extension On A Payment Plan
If the customer cannot make a payment when the payment is due, the customer should
immediately contact the utility company and ask for an extension. If the customer misses that
payment date, the utility can disconnect with no further notice if the customer misses the
deadline and had previously received the 48-hour notice.
What Should A Customer NOT Pay?
Some utility customers may not be responsible for a large bill they received from their utility
company. Check to see if any of these situations apply to the person you are helping:
•
•
•
They have been back billed due to a company error for a period longer than three
months
They have been coerced into paying someone else’s bill, and they were not staying at
the residence at the time of the energy consumption at issue in the bill
They have been asked for a deposit due to a late payment and they are on CARE or
FERA
If any of these circumstances are present, have the customer contact the utility right away to
dispute the bill or negotiate a more affordable payment plan.
Understanding Usage Comparison
The usage comparison is usually a table on the bill that compares this year’s energy usage
with last year’s energy usage from the same billing period. The table shows the number of
days of service in the billing period, total energy usage (kWh or therms), and average
energy usage per day. This is useful if you are trying to determine what a customer’s
average use is. Usually, people use close to the same amount of energy or gas per year
unless there are changes in a customer’s household (i.e. more people living in the home,
less people living in the home, new appliances, etc).
18
Important Rules to Know
Understanding the rules of tariffs can be very useful in helping a customer with a shutoff.
Rules or tariffs for PG&E, SCE, SoCal Gas, and SDG&E can be found on the company web
sites. The list below are the most common rules you will need to refer to when assisting a
person with a shut off.
•
•
•
•
•
•
•
Application for Service
Establishment and Reestablishment of Credit
Deposits
Rendering and Payment of Bills
Disputed Bills
Restoration of Service
Adjustment of Bills for Billing Error
Go to the following websites and click on Electric or Gas tariffs at:
•
•
•
•
Pacific Gas and Electric: http://www.pge.com/tariffs/ Southern California Edison: http://on.sce.com/2bSW3JT
Southern California Gas:https://www.socalgas.com/regulatory/tariffs/tariffsrules.shtml
San Diego Gas and Electric: http://www.sdge.com/rates-regulations/current-andeffective-tariffs/electric-tariff-book-rules
Don’t Wait for a Shut-off Notice Before Contacting the CPUC to Dispute a
Bill
Protect the customer by notifying the utility and the CPUC as soon as possible. If the
customer wants to dispute the bill, they should file a complaint with the CPUC’s Consumer
Affairs branch. They may also need to deposit the amount in dispute with the CPUC in order to
keep service on. In addition, any bills received after the complaint is filed (minus the disputed
amount) must be paid on time.
19
CPUC Public Purpose Programs
The CPUC is responsible for administering Public Purpose Programs for consumers who
meet certain income limits. Eligible customers may receive discounts on their local phone
service, natural gas, electric and some water service. Because income limits may change every
year, it’s possible that if a consumer did not qualify the previous year, they may qualify the
next year. Below is a description of the programs available to low-income customers and
Medical Baseline which is available to any qualifying customer regardless of income.
California Alternate Rates for Energy (CARE)
CARE provides a 20% discount on customers’ natural gas bill and a 30-35 percent discount on
their electric bill.
Eligible customers are those whose total household income is at or below the income limits
indicated below:
20
The Family Electric Rate Assistance Program (FERA)
Customers participating in the FERA program receive a 12% discount on their electric
charges. Families whose household income slightly exceeds eligibility for CARE allowances
may qualify to receive FERA discounts.
21
Energy Savings Assistance Program (ESAP)
The Energy Savings Assistance Program (ESAP) provides no-cost weatherization services to
low-income households who meet the CARE income guidelines. Services provided include
attic insulation, energy efficient refrigerators, energy efficient furnaces, weather stripping,
caulking, low-flow showerheads, water heater blankets, door and building envelope repairs
which reduce air infiltration, among others. This also varies by utility, geographic area and
climate zones.
ESAP Income Guidelines
Household Size
Income Eligibility
Upper Limit
1-2
$32,040
3
$40,320
4
$48,600
5
$56,880
6
$65,160
7
$73,460
8
$81,780
Each Additional Person
$8,320
* Effective June 1, 2016 to May 31, 2017
Medical Baseline
Medical Baseline provides extra allowances of natural gas and electricity billed at the lowest
rate for customers who rely on life support equipment, or those who have life threatening
illnesses or compromised immune systems. "Life support equipment" means equipment that
uses mechanical or artificial means to sustain, restore, or supplant a vital function, or
mechanical equipment that is relied upon for mobility both within and outside of buildings.
This includes: all types of respirators, iron lungs, hemodialysis machines, suction machines,
electric nerve stimulators, pressure pads and pumps, aerosol tents, electrostatic and
ultrasonic nebulizers, compressors, IPBB machines and motorized wheelchairs. Medical
Baseline allowance is available to: paraplegics and quadriplegics, multiple sclerosis patients,
scleroderma patients, and people being treated for a life threatening illness or who have a
compromised immune system.
Medical Baseline is not a means tested program and is available to everyone with a qualifying
medical condition.
22
Federal Low-Income Programs
These programs are administered by the Department of Community Services and
Development (CSD). They offer several kinds of services to help low-income households meet
their home energy needs.
Low Income Home Energy Assistance Program (LIHEAP)
LIHEAP provides financial assistance to eligible households to offset the costs of heating
and/or cooling dwellings.
For more information, call 1-866-675-6623. Administered by the California Department of
Community Services and Development (CSD) Find contact information for your local LowIncome Energy Office at: http://www.acf.hhs.gov/programs/ocs/resource/help-withpaying-for-heating-or-cooling
To find an office in your community go to the LIHEAP website:
www.csd.ca.gov/Services/FindServicesinYourArea.aspx
For Income guidelines go here: www.benefits.gov/benefits/benefit-details/1540
The Home Energy Assistance Program (HEAP)
HEAP provides financial assistance to eligible households to offset the costs of heating and/or
cooling dwellings. For more information, call 1-866-675-6623.
The Weatherization Assistance Program provides free weatherization services to improve the
energy efficiency of homes, including attic insulation, weather stripping, minor housing
repairs, and related energy conservation measure. For more information call: 1-866-675-6623
23
Utility Protections for Renters
SB 120 is a law that revised Public Utilities code 777 to give residential renters the ability to
become customers of a corporation if a landlord does not pay the utility bill and/or the
property has been foreclosed. It specifies that if one or more of the residential occupants
are willing and able to assume responsibility for the subsequent charges to the account to
the satisfaction of the corporation, the electrical, gas, heat, or water corporation is required
to make service available to the residential occupants. So the renter can apply for new
service and should not be required to pay the landlord’s outstanding balance.
This law also requires any notices under this statute to be provided in English, Spanish,
Chinese, Tagalog, Vietnamese and Korean.
California Public Utilities Code Section 777
(a) This section applies if there is a landlord-tenant relationship between the
residential occupants and the owner, manager, or operator of the dwelling.
(b) If an electrical, gas, heat, or water corporation furnishes individually metered
residential service to residential occupants of a detached single-family dwelling, a
multiunit residential structure, mobile home park, or permanent residential
structure in a labor camp, as defined in Section 17008 of the Health and Safety
Code, and the owner, manager, or operator of the dwelling, structure, or park is the
customer of record, the corporation shall make every good faith effort to inform the
residential occupants, by means of written notice, when the account is in arrears,
that service will be terminated at least 10 days prior to termination. The written
notice shall further inform the residential occupants that they have the right to
become customers, to whom the service will then be billed, without being required
to pay any amount, which may be due on the delinquent account. The notice shall
be in English and in the languages listed in Section 1632 of the Civil Code.
(c) The corporation is not required to make service available to the residential
occupants unless each residential occupant agrees to the terms and conditions of
service and meets the requirements of law and the corporation's rules and tariffs.
However, if one or more of the residential occupants are willing and able to assume
responsibility for the subsequent charges to the account to the satisfaction of the
corporation, or if there is a physical means, legally available to the corporation, of
selectively terminating service to those residential occupants who have not met the
requirements of the corporation's rules and tariffs, the corporation shall make
service available to those residential occupants who have met those requirements.
(d) If prior service for a period of time is a condition for establishing credit with the
corporation, residence and proof of prompt payment of rent or other credit
obligation acceptable to the corporation for that period of time is a satisfactory
equivalent.
24
(e) Any residential occupant who becomes a customer of the corporation pursuant
to this section whose periodic payments, such as rental payments, include charges
for residential electrical, gas, heat, or water service, where those charges are not
separately stated, may deduct from the periodic payment each payment period all
reasonable charges paid to the corporation for those services during the preceding
payment period.
(f) In the case of a detached single-family dwelling, the corporation may do any of
the following: (1) Give notice of termination at least seven days prior to the
proposed termination, notwithstanding the notice period specified in subdivision
(a). (2) In order for the amount due on the delinquent account to be waived,
require an occupant who becomes a customer to verify that the delinquent
account customer of record is or was the landlord, manager, or agent of the
dwelling. Verification may include, but is not limited to, a lease or rental
agreement, rent receipts, a government document indicating that the occupant is
renting the property, or information disclosed pursuant to Section 1962 of the
Civil Code.
(g) This section shall become operative on July 1, 2010.
25
Communicating with the Utilities
Sample Scripts
Below is a sample script you can use for communicating with the utilities by phone or email.
Sample Script: Shutoff and request for a new payment plan
Name of customer who is the Account Holder
Address
Phone Number
We have a PG&E customer who lives in Butte County, Mr. Bill Smith. Mr. Smith had a
heart attack in January and has been unable to work since then. He is getting ready to go
back to work and has been unable to make payments on his PG&E bill. In late April, early
May, he tried to make payment arrangements but was forced to set up a payment plan
that he could not afford. When he could not make his first payment, he was shut off.
He now owes $1,100. He has gone to REACH, Catholic Charities and LIHEAP and was told
there were no funds. He also has a six year-old who has recently undergone open-heart
surgery and needs access to electricity for his oxygen tank. The family was on CARE and
applied for Medical Baseline over a month ago. (They have still not heard back.)
Is there any way possible that his electricity can be restored and the family be put on a 12month payment plan? The monthly bill ranges from $150 to $170. Mr. Smith can afford to
pay $75 plus his monthly bill.
Sample Script: Shutoff due to a back billing error
Name of customer who is the Account Holder
Address
Phone Number
I have been working with a consumer who is being back billed in the amount of
$1,933.50. She has been trying to work with PG&E to resolve this issue for the past month
and so far has not been able to reach a resolution. In fact, she has received a shut off notice
for today.
The Smith family had a Smart Meter installed sometime in March. The monthly bills started to
fluctuate from low to high. They had monthly bills of about $12, then $32, and a high in June
of $161.64. All were paid on time. When they received the first big bill they spoke to a PG&E
Customer Service representative and were told that the problem was not an error in billing but
that PG&E was “just getting around to billing them for electricity.” Ms. Smith is disputing this
bill because she is clearly being back billed due to a PG&E billing error (undercharge). After
reviewing the bill and speaking to Ms. Smith, it does indeed look like she was undercharged
26
due to a billing error after the new meter was installed.
It would appear that PG&E is in non-compliance with Electric Rule No 17.1: Adjustment of
Bills for Billing Error, Billing Errors Resulting in Undercharges to the Customer,
Residential Service. This rule states that "If a residential service is found to have been
undercharged due to a billing error, PG&E may bill the Customer for the amount of the
undercharge for a period of three months.” Ms. Smith has no problem paying the
electricity charges for the last three months.
Can someone please call Ms. Smith and stop the shutoff scheduled for today?
27
APPENDICES
FACT SHEETS
28
Have the Energy You Need to
Protect Your Health?
Medical Baseline Facts
What is Medical Baseline?
•
The Medical Baseline program helps people who
have serious medical conditions and/or medical
equipment that makes it hard to afford your monthly
bill. Customers who qualify for Medical Baseline can
get more of their gas and electricity at lower rates..
•
How it works
All customers get a standard “Baseline Allowance”
each month. The Baseline Allowance is a set amount
of electricity and natural gas for basic needs that is
charged at the lowest rate. Medical Baseline
customers get an additional Medical Baseline
Allowance of approximately 500 kilowatt-hours of
electricity and/or 25 therms of gas at the lowest rate
each month. This can help you reduce energy costs.
If the standard Medical Baseline Allowance does not
meet your household medical needs, you may ask for
an additional Medical Baseline Allowance.
Who qualifies for Medical Baseline?
Anyone who lives in your home full-time can qualify
for this program. Medical Baseline is based on
medical condition and/or use of medical devices
only, not on income. Your application must be filled
out and signed by the account holder and a doctor
must fill out and sign the Medical Baseline
application.
Qualifying medical conditions
Customers who require permanent space heating or
air conditioning due to conditions such as:
•
•
Paraplegia - paralysis of the lower half of the
body including both legs
Quadriplegia – paralysis of both arms and
both legs
•
•
•
Hemiplegia – total or partial paralysis of one
side of the body
Multiple sclerosis – a disease of the
nervous system that causes gradual loss of
muscle control
Scleroderma – an autoimmune, rheumatic,
and chronic disease that affects the body by
hardening connective tissue
A compromised immune system
A life threatening illness
Qualifying medical devices
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Aerosol tents
Apnea monitors
Hemodialysis machines
Kidney dialysis machines
Suction machines
IPPB machines
Electrostatic nebulizers
Ultrasonic nebulizers
Pressure pumps
Pressure pads
Compressors
Electric nerve stimulators
Motorized wheelchairs
Iron lungs
Respirators
Oxygen concentrators
Other equipment that uses electricity may
qualify
Medical devices that do NOT qualify
• Whirlpool pumps
• heating pads
• vaporizers
• humidifiers
• pool or tank heaters
• saunas or hot tubs
How to Apply
Get more information and an application by
contacting your utility company:
PG&E
1-­‐800-­‐743-­‐5000 http://bit.ly/2b2bMXB
SCE
1-­‐800-­‐655-­‐4555 http://on.sce.com/2b0vKos
SoCalGas
1-­‐800-­‐427-­‐2200 http://bit.ly/2b0vqpw
SDG&E
1-­‐800-­‐411-­‐7343 http://bit.ly/2bjHj4F
Frequently Asked Questions
What if my medical condition is not on
the list?
If you have a serious medical condition and/or use a
medical device that increases your energy costs, but
is not listed above, you might still qualify for Medical
Baseline. Call your utility for more information.
Applications can be evaluated on a case-by-case
basis.
Do I have to renew my application at any
time?
If you have a permanent disability certified by your
doctor, you will need to self-certify your eligibility
every two years.
If you do not have a permanent disability, you will
have to self-certify each year and will need a doctor’s
certification every two years.
Can a person on medical baseline be shut
off?
Yes, under certain circumstances. However, if you
are on Medical Baseline, life support, or self-certify to
your utility that you have a serious illness or
condition that could become life threatening, your
utility (PG&E, SCE, SoCalGas, or SDG&E) is required
to make an in-person visit a few days before a shutoff
is scheduled or at the time of disconnection for nonpayment.
8-­‐24-­‐16 SDG&E and SoCalGas will also extend this in-person
visit to customers known to be elderly (62 or older)
or who have a disability. You can make a payment
during this visit. Available payment options vary by
utility company.
SoCalGas will additionally send a utility
representative to your home if you notify the utility
(before the disconnection notice expires) that you
are unable to deliver payment in time to avoid the
disconnection because of age or disability, so that
the representative can collect payment from you at
your home. The utility may also want to verify your
medical need.
Where Can I Get Financial Assistance?
Call the Low-Income Home Energy Assistance
Program (LIHEAP) at 1-866-675-6623 and apply for
financial assistance. You can also call your utility and
ask them for information about other programs they
might offer.
Exercise Your Rights
If you are denied service or assistance, you have the
right to file a complaint with the California Public
Utilities Commission at:
https://appsssl.cpuc.ca.gov/cpucapplication/ or
call 1-800-355-8876 for more information.
However if you have an emergency call the CPUC
hotline at: 1-800-8876.
However, it is important that you first contact the
company to try to resolve any complaints.
If you believe people should not be shutoff you
can join our End Shutoffs Campaign by
contacting TURN – The Utility Reform Network.
Contact Gabriela Sandoval at (415) 929-8876
ext. 367 or [email protected]
Visit our website at www.turn.org for more
information.
Avoid Electric or Gas Shut Offs!
Keeping Your Lights and Heat On
Did You Get a Shut Off Notice?
Reasons to Challenge a High Bill
If so, you have certain rights that may help you prevent
the shut off. The California Public Utilities Commission
(CPUC) has consumer protections to help prevent
disconnections.
If you think your bill is wrong consider the following:
Your utility company can shut off your service or send
you a shut off notice:
→ If you do not pay your bill
→ If you do not follow through on payment
arrangements
→ If you make a payment with a bad check
→ If you do not pay a deposit required by the utility
Utilities Must Send a Shut Off Notice
Before your service is shut off, your Utility company
must notify you.
→ Prior to disconnecting service for nonpayment,
PG&E, Edison, SoCal Gas and SDG&E must send
a 15-day notice of termination (which may be
combined with your regular bill) followed by a
48-hour notice, and must attempt to contact the
customer by phone or in person.
→ You should also receive an explanation for the
proposed shut off and the options you have to
prevent termination, such as payment
arrangements , and the phone number for the
California Public Utilities Commission (CPUC).
→ Your power cannot be shut off for nonpayment on
Saturdays, Sundays, legal holidays other days when
the utility’s public offices are closed.
→ Have you paid late or missed payments?
→ Do you think you have been overcharged?
→ Might your bill include usage from an earlier period
of time, before the most recent billing period?
→ Is your utility asking you to pay someone else’s bill?
→ Has your bill been estimated instead of being
calculated based on an actual meter read?
Steps to Prevent a Shut Off
If you have a high bill and have gotten a shut off notice:
→ Set up a payment plan: Don’t put off calling your
utility company! PG&E, SDG&E, SoCal Gas and
SoCal Edison can offer customers in danger of a
shut off a payment plan that will allow you to
continue receiving service while paying off your
outstanding balance.
TIP: If there is a change in circumstances ( job loss,
illness, etc.), call your utility immediately to see if
you can revise your payment plan.
→ Don’t agree to a payment plan you can’t afford!
If you cannot afford the payment arrangement
initially offered by your utility, explain that and ask
for more lenient terms so that you can successfully
pay off your outstanding balance. When you agree
to a payment plan and do not stick to it, the entire
amount you owe immediately becomes due.
→ Be sure to alert your utility if you or someone in your
household would face serious health or safety risks
if your service were disconnected. The utility may
offer more flexible payment arrangements.
→ File a CPUC complaint if the utility won’t work with you.
Where Can I Get Financial Assistance? Call
the Low-Income Home Energy Assistance Program
(LI-HEAP) at 1-866-675-6623 and apply for
financial assistance. You can also call your utility and
ask them for information about other programs they
might offer.
PG&E
1-800-743-5000
SCE
1-800-655-4555
What If You Have Already Been Shut Off ?
SDG&E
1-800-411-7343
→ Call the utility company and try to make a payment
arrangement.
SoCalGas
1-800-427-2200
Medical Baseline or Special Medical Needs
If you are on Medical Baseline, Life Support, or self-certify
to your utility that you have a serious illness or condition
that could become life threatening if your service is
disconnected, your utility (PG&E, SCE, SoCalGas,
or SDG&E) will make an in-person visit within a few
days of when a shut off is scheduled or at the time of
disconnection for non payment.
SDG&E and SoCalGas will also extend this in-person visit
to customers known to be elderly (62 or older) or with a
disability. You can make a payment during this visit. Utility
practices vary regarding the available payment options.
SoCalGas will additionally send a utility representative
to the home of a customer who notifies the utility (before
the disconnection notice expires) that she or he is unable
to deliver payment in time to avoid the disconnection
because of age or disability, so that the representative can
collect payment at the customer’s home. The utility may
also verify the customer’s need.
→ Ask them to waive the deposit or allow you to pay it
over several months (CARE and FERA customers have
specific rights regarding deposits, explained below).
→ Sign up for CARE, FERA or Medical Baseline.
New Deposit Rules
The utilities can require any residential customers to pay a
deposit after being disconnected. Utilities can also require
customers who are not on CARE or FERA to pay a deposit
for late payment of bills. In either case, the deposit is
calculated at twice the average monthly bill. For CARE or
FERA customers:
→ For deposits equal to or less than $150, customers
should be offered up to three months to pay, and
→ For deposits greater than $150, customers should be
offered up to six months to pay.
Exercise Your Rights
If you are denied service or assistance, you have the
right to file a complaint with the California Public
Utilities Commission at:
https://appsssl.cpuc.ca.gov/cpucapplication/ or call
1-800-355-8876 for more information.
→ You may be asked to pay one half of the past due bill.
Try to negotiate a payment that is affordable, but
remember, you still need to pay your regular monthly
utility bill in addition to the payment arrangement
amount.
Become an Informed Consumer
Visit TURN at www.turn.or. Contact [email protected]
06-014-16
However, it is important that you first contact the
company to try to resolve any complaints.
¡Evite que le corten la electricidad o el gas!
Dejar las luces y el calentador prendidos
¿Recibió una nota amenazándolo con que le
van a cortar el servicio?
Si es así, usted tiene derechos que le pueden ayudar a
evitarlo. La Comisión de Servicios Públicos de
California (CPUC, por sus iniciales en inglés) protege al
consumidor para ayudarle a evitar desconexiones.
Su empresa de servicios públicos le puede amenazar
con cortarle el servicio o cortárselo:
→ Si no paga la factura.
Razones para reclamar una factura elevada
Si usted cree que su factura está equivocada piense en
lo siguiente:
→ ¿Pagó tarde o no pago alguna vez?
→ ¿Cree que le han cobrado de más?
→ ¿Está incluida en esta factura algún pago atrasado?
→ ¿Le están pidiendo pagar la factura de otra persona?
→ ¿Le están cobrando un estimado en vez de la
cantidad de consumo que aparece en el contador?
→ Si no responde a los planes de pago que acordó.
→ Si paga con un cheque sin fondos.
Razones para reclamar una factura elevada
→ Si no paga el depósito que le piden.
If you have a high bill and have gotten a shut off notice:
Las empresas de servicio públicos están
obligadas a enviarle una nota avisándole
La empresa de servicios públicos está obligada a
avisarle antes de cortar el servicio.
→ Antes de desconectar el servicio por no pagar, las
empresas PG&E, Edison, SoCal Gas y SDG&E están
obligadas a enviarle una carta avisándole que le
cortarán el servicio en 15 días (esta carta podría
llegar junto a la factura), y a continuación otro aviso
48 horas antes de tal fecha; también están obligadas
a intentar comunicarse con usted por teléfono o en
persona.
→ Usted también tiene derecho a recibir una
explicación de por qué le van a cortar el servicio y las
diferentes opciones que tiene para evitarlo, como
por ejemplo planes de pago a plazos; tambieen
están obligadas a proveerle el número de teléfono
de la CPUC
→ No le pueden contar el servicio ni un sábado, ni un
domingo, ni días feriados, ni ningún día en que las
oficinas de la empresa estén cerradas.
→ Acuerde un plan de pagos: llame cuanto antes a la
empresa que le provee el servicio. PG&E, SDG&E,
SoCal Gas y SoCal Edison ofrecen planes de pago a
plazos para clientes que corren el riesgo de que les
corten el servicio. Así pagará de a poquito sin que se
lo corten.
CONSEJO: Si ha habido un cambio grande en su vida
(pérdida del trabajo, enfermedad, etc.),
comuníquese con ellos inmediatamente para revisar
su plan de pagos.
→ ¡No acepte un plan de pagos que no se pueda
permitir! Si cree que no puede cumplir con el plan
de pagos que la empresa le ofrece inicialmente,
dígaselo y pídales un plan de pago más suave para
que le resulte más fácil pagar todo lo que debe. Si
accede a un plan de pagos y luego no responde, le
estarán reclamando de a una todo el dinero que
debe.
→ Si al cortarle el servicio alguien en su hogar correría
el riesgo de morir por razones de salud o seguridad,
asegúrese de decírselo inmediatamente a la
empresa proveedora de servicio público. En estos
casos le ofrecerán planes de pago más flexibles.
→ Si siente que la empresa de servicios públicos no le
escucha, presente un reclamo con la CPUC.
.
¿Dónde me pueden ayudar con dinero para
pagar la factura?
Llame al “Programa energético de ayuda a familias con
bajos ingresos” (LIHEAP, por sus iniciales en inglés) al
1-866-675-6623 y solicite ayuda financiera. Comuníquese
con su empresa de servicios públicos y preunte sobre
otros servicios de ayuda que le puedan ofrecer.
PG&E
1-800-743-5000
SCE
1-800-655-4555
SDG&E
1-800-411-7343
SoCalGas
1-800-427-2200
Si usted está inscrito en el programa “Medical
Baseline”
Si es parte del programa ‘Medical Baseline’ o ‘Life Support’,
o si le asegura y demuestra a la empresa que le provee el
servicio que tiene una enfermedad o condición médica
grave conforma a la cual una desconexión del servicio
podría poneren arriesgo en su vida, la empresa (PG&E,
SCE, SoCalGas, ó SDG&E) le visitará unos días antes o en
la misma fecha de la fecha de la desconexión. SDG&E y
SoCalGas en particular realizan estas visitas a todas las
personas de 62 o más años de edad, y a personas con
algún tipo de discapacidad. El cliente puede pagar en el
momento de la visita y los métodos de pago varían según
la empresa.
SoCalGas en particular enviará (antes de la fecha de
desconexión que aparece en la carta) a un representante
al hogar de aquellos clientes que le haga saber a la
empresa que no puede realizar el pago a tiempo porque
está enfermo por avanzada edad o algún tipo de
minusvalía. De esta manera el representante puede recibir
el pago en persona en la casa del cliente. La empresa
también está en su derecho de verificar la enfermedad o
discapacidad.
Sea un consumidor informado
Visite TURN www.turn.org y [email protected]
06-14-16
¿Y si ya le han cortado el servicio?
→ Llame a la empresa de servicios públicos y trate de
acordar un plan de pago a plazos
→ Le podrían pedir que pague de a una la mitad de la
factura. Trate de negociar un primer pago que se
pueda permitir. No se olvide de que esa primera factura
tendrá que pagar el primer mes de servicios además de
la cantidad atrasada.
→ Pídales que le perdonen el depósito o que le dejen
pagarlo a plazos durante varios meses (los clientes
de los programas CARE y FERA tienen determinados
derechos respecto a los depósitos, los cuales
explicamos más adelante)
→ Inscríbase en los programas CARE o FERA.
Nuevas reglas respecto a los depósitos
Las empresas de servicios públicos pueden solicitar un
depósito de cualquier cliente particular a quien le
cortaron el servicio en el pasado. A los clientes que no
están inscritos en los programas CARE o FERA también
les puede pedir pagar un depósito por retrasarse con
los pagos. En cualquiera de los dos casos, el depósito se
calcula conforme al doble del promedio de una factura
mensual. Para los clientes inscritos en los programas
CARE y FERA:
→ Si el depósito que le piden es de $150 o menos, le
deben ofrecer hasta tres meses para pagarlo
→ Si el depósito que le piden es más de $150, le deben
ofrecer hasta seis meses para pagarlo.
Reclame sus derechos
Si no quieren ayudarle está en su derecho de presentar
un reclamo con la CPUC en
https://appsssl.cpuc.ca.gov/cpucapplication/ ó llame 1800-355-8876 para mas información. Es importante que
se comunique con la empresa para tratar de resolver el
problema antes de presentar el reclamo.
Struggling to Pay Your Utility Bill?
Get the Help You Deserve
California Alternative Rates for Energy (CARE)
Who is Eligible to Receive a CARE Discount?
The CARE program provides a discount of 30% or
more on your monthly electric and gas bills if you are a
customer of a utility regulated by the CPUC.
To be eligible to receive a CARE discount your
household income must meet certain guidelines, or
you must be enrolled in a public assistance program.
Income Eligibility for CARE
Program Eligibility for CARE
You qualify for CARE if your household size and income
fall within these guidelines.
You qualify for a CARE discount if anyone in your
household is enrolled in:
HOUSEHOLD SIZE
INCOME
→ Medicaid/Medi-Cal
1–2 members
$32, 040
→ Low Income Home Energy Assistance Program
(LIHEAP)
3 members
$40, 320
→ Supplemental Security Income (SSI)
4 members
$48,600
Each additional person
→ Federal Public Housing Assistance or Section 8
→ CalFresh, Food Stamps or Supplemental Nutrition
Assistance Program (SNAP)
Add $8,320
→ Women, Infants and Children Program (WIC)
Income guidelines are accurate through May 31, 2017
→ National School Lunch Program (NSL)
→ Temporary Assistance for Needy Families (TANF)
• California Work Opportunity and Responsibility
to Kids (CalWORKs)
• Stanislaus County Work Opportunity and
Responsibility to Kids (StanWORKs)
• Welfare-to-Work (WTW)
• Greater Avenues for Independence (GAIN)
→ Tribal TANF
→ Bureau of Indian Affairs General Assistance
→ Head Start Income Eligible (Tribal Only)
→ Food Distribution Program on Indian Reservations
Family Electric Rate Assistance Program (FERA)
Families with children whose household income is slightly
higher than the CARE program guidelines may qualify for
the FERA Program.
Income Eligibility for FERA
You qualify for FERA if your household size and income fall
within these guidelines.
HOUSEHOLD SIZE
1–2 members
INCOME
Not eligible
3 members
$40, 321 - $50,400
4 members
$48,601 - $60,750
Each additional person
Add $8,320 - $10,400
Income guidelines are accurate through May 31, 2017
Reduce your Monthly Bills
Sign up for CARE, FERA or ESAP by contacting your local
utility provider.
ESAP provides no-cost energy-saving home improvements
and furnace and water heater repair or replacement
services for low-income households who meet the CARE
guidelines. Energy-saving home improvements may include
attic insulation, weather-stripping, caulking, low-flow
showerheads, water heater blankets, door and building
envelope repairs, energy efficient lighting, refrigerators,
microwaves, and high-efficiency clothes washers, among
other services. Renters and homeowners are eligible to
participate in ESAP. To request an application form and more
information, please contact your energy utility company.
Income Eligibility for ESAP
Energy Savings Assistance Program (ESAP)
You qualify for ESAP if your household size and income fall
within these guidelines.
HOUSEHOLD SIZE
INCOME
1–2 members
$32, 040
3 members
$40, 321
4 members
$48,600
Each additional person
Add $8,320
Edison
866-675-6623
PG&E
866-743-2273
SDG&E
800-411-7343
SoCal Gas
800-427-2200
Alpine Natural Gas
Bear Valley Electricity
209-772-3006
PacifiCorp
Sierra Pacific Power Company
Southwest Gas
West Coast Gas
888-221-7070
916-364-4100
However, it is important that you first contact the company
to try to resolve any complaints.
Visit TURN at www.turn.org. Contact [email protected] for more information.
06-13-16
877-860-6020
If you are denied service or assistance, you have the
right to file a complaint with the California Public
Utilities Commission at: https://appsssl.cpuc.ca.gov/
cpucapplication/ or 1-800-355-8876.
Income guidelines are accurate through May 31, 2017
800-213-1053
Exercise Your Rights
Become an Informed Consumer
800-808-2837
¿Le cuesta pagar la factura de servicios públicos?
Reciba la ayuda que se merece.
Tarifas alternativas de energía de California
(CARE, por sus iniciales en inglés)
¿Quién reúne los requisitos para recibir este
descuento CARE?
El programa CARE ofrece un descuento del 30 por
ciento o más en las facturas mensuales de gas y
electricidad si usted es cliente de una empresa de
servicios públicos regulada por la CPUC.
Para usted poder recibir el descuento conforme al
programa CARE su hogar necesita reunir determinados
requisitos en lo que se refiere a los ingresos familiares,
o tiene que estar inscrito en un programa de asistencia
pública.
Límite de ingresos familiares para inscribirse
en el programa CARE
Usted reúne los requisitos para recibir este descuento
CARE en su hogar si el número de miembros de su
familia y sus ingresos se conforman a lo siguiente:
TAMAÑO DEL HOGAR
INGRESOS
1 ó 2 personas
$32.040
3 personas
$40,320
4 personas
$48,600
Cada persona adicional
Añadir $8.320
Estas cantidades límites son válidas hasta el 31 de mayo de 2017
Programas que reúnen requisitos para
descuento CARE
Usted reúne los requisitos para CARE si alguien en
su hogar pertenece a alguno de estos programas
(nombres en inglés):
→ Medicaid/Medi-Cal
→ Low Income Home Energy Assistance Program
(LIHEAP)
→ Supplemental Security Income (SSI)
→ Federal Public Housing Assistance or Section 8
→ CalFresh, Food Stamps or Supplemental Nutrition
Assistance Program (SNAP)
→ Women, Infants and Children Program (WIC)
→ National School Lunch Program (NSL)
→ Temporary Assistance for Needy Families (TANF)
•
California Work Opportunity and Responsibility
to Kids (CalWORKs)
•
Stanislaus County Work Opportunity and
Responsibility to Kids (StanWORKs)
•
Welfare-to-Work (WTW)
•
Greater Avenues for Independence (GAIN)
→ Tribal TANF
→ Bureau of Indian Affairs General Assistance
→ Head Start Income Eligible (Tribal Only)
→ Food Distribution Program on Indian Reservations
Programa de ayuda familiar para tarifas de
electricidad (FERA, por sus iniciales en inglés)
Las familias con hijos e ingresos familiares un poco
superiores a los límites establecidos por el programa CARE
pueden reunir los requisitos para inscribirse en el programa
FERA.
Límite de ingresos familiares para inscribirse en
el programa FERA
You qualify for FERA if your household size and income fall
within these guidelines.
TAMAÑO HOGAR
INGRESOS
1 ó 2 personas
No se puede
Reducir las facturas mensuales Inscríbase en
los programas CARE, FERA o ESAP comunicándose
con su empresa de servicios públicos:
3 personas
$50,400
4 personas
$60,750
Edison
866-675-6623
Añadir $10.450
PG&E
866-743-2273
SDG&E
800-411-7343
SoCal Gas
800-427-2200
Alpine Natural Gas
209-772-3006
Bear Valley Electricity
800-808-2837
PacifiCorp
888-221-7070
Sierra Pacific Power Company
800-213-1053
Southwest Gas
877-860-6020
West Coast Gas
916-364-4100
Cada persona adicional
Estas cantidades límites son válidas hasta el 31 de mayo de 2017
Programa de ayuda para ahorro energético
(ESAP, por sus iniciales en inglés)
El programa ESAP ofrece impermeabilización gratuita en
los hogares para propietarios de vivienda de bajos ingresos
y para inquilinos. Los servicios que se ofrecen incluyen
impermeabilización de áticos, refrigeradores y calderas
de bajo consumo eléctrico, sellado de ventanas y puertas,
regaderas de ducha que consumen poco agua, cobijas de
agua caliente y demás reparaciones que la ayudan a estar
caliente en el invierno y fresco en el verano al tiempo que
ahorra dinero.
Límites de ingresos familiares para inscribirse
en el programa ESAP
Usted reúne los requisitos para inscribirse en el programa
ESAP si el número de miembros de su familia y sus ingresos
atiende a las mismas pautas que el programa CARE.
TAMAÑO HOGAR
INGRESOS
1 - 2 personas
$32,040
3 personas
$40,321
Cada persona adicional
Añadir $6,320
Estas cantidades límites son válidas hasta el 31 de mayo de 2017
06-14-16
Reclame sus derechos
Si no quieren ayudarle está en su derecho de presentar
un reclamo con la CPUC en https://appsssl.cpuc.ca.gov/
cpucapplication/ ó 1-800-355-8876. Es importante que
se comunique con la empresa para tratar de resolver el
problema antes de presentar el reclamo.
Sea un consumidor informado
Visite TURN www.turn.org
Filing a CPUC Complaint That Gets Results
Effective Tips for Smart Consumers
Reasons to File a Complaint at the CPUC
(California Public Utilities Commission)
o Your electricity or gas been shut off, or is being
threatened with a shut off.
Before you file your complaint with the CPUC, make
sure that you:
→ Make short notes for yourself.
o You receive a third party charge on your cell phone
bill for something you never ordered.
→ Think about what you want the company to do
about your complaint.
o You are being charged for someone else’s electric
or gas bill.
→ Call the company.
o You receive a back-bill from your utility company
going back more than three months.
→ Have a copy of your bill when you call.
o Your application for LifeLine, CARE, or other low–
income discount was denied.
Call the Company First
If your utility company or telecommunications provider
is unable to resolve your issue, it’s time to file a
complaint with the CPUC. The CPUC provides robust
regulation for major utilities like PG&E, SCE, SoCal Gas
and SDG&E, and light regulation for landline, cell, and
VOIP service. The CPUC does not regulate municipal
utilities.
Other Telecommunications Complaints
Complaints about interstate phone service, broadband
service and VOIP, telemarketing, cable and satellite,
tower light outages or signal interference, wireless
telephone and rural call completion should be directed
to the Federal Communication Commission (FCC). File
your complaint at: http://www.fcc.gov/complaints or
call: 1-888-225-5322 (1-888-CALL FCC)
→ If you need a translator, ask for one!
→ Ask to speak to a Customer Service Representative.
→ If you have someone call for you, you need to be
there.
→ If the customer services representative is not able to
help you, ask to speak to a supervisor.
→ Take notes!
Contacting the CPUC
Elements of a CPUC Complaint
Once you have called the company and you are not able
to get your complaint resolved, you have several ways to
contact the CPUC.
A successful complaint should include the following
information:
PHONE 800 649-7570
English and Spanish language.
→ Your mailing address and phone number.
→ Your name and the name the account is billed under.
→ Name of the company you are complaining about.
If your utility service has been shut off, is in danger of being
shut off, or if you have another emergency, calling by phone → Your utility account number.
→ The name of the company representative you spoke
is the best way to reach the CPUC.
with, if you have one.
ONLINE https://appsssl.cpuc.ca.gov/cpucapplication/ → A brief description of your complaint.
The most convenient way to file a complaint is to submit
it online if you have access to a computer and internet
→ Send copies of important documents:
service.
• Copies of the bills you are disputing.
MAIL
California Public Utilities Commission
Consumer Affairs Branch
505 Van Ness Ave.
San Francisco, CA 94102-3298
If you don’t have access to a computer and internet, please
mail your complaint to the CPUC.
Become an Informed Consumer
Visit TURN at www.turn.org or contact [email protected] 06-14-16
• Correspondence from the company.
Following these steps will make your complaint more
successful. If you leave information out, it will take longer to
get your complaint resolved.
Cómo reclamar al CPUC para que dé resultados
Consejos eficaces para consumidores inteligentes
Razones por las que presentar un reclamo
al CPUC (California Public Utilities
Commission)
o La han cortado la electricidad o el gas, o le
amenazan con ello.
Antes de presentar un reclamo con la CPUC, aségurese
de que:
→ Tome notas breves.
o En su factura del teléfono móvil, una tercera
empresa le está cobrando por algo que nunca
pidió.
→ Piense en lo que quiere que haga la empresa
respecto al reclamo.
o Le están cobrando la factura de electricidad o gas
de otra persona.
→ Si necesita que alguien le traduzca al español,
¡dígalo!
o Recibió una factura de su empresa de servicios
públicos en la que le cobran más de tres meses de
pagos atrasados.
→ Tenga una copia de la factura a mano.
o Le denegaron su solicitud de inscripción en
LifeLine, CARE, u otro programa para familias de
bajos ingresos.
Llame primero a la empresa que le provee el
servicio
o Your application for LifeLine, CARE, or other low–
income discount was denied.
Si la empresa de servicios públicos o
telecomunicaciones no le resuelve el problema,
llegó la hora de presentar un reclamo a la CPUC. La
CPUC regula estrictamente a empresas proveedoras
de servicios públicos como PG&E, SCE, SoCal Gas y
SDG&E, y de manera algo menos estricta a empresas
proveedoras de servicios de telefonía fija, móvil y de
Voz sobre Protocolo de Internet (VoIP, por sus iniciales
en inglés).
→ Llame a la empresa.
→ Diga que quiere hablar con alguien encargado de
atención al cliente.
→ Si le pide a alguien que llame por usted, asegúrese
de estar a la par.
→ Si la persona encargada de atención al cliente no
le puede ayudar, diga que quiere hablar con un
supervisor.
→ ¡Tome nota de todo!
Otros reclamos sobre telecomunicaciones
Los reclamos sobre servicio telefónico entre estados,
servicio de Internet y VoIP, tele marketing, servicio de
cable y satélite, cortes de luz de torres o interferencia
en la señal, telefonía inalámbrica y consumación de
llamadas rurales deben enviarse a la Comisión Federal
de Comunicaciones (FCC). Presente su reclamo en:
http://www.fcc.gov/complaints. O llame al número de
teléfono gratuito: 1-888-225-5322 (1-888-CALL FCC)
BILL
$$
Comunicarse con la CPUC
Elementos de un reclamo a la CPUC
Una vez que ya haya llamado a la empresa y no haya podido
resolver su problema, tiene varias maneras de ponerse en
contacto con la CPUC.
Para que un reclamo llegue a buen fin debe incluir la
siguiente información:
TELÉFONO
800 649-7570 (español e inglés)
→ Su dirección postal y su número de teléfono.
Si le han cortado el servicio o corre peligro de que se lo
corten, o si tiene alguna otra urgencia, el teléfono es la
mejor manera de comunicarse con la CPUC.
INTERNET
https://appsssl.cpuc.ca.gov/cpucapplication/
→ Su nombre y el de la persona a quien envían las facturas.
→ El nombre de la empresa a la que le está reclamando.
→ Su número de cuenta de servicios públicos.
→ El nombre de la persona encargada de atención al
cliente con quien platicó, si lo tiene.
→ Una descripción breve del reclamo.
La manera más práctica de presentar un reclamo es por el
Internet siempre que tenga acceso a una computadora y a
servicio de Internet.
→ Envíe copias de los siguientes importantes documentos:
• Copias de las facturas con las que está en
desacuerdo.
• Correspondencia que haya recibido de la empresa.
CORREO
California Public Utilities Commission
Consumer Affairs Branch
505 Van Ness Ave.
San Francisco, CA 94102-3298
Si sigue estos pasos, su reclamo tendrá más posibilidades
de llegar a buen fin. Si no provee toda la información, se
demorará en resolverse.
Si no tiene acceso a una computadora ni servicio de
Internet, envíe su reclamo a la CPUC.
e
e
e
Sea un consumidor informado
Visite TURN www.turn.org y [email protected]
06-14-16
Free Ways to Reduce Your Monthly Bills
These energy saving tips won’t cost you a dime, but will save you a bundle on your electric and gas bills.
Keeping Your House Cool
→ Air conditioning takes a lot of electricity to operate!
Find your air leaks. Look at your windows, doors,
electric outlets, and the fireplace and caulk or
weatherstrip them.
Entertaining Your Family
→ Raising your air conditioning thermostat by 5º will
reduce your cooling costs by about 10%.
→ Remember to turn off your air conditioning or raise
the thermostat when you leave the house.
Preparing Food
→ Fill your refrigerator with large water bottles and
jugs to keep it full. A full refrigerator is easier to
keep cool than an empty one.
→ When cooking, keep the lids on pots. Your food will
spend less time on the stove.
Keeping Your House Warm
→ Avoid using portable electric heaters because
they can cost anywhere from 13¢ to 20¢ per hour,
depending on your local electric provider. Multiply
the total kilowatts (KW) for your heater by the price
per KWH of your electrical power. For example, a
1.5 KW heater at 20¢ per KWH costs 1.5 times 0.2,
which equals 30¢ per hour to operate.
→ Use electric blankets at night. They cost about 10¢
per night and keep your body warm.
→ Leave the drapes open to capture the warm
sunshine during the day and close them in the
evening to keep in that warmth.
→ Turn off your heat when you leave your home.
→ Consider installing a programmable thermostat to
help you control your heating system all day long.
→ Your water heater is the third highest energy
expense in your home. Try turning it down to 120°F.
Become an Informed Consumer
→ Use electric power outlet strips to disconnect
multiple devices when not in use. Cable TV set-top
boxes, computers, monitors, and TVs can draw
power all the time, even when they are turned off.
→ Consider installing a programmable thermostat to
help you control your air conditioner all day long.
→ Turn off cable TV set-top boxes, computers,
monitors, and TVs when not in use.
Visit TURN at www.turn.org or email [email protected]
06-14-16
→ Vacuum the coils on your refrigerator at least
every three months. The dirt build-up makes the
refrigerator work harder to keep the contents cool
and therefore uses more energy.
Washing Clothes
→ Wash clothes in cold water instead of hot.
90% of the energy a washing machine consumes
goes to heating the water.
→ Make sure your dryer’s outside vent is clear and
clean the lint filter after every load.
→ Put a dry towel in the dryer with each load of wet
clothes. The towel will absorb dampness and
reduce drying time.
→ Hang your clothing on a clothesline to dry.
Good for the environment, good for the pocket
book, and you can’t beat the fresh smell.
Maneras gratuitas de reducir sus facturas mensuales
Estos consejos para ahorrar energía no le costarán ni un centavo y se ahorrará un dineral
en sus facturas de electricidad y gas.
Mantener la casa fresca
Entretenerse
→ ¡El aire acondicionado requiere de mucha electricidad
para funcionar! Busque por donde se escapa el aire.
Inspeccione las ventanas, puertas, enchufes y la
chimenea y séllelos con calafate o cinta aislante.
→ Si sube el termostato del aire acondicionado 5 grados,
sus gastos para refrescar la casa se reducirán un 10
por ciento.
→ No se olvide de apagar el aire acondicionado o de
subir el termostato cuando sale de la casa.
Cocinar
→ Llene la refrigeradora con botellas y jarras de agua
grandes para mantenerla llena. Es más fácil enfriar
una refrigeradora llena que una vacía.
Mantener la casa caliente
→ Cuando cocine use las tapaderas para las ollas. Así
la comida se cocina más rápido.
→ Use cobijas eléctricas en la noche. Cuestan 10
centavos por toda la noche y mantienen su cuerpo
caliente.
→ Abra las cortinas de las ventanas durante el día para
que el sol caliente la casa, y ciérrelas durante la
noche para conservar el calor.
→ Apague el calentador al salir de la casa.
→ Piense en instalar un termostato programable para
tener control del aire acondicionado.
→ La caldera para calentar agua supone el tercer mayor
gasto energético de su casa. Reduzca la temperatura
a 120ºF.
Sea un consumidor informado
→ Utilice extensiones con múltiples enchufes para
desconectar varios aparatos cuando no los usa.
La cajita de conexión al cable, computadoras,
monitores y televisores consumen electricidad
todo el tiempo, incluso cuando están apagados.
→ Piense en instalar un termostato programable para
tener control del aire acondicionado.
→ Evite el uso de calentadores eléctricos portátiles que
cuestan de 13 a 20 centavos a la hora, dependiendo
de la empresa que le provee la electricidad.
Multiplique la cantidad de kilovatios que consume
su calentador por el precio del kilovatio por hora
(KWH) que paga por su electricidad. Por ejemplo,
para un calentador de 1,5 kilovatios enchufado a
la electricidad que cuesta 20 centavos por hora, si
multiplica 1,5 por 0,20 son 30 centavos que está
pagando cada hora al usarlo.
→ Apague el televisor, la cajita de conexión al cable, la
computadora y el monitor cuando no lo usa.
Visite TURN www.turn.org o [email protected]
06-14-16
→ Pase la aspiradora a las espirales de detrás de la
refrigeradora cada tres meses. La suciedad que se
acumula ahí hace que la refrigeradora tenga que
esforzarse más en enfriar las cosas y utilice más
energía.
Lavar la ropa
→ Lave la ropa con agua fría en vez de caliente. El 90
por ciento de la energía que utiliza una lavadora es
para calentar el agua.
→ Asegúrese que el ventilador exterior de la secadora
no está obstruido y limpie las pelusas del filtro cada
vez que la use.
→ Ponga una toalla seca con la ropa húmeda al
secarla. La toalla absorberá la humedad y hará que
la otra ropa se seque antes.
→ Tienda la ropa en el exterior para secarla. Bueno
para el medioambiente, no cuesta nada de dinero y
el olor a fresco es el mejor.
Consejos adicionales
→ Para poder comparar precios, llame a la empresa de
servicios públicos y pídales un historial de las tarifas
mensuales de ‘adquisición’ del gas y las predicciones del
precio del gas natural para el próximo año.
→ Si le preocupa que la factura suba y baje, considere la
posibilidad de inscribirse en el programa de pago
equilibrado de su actual empresa de servicios públicos.
→ Recuerde que si tuviera problemas para pagar la factura,
tendría que tratar con dos empresas.
→ Para más información y acceder a un listado de las
empresas no públicas que proveen gas en su área:
• PG&E: http://bit.ly/2bqR7ZW
• SoCalGas: http://bit.ly/2bMLfhy
• SDG&E: http://bit.ly/2bz8sQZ
Los consumidores prudentes hacen preguntas
Si está considerando la posibilidad de cambiarse a una
empresa proveedora de gas no pública para pagar menos
cada mes, estas son varias preguntas que un cliente
prudente debería hacer.
→ ¿Me podrían mostrar la ficha técnica y el contrato por
escrito?
→ ¿Cuánto son los cargos mensuales, además de lo que
cuesta el fuel?
→ ¿Cuánto tengo que pagar por el depósito inicial? ¿Hay
algún tipo de tarifa de inscripción?
→ ¿Qué precio me garantizan por el fuel y cuánto dura mi
contrato?
→ ¿Cuánto tendría que pagar si me mudo de casa o decido
terminar el contrato antes de lo prefijado?
Cómo presentar un reclamo
Si no le dan lo que le prometieron, haga lo siguiente:
1. Llame a la empresa y dígales que quiere cancelar el
contrato porque el vendedor no le dio la información
correcta.
2. Insista en que no le cobren la multa por terminar el
contrato antes de tiempo.
3. Infórmeles de que va presentar una denuncia con la
CPUC.
Reclame sus derechos
Si no quieren ayudarle está en su derecho de presentar
un reclamo con la CPUC en
https://appsssl.cpuc.ca.gov/cpucapplication/ó 1-800355-8876. Es importante que se comunique con la
empresa para tratar de resolver el
Sea un consumidor informado
Visite TURN www.turn.org o [email protected]
06-14-16
poblema antes de presentar el reclamo.
Being Offered Lower Gas Prices?
Tips for Careful Consumers
Natural Gas Service: No Longer a Monopoly
Reasons to Sign Up
The California Public Utilities Commission (CPUC)
allows all residential customers to sign up for natural
gas service directly from a non-utility gas supplier.
Depending on whether you are a customer of PG&E,
SoCalGas or SDG&E, you can sign up to buy your
gas from one of 20–30 alternative gas suppliers,
or continue to receive it from your regulated utility
company.
→ You want monthly savings. Your believe that your
monthly gas bill will go down as a result of paying
less for the fuel portion of your gas bill than you
might pay as a utility customer.
All residential gas bills are divided into a fuel charge
and a delivery charge. Non-utility gas suppliers are
making phone calls and going door-to-door offering
to reduce monthly gas bills by charging less for the
fuel portion of your bill. However, even if you sign up
to purchase your fuel at a discounted rate from an
alternative gas supplier, you still will be paying your
utility company the same charge as everyone else to
deliver the fuel, maintain pipelines, and respond to
natural gas leaks.
→ You like spreading the wealth. You are a customer
who appreciates supporting competitive
alternatives to traditional utility gas companies.
→ You value price protection. The fixed price for fuel
in your contract will protect you from potential
increases in the wholesale price of natural gas that
are passed along to other utility gas customers.
Reasons Not to Sign Up
→ You worry about disappearing savings. Reductions
in your monthly gas bill may disappear after your
contract ends because gas prices charged by nonutility suppliers are not regulated by the CPUC.
→ You don’t want a price lock. The fixed price for fuel
in your contract may prevent you from benefiting
when reductions in wholesale gas prices are passed
along to other utility gas customers.
→ You like consumer protections. You prefer a utility
gas company regulated by the CPUC to a non-utility
gas supplier that is not licensed, approved, or
endorsed by the CPUC.
Become an Informed Consumer
Additional Tips
→ To compare prices, call your utility and ask where you
can find their historical monthly gas “procurement”
rates, and gas price forecasts for next year.
→ If you’re worried about bills going up or down, consider
getting a balanced payment plan from your current
utility company.
→ Don’t forget that if you run into trouble paying your gas
bills, you will have two companies to deal with.
→ Further information and lists of non-utility gas suppliers
in your service territory.
• PG&E: http://bit.ly/2bqR7ZW
• SoCalGas:
https://www.socalgas.com/for-yourbusiness/energy-market-services/gas-suppliersfor-noncore-customers
Careful Consumers Ask Questions
If you are considering switching to non-utility gas supplier
in order to reduce your monthly gas bill, here are some
questions that careful consumers can ask.
→ May I see your fact sheets and a copy of the contract in
writing?
If you find that you are not getting the deal that you were
promised, here are two things to do:
→ How much are the monthly customer charges, in
addition to the cost of gas?
1. Call the company and tell them that you want to cancel
the agreement because the salesperson did NOT give
you the right information.
→ How much do I have to pay as a deposit or sign up fee of
any kind?
→ What is the price for gas fuel that I am guaranteed and
how long is my contract?
→ How much is the early termination penalty if I move or
end my contract before the end of the term?
What to Do if You Have a Complaint
2. Insist that they waive the termination fees.
3. Inform them that you are going to file a complaint with
the California Public Utilities Commission.
Exercise Your Rights
If you are denied service or assistance, you have the
right to file a complaint with the California Public
Utilities Commission at: https://appsssl.cpuc.ca.gov/cpucapplication/or call
1-800-355-8876.
However, it is important that you first contact the company
to try to resolve any complaints.
• SDG&E:
https://www.sdge.com/sites/default/files/docum
ents/175085198/Core-CTA-List-2015-Rev 042016.pdf?nid=903
Visit TURN at www.turn.org or email [email protected]
06-014-16
¿Le ofrecieron gas más barato?
Consejos para consumidores prudentes
El servicio de gas natural: No es monopolio
Razones para inscribirse
La Comisión de Servicios Públicos de California (CPUC,
por sus iniciales en inglés) permite que los clientes
particulares puedan solicitar servicio de gas natural de
un proveedor privado y no de servicio público. Si usted
es cliente de PG&E, SoCalGas ó SDG&E, ahora puede
inscribirse con una de las 20 a 30 empresas alternativas
proveedoras de gas natural, o puede continuar
comprándolo de la empresa de servicios públicos de
toda la vida.
→ Quiere ahorrar dinero cada mes. Cree que la
factura mensual del gas se reducirá al pagar por el
fuel menos de lo que pagaría como cliente de una
empresa de servicios públicos.
Todas las facturas de gas de viviendas particulares se
dividen en dos: el cobro del fuel y el cobro del
transporte o envío de ese fuel. Las empresas no
públicas proveedoras de gas natural están realizando
llamadas telefónicas y visitando los hogares ofreciendo
facturas más baratas al cobrar menos por el fuel.
Aunque escoja comprar el fuel de una de estas
empresas alternativas que se lo ofrece más barato, el
precio por enviarle el gas es el mismo para cualquier
empresa, así como el cobro por el mantenimiento de
las tuberías y por la reparación de escapes.
→ Le gusta gastar su dinero en varios lugares
diferentes. Como cliente valora el hecho de que
existan varias alternativas que compitan con las
empresas tradicionales proveedoras de servicios
públicos como el gas.
→ Para usted la protección del precio es importante.
Fijar el precio del fuel en el contrato que firme le
protegerá de posibles subidas del precio de gas
natural en el mercado que a otros clientes de
servicios se les cargará.
Razones para no inscribirse
→ Le preocupa que se le agoten los ahorros. Los
descuentos en su factura mensual de gas podrían
desparecer una vez que termine su contrato, porque
los precios que establecen los proveedores no
públicos cobran no los regula la CPUC.
→ Usted no quiere que se fije el precio del fuel. Un
contrato con precio fijo no le permitiría beneficiarse
como otros clientes cuando baje el precio del gas
natural en el mercado.
→ Le gustan las protecciones al consumidor. Usted
prefiere comprar gas a una empresa pública
regulada por el CPUC que a un empresa no pública,
sin licencia, ni aprobación, ni respaldo de la CPUC.
Consejos adicionales
→ Para poder comparar precios, llame a la empresa de
servicios públicos y pídales un historial de las tarifas
mensuales de ‘adquisición’ del gas y las predicciones del
precio del gas natural para el próximo año.
→ Si le preocupa que la factura suba y baje, considere la
posibilidad de inscribirse en el programa de pago
equilibrado de su actual empresa de servicios públicos.
→ Recuerde que si tuviera problemas para pagar la factura,
tendría que tratar con dos empresas.
→ Para más información y acceder a un listado de las
empresas no públicas que proveen gas en su área:
• PG&E: http://bit.ly/2bqR7ZW
• SoCalGas: http://bit.ly/2bMLfhy
• SDG&E: http://bit.ly/2bz8sQZ
Los consumidores prudentes hacen preguntas
Si está considerando la posibilidad de cambiarse a una
empresa proveedora de gas no pública para pagar menos
cada mes, estas son varias preguntas que un cliente
prudente debería hacer.
→ ¿Me podrían mostrar la ficha técnica y el contrato por
escrito?
→ ¿Cuánto son los cargos mensuales, además de lo que
cuesta el fuel?
→ ¿Cuánto tengo que pagar por el depósito inicial? ¿Hay
algún tipo de tarifa de inscripción?
→ ¿Qué precio me garantizan por el fuel y cuánto dura mi
contrato?
→ ¿Cuánto tendría que pagar si me mudo de casa o decido
terminar el contrato antes de lo prefijado?
Cómo presentar un reclamo
Si no le dan lo que le prometieron, haga lo siguiente:
1. Llame a la empresa y dígales que quiere cancelar el
contrato porque el vendedor no le dio la información
correcta.
2. Insista en que no le cobren la multa por terminar el
contrato antes de tiempo.
3. Infórmeles de que va presentar una denuncia con la
CPUC.
Reclame sus derechos
Si no quieren ayudarle está en su derecho de presentar
un reclamo con la CPUC en
https://appsssl.cpuc.ca.gov/cpucapplication/ó 1-800355-8876. Es importante que se comunique con la
empresa para tratar de resolver el
Sea un consumidor informado
Visite TURN www.turn.org o [email protected]
06-14-16
poblema antes de presentar el reclamo.
Big Protections for Small Businesses
Best Kept Secrets
Back-Billing Protections
Deposit Protections
Small business customers are protected from being
back-billed for more than three months by their utility
company due to revised back-billing tariffs adopted by
the California Public Utilities Commission (CPUC) in
October 2010. Prior to that small businesses could be
back-billed for up to three years. This represents a 90%
reduction in back-billing liability from 36 to 3 months.
When small business customers are required by utility
companies to provide a deposit to start, or continue
service, the maximum deposit has been reduced to twice
their average monthly bill from twice their maximum
monthly bill according to CPUC rules adopted in October
2010. This can be a significant decrease for deposits
since most businesses experience peak energy usage
only a few months out of a year.
Back-billing is the practice of retroactively billing for
undercharged amounts due to meter and billing errors
by your utility. Billing errors can include incorrect meter
reads, clerical errors, incorrect billing calculations and
wrong daily billing factor, among other things.
Reasons to Protect Small Businesses
The CPUC expanded these protections in response to
years of complaints from small businesses, consumer
advocates, and elected officials. Small businesses
being hit with three years of bills amounting to
tens of thousands of dollars due to utility billing
errors were threatened with disconnection and
going out of business. Surprising small businesses
with unexpectedly large deposit requirements was
hindering growth and success.
Small businesses are much like residential customers
because they don’t have access to resources and
financing available to larger corporations. Many
struggle to survive on a month-to-month basis. That is
why the new back-billing and deposit rules adopted for
small business are the same that apply to residential
customers.
The rules actually require the utility to provide small
business customers with a letter after the first late
payment which warns the customer that the utility may
require a deposit if the customer pays late again within
the same twelve-month period.
Qualifications for Protection
Small business customers are protected by CPUC
back-billing and deposit rules if they meet one of the
following criteria.
→ Use that 40,000 kilowatt-hours a year, or less than
20 kilowatts at a time.
→ Use fewer than 10,000 therms of natural gas a year.
→ Record annual gross receipts of $2,500,000 or less
over the previous three years.
→ Are a manufacturer with 25 or fewer employees.
Exercise Your Rights
If you think your utility company has back-billed you,
or overcharged you for a deposit, call your utility
and try to resolve the problem with them directly. If
you are denied service or assistance, you have the
right to file a complaint with the California Public
Utilities Commission at: https://appsssl.cpuc.ca.gov/
cpucapplication/ or 1-800-355-8876.
Become an Informed Consumer
Visit TURN at www.turn.org and PolicyVoice at www.policyvoice.org
06/17-16
¿Le cuesta pagar la factura de servicios públicos?
Reciba la ayuda que se merece.
Tarifas alternativas de energía de California
(CARE, por sus iniciales en inglés)
¿Quién reúne los requisitos para recibir este
descuento CARE?
El programa CARE ofrece un descuento del 30 por
ciento o más en las facturas mensuales de gas y
electricidad si usted es cliente de una empresa de
servicios públicos regulada por la CPUC.
Para usted poder recibir el descuento conforme al
programa CARE su hogar necesita reunir determinados
requisitos en lo que se refiere a los ingresos familiares,
o tiene que estar inscrito en un programa de asistencia
pública.
Límite de ingresos familiares para inscribirse
en el programa CARE
Usted reúne los requisitos para recibir este descuento
CARE en su hogar si el número de miembros de su
familia y sus ingresos se conforman a lo siguiente:
TAMAÑO DEL HOGAR
INGRESOS
1 ó 2 personas
$32.040
3 personas
$40,320
4 personas
$48,600
Cada persona adicional
Añadir $8.320
Estas cantidades límites son válidas hasta el 31 de mayo de 2017
Programas que reúnen requisitos para
descuento CARE
Usted reúne los requisitos para CARE si alguien en
su hogar pertenece a alguno de estos programas
(nombres en inglés):
→ Medicaid/Medi-Cal
→ Low Income Home Energy Assistance Program
(LIHEAP)
→ Supplemental Security Income (SSI)
→ Federal Public Housing Assistance or Section 8
→ CalFresh, Food Stamps or Supplemental Nutrition
Assistance Program (SNAP)
→ Women, Infants and Children Program (WIC)
→ National School Lunch Program (NSL)
→ Temporary Assistance for Needy Families (TANF)
•
California Work Opportunity and Responsibility
to Kids (CalWORKs)
•
Stanislaus County Work Opportunity and
Responsibility to Kids (StanWORKs)
•
Welfare-to-Work (WTW)
•
Greater Avenues for Independence (GAIN)
→ Tribal TANF
→ Bureau of Indian Affairs General Assistance
→ Head Start Income Eligible (Tribal Only)
→ Food Distribution Program on Indian Reservations
Programa de ayuda familiar para tarifas de
electricidad (FERA, por sus iniciales en inglés)
Las familias con hijos e ingresos familiares un poco
superiores a los límites establecidos por el programa CARE
pueden reunir los requisitos para inscribirse en el programa
FERA.
Límite de ingresos familiares para inscribirse en
el programa FERA
You qualify for FERA if your household size and income fall
within these guidelines.
TAMAÑO HOGAR
INGRESOS
1 ó 2 personas
No se puede
Reducir las facturas mensuales Inscríbase en
los programas CARE, FERA o ESAP comunicándose
con su empresa de servicios públicos:
3 personas
$50,400
4 personas
$60,750
Edison
866-675-6623
Añadir $10.450
PG&E
866-743-2273
SDG&E
800-411-7343
SoCal Gas
800-427-2200
Alpine Natural Gas
209-772-3006
Bear Valley Electricity
800-808-2837
PacifiCorp
888-221-7070
Sierra Pacific Power Company
800-213-1053
Southwest Gas
877-860-6020
West Coast Gas
916-364-4100
Cada persona adicional
Estas cantidades límites son válidas hasta el 31 de mayo de 2017
Programa de ayuda para ahorro energético
(ESAP, por sus iniciales en inglés)
El programa ESAP ofrece impermeabilización gratuita en
los hogares para propietarios de vivienda de bajos ingresos
y para inquilinos. Los servicios que se ofrecen incluyen
impermeabilización de áticos, refrigeradores y calderas
de bajo consumo eléctrico, sellado de ventanas y puertas,
regaderas de ducha que consumen poco agua, cobijas de
agua caliente y demás reparaciones que la ayudan a estar
caliente en el invierno y fresco en el verano al tiempo que
ahorra dinero.
Límites de ingresos familiares para inscribirse
en el programa ESAP
Usted reúne los requisitos para inscribirse en el programa
ESAP si el número de miembros de su familia y sus ingresos
atiende a las mismas pautas que el programa CARE.
TAMAÑO HOGAR
INGRESOS
1 - 2 personas
$32,040
3 personas
$40,321
Cada persona adicional
Añadir $6,320
Estas cantidades límites son válidas hasta el 31 de mayo de 2017
06-14-16
Reclame sus derechos
Si no quieren ayudarle está en su derecho de presentar
un reclamo con la CPUC en https://appsssl.cpuc.ca.gov/
cpucapplication/ ó 1-800-355-8876. Es importante que
se comunique con la empresa para tratar de resolver el
problema antes de presentar el reclamo.
Sea un consumidor informado
Visite TURN www.turn.org
Shut Off Intake Form: Name: First_________________________________________Last _____________________________________ Is this the name of the account holder? Yes____ No____ Account holder’s name: _____________________________________________________________________ Account No. ____________________________________________________ Address: ___________________________________________City_______________________State__________ Phone Number: _____________________________________ 1) When did you receive your shut off notice?
2) Was it for _____Electricity and/or_____Gas _____Both
3) How many notices have you received?
4) Are you enrolled in the CARE program? _____Yes _____No
5) Are you enrolled in the FERA Program _____Yes _____No
6) Were you ever enrolled in the CARE or FERA Program? ____Yes ____No
7) Are you enrolled on the Medical Baseline Program? _____Yes _____No
8) Have you been asked for a deposit? _____Yes _____No
9) If yes, how much? $ ___________
10) Were you able to pay the deposit? _____Yes _____No
11) Were you offered a payment plan? _____Yes _____No
12) How much do you owe? (Grand total) $__________________
a. For your Electric _______________
b. For your Gas ______________
13) From what time frame? From __________Month _________Year to
__________Month ____________Year (it is ok to estimate)
14) How much have you paid: $________________
15) Did you try to make payment arrangements? Yes_____ No_____
16) Have you ever made payment arrangements before? Yes____ No___
17) How much are the payments? $_____________
every____ week _____month Other: Please explain:
18) Did you miss payments when you made the arrangements? Yes___ No___
19) When and how much was your last payment to your utility? For what time period?
20) Have you contacted any other agencies for assistance? _____LIHEAP _____Reach
Other: ______________________________________________________
Advise people to enroll in CARE,FERA or Medical Baseline and ask the utility if they can
make the customer retroactive.
Comments: