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Your basic rights
For regulated utilities (most investor-owned electric and gas companies), state rules usually require:
- Written notice before disconnection, commonly 10–15 days in advance
- Information about payment plans, assistance, and how to dispute the bill
- Limits on when shutoffs can happen (often not on weekends, holidays, or late in the day)
- A chance to enter a payment agreement
Municipal utilities and rural electric cooperatives may follow different rules—check your local policy.
Common protections
| Protection | How it typically works |
|---|---|
| Winter moratorium | No disconnection of heating-related service during set winter months or when temperatures are forecast below a threshold |
| Extreme heat | Some states bar shutoffs during heat advisories or above set temperatures |
| Medical certificate | Delays shutoff when a household member has a serious illness or needs life-support equipment |
| Older adults and people with disabilities | Extra notice or protections in some states |
| Households with infants | Extra protections in some states |
| Pending assistance | Many utilities hold disconnection while a LIHEAP or hardship application is pending |
| Payment agreements | Required offers of installment plans for past-due balances |
What to do when you get a shutoff notice
- Call the utility immediately. Ask for a payment agreement, and whether you qualify for medical, seasonal, or senior protections.
- Apply for LIHEAP crisis assistance and other hardship funds. See utility bill assistance.
- Get a medical certificate if someone in the home has a serious health condition.
- Dispute billing errors in writing; many states bar shutoff for the disputed amount while the dispute is pending.
- Contact your state public utility commission consumer division if the utility won’t work with you.
Renters and master-metered buildings
If your landlord is responsible for utilities and falls behind, many states require the utility to notify tenants and allow them to keep service by paying current charges, and to deduct those payments from rent. A landlord who deliberately cuts service to force you out is committing an illegal eviction. See illegal lockouts and utility shutoffs.
Water shutoffs
Water utilities are often municipal and follow local rules. Some states and cities have adopted shutoff protections or affordability programs. See water and sewer bill help.
Sample call script for a shutoff notice
“Hi, I received a disconnection notice for account number ____. I want to keep my service on. Can you tell me the amount needed to avoid disconnection, and what payment plans you offer? Someone in my home has [a medical condition / is over 65 / is an infant]—what protections apply? I’ve applied for energy assistance on [date]; can you place a hold while it’s processed?”
Write down the representative’s name, date, and what was agreed, and ask for written confirmation.
Medical certificates: how to use them
- Ask the utility for its medical certificate form (or requirements).
- Have a doctor, nurse practitioner, or other qualified professional complete it.
- Submit it quickly—often before the shutoff date.
- Note when it expires and whether it can be renewed.
- Use the time to arrange assistance and a payment plan.
Deferred payment agreements
Many regulated utilities must offer installment plans for past-due balances, often requiring a down payment and monthly installments on top of current bills. If you can’t afford the offered plan, ask for a longer term, and ask the state utility commission how to request a review.
Complaints to your state utility commission
If the utility won’t work with you or you believe it violated shutoff rules, file an informal complaint with your state public utility commission’s consumer affairs division. Many commissions can order the utility to hold off on disconnection while they review the complaint.
Protections for tenants in master-metered buildings
When a landlord fails to pay for building-wide utilities, several states require utilities to post notices and give tenants an opportunity to keep service by paying current charges. Tenants may then deduct payments from rent. Contact the utility and legal aid right away if you see a notice on your building.
Frequently asked questions
Can my utility shut off my power in winter?
Many states prohibit or limit disconnections during winter months or when temperatures fall below a set threshold, especially for residential heating customers. Some also protect against shutoffs during extreme heat. Rules vary by state and sometimes don’t cover all utilities (like municipal utilities or co-ops).
How does a medical certificate work?
In most states, a doctor or other qualified professional can certify that a shutoff would be dangerous to a household member’s health. This usually delays disconnection for a set period (often 30 to 60 days, sometimes renewable) while you arrange payment. You still owe the bill.
What if my service has already been disconnected?
Call the utility right away and ask what’s needed to reconnect—often a partial payment and a payment agreement. Apply for LIHEAP crisis assistance and tell them service is off. If a medical condition is involved, submit a medical certificate.
Sources and verification
Use these sources to check program rules. Funding, openings, and local procedures must be confirmed with the agency handling your application.
Update note (2026-10-01): Replaced a missing source link with an official program page or governing regulation. This was a source-link update, not a complete review of every claim.
- LIHEAP Clearinghouse: disconnection policiesLIHEAP Clearinghouse
- Help with energy billsUSAGov
- State Regulatory CommissionsNational Association of Regulatory Utility Commissioners
Found a changed rule or a broken link? Report a correction for this guide.