Many programs help people pay electric, gas, and water bills.

Click here for a helpful brochure from Legal Aid on utility problems.

Click here for a Spanish version of the brochure.

The Public Utilities Commission of Ohio (PUCO) oversees companies and makes sure Ohioans have access to safe and reliable utilities. Common utility services include electric, natural gas, telephone, water and waste. As a utility user, you have certain rights and protections against having your service shut-off by utility providers that are regulated by PUCO.

However, not all utility companies are regulated by PUCO. For example, some municipal utility providers like Cleveland Public Power and Cleveland Water Department are not PUCO regulated utilities. To find a list of companies that are regulated by PUCO go to www.puco.ohio.gov.

If you are unable to pay your utility bill, PUCO regulated companies must send you a shut-off notice at least 14 days before the disconnection. Utility companies are allowed to shut off services year-round. However, if an electric or natural gas utility company plans to shut off service during the winter months, between November 1 and April 15, the company must give you an extra 10 day shut-off notice in addition to the 14-day notice. Utility companies must also offer you a payment plan option to help you keep your services connected.

If a member of your household has a medical condition where shutting off the utility service would be dangerous to their health, you may qualify for a medical certification. The medical certification will delay a shut-off (or in some cases allow you to get your service turned back on) for an additional 30 days. For more information on medical certifications, you can call your utility company or visit the Office of the Ohio Consumer’s Counsel website, at www.occ.ohio.gov (search “medical certification”).

There are also programs like the Winter Reconnect Order, the Summer Program, and the Home Energy Assistance Program, which help people who are having trouble paying their utility bills and may be at risk of utility shut-off. To find out more about these programs, call (800) 282-0880 or see the Legal Aid Brochure: “Utility Problems?” at https://lasclev.org/utility-problems/.

If you are having problems with a utility provider, you may submit an informal complaint to PUCO. There are four ways to contact PUCO with a complaint:

1. Fill out the online complaint form located at www.puco.ohio.gov (under the “Contact Us” tab).
2. Call the PUCO Call Center at (800) 686-7826.
3. Fax your complaint to (614) 752-8351.
4. Mail your complaint to:
   Public Utilities Commission of Ohio
   Attn: IAD
   180 Broad Street
   Columbus, Ohio 43215-3793

If PUCO determines that they are not able to solve your problem or you are unhappy with the outcome, you may file a formal complaint with PUCO by calling (800) 686-7826. If you decide to file a formal complaint, PUCO will open an administrative law case, which will be similar to a court case.

Legal Aid assists consumers in some utility cases. To apply for help from Legal Aid with a utility related problem, call (888)-817-3777, or visit a neighborhood Brief Advice Clinic (see the schedule at www.lasclev.org).

This article was written by Erin Przybylinski and appeared in The Alert: Volume 33, Issue 3. Click here to read a full PDF of this issue! 

Stay Connected with Lifeline – Telephone Discount Program!

The Public Utilities Commission of Ohio (PUCO) urges qualifying low-income residents to apply for Lifeline Telephone Assistance. Lifeline Assistance makes basic local telephone service more affordable for income-eligible families across Ohio. Those who qualify could receive discounts for monthly telephone bills and/or installation costs of telephone service. And now, some wireless companies offer Lifeline discounts.

Am I eligible?

You may qualify for Lifeline if your household income is at or below 150 percent of the federal poverty guidelines or if you participate in one of the following programs:

• Medicaid
• Supplemental Nutrition Assistance Program (SNAP)/ Food Stamps
• Supplemental Security Income (SSI)
• Federal Public Housing Assistance/Section 8
• Temporary Assistance for Needy Families (TANF) /Ohio Works First
• National School Free Lunch Program
• Low Income Home Energy Assistance Program (LIHEAP)

A Lifeline eligibility pre-screening tool is available at www.lifelinesupport.org.

Are there any restrictions?

Lifeline benefits may be applied to only one type of service – landline or wireless – and are limited to one line per household. Customers receiving lifeline benefits must also re-verify their eligibility annually. Other restrictions may apply.

What are the benefits? How do I apply?

Eligible low-income customers receive a monthly discount of $9.25 on basic local landline telephone service, waiver of installation charges, waiver of deposit fees, optional toll blocking at no charge and optional 900/976 blocking at no charge. Wireless carrier plans also include a $9.25 monthly discount for qualified customers. Contact your local landline or wireless phone company at the numbers listed on this info sheet (click here) and ask to apply for Lifeline.

If you have any questions or have a complaint about Lifeline, please contact the PUCO at (800) 686-7826.

Numerous programs help make utilities such as electricity, gas, water and telephone more affordable for consumers. Listed below are several such programs along with information about who is eligible and how to apply.

Gas and Electric Service

In the summer, if you are 60 or more years old, you may qualify to receive $250 for an air conditioner and/ or utility assistance. Adults under 60 may qualify if you received a disconnection notice and you have a documented medical condition.

In the winter, emergency assistance is also available when households are threatened with disconnection or have less than a 10-day supply of bulk fuel in their tank.

The regular Home Energy Assistance Program (HEAP) for low-income consumers and the Percent of Income Payment Plan Plus provide year-round financial assistance to qualifying consumers. You may qualify for a one-time payment toward your gas bill and a payment plan based on your income on both your gas and electric bills. If you are already enrolled in PIPP and HEAP, you must continue to make monthly payments in order to remain eligible again next year.

For more information or to apply, contact the agency in the county where you live:

• Ashtabula County – Ashtabula County Community Action Agency, Inc (440.997.5957), www.accaa.org
• Cuyahoga County – Cleveland Housing Network (216.518.4014, or for seniors over 60 or anyone physically disabled call 216.774.2351 to schedule an in-home appointment), http://www.chnnet. com/electric-gas-bulk-fuel-water-assistance.aspx; Council for Economic Opportunities in Greater Cleveland (216.696.9077), www.ceogc.org.
• Geauga County – Geauga Community Action, Inc. (440.285.9141)
• Lake County – Lifeline For Empowerment and Development of Consumers (440.354.2148), www.lclifeline.org
• Lorain County – Lorain County Community Action Agency, Inc. (440.245.2009)

Water Service

Customers of the Cleveland Water Department may be eligible for the Water Affordability Program, which provides a 40% discount to qualifying households. You must be the homeowner, live in the home, and meet income guidelines to qualify. You can call Cleveland Housing Network at 216-774-2386 to apply or download an application at: http://www.chnnet.com/electric-gas-bulk-fuel-water-assistance.aspx

Water Department customers who are 65 years or older, or who are totally and permanently disabled, may qualify for the Homestead Program. Call the Cleveland Water Department Customer Service Department at 216-664- 3130 to apply or download the application at http://www.clevelandwater.com/Resident/discountprograms.aspx.

Telephone Service

Residents of Ohio who have income at or below 150% of the federal poverty guidelines or who participate in programs such as Medicaid, public housing, HEAP, free school lunch, food stamps, SSI, or Ohio Works First, may qualify for discounted landline and cell phone service.

The Lifeline Ohio program offered to AT&T customers provides eligible customers a $12.50 per month credit on their landline telephone bills, as well as benefits such as free line connection and payment plans on outstanding balances. Call 1-800-335-8721 to sign up (TTY users call 1-800-980-4889). See http://www.att.com/gen/general?pid=10252 for more information.

SafeLink Wireless provides qualified applicants a free phone and a choice of three monthly minute plans without a contract or bill. Additional minutes can be purchased with a TracFone card. You can apply by calling 1-800-Safelink or online at: https://www.safelinkwireless.com/Safelink/program_info/faq/ohio.

Important Consumer News about Telephone Service

Telephone companies in parts of Ohio are attempting to discontinue landline phone service to customers or require that customers bundle landline service with other services. Senate Bill 271 which passed the Ohio Senate in February 2012 is now being considered by the Ohio House of Representatives. The phone companies say that by eliminating landline service they will have more resources to concentrate on other services customers want. The consequence may be that currently affordable landline service for seniors and low-income customers will not be available as early as 2014.

This FAQ was written by John Kirn, Esq. and Anne Sweeney, Esq. and appeared as a story in Volume 28, Issue  2 of “The Alert” – a newsletter for seniors published by Legal Aid. Click here to read the full issue.