Utilities: prevent shutoff
Medical and hardship protections for electric, gas, and water
Who to call
The customer-service number on the utility bill.
Before you call
- Have the account number or the service address
- Know whether anyone in the home depends on powered medical equipment
- Know if any bills are already past due
What to say
“I'm calling about the account at [address]. The account holder is hospitalized and the family is taking over the bills. I want to make sure service isn't interrupted while we get organized. Can you tell me the account's current status?”
“Given the medical situation, can you place a hold on any disconnection? Do you have a medical-protection program or a payment plan we can set up today?”
Good to know
- Most states require utilities to delay shutoff for medical hardship — the phrase to use is "medical certificate" or "medical protection".
- If someone in the home uses oxygen, a CPAP, or other powered equipment, say so — that usually triggers stronger protections.
- Utilities routinely set up payment plans; the key is calling before a shutoff notice matures.
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