End Shut Offs Training Manual

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/
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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.
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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:
• 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:
• 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:
• Aerosol tents • Pressure pumps

• Apnea monitors • Pressure pads
• Hemodialysis machines • Compressors
• Kidney dialysis machines • Electric nerve stimulators
• Suction machines • Motorized wheelchairs
• IPPB machines • Iron lungs
• Electrostatic nebulizers • Respirators
• Ultrasonic nebulizers • Oxygen concentrators
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Qualifying Medical Conditions
Customers may also qualify for Medical Baseline if they need 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
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.
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What are the 5 Most Common Reasons for a High Bill?
The top five reasons for a high bill are:
1. Late or missed payments

2. Back billing
3. Estimated bills
4. Another tenant’s bill
5. 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:
• 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:
• 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:
• 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 non-
payment. 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?
• 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:

• Without notifying the customer prior to disconnecting service for non-
payment. 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:
¨ 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/tariffs-
rules.shtml
• San Diego Gas and Electric: http://www.sdge.com/rates-regulations/current-and-
effective-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
Income Eligibility
Household Size
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 Low-
Income Energy Office at: http://www.acf.hhs.gov/programs/ocs/resource/help-with-
paying-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 12-
month 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? • Hemiplegia – total or partial paralysis of one

side of the body
The Medical Baseline program helps people who
• Multiple sclerosis – a disease of the
have serious medical conditions and/or medical
nervous system that causes gradual loss of
equipment that makes it hard to afford your monthly
muscle control
bill. Customers who qualify for Medical Baseline can
• Scleroderma – an autoimmune, rheumatic,
get more of their gas and electricity at lower rates..
and chronic disease that affects the body by
How it works hardening connective tissue
• A compromised immune system
All customers get a standard “Baseline Allowance” • A life threatening illness
each month. The Baseline Allowance is a set amount
of electricity and natural gas for basic needs that is Qualifying medical devices
charged at the lowest rate. Medical Baseline
customers get an additional Medical Baseline • Aerosol tents
Allowance of approximately 500 kilowatt-hours of • Apnea monitors
electricity and/or 25 therms of gas at the lowest rate • Hemodialysis machines
each month. This can help you reduce energy costs. • Kidney dialysis machines
If the standard Medical Baseline Allowance does not • Suction machines
meet your household medical needs, you may ask for • IPPB machines
an additional Medical Baseline Allowance. • Electrostatic nebulizers
• Ultrasonic nebulizers
Who qualifies for Medical Baseline? • Pressure pumps
Anyone who lives in your home full-time can qualify • Pressure pads
for this program. Medical Baseline is based on • Compressors
medical condition and/or use of medical devices • Electric nerve stimulators
only, not on income. Your application must be filled • Motorized wheelchairs
out and signed by the account holder and a doctor • Iron lungs
must fill out and sign the Medical Baseline • Respirators
application.
• Oxygen concentrators
Qualifying medical conditions • Other equipment that uses electricity may
qualify
Customers who require permanent space heating or Medical devices that do NOT qualify
air conditioning due to conditions such as: • Whirlpool pumps
• heating pads
• Paraplegia - paralysis of the lower half of the
body including both legs • vaporizers
• Quadriplegia – paralysis of both arms and • humidifiers
both legs • pool or tank heaters
• saunas or hot tubs
How to Apply
Get more information and an application by SDG&E and SoCalGas will also extend this in-person
contacting your utility company: visit to customers known to be elderly (62 or older)
or who have a disability. You can make a payment
PG&E 1-‐800-‐743-‐5000 during this visit. Available payment options vary by
http://bit.ly/2b2bMXB utility company.
SCE 1-‐800-‐655-‐4555
http://on.sce.com/2b0vKos SoCalGas will additionally send a utility
SoCalGas 1-‐800-‐427-‐2200 representative to your home if you notify the utility
http://bit.ly/2b0vqpw (before the disconnection notice expires) that you
are unable to deliver payment in time to avoid the
SDG&E 1-‐800-‐411-‐7343
disconnection because of age or disability, so that
http://bit.ly/2bjHj4F
the representative can collect payment from you at
Frequently Asked Questions your home. The utility may also want to verify your
medical need.
What if my medical condition is not on
Where Can I Get Financial Assistance?
the list?
Call the Low-Income Home Energy Assistance
If you have a serious medical condition and/or use a Program (LIHEAP) at 1-866-675-6623 and apply for
medical device that increases your energy costs, but financial assistance. You can also call your utility and
is not listed above, you might still qualify for Medical ask them for information about other programs they
Baseline. Call your utility for more information. might offer.
Applications can be evaluated on a case-by-case
basis. Exercise Your Rights
Do I have to renew my application at any If you are denied service or assistance, you have the
time? right to file a complaint with the California Public
Utilities Commission at:
If you have a permanent disability certified by your https://appsssl.cpuc.ca.gov/cpucapplication/ or
doctor, you will need to self-certify your eligibility call 1-800-355-8876 for more information.
every two years.
However if you have an emergency call the CPUC
If you do not have a permanent disability, you will hotline at: 1-800-8876.
have to self-certify each year and will need a doctor’s
certification every two years. However, it is important that you first contact the
company to try to resolve any complaints.
Can a person on medical baseline be shut
off? If you believe people should not be shutoff you
can join our End Shutoffs Campaign by
Yes, under certain circumstances. However, if you contacting TURN – The Utility Reform Network.
are on Medical Baseline, life support, or self-certify to Contact Gabriela Sandoval at (415) 929-8876
your utility that you have a serious illness or ext. 367 or gsandoval@turn.org
condition that could become life threatening, your Visit our website at www.turn.org for more
utility (PG&E, SCE, SoCalGas, or SDG&E) is required information.
to make an in-person visit a few days before a shutoff
is scheduled or at the time of disconnection for non-
payment.
8-‐24-‐16
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 If you think your bill is wrong consider the following:
the shut off. The California Public Utilities Commission → Have you paid late or missed payments?
(CPUC) has consumer protections to help prevent
→ Do you think you have been overcharged?
disconnections.
→ Might your bill include usage from an earlier period
Your utility company can shut off your service or send of time, before the most recent billing period?
you a shut off notice:
→ Is your utility asking you to pay someone else’s bill?
→ If you do not pay your bill
→ Has your bill been estimated instead of being
→ If you do not follow through on payment calculated based on an actual meter read?
arrangements

→ If you make a payment with a bad check
Steps to Prevent a Shut Off
→ If you do not pay a deposit required by the utility
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
Utilities Must Send a Shut Off Notice SoCal Edison can offer customers in danger of a
Before your service is shut off, your Utility company shut off a payment plan that will allow you to
must notify you. continue receiving service while paying off your
→ Prior to disconnecting service for nonpayment, outstanding balance.

PG&E, Edison, SoCal Gas and SDG&E must send TIP: If there is a change in circumstances ( job loss,
a 15-day notice of termination (which may be illness, etc.), call your utility immediately to see if
combined with your regular bill) followed by a you can revise your payment plan.
48-hour notice, and must attempt to contact the
customer by phone or in person. → Don’t agree to a payment plan you can’t afford!
If you cannot afford the payment arrangement
→ You should also receive an explanation for the
initially offered by your utility, explain that and ask
proposed shut off and the options you have to
for more lenient terms so that you can successfully
prevent termination, such as payment
pay off your outstanding balance. When you agree
arrangements , and the phone number for the
to a payment plan and do not stick to it, the entire
California Public Utilities Commission (CPUC).
amount you owe immediately becomes due.
→ Your power cannot be shut off for nonpayment on
→ Be sure to alert your utility if you or someone in your
Saturdays, Sundays, legal holidays other days when
household would face serious health or safety risks
the utility’s public offices are closed.
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 ?
→ Call the utility company and try to make a payment
SDG&E 1-800-411-7343 arrangement.

SoCalGas 1-800-427-2200 → 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.
Medical Baseline or Special Medical Needs
→ Ask them to waive the deposit or allow you to pay it
If you are on Medical Baseline, Life Support, or self-certify
over several months (CARE and FERA customers have
to your utility that you have a serious illness or condition
specific rights regarding deposits, explained below).
that could become life threatening if your service is
disconnected, your utility (PG&E, SCE, SoCalGas, → Sign up for CARE, FERA or Medical Baseline.

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 New Deposit Rules
disconnection for non payment.
The utilities can require any residential customers to pay a
SDG&E and SoCalGas will also extend this in-person visit
deposit after being disconnected. Utilities can also require
to customers known to be elderly (62 or older) or with a customers who are not on CARE or FERA to pay a deposit
disability. You can make a payment during this visit. Utility for late payment of bills. In either case, the deposit is
practices vary regarding the available payment options. calculated at twice the average monthly bill. For CARE or

SoCalGas will additionally send a utility representative FERA customers:
to the home of a customer who notifies the utility (before → For deposits equal to or less than $150, customers
the disconnection notice expires) that she or he is unable should be offered up to three months to pay, and
to deliver payment in time to avoid the disconnection → For deposits greater than $150, customers should be
because of age or disability, so that the representative can offered up to six months to pay.
collect payment at the customer’s home. The utility may
also verify the customer’s need.
Exercise Your Rights

If you are denied service or assistance, you have the
right to file a complaint with the California Public

https://appsssl.cpuc.ca.gov/cpucapplication/ or call
1-800-355-8876 for more information.

However, it is important that you first contact the

company to try to resolve any complaints.
Become an Informed Consumer

Visit TURN at www.turn.or. Contact amontes@turn.org

06-014-16
¡Evite que le corten la electricidad o el gas!

Dejar las luces y el calentador prendidos

¿Recibió una nota amenazándolo con que le Razones para reclamar una factura elevada
van a cortar el servicio? Si usted cree que su factura está equivocada piense en
Si es así, usted tiene derechos que le pueden ayudar a lo siguiente:
evitarlo. La Comisión de Servicios Públicos de → ¿Pagó tarde o no pago alguna vez?
California (CPUC, por sus iniciales en inglés) protege al → ¿Cree que le han cobrado de más?
consumidor para ayudarle a evitar desconexiones.
→ ¿Está incluida en esta factura algún pago atrasado?
Su empresa de servicios públicos le puede amenazar → ¿Le están pidiendo pagar la factura de otra persona?
con cortarle el servicio o cortárselo:
→ ¿Le están cobrando un estimado en vez de la
→ Si no paga la factura. 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:
→ Acuerde un plan de pagos: llame cuanto antes a la
Las empresas de servicio públicos están empresa que le provee el servicio. PG&E, SDG&E,
obligadas a enviarle una nota avisándole SoCal Gas y SoCal Edison ofrecen planes de pago a
plazos para clientes que corren el riesgo de que les
La empresa de servicios públicos está obligada a
corten el servicio. Así pagará de a poquito sin que se
avisarle antes de cortar el servicio.
lo corten.
→ Antes de desconectar el servicio por no pagar, las CONSEJO: Si ha habido un cambio grande en su vida
empresas PG&E, Edison, SoCal Gas y SDG&E están (pérdida del trabajo, enfermedad, etc.),
obligadas a enviarle una carta avisándole que le comuníquese con ellos inmediatamente para revisar
cortarán el servicio en 15 días (esta carta podría su plan de pagos.
llegar junto a la factura), y a continuación otro aviso → ¡No acepte un plan de pagos que no se pueda
48 horas antes de tal fecha; también están obligadas permitir! Si cree que no puede cumplir con el plan
a intentar comunicarse con usted por teléfono o en de pagos que la empresa le ofrece inicialmente,
persona. dígaselo y pídales un plan de pago más suave para
→ Usted también tiene derecho a recibir una que le resulte más fácil pagar todo lo que debe. Si
explicación de por qué le van a cortar el servicio y las accede a un plan de pagos y luego no responde, le
diferentes opciones que tiene para evitarlo, como estarán reclamando de a una todo el dinero que
por ejemplo planes de pago a plazos; tambieen debe.
están obligadas a proveerle el número de teléfono → Si al cortarle el servicio alguien en su hogar correría
de la CPUC el riesgo de morir por razones de salud o seguridad,
→ No le pueden contar el servicio ni un sábado, ni un asegúrese de decírselo inmediatamente a la
domingo, ni días feriados, ni ningún día en que las empresa proveedora de servicio público. En estos
oficinas de la empresa estén cerradas. 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.
¿Y si ya le han cortado el servicio?
→ Llame a la empresa de servicios públicos y trate de

PG&E 1-800-743-5000 acordar un plan de pago a plazos
→ Le podrían pedir que pague de a una la mitad de la
SCE 1-800-655-4555 factura. Trate de negociar un primer pago que se
pueda permitir. No se olvide de que esa primera factura
SDG&E 1-800-411-7343
tendrá que pagar el primer mes de servicios además de

SoCalGas 1-800-427-2200 la cantidad atrasada.
→ Pídales que le perdonen el depósito o que le dejen
pagarlo a plazos durante varios meses (los clientes
Si usted está inscrito en el programa “Medical de los programas CARE y FERA tienen determinados
Baseline” derechos respecto a los depósitos, los cuales
explicamos más adelante)
Si es parte del programa ‘Medical Baseline’ o ‘Life Support’,
→ Inscríbase en los programas CARE o FERA.
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 Nuevas reglas respecto a los depósitos
podría poneren arriesgo en su vida, la empresa (PG&E, Las empresas de servicios públicos pueden solicitar un
SCE, SoCalGas, ó SDG&E) le visitará unos días antes o en depósito de cualquier cliente particular a quien le
la misma fecha de la fecha de la desconexión. SDG&E y cortaron el servicio en el pasado. A los clientes que no
SoCalGas en particular realizan estas visitas a todas las están inscritos en los programas CARE o FERA también
personas de 62 o más años de edad, y a personas con les puede pedir pagar un depósito por retrasarse con
algún tipo de discapacidad. El cliente puede pagar en el los pagos. En cualquiera de los dos casos, el depósito se
momento de la visita y los métodos de pago varían según calcula conforme al doble del promedio de una factura
la empresa. mensual. Para los clientes inscritos en los programas

SoCalGas en particular enviará (antes de la fecha de CARE y FERA:
desconexión que aparece en la carta) a un representante → Si el depósito que le piden es de $150 o menos, le
al hogar de aquellos clientes que le haga saber a la deben ofrecer hasta tres meses para pagarlo
empresa que no puede realizar el pago a tiempo porque
→ Si el depósito que le piden es más de $150, le deben
está enfermo por avanzada edad o algún tipo de
ofrecer hasta seis meses para pagarlo.
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 Reclame sus derechos
discapacidad. Si no quieren ayudarle está en su derecho de presentar

un reclamo con la CPUC en
https://appsssl.cpuc.ca.gov/cpucapplication/ ó llame 1-
800-355-8876 para mas información. Es importante que
se comunique con la empresa para tratar de resolver el
Sea un consumidor informado problema antes de presentar el reclamo.

Visite TURN www.turn.org y amontes@turn.org

06-14-16
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 To be eligible to receive a CARE discount your
more on your monthly electric and gas bills if you are a household income must meet certain guidelines, or
customer of a utility regulated by the CPUC. 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 You qualify for a CARE discount if anyone in your
fall within these guidelines. household is enrolled in:

HOUSEHOLD SIZE INCOME → Medicaid/Medi-Cal
→ Low Income Home Energy Assistance Program
1–2 members $32, 040 (LIHEAP)

3 members $40, 320 → Supplemental Security Income (SSI)

→ Federal Public Housing Assistance or Section 8
4 members $48,600
→ CalFresh, Food Stamps or Supplemental Nutrition
Each additional person Add $8,320 Assistance Program (SNAP)

Income guidelines are accurate through May 31, 2017 → 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
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 INCOME

1–2 members Not eligible

3 members $40, 321 - $50,400

4 members $48,601 - $60,750 Reduce your Monthly Bills

Each additional person Add $8,320 - $10,400 Sign up for CARE, FERA or ESAP by contacting your local
utility provider.
Income guidelines are accurate through May 31, 2017

Edison 866-675-6623
Energy Savings Assistance Program (ESAP)
PG&E 866-743-2273
ESAP provides no-cost energy-saving home improvements
and furnace and water heater repair or replacement SDG&E 800-411-7343

services for low-income households who meet the CARE
SoCal Gas 800-427-2200
guidelines. Energy-saving home improvements may include
attic insulation, weather-stripping, caulking, low-flow Alpine Natural Gas 209-772-3006
showerheads, water heater blankets, door and building
envelope repairs, energy efficient lighting, refrigerators, Bear Valley Electricity 800-808-2837
microwaves, and high-efficiency clothes washers, among
PacifiCorp 888-221-7070
other services. Renters and homeowners are eligible to

participate in ESAP. To request an application form and more Sierra Pacific Power Company 800-213-1053
information, please contact your energy utility company.
Southwest Gas 877-860-6020
Income Eligibility for ESAP
West Coast Gas 916-364-4100
You qualify for ESAP if your household size and income fall

HOUSEHOLD SIZE INCOME Exercise Your Rights
1–2 members $32, 040 right to file a complaint with the California Public

Utilities Commission at: https://appsssl.cpuc.ca.gov/
3 members $40, 321
cpucapplication/ or 1-800-355-8876.
4 members $48,600
However, it is important that you first contact the company
Each additional person Add $8,320 to try to resolve any complaints.

Income guidelines are accurate through May 31, 2017

Visit TURN at www.turn.org. Contact amontes@turn.org for more information.

06-13-16
¿Le cuesta pagar la factura de servicios públicos?

Reciba la ayuda que se merece.

Tarifas alternativas de energía de California ¿Quién reúne los requisitos para recibir este
(CARE, por sus iniciales en inglés) descuento CARE?
El programa CARE ofrece un descuento del 30 por Para usted poder recibir el descuento conforme al
ciento o más en las facturas mensuales de gas y programa CARE su hogar necesita reunir determinados
electricidad si usted es cliente de una empresa de requisitos en lo que se refiere a los ingresos familiares,
servicios públicos regulada por la CPUC. o tiene que estar inscrito en un programa de asistencia
pública.

Límite de ingresos familiares para inscribirse
en el programa CARE Programas que reúnen requisitos para
Usted reúne los requisitos para recibir este descuento descuento CARE
CARE en su hogar si el número de miembros de su Usted reúne los requisitos para CARE si alguien en
familia y sus ingresos se conforman a lo siguiente: su hogar pertenece a alguno de estos programas
(nombres en inglés):
TAMAÑO DEL HOGAR INGRESOS
→ Medicaid/Medi-Cal
1 ó 2 personas $32.040 → Low Income Home Energy Assistance Program

(LIHEAP)
3 personas $40,320
→ Supplemental Security Income (SSI)
4 personas $48,600
Cada persona adicional Añadir $8.320 → CalFresh, Food Stamps or Supplemental Nutrition

Estas cantidades límites son válidas hasta el 31 de mayo de 2017 Assistance Program (SNAP)
→ Women, Infants and Children Program (WIC)
to Kids (CalWORKs)
→ Tribal TANF
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

TAMAÑO HOGAR INGRESOS
Reducir las facturas mensuales Inscríbase en
1 ó 2 personas No se puede los programas CARE, FERA o ESAP comunicándose

3 personas $50,400 con su empresa de servicios públicos:

4 personas $60,750 Edison 866-675-6623

Cada persona adicional Añadir $10.450 PG&E 866-743-2273

Estas cantidades límites son válidas hasta el 31 de mayo de 2017 SDG&E 800-411-7343

SoCal Gas 800-427-2200
Programa de ayuda para ahorro energético
(ESAP, por sus iniciales en inglés) Alpine Natural Gas 209-772-3006
El programa ESAP ofrece impermeabilización gratuita en Bear Valley Electricity 800-808-2837
los hogares para propietarios de vivienda de bajos ingresos
y para inquilinos. Los servicios que se ofrecen incluyen PacifiCorp 888-221-7070
impermeabilización de áticos, refrigeradores y calderas
de bajo consumo eléctrico, sellado de ventanas y puertas, Sierra Pacific Power Company 800-213-1053
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 West Coast Gas 916-364-4100
ahorra dinero.

Límites de ingresos familiares para inscribirse Reclame sus derechos
en el programa ESAP Si no quieren ayudarle está en su derecho de presentar
Usted reúne los requisitos para inscribirse en el programa un reclamo con la CPUC en https://appsssl.cpuc.ca.gov/
ESAP si el número de miembros de su familia y sus ingresos cpucapplication/ ó 1-800-355-8876. Es importante que
atiende a las mismas pautas que el programa CARE. se comunique con la empresa para tratar de resolver el
problema antes de presentar el reclamo.

1 - 2 personas $32,040
Sea un consumidor informado
3 personas $40,321
Cada persona adicional Añadir $6,320 Visite TURN www.turn.org
Estas cantidades límites son válidas hasta el 31 de mayo de 2017

06-14-16
Filing a CPUC Complaint That Gets Results

Effective Tips for Smart Consumers

Reasons to File a Complaint at the CPUC Call the Company First
(California Public Utilities Commission) Before you file your complaint with the CPUC, make
o Your electricity or gas been shut off, or is being sure that you:
threatened with a shut off. → Make short notes for yourself.
o You receive a third party charge on your cell phone → Think about what you want the company to do
bill for something you never ordered. about your complaint.
o You are being charged for someone else’s electric → Call the company.
or gas bill. → If you need a translator, ask for one!
o You receive a back-bill from your utility company → Have a copy of your bill when you call.
going back more than three months.
→ Ask to speak to a Customer Service Representative.
o Your application for LifeLine, CARE, or other low–
income discount was denied. → If you have someone call for you, you need to be
there.
If your utility company or telecommunications provider
is unable to resolve your issue, it’s time to file a → If the customer services representative is not able to
complaint with the CPUC. The CPUC provides robust help you, ask to speak to a supervisor.
regulation for major utilities like PG&E, SCE, SoCal Gas → Take notes!
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)
Contacting the CPUC Elements of a CPUC Complaint
Once you have called the company and you are not able A successful complaint should include the following
to get your complaint resolved, you have several ways to information:
contact the CPUC. → Your name and the name the account is billed under.
PHONE 800 649-7570 → Your mailing address and phone number.
English and Spanish language.
→ 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.
is the best way to reach the CPUC. → The name of the company representative you spoke
with, if you have one.
ONLINE https://appsssl.cpuc.ca.gov/cpucapplication/
The most convenient way to file a complaint is to submit → A brief description of your complaint.
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 • Correspondence from the company.

Consumer Affairs Branch Following these steps will make your complaint more
505 Van Ness Ave. successful. If you leave information out, it will take longer to
San Francisco, CA 94102-3298 get your complaint resolved.
If you don’t have access to a computer and internet, please
mail your complaint to the CPUC.


Visit TURN at www.turn.org or contact amontes@turn.org

06-14-16
Cómo reclamar al CPUC para que dé resultados

Consejos eficaces para consumidores inteligentes

Razones por las que presentar un reclamo Llame primero a la empresa que le provee el
al CPUC (California Public Utilities servicio
Commission) Antes de presentar un reclamo con la CPUC, aségurese
o La han cortado la electricidad o el gas, o le de que:
amenazan con ello. → Tome notas breves.
o En su factura del teléfono móvil, una tercera → Piense en lo que quiere que haga la empresa
empresa le está cobrando por algo que nunca respecto al reclamo.
pidió. → Llame a la empresa.
o Le están cobrando la factura de electricidad o gas → Si necesita que alguien le traduzca al español,
de otra persona. ¡dígalo!
o Recibió una factura de su empresa de servicios → Tenga una copia de la factura a mano.
públicos en la que le cobran más de tres meses de
pagos atrasados. → Diga que quiere hablar con alguien encargado de
atención al cliente.
o Le denegaron su solicitud de inscripción en
LifeLine, CARE, u otro programa para familias de → Si le pide a alguien que llame por usted, asegúrese
bajos ingresos. de estar a la par.
o Your application for LifeLine, CARE, or other low– → Si la persona encargada de atención al cliente no
income discount was denied. le puede ayudar, diga que quiere hablar con un
supervisor.
Si la empresa de servicios públicos o
telecomunicaciones no le resuelve el problema, → ¡Tome nota de todo!

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). BILL

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)
Comunicarse con la CPUC Elementos de un reclamo a la CPUC
Una vez que ya haya llamado a la empresa y no haya podido Para que un reclamo llegue a buen fin debe incluir la
resolver su problema, tiene varias maneras de ponerse en siguiente información:
contacto con la CPUC. → Su nombre y el de la persona a quien envían las facturas.
TELÉFONO → Su dirección postal y su número de teléfono.
800 649-7570 (español e inglés)
→ El nombre de la empresa a la que le está reclamando.
Si le han cortado el servicio o corre peligro de que se lo
corten, o si tiene alguna otra urgencia, el teléfono es la → Su número de cuenta de servicios públicos.
mejor manera de comunicarse con la CPUC. → El nombre de la persona encargada de atención al
cliente con quien platicó, si lo tiene.
INTERNET
https://appsssl.cpuc.ca.gov/cpucapplication/ → Una descripción breve del reclamo.

→ Envíe copias de los siguientes importantes documentos:
La manera más práctica de presentar un reclamo es por el
Internet siempre que tenga acceso a una computadora y a • Copias de las facturas con las que está en
servicio de Internet. desacuerdo.
• Correspondencia que haya recibido de la empresa.
CORREO
California Public Utilities Commission Si sigue estos pasos, su reclamo tendrá más posibilidades
Consumer Affairs Branch de llegar a buen fin. Si no provee toda la información, se
505 Van Ness Ave. demorará en resolverse.
San Francisco, CA 94102-3298

Si no tiene acceso a una computadora ni servicio de

Internet, envíe su reclamo a la CPUC.

e
e

e

Visite TURN www.turn.org y amontes@turn.org

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 Entertaining Your Family
→ Air conditioning takes a lot of electricity to operate! → Turn off cable TV set-top boxes, computers,
Find your air leaks. Look at your windows, doors, monitors, and TVs when not in use.

electric outlets, and the fireplace and caulk or
→ Use electric power outlet strips to disconnect
weatherstrip them.
multiple devices when not in use. Cable TV set-top
→ Raising your air conditioning thermostat by 5º will boxes, computers, monitors, and TVs can draw
reduce your cooling costs by about 10%. power all the time, even when they are turned off.

→ Remember to turn off your air conditioning or raise
the thermostat when you leave the house. Preparing Food

→ Consider installing a programmable thermostat to → Fill your refrigerator with large water bottles and
help you control your air conditioner all day long. jugs to keep it full. A full refrigerator is easier to
keep cool than an empty one.

Keeping Your House Warm → When cooking, keep the lids on pots. Your food will
spend less time on the stove.
→ Avoid using portable electric heaters because
they can cost anywhere from 13¢ to 20¢ per hour, → Vacuum the coils on your refrigerator at least
depending on your local electric provider. Multiply every three months. The dirt build-up makes the
the total kilowatts (KW) for your heater by the price refrigerator work harder to keep the contents cool
per KWH of your electrical power. For example, a and therefore uses more energy.
1.5 KW heater at 20¢ per KWH costs 1.5 times 0.2,

which equals 30¢ per hour to operate.
Washing Clothes
→ Use electric blankets at night. They cost about 10¢ → Wash clothes in cold water instead of hot.
per night and keep your body warm. 90% of the energy a washing machine consumes

→ Leave the drapes open to capture the warm goes to heating the water.

sunshine during the day and close them in the → Make sure your dryer’s outside vent is clear and
evening to keep in that warmth. clean the lint filter after every load.

→ Turn off your heat when you leave your home. → Put a dry towel in the dryer with each load of wet

→ Consider installing a programmable thermostat to clothes. The towel will absorb dampness and
help you control your heating system all day long. reduce drying time.

→ Your water heater is the third highest energy → Hang your clothing on a clothesline to dry.
expense in your home. Try turning it down to 120°F. Good for the environment, good for the pocket
book, and you can’t beat the fresh smell.

Visit TURN at www.turn.org or email amontes@turn.org

06-14-16
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 → Apague el televisor, la cajita de conexión al cable, la
para funcionar! Busque por donde se escapa el aire. computadora y el monitor cuando no lo usa.
Inspeccione las ventanas, puertas, enchufes y la → Utilice extensiones con múltiples enchufes para
chimenea y séllelos con calafate o cinta aislante. desconectar varios aparatos cuando no los usa.
→ Si sube el termostato del aire acondicionado 5 grados, La cajita de conexión al cable, computadoras,
sus gastos para refrescar la casa se reducirán un 10 monitores y televisores consumen electricidad
por ciento. todo el tiempo, incluso cuando están apagados.
→ No se olvide de apagar el aire acondicionado o de
subir el termostato cuando sale de la casa. Cocinar
→ Piense en instalar un termostato programable para → Llene la refrigeradora con botellas y jarras de agua
tener control del aire acondicionado. 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
→ Evite el uso de calentadores eléctricos portátiles que la comida se cocina más rápido.
cuestan de 13 a 20 centavos a la hora, dependiendo → Pase la aspiradora a las espirales de detrás de la
de la empresa que le provee la electricidad. refrigeradora cada tres meses. La suciedad que se
Multiplique la cantidad de kilovatios que consume acumula ahí hace que la refrigeradora tenga que
su calentador por el precio del kilovatio por hora esforzarse más en enfriar las cosas y utilice más
(KWH) que paga por su electricidad. Por ejemplo, energía.
para un calentador de 1,5 kilovatios enchufado a
la electricidad que cuesta 20 centavos por hora, si Lavar la ropa
multiplica 1,5 por 0,20 son 30 centavos que está
pagando cada hora al usarlo. → Lave la ropa con agua fría en vez de caliente. El 90
por ciento de la energía que utiliza una lavadora es
→ Use cobijas eléctricas en la noche. Cuestan 10 para calentar el agua.
centavos por toda la noche y mantienen su cuerpo
caliente. → Asegúrese que el ventilador exterior de la secadora
no está obstruido y limpie las pelusas del filtro cada
→ Abra las cortinas de las ventanas durante el día para vez que la use.
que el sol caliente la casa, y ciérrelas durante la
noche para conservar el calor. → Ponga una toalla seca con la ropa húmeda al
secarla. La toalla absorberá la humedad y hará que
→ Apague el calentador al salir de la casa. la otra ropa se seque antes.
→ Piense en instalar un termostato programable para → Tienda la ropa en el exterior para secarla. Bueno
tener control del aire acondicionado. para el medioambiente, no cuesta nada de dinero y
→ La caldera para calentar agua supone el tercer mayor el olor a fresco es el mejor.
gasto energético de su casa. Reduzca la temperatura
a 120ºF.

Visite TURN www.turn.org o amontes@turn.org

06-14-16

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

Cómo presentar un reclamo
empresa proveedora de gas no pública para pagar menos Si no le dan lo que le prometieron, haga lo siguiente:

cada mes, estas son varias preguntas que un cliente 1. Llame a la empresa y dígales que quiere cancelar el
prudente debería hacer. contrato porque el vendedor no le dio la información
→ ¿Me podrían mostrar la ficha técnica y el contrato por correcta.
escrito? 2. Insista en que no le cobren la multa por terminar el
→ ¿Cuánto son los cargos mensuales, además de lo que contrato antes de tiempo.
cuesta el fuel? 3. Infórmeles de que va presentar una denuncia con la
→ ¿Cuánto tengo que pagar por el depósito inicial? ¿Hay CPUC.

algún tipo de tarifa de inscripción?
Reclame sus derechos
→ ¿Qué precio me garantizan por el fuel y cuánto dura mi
contrato? Si no quieren ayudarle está en su derecho de presentar
→ ¿Cuánto tendría que pagar si me mudo de casa o decido https://appsssl.cpuc.ca.gov/cpucapplication/ó 1-800-
terminar el contrato antes de lo prefijado? 355-8876. Es importante que se comunique con la

empresa para tratar de resolver el

Visite TURN www.turn.org o amontes@turn.org poblema antes de presentar el reclamo.

06-14-16
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) → You want monthly savings. Your believe that your
allows all residential customers to sign up for natural monthly gas bill will go down as a result of paying
gas service directly from a non-utility gas supplier. less for the fuel portion of your gas bill than you
Depending on whether you are a customer of PG&E, might pay as a utility customer.
SoCalGas or SDG&E, you can sign up to buy your → You value price protection. The fixed price for fuel
gas from one of 20–30 alternative gas suppliers, in your contract will protect you from potential
or continue to receive it from your regulated utility increases in the wholesale price of natural gas that
company. are passed along to other utility gas customers.
All residential gas bills are divided into a fuel charge → You like spreading the wealth. You are a customer
and a delivery charge. Non-utility gas suppliers are who appreciates supporting competitive
making phone calls and going door-to-door offering alternatives to traditional utility gas companies.
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 Reasons Not to Sign Up
alternative gas supplier, you still will be paying your → You worry about disappearing savings. Reductions
utility company the same charge as everyone else to in your monthly gas bill may disappear after your
deliver the fuel, maintain pipelines, and respond to contract ends because gas prices charged by non-
natural gas leaks. utility 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.

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.


• SoCalGas:

https://www.socalgas.com/for-your-
business/energy-market-services/gas-suppliers-

for-noncore-customers
• SDG&E:

https://www.sdge.com/sites/default/files/docum
Careful Consumers Ask Questions
ents/175085198/Core-CTA-List-2015-Rev 04-
If you are considering switching to non-utility gas supplier 2016.pdf?nid=903
in order to reduce your monthly gas bill, here are some
questions that careful consumers can ask. What to Do if You Have a Complaint
→ May I see your fact sheets and a copy of the contract in If you find that you are not getting the deal that you were
writing? promised, here are two things to do:
→ How much are the monthly customer charges, in 1. Call the company and tell them that you want to cancel
addition to the cost of gas? the agreement because the salesperson did NOT give
→ How much do I have to pay as a deposit or sign up fee of you the right information.
any kind? 2. Insist that they waive the termination fees.

→ What is the price for gas fuel that I am guaranteed and 3. Inform them that you are going to file a complaint with
how long is my contract? the California Public Utilities Commission.
→ How much is the early termination penalty if I move or
end my contract before the end of the term? Exercise Your Rights


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.

Visit TURN at www.turn.org or email amontes@turn.org

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, → Quiere ahorrar dinero cada mes. Cree que la
por sus iniciales en inglés) permite que los clientes factura mensual del gas se reducirá al pagar por el
particulares puedan solicitar servicio de gas natural de fuel menos de lo que pagaría como cliente de una
un proveedor privado y no de servicio público. Si usted empresa de servicios públicos.
es cliente de PG&E, SoCalGas ó SDG&E, ahora puede → Para usted la protección del precio es importante.
inscribirse con una de las 20 a 30 empresas alternativas Fijar el precio del fuel en el contrato que firme le
proveedoras de gas natural, o puede continuar protegerá de posibles subidas del precio de gas
comprándolo de la empresa de servicios públicos de natural en el mercado que a otros clientes de
toda la vida. servicios se les cargará.
Todas las facturas de gas de viviendas particulares se → Le gusta gastar su dinero en varios lugares
dividen en dos: el cobro del fuel y el cobro del diferentes. Como cliente valora el hecho de que
transporte o envío de ese fuel. Las empresas no existan varias alternativas que compitan con las
públicas proveedoras de gas natural están realizando empresas tradicionales proveedoras de servicios
llamadas telefónicas y visitando los hogares ofreciendo públicos como el gas.
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 Razones para no inscribirse
precio por enviarle el gas es el mismo para cualquier → Le preocupa que se le agoten los ahorros. Los
empresa, así como el cobro por el mantenimiento de descuentos en su factura mensual de gas podrían
las tuberías y por la reparación de escapes. 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:
• 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

Cómo presentar un reclamo
empresa proveedora de gas no pública para pagar menos Si no le dan lo que le prometieron, haga lo siguiente:

cada mes, estas son varias preguntas que un cliente 1. Llame a la empresa y dígales que quiere cancelar el
prudente debería hacer. contrato porque el vendedor no le dio la información
→ ¿Me podrían mostrar la ficha técnica y el contrato por correcta.
escrito? 2. Insista en que no le cobren la multa por terminar el
→ ¿Cuánto son los cargos mensuales, además de lo que contrato antes de tiempo.
cuesta el fuel? 3. Infórmeles de que va presentar una denuncia con la
→ ¿Cuánto tengo que pagar por el depósito inicial? ¿Hay CPUC.

algún tipo de tarifa de inscripción?
Reclame sus derechos
→ ¿Qué precio me garantizan por el fuel y cuánto dura mi
contrato? Si no quieren ayudarle está en su derecho de presentar
→ ¿Cuánto tendría que pagar si me mudo de casa o decido https://appsssl.cpuc.ca.gov/cpucapplication/ó 1-800-
terminar el contrato antes de lo prefijado? 355-8876. Es importante que se comunique con la

empresa para tratar de resolver el

Visite TURN www.turn.org o amontes@turn.org poblema antes de presentar el reclamo.

06-14-16
Big Protections for Small Businesses
Best Kept Secrets
Back-Billing Protections Deposit Protections
Small business customers are protected from being When small business customers are required by utility
back-billed for more than three months by their utility companies to provide a deposit to start, or continue
company due to revised back-billing tariffs adopted by service, the maximum deposit has been reduced to twice
the California Public Utilities Commission (CPUC) in their average monthly bill from twice their maximum
October 2010. Prior to that small businesses could be monthly bill according to CPUC rules adopted in October
back-billed for up to three years. This represents a 90% 2010. This can be a significant decrease for deposits
reduction in back-billing liability from 36 to 3 months. since most businesses experience peak energy usage
Back-billing is the practice of retroactively billing for only a few months out of a year.
undercharged amounts due to meter and billing errors The rules actually require the utility to provide small
by your utility. Billing errors can include incorrect meter business customers with a letter after the first late
reads, clerical errors, incorrect billing calculations and payment which warns the customer that the utility may
wrong daily billing factor, among other things. require a deposit if the customer pays late again within
the same twelve-month period.
Reasons to Protect Small Businesses
The CPUC expanded these protections in response to Qualifications for Protection
years of complaints from small businesses, consumer Small business customers are protected by CPUC
advocates, and elected officials. Small businesses back-billing and deposit rules if they meet one of the
being hit with three years of bills amounting to following criteria.
tens of thousands of dollars due to utility billing → Use that 40,000 kilowatt-hours a year, or less than
errors were threatened with disconnection and 20 kilowatts at a time.
going out of business. Surprising small businesses
with unexpectedly large deposit requirements was → Use fewer than 10,000 therms of natural gas a year.
hindering growth and success. → Record annual gross receipts of $2,500,000 or less
Small businesses are much like residential customers over the previous three years.
because they don’t have access to resources and → Are a manufacturer with 25 or fewer employees.
financing available to larger corporations. Many
struggle to survive on a month-to-month basis. That is Exercise Your Rights
why the new back-billing and deposit rules adopted for
If you think your utility company has back-billed you,
small business are the same that apply to residential
or overcharged you for a deposit, call your utility
customers.
and try to resolve the problem with them directly. If
you are denied service or assistance, you have the
Utilities Commission at: https://appsssl.cpuc.ca.gov/
cpucapplication/ or 1-800-355-8876.
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 ¿Quién reúne los requisitos para recibir este
(CARE, por sus iniciales en inglés) descuento CARE?
El programa CARE ofrece un descuento del 30 por Para usted poder recibir el descuento conforme al
ciento o más en las facturas mensuales de gas y programa CARE su hogar necesita reunir determinados
electricidad si usted es cliente de una empresa de requisitos en lo que se refiere a los ingresos familiares,
servicios públicos regulada por la CPUC. o tiene que estar inscrito en un programa de asistencia
pública.

Límite de ingresos familiares para inscribirse
en el programa CARE Programas que reúnen requisitos para
Usted reúne los requisitos para recibir este descuento descuento CARE
CARE en su hogar si el número de miembros de su Usted reúne los requisitos para CARE si alguien en
familia y sus ingresos se conforman a lo siguiente: su hogar pertenece a alguno de estos programas
(nombres en inglés):
TAMAÑO DEL HOGAR INGRESOS
→ Medicaid/Medi-Cal
1 ó 2 personas $32.040 → Low Income Home Energy Assistance Program

(LIHEAP)
3 personas $40,320
→ Supplemental Security Income (SSI)
4 personas $48,600
Cada persona adicional Añadir $8.320 → CalFresh, Food Stamps or Supplemental Nutrition

Estas cantidades límites son válidas hasta el 31 de mayo de 2017 Assistance Program (SNAP)
→ Women, Infants and Children Program (WIC)
to Kids (CalWORKs)
→ Tribal TANF
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

Reducir las facturas mensuales Inscríbase en
1 ó 2 personas No se puede los programas CARE, FERA o ESAP comunicándose

3 personas $50,400 con su empresa de servicios públicos:

4 personas $60,750 Edison 866-675-6623

Cada persona adicional Añadir $10.450 PG&E 866-743-2273

Estas cantidades límites son válidas hasta el 31 de mayo de 2017 SDG&E 800-411-7343

SoCal Gas 800-427-2200
Programa de ayuda para ahorro energético
(ESAP, por sus iniciales en inglés) Alpine Natural Gas 209-772-3006
El programa ESAP ofrece impermeabilización gratuita en Bear Valley Electricity 800-808-2837
los hogares para propietarios de vivienda de bajos ingresos
y para inquilinos. Los servicios que se ofrecen incluyen PacifiCorp 888-221-7070
impermeabilización de áticos, refrigeradores y calderas
de bajo consumo eléctrico, sellado de ventanas y puertas, Sierra Pacific Power Company 800-213-1053
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 West Coast Gas 916-364-4100
ahorra dinero.

Límites de ingresos familiares para inscribirse Reclame sus derechos
en el programa ESAP Si no quieren ayudarle está en su derecho de presentar
Usted reúne los requisitos para inscribirse en el programa un reclamo con la CPUC en https://appsssl.cpuc.ca.gov/
ESAP si el número de miembros de su familia y sus ingresos cpucapplication/ ó 1-800-355-8876. Es importante que
atiende a las mismas pautas que el programa CARE. se comunique con la empresa para tratar de resolver el
problema antes de presentar el reclamo.

1 - 2 personas $32,040
3 personas $40,321
Cada persona adicional Añadir $6,320 Visite TURN www.turn.org
Estas cantidades límites son válidas hasta el 31 de mayo de 2017

06-14-16
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:

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The Utility Reform

Know Your Rights

This manual was updated

TURN DESCRIPTION .................................................................................................................... 3

UNIVERSAL UTILITY SERVICE AS A BASIC RIGHT ........................................................................... 5

UTILITY COMPANIES IN CALIFORNIA ............................................................................................ 9

CONSUMER PROTECTIONS ........................................................................................................ 15

CPUC PUBLIC PURPOSE PROGRAMS .......................................................................................... 20

This manual and additional attachments can be found online at

The mission of TURN–The Utility Reform Network is to:

1) Represent the interests of residential and small business utility and

PolicyVoice is a TURN network of grassroots organizations that has educated and

Know Your Rights Training Manual

Universal Utility Service as a Basic Right

We approach our work from a “green affordability” framework. Climate policy in

Health Impacts of Utilities Shutoffs

Addressing the Health Impacts of Utility Disconnections is a TURN research, documentation

Monthly Bill Discounts

Who Qualifies for Medical Baseline?

Qualifying Medical Devices

• Aerosol tents • Pressure pumps

Qualifying Medical Conditions

Shutoffs and Medical Baseline

Vulnerable Households That Do Not Quality For Medical Baseline

Utility Companies in California

The second category includes municipal utilities, or more broadly, “publicaly-owned

The Role of the California Public Utilities Commission

The California Public Utilities Commission (CPUC) is a state agency created by

The Commission is comprised of a five-member board including the President of the

What are the 5 Most Common Reasons for a High Bill?

The top five reasons for a high bill are:

1. Late or missed payments

1. Late or Missed Payments

Unauthorized use could be due to an unauthorized connection, for example, an

utility for a deposit payment plan if needed.

5. Paying Another Tenant’s Bill

Smart Meter Shutoffs

Avoiding Power Shutoffs

• Does not pay their bill

What if the Person is on Medical Baseline?

What if the customer has already been shut off?

• Call the utility company and try to make a payment arrangement.

The utility company may not shut off a customer’s service:

Third Party Notification

Avoiding a Shutoff During a Billing Dispute

How to Help Someone with a Shutoff

¨ The account holder’s name.

What if it is a Previous Tenant’s Utility Bill?

What if the Landlord Did Not Pay the Utility Bill?

Payments Should Be Affordable

Setting Up A Payment Plan

• The customer calls the utility company.

If the Customer Requests An Extension On A Payment Plan

What Should A Customer NOT Pay?

Understanding Usage Comparison

Important Rules to Know

• Application for Service

Go to the following websites and click on Electric or Gas tariffs at:

• Pacific Gas and Electric: http://www.pge.com/tariffs/

CPUC Public Purpose Programs

California Alternate Rates for Energy (CARE)

The Family Electric Rate Assistance Program (FERA)

Energy Savings Assistance Program (ESAP)

ESAP Income Guidelines

Name: First_____Last _

Is this the name of the account holder? Yes No