How much notice do I get before disconnection for non-payment?

The utility must follow specific notice procedures before disconnecting service for non-payment.

Basic notice requirements

• Shut-off notice mailed: At least 15 days before disconnection can happen
• Door hanger placed: States the specific date disconnection may occur
• Disconnection window: Within 10 days after the door hanger date
• No Friday/holiday disconnections: Service will not be disconnected on Fridays or days before holidays

Example timeline

• Bill mailed: Monthly, for the prior month’s service
• 4th Monday of the month: Payment due
• Day after the due date: Account becomes delinquent if not paid
• 25 days after the due date: Utility may mail shut-off notice
• 15 days after shut-off notice: Earliest disconnection possible
• Door hanger: Placed before disconnection. Service may be disconnected within 10 days after the door hanger date

What the shut-off notice includes

• Date when service may be disconnected
• Why you’re being disconnected (non-payment)
• What you need to do to prevent disconnection
• Contact information
• Your right to file a complaint with the RCA

If you don’t visit your property regularly

If the utility believes you may not be visiting the property regularly, they may send a first-class letter at least 5 working days before disconnection instead of placing a door hanger.

When service will NOT be disconnected

• If you’re following an approved payment plan
• If you disputed a charge and the dispute is still under investigation (though you must still pay any undisputed amounts)
• On Fridays or days before holidays

Additional time for special circumstances

If your home is occupied by someone who is seriously ill, elderly, handicapped, or dependent on life support systems:

• You may receive an additional 30-day extension
• If the utility is notified after the shut-off notice is sent, you’ll receive a 15-day extension

For more information, see Can I get extended time to pay if someone in my home is seriously ill?

If the utility doesn’t disconnect within the 10-day window

If service is not disconnected within 10 working days after the door hanger date, that notice becomes void. The utility must then place a new door hanger and wait at least 48 hours before disconnecting.

Chronic delinquency

If a shut-off notice is posted more than once during a calendar year, you’ll be charged a chronic delinquency fee.

Tariff Reference: Section W-025-C, Section W-008-B, Section W-027.17, Section W-025-E