Know Your Rights Training Manual - · PDF fileKnow Your Rights Training Manual A Guide to...

Know Your Rights Training Manual

A Guide to Keeping the Lights On

The Utility Reform Network

785 Market Street, 14th floor San Francisco, CA 94103

(415) 929-8876 www.turn.org

Funded by the California Endowment

This manual was updated

August 24, 2016

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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

http://www.turn.org/policyvoice/trainings/

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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 • Apnea monitors • Hemodialysis machines • Kidney dialysis machines • Suction machines • IPPB machines • Electrostatic nebulizers • Ultrasonic nebulizers

• Pressure pumps • Pressure pads • Compressors • Electric nerve stimulators • Motorized wheelchairs • Iron lungs • Respirators • 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

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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.

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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

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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).

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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.

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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:

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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.

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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

Household Size Income Eligibility

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.

23

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

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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.

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(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.

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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

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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?

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APPENDICES

FACT SHEETS

Have the Energy You Need to Protect Your Health?

Medical Baseline Facts

What is Medical Baseline?

The Medical Baseline program helps people who have serious medical conditions and/or medical equipment that makes it hard to afford your monthly bill. Customers who qualify for Medical Baseline can get more of their gas and electricity at lower rates..

How it works

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 you reduce energy costs.

If the standard Medical Baseline Allowance does not meet your household medical needs, you may ask for an additional Medical Baseline Allowance.

Who qualifies for Medical Baseline?

Anyone who lives in your home full-time can qualify for this program. Medical Baseline is based on medical condition and/or use of medical devices only, not on income. Your application must be filled out and signed by the account holder and a doctor must fill out and sign the Medical Baseline application.

Qualifying medical conditions

Customers who require 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

Qualifying medical devices

• Aerosol tents • Apnea monitors

• Hemodialysis machines • Kidney dialysis machines

• Suction machines • IPPB machines

• Electrostatic nebulizers • Ultrasonic nebulizers

• Pressure pumps

• Pressure pads • Compressors

• Electric nerve stimulators • Motorized wheelchairs

• Iron lungs • Respirators

• Oxygen concentrators • Other equipment that uses electricity may

qualify Medical devices that do NOT qualify

• Whirlpool pumps • heating pads

• vaporizers • humidifiers

• pool or tank heaters • saunas or hot tubs

How to Apply

Get more information and an application by contacting your utility company: PG&E 1-‐800-‐743-‐5000 http://bit.ly/2b2bMXB SCE 1-‐800-‐655-‐4555 http://on.sce.com/2b0vKos SoCalGas 1-‐800-‐427-‐2200 http://bit.ly/2b0vqpw SDG&E 1-‐800-‐411-‐7343 http://bit.ly/2bjHj4F

Frequently Asked Questions

What if my medical condition is not on the list?

If you have a serious medical condition and/or use a medical device that increases your energy costs, but is not listed above, you might still qualify for Medical Baseline. Call your utility for more information. Applications can be evaluated on a case-by-case basis.

Do I have to renew my application at any time?

If you have a permanent disability certified by your doctor, you will need to self-certify your eligibility every two years. If you do not have a permanent disability, you will have to self-certify each year and will need a doctor’s certification every two years.

Can a person on medical baseline be shut off?

Yes, under certain circumstances. However, if you are on Medical Baseline, life support, or self-certify to your utility that you have a serious illness or condition that could become life threatening, your utility (PG&E, SCE, SoCalGas, or SDG&E) 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. You can make a payment during this visit. Available payment options vary by utility company.

SoCalGas will additionally send a utility representative to your home if you notify the utility (before the disconnection notice expires) that you are unable to deliver payment in time to avoid the disconnection because of age or disability, so that the representative can collect payment from you at your home. The utility may also want to verify your medical need.

Where Can I Get Financial Assistance?

Call the Low-Income Home Energy Assistance Program (LIHEAP) 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.

Exercise Your Rights

If you are denied service or assistance, you have the right to file a complaint with the California Public Utilities Commission at: https://appsssl.cpuc.ca.gov/cpucapplication/ or call 1-800-355-8876 for more information. However if you have an emergency call the CPUC hotline at: 1-800-8876. However, it is important that you first contact the company to try to resolve any complaints. If you believe people should not be shutoff you can join our End Shutoffs Campaign by contacting TURN – The Utility Reform Network. Contact Gabriela Sandoval at (415) 929-8876 ext. 367 or [email protected] Visit our website at www.turn.org for more information.

8-‐24-‐16

Avoid Electric or Gas Shut Offs! Keeping Your Lights and Heat On

Did You Get a Shut Off Notice? If so, you have certain rights that may help you prevent the shut off. The California Public Utilities Commission (CPUC) has consumer protections to help prevent disconnections.

Your utility company can shut off your service or send you a shut off notice:

→ If you do not pay your bill

→ If you do not follow through on payment arrangements

→ If you make a payment with a bad check

→ If you do not pay a deposit required by the utility

Utilities Must Send a Shut Off Notice Before your service is shut off, your Utility company must notify you.

→ Prior to disconnecting service for nonpayment, PG&E, Edison, SoCal Gas and SDG&E must send a 15-day notice of termination (which may be combined with your regular bill) followed by a 48-hour notice, and must attempt to contact the customer by phone or in person.

→ You should also receive an explanation for the proposed shut off and the options you have to prevent termination, such as payment arrangements , and the phone number for the California Public Utilities Commission (CPUC).

→ Your power cannot be shut off for nonpayment on Saturdays, Sundays, legal holidays other days when the utility’s public offices are closed.

Reasons to Challenge a High Bill If you think your bill is wrong consider the following:

→ Have you paid late or missed payments?

→ 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 instead of being calculated based on an actual meter read?

Steps to Prevent a Shut Off 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 SoCal Edison can offer customers in danger of a shut off a payment plan that will allow you to continue receiving service while paying off your outstanding balance.

TIP: If there is a change in circumstances ( job loss, illness, etc.), call your utility immediately to see if you can revise your payment plan.

→ Don’t agree to a payment plan you can’t afford! If you cannot afford the payment arrangement initially offered by your utility, explain that and ask for more lenient terms so that you can successfully pay off your outstanding balance. When you agree to a payment plan and do not stick to it, the entire amount you owe immediately becomes due.

→ Be sure to alert your utility if you or someone in your household would face serious health or safety risks 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

SDG&E 1-800-411-7343

SoCalGas 1-800-427-2200

Medical Baseline or Special Medical Needs If you are on Medical Baseline, Life Support, or self-certify to your utility that you have a serious illness or condition that could become life threatening if your service is disconnected, your utility (PG&E, SCE, SoCalGas, 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 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 with a disability. You 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 age or disability, so that the representative can collect payment at the customer’s home. The utility may also verify the customer’s need.

Become an Informed Consumer

What If You Have Already Been Shut Off ? → Call the utility company and try to make a payment

arrangement.

→ 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.

→ Ask them to waive the deposit or allow you to pay it over several months (CARE and FERA customers have specific rights regarding deposits, explained below).

→ Sign up for CARE, FERA or Medical Baseline. New Deposit Rules 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.

Exercise Your Rights If you are denied service or assistance, you have the right to file a complaint with the California Public Utilities Commission at: 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.

Visit TURN at www.turn.or. Contact [email protected]

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 van a cortar el servicio? Si es así, usted tiene derechos que le pueden ayudar a evitarlo. La Comisión de Servicios Públicos de California (CPUC, por sus iniciales en inglés) protege al consumidor para ayudarle a evitar desconexiones.

Su empresa de servicios públicos le puede amenazar con cortarle el servicio o cortárselo:

→ Si no paga la factura.

→ Si no responde a los planes de pago que acordó.

→ Si paga con un cheque sin fondos.

→ Si no paga el depósito que le piden.

Las empresas de servicio públicos están obligadas a enviarle una nota avisándole La empresa de servicios públicos está obligada a avisarle antes de cortar el servicio.

→ Antes de desconectar el servicio por no pagar, las empresas PG&E, Edison, SoCal Gas y SDG&E están obligadas a enviarle una carta avisándole que le cortarán el servicio en 15 días (esta carta podría llegar junto a la factura), y a continuación otro aviso 48 horas antes de tal fecha; también están obligadas a intentar comunicarse con usted por teléfono o en persona.

→ Usted también tiene derecho a recibir una explicación de por qué le van a cortar el servicio y las diferentes opciones que tiene para evitarlo, como por ejemplo planes de pago a plazos; tambieen están obligadas a proveerle el número de teléfono de la CPUC

→ No le pueden contar el servicio ni un sábado, ni un domingo, ni días feriados, ni ningún día en que las oficinas de la empresa estén cerradas.

Razones para reclamar una factura elevada Si usted cree que su factura está equivocada piense en lo siguiente:

→ ¿Pagó tarde o no pago alguna vez?

→ ¿Cree que le han cobrado de más?

→ ¿Está incluida en esta factura algún pago atrasado?

→ ¿Le están pidiendo pagar la factura de otra persona?

→ ¿Le están cobrando un estimado en vez de la cantidad de consumo que aparece en el contador?

Razones para reclamar una factura elevada If you have a high bill and have gotten a shut off notice:

→ Acuerde un plan de pagos: llame cuanto antes a la empresa que le provee el servicio. PG&E, SDG&E, SoCal Gas y SoCal Edison ofrecen planes de pago a plazos para clientes que corren el riesgo de que les corten el servicio. Así pagará de a poquito sin que se lo corten.

CONSEJO: Si ha habido un cambio grande en su vida (pérdida del trabajo, enfermedad, etc.), comuníquese con ellos inmediatamente para revisar su plan de pagos.

→ ¡No acepte un plan de pagos que no se pueda permitir! Si cree que no puede cumplir con el plan de pagos que la empresa le ofrece inicialmente, dígaselo y pídales un plan de pago más suave para que le resulte más fácil pagar todo lo que debe. Si accede a un plan de pagos y luego no responde, le estarán reclamando de a una todo el dinero que debe.

→ Si al cortarle el servicio alguien en su hogar correría el riesgo de morir por razones de salud o seguridad, asegúrese de decírselo inmediatamente a la empresa proveedora de servicio público. En estos 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.

PG&E 1-800-743-5000

SCE 1-800-655-4555

SDG&E 1-800-411-7343

SoCalGas 1-800-427-2200

Si usted está inscrito en el programa “Medical Baseline”

Si es parte del programa ‘Medical Baseline’ o ‘Life Support’, 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 podría poneren arriesgo en su vida, la empresa (PG&E, SCE, SoCalGas, ó SDG&E) le visitará unos días antes o en la misma fecha de la fecha de la desconexión. SDG&E y SoCalGas en particular realizan estas visitas a todas las personas de 62 o más años de edad, y a personas con algún tipo de discapacidad. El cliente puede pagar en el momento de la visita y los métodos de pago varían según la empresa.

SoCalGas en particular enviará (antes de la fecha de desconexión que aparece en la carta) a un representante al hogar de aquellos clientes que le haga saber a la empresa que no puede realizar el pago a tiempo porque está enfermo por avanzada edad o algún tipo de 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 discapacidad.

Sea un consumidor informado

¿Y si ya le han cortado el servicio? → Llame a la empresa de servicios públicos y trate de

acordar un plan de pago a plazos

→ Le podrían pedir que pague de a una la mitad de la factura. Trate de negociar un primer pago que se pueda permitir. No se olvide de que esa primera factura tendrá que pagar el primer mes de servicios además de la cantidad atrasada.

→ Pídales que le perdonen el depósito o que le dejen pagarlo a plazos durante varios meses (los clientes de los programas CARE y FERA tienen determinados derechos respecto a los depósitos, los cuales explicamos más adelante)

→ Inscríbase en los programas CARE o FERA. Nuevas reglas respecto a los depósitos Las empresas de servicios públicos pueden solicitar un depósito de cualquier cliente particular a quien le cortaron el servicio en el pasado. A los clientes que no están inscritos en los programas CARE o FERA también les puede pedir pagar un depósito por retrasarse con los pagos. En cualquiera de los dos casos, el depósito se calcula conforme al doble del promedio de una factura mensual. Para los clientes inscritos en los programas CARE y FERA:

→ Si el depósito que le piden es de $150 o menos, le deben ofrecer hasta tres meses para pagarlo

→ Si el depósito que le piden es más de $150, le deben ofrecer hasta seis meses para pagarlo.

Reclame sus derechos 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 problema antes de presentar el reclamo.

Visite TURN www.turn.org y [email protected]

06-14-16

Struggling to Pay Your Utility Bill? Get the Help You Deserve

California Alternative Rates for Energy (CARE) The CARE program provides a discount of 30% or more on your monthly electric and gas bills if you are a

customer of a utility regulated by the CPUC.

Income Eligibility for CARE You qualify for CARE if your household size and income fall within these guidelines.

HOUSEHOLD SIZE INCOME

1–2 members $32, 040

3 members $40, 320

4 members $48,600

Each additional person Add $8,320

Income guidelines are accurate through May 31, 2017

Who is Eligible to Receive a CARE Discount? To be eligible to receive a CARE discount your

household income must meet certain guidelines, or

you must be enrolled in a public assistance program. Program Eligibility for CARE You qualify for a CARE discount if anyone in your

household is enrolled in:

→ Medicaid/Medi-Cal

→ Low Income Home Energy Assistance Program (LIHEAP)

→ Supplemental Security Income (SSI)

→ Federal Public Housing Assistance or Section 8

→ CalFresh, Food Stamps or Supplemental Nutrition Assistance Program (SNAP)

→ 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.


1–2 members Not eligible

3 members $40, 321 - $50,400

4 members $48,601 - $60,750

Each additional person Add $8,320 - $10,400


Energy Savings Assistance Program (ESAP) ESAP provides no-cost energy-saving home improvements

and furnace and water heater repair or replacement services for low-income households who meet the CARE

Reduce your Monthly Bills Sign up for CARE, FERA or ESAP by contacting your local

utility provider.

Edison 866-675-6623

PG&E 866-743-2273

SDG&E 800-411-7343

SoCal Gas 800-427-2200 guidelines. Energy-saving home improvements may include

attic insulation, weather-stripping, caulking, low-flow showerheads, water heater blankets, door and building envelope repairs, energy efficient lighting, refrigerators, microwaves, and high-efficiency clothes washers, among other services. Renters and homeowners are eligible to participate in ESAP. To request an application form and more information, please contact your energy utility company.

Income Eligibility for ESAP

Alpine Natural Gas 209-772-3006 Bear Valley Electricity 800-808-2837 PacifiCorp 888-221-7070 Sierra Pacific Power Company 800-213-1053 Southwest Gas 877-860-6020 West Coast Gas 916-364-4100

You qualify for ESAP if your household size and income fall within these guidelines.


1–2 members $32, 040

3 members $40, 321

4 members $48,600

Each additional person Add $8,320

Exercise Your Rights If you are denied service or assistance, you have the

right to file a complaint with the California Public Utilities Commission at: https://appsssl.cpuc.ca.gov/ cpucapplication/ or 1-800-355-8876.

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.org. Contact [email protected] for more information.

06-13-16

https://appsssl.cpuc.ca.gov/cpucapplication/

¿Le cuesta pagar la factura de servicios públicos?

Reciba la ayuda que se merece.

Tarifas alternativas de energía de California (CARE, por sus iniciales en inglés) El programa CARE ofrece un descuento del 30 por ciento o más en las facturas mensuales de gas y electricidad si usted es cliente de una empresa de servicios públicos regulada por la CPUC.

Límite de ingresos familiares para inscribirse en el programa CARE Usted reúne los requisitos para recibir este descuento CARE en su hogar si el número de miembros de su familia y sus ingresos se conforman a lo siguiente:

TAMAÑO DEL HOGAR INGRESOS

1 ó 2 personas $32.040

3 personas $40,320

4 personas $48,600

Cada persona adicional Añadir $8.320

Estas cantidades límites son válidas hasta el 31 de mayo de 2017

¿Quién reúne los requisitos para recibir este descuento CARE? Para usted poder recibir el descuento conforme al programa CARE su hogar necesita reunir determinados requisitos en lo que se refiere a los ingresos familiares, o tiene que estar inscrito en un programa de asistencia pública. Programas que reúnen requisitos para descuento CARE Usted reúne los requisitos para CARE si alguien en su hogar pertenece a alguno de estos programas (nombres en inglés):













→ Tribal TANF




866-675-6623

866-743-2273

800-411-7343

800-427-2200

209-772-3006

800-808-2837

888-221-7070

800-213-1053

877-860-6020

916-364-4100

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 You qualify for FERA if your household size and income fall within these guidelines.

TAMAÑO HOGAR INGRESOS

1 ó 2 personas No se puede

3 personas $50,400

4 personas $60,750



Programa de ayuda para ahorro energético (ESAP, por sus iniciales en inglés) El programa ESAP ofrece impermeabilización gratuita en los hogares para propietarios de vivienda de bajos ingresos y para inquilinos. Los servicios que se ofrecen incluyen impermeabilización de áticos, refrigeradores y calderas de bajo consumo eléctrico, sellado de ventanas y puertas, 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 ahorra dinero.

Límites de ingresos familiares para inscribirse en el programa ESAP Usted reúne los requisitos para inscribirse en el programa ESAP si el número de miembros de su familia y sus ingresos atiende a las mismas pautas que el programa CARE.


1 - 2 personas $32,040

3 personas $40,321

Reducir las facturas mensuales Inscríbase en

los programas CARE, FERA o ESAP comunicándose con su empresa de servicios públicos:

Edison

PG&E

SDG&E

SoCal Gas

Alpine Natural Gas

Bear Valley Electricity

PacifiCorp

Sierra Pacific Power Company

Southwest Gas

West Coast Gas Reclame sus derechos Si no quieren ayudarle está en su derecho de presentar un reclamo con la CPUC en https://appsssl.cpuc.ca.gov/ cpucapplication/ ó 1-800-355-8876. Es importante que se comunique con la empresa para tratar de resolver el problema antes de presentar el reclamo.

Sea un consumidor informado Visite TURN www.turn.org

Cada persona adicional

Añadir $6,320

06-14-16

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Filing a CPUC Complaint That Gets Results Effective Tips for Smart Consumers

Reasons to File a Complaint at the CPUC (California Public Utilities Commission) o Your electricity or gas been shut off, or is being

threatened with a shut off.

o You receive a third party charge on your cell phone bill for something you never ordered.

o You are being charged for someone else’s electric or gas bill.

o You receive a back-bill from your utility company going back more than three months.

o Your application for LifeLine, CARE, or other low– income discount was denied.

If your utility company or telecommunications provider is unable to resolve your issue, it’s time to file a complaint with the CPUC. The CPUC provides robust regulation for major utilities like PG&E, SCE, SoCal Gas 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)

Call the Company First Before you file your complaint with the CPUC, make sure that you:

→ Make short notes for yourself.

→ Think about what you want the company to do about your complaint.

→ Call the company.

→ If you need a translator, ask for one!

→ Have a copy of your bill when you call.

→ Ask to speak to a Customer Service Representative.

→ If you have someone call for you, you need to be there.

→ If the customer services representative is not able to help you, ask to speak to a supervisor.

→ Take notes!

Contacting the CPUC Once you have called the company and you are not able to get your complaint resolved, you have several ways to contact the CPUC.

PHONE 800 649-7570 English and Spanish language.

If your utility service has been shut off, is in danger of being shut off, or if you have another emergency, calling by phone is the best way to reach the CPUC.

ONLINE https://appsssl.cpuc.ca.gov/cpucapplication/

The most convenient way to file a complaint is to submit it online if you have access to a computer and internet service.

MAIL California Public Utilities Commission

Consumer Affairs Branch 505 Van Ness Ave. San Francisco, CA 94102-3298

If you don’t have access to a computer and internet, please mail your complaint to the CPUC.

Elements of a CPUC Complaint A successful complaint should include the following information:

→ Your name and the name the account is billed under.

→ Your mailing address and phone number.

→ Name of the company you are complaining about.

→ Your utility account number.

→ The name of the company representative you spoke with, if you have one.

→ A brief description of your complaint.

→ Send copies of important documents:

• Copies of the bills you are disputing.

• Correspondence from the company.

Following these steps will make your complaint more successful. If you leave information out, it will take longer to get your complaint resolved.

Become an Informed Consumer Visit TURN at www.turn.org or contact [email protected]

06-14-16

Cómo reclamar al CPUC para que dé resultados Consejos eficaces para consumidores inteligentes

Razones por las que presentar un reclamo al CPUC (California Public Utilities Commission) o La han cortado la electricidad o el gas, o le

amenazan con ello.

o En su factura del teléfono móvil, una tercera empresa le está cobrando por algo que nunca pidió.

o Le están cobrando la factura de electricidad o gas de otra persona.

o Recibió una factura de su empresa de servicios públicos en la que le cobran más de tres meses de pagos atrasados.

o Le denegaron su solicitud de inscripción en LifeLine, CARE, u otro programa para familias de bajos ingresos.

o Your application for LifeLine, CARE, or other low– income discount was denied.

Si la empresa de servicios públicos o telecomunicaciones no le resuelve el problema, 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).

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)

Llame primero a la empresa que le provee el servicio Antes de presentar un reclamo con la CPUC, aségurese de que:

→ Tome notas breves.

→ Piense en lo que quiere que haga la empresa respecto al reclamo.

→ Llame a la empresa.

→ Si necesita que alguien le traduzca al español, ¡dígalo!

→ Tenga una copia de la factura a mano.

→ Diga que quiere hablar con alguien encargado de atención al cliente.

→ Si le pide a alguien que llame por usted, asegúrese de estar a la par.

→ Si la persona encargada de atención al cliente no le puede ayudar, diga que quiere hablar con un supervisor.

→ ¡Tome nota de todo!

BILL

$$

Comunicarse con la CPUC Una vez que ya haya llamado a la empresa y no haya podido resolver su problema, tiene varias maneras de ponerse en contacto con la CPUC.

TELÉFONO 800 649-7570 (español e inglés)

Si le han cortado el servicio o corre peligro de que se lo corten, o si tiene alguna otra urgencia, el teléfono es la mejor manera de comunicarse con la CPUC.

INTERNET https://appsssl.cpuc.ca.gov/cpucapplication/

La manera más práctica de presentar un reclamo es por el Internet siempre que tenga acceso a una computadora y a servicio de Internet.

CORREO California Public Utilities Commission Consumer Affairs Branch 505 Van Ness Ave. San Francisco, CA 94102-3298

Si no tiene acceso a una computadora ni servicio de Internet, envíe su reclamo a la CPUC.

Elementos de un reclamo a la CPUC Para que un reclamo llegue a buen fin debe incluir la siguiente información:

→ Su nombre y el de la persona a quien envían las facturas.

→ Su dirección postal y su número de teléfono.

→ El nombre de la empresa a la que le está reclamando.

→ Su número de cuenta de servicios públicos.

→ El nombre de la persona encargada de atención al cliente con quien platicó, si lo tiene.

→ Una descripción breve del reclamo.

→ Envíe copias de los siguientes importantes documentos:

• Copias de las facturas con las que está en desacuerdo.

• Correspondencia que haya recibido de la empresa.

Si sigue estos pasos, su reclamo tendrá más posibilidades de llegar a buen fin. Si no provee toda la información, se demorará en resolverse.

e e e

Sea un consumidor informado Visite TURN www.turn.org y [email protected]

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 → Air conditioning takes a lot of electricity to operate!

Find your air leaks. Look at your windows, doors, electric outlets, and the fireplace and caulk or weatherstrip them.

→ Raising your air conditioning thermostat by 5º will reduce your cooling costs by about 10%.

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

→ Consider installing a programmable thermostat to help you control your air conditioner all day long.

Keeping Your House Warm → Avoid using portable electric heaters because

they can cost anywhere from 13¢ to 20¢ per hour, depending on your local electric provider. Multiply the total kilowatts (KW) for your heater by the price per KWH of your electrical power. For example, a 1.5 KW heater at 20¢ per KWH costs 1.5 times 0.2, which equals 30¢ per hour to operate.

→ Use electric blankets at night. They cost about 10¢ per night and keep your body warm.

→ Leave the drapes open to capture the warm sunshine during the day and close them in the evening to keep in that warmth.

→ Turn off your heat when you leave your home.

→ Consider installing a programmable thermostat to help you control your heating system all day long.

→ Your water heater is the third highest energy expense in your home. Try turning it down to 120°F.

Entertaining Your Family → Turn off cable TV set-top boxes, computers,

monitors, and TVs when not in use.

→ Use electric power outlet strips to disconnect multiple devices when not in use. Cable TV set-top boxes, computers, monitors, and TVs can draw power all the time, even when they are turned off.

Preparing Food → Fill your refrigerator with large water bottles and

jugs to keep it full. A full refrigerator is easier to keep cool than an empty one.

→ When cooking, keep the lids on pots. Your food will spend less time on the stove.

→ Vacuum the coils on your refrigerator at least every three months. The dirt build-up makes the refrigerator work harder to keep the contents cool and therefore uses more energy.

Washing Clothes → Wash clothes in cold water instead of hot.

90% of the energy a washing machine consumes goes to heating the water.

→ Make sure your dryer’s outside vent is clear and clean the lint filter after every load.

→ Put a dry towel in the dryer with each load of wet clothes. The towel will absorb dampness and reduce drying time.

→ Hang your clothing on a clothesline to dry. Good for the environment, good for the pocket book, and you can’t beat the fresh smell.

Become an Informed Consumer Visit TURN at www.turn.org or email [email protected]

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 → ¡El aire acondicionado requiere de mucha electricidad

para funcionar! Busque por donde se escapa el aire. Inspeccione las ventanas, puertas, enchufes y la chimenea y séllelos con calafate o cinta aislante.

→ Si sube el termostato del aire acondicionado 5 grados, sus gastos para refrescar la casa se reducirán un 10 por ciento.

→ No se olvide de apagar el aire acondicionado o de subir el termostato cuando sale de la casa.

→ Piense en instalar un termostato programable para tener control del aire acondicionado.

Mantener la casa caliente → Evite el uso de calentadores eléctricos portátiles que

cuestan de 13 a 20 centavos a la hora, dependiendo de la empresa que le provee la electricidad. Multiplique la cantidad de kilovatios que consume su calentador por el precio del kilovatio por hora (KWH) que paga por su electricidad. Por ejemplo, para un calentador de 1,5 kilovatios enchufado a la electricidad que cuesta 20 centavos por hora, si multiplica 1,5 por 0,20 son 30 centavos que está pagando cada hora al usarlo.

→ Use cobijas eléctricas en la noche. Cuestan 10 centavos por toda la noche y mantienen su cuerpo caliente.

→ Abra las cortinas de las ventanas durante el día para que el sol caliente la casa, y ciérrelas durante la noche para conservar el calor.

→ Apague el calentador al salir de la casa.

→ Piense en instalar un termostato programable para tener control del aire acondicionado.

→ La caldera para calentar agua supone el tercer mayor gasto energético de su casa. Reduzca la temperatura a 120ºF.

Entretenerse → Apague el televisor, la cajita de conexión al cable, la

computadora y el monitor cuando no lo usa.

→ Utilice extensiones con múltiples enchufes para desconectar varios aparatos cuando no los usa. La cajita de conexión al cable, computadoras, monitores y televisores consumen electricidad todo el tiempo, incluso cuando están apagados.

Cocinar → Llene la refrigeradora con botellas y jarras de agua

grandes para mantenerla llena. Es más fácil enfriar una refrigeradora llena que una vacía.

→ Cuando cocine use las tapaderas para las ollas. Así la comida se cocina más rápido.

→ Pase la aspiradora a las espirales de detrás de la refrigeradora cada tres meses. La suciedad que se acumula ahí hace que la refrigeradora tenga que esforzarse más en enfriar las cosas y utilice más energía.

Lavar la ropa → Lave la ropa con agua fría en vez de caliente. El 90

por ciento de la energía que utiliza una lavadora es para calentar el agua.

→ Asegúrese que el ventilador exterior de la secadora no está obstruido y limpie las pelusas del filtro cada vez que la use.

→ Ponga una toalla seca con la ropa húmeda al secarla. La toalla absorberá la humedad y hará que la otra ropa se seque antes.

→ Tienda la ropa en el exterior para secarla. Bueno para el medioambiente, no cuesta nada de dinero y el olor a fresco es el mejor.

Sea un consumidor informado Visite TURN www.turn.org o [email protected]

06-14-16

Los consumidores prudentes hacen preguntas Si está considerando la posibilidad de cambiarse a una

empresa proveedora de gas no pública para pagar menos cada mes, estas son varias preguntas que un cliente prudente debería hacer.

→ ¿Me podrían mostrar la ficha técnica y el contrato por escrito?

→ ¿Cuánto son los cargos mensuales, además de lo que cuesta el fuel?

→ ¿Cuánto tengo que pagar por el depósito inicial? ¿Hay algún tipo de tarifa de inscripción?

→ ¿Qué precio me garantizan por el fuel y cuánto dura mi contrato?

→ ¿Cuánto tendría que pagar si me mudo de casa o decido terminar el contrato antes de lo prefijado?


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

Cómo presentar un reclamo Si no le dan lo que le prometieron, haga lo siguiente:

1. Llame a la empresa y dígales que quiere cancelar el contrato porque el vendedor no le dio la información correcta.

2. Insista en que no le cobren la multa por terminar el contrato antes de tiempo.

3. Infórmeles de que va presentar una denuncia con la CPUC.

Reclame sus derechos Si no quieren ayudarle está en su derecho de presentar un reclamo con la CPUC en https://appsssl.cpuc.ca.gov/cpucapplication/ó 1-800-355-8876. Es importante que se comunique con la empresa para tratar de resolver el

Visite TURN www.turn.org o [email protected] 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 The California Public Utilities Commission (CPUC)

allows all residential customers to sign up for natural gas service directly from a non-utility gas supplier. Depending on whether you are a customer of PG&E, SoCalGas or SDG&E, you can sign up to buy your gas from one of 20–30 alternative gas suppliers, or continue to receive it from your regulated utility company.

All residential gas bills are divided into a fuel charge and a delivery charge. Non-utility gas suppliers are making phone calls and going door-to-door offering 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 alternative gas supplier, you still will be paying your utility company the same charge as everyone else to deliver the fuel, maintain pipelines, and respond to natural gas leaks.

Reasons to Sign Up → You want monthly savings. Your believe that your

monthly gas bill will go down as a result of paying less for the fuel portion of your gas bill than you might pay as a utility customer.

→ You value price protection. The fixed price for fuel in your contract will protect you from potential increases in the wholesale price of natural gas that are passed along to other utility gas customers.

→ You like spreading the wealth. You are a customer who appreciates supporting competitive alternatives to traditional utility gas companies.

Reasons Not to Sign Up → You worry about disappearing savings. Reductions

in your monthly gas bill may disappear after your contract ends because gas prices charged by non- 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.

Careful Consumers Ask Questions If you are considering switching to non-utility gas supplier in order to reduce your monthly gas bill, here are some questions that careful consumers can ask.

→ May I see your fact sheets and a copy of the contract in writing?

→ How much are the monthly customer charges, in addition to the cost of gas?

→ How much do I have to pay as a deposit or sign up fee of any kind?

→ What is the price for gas fuel that I am guaranteed and how long is my contract?

→ How much is the early termination penalty if I move or end my contract before the end of the term?

Become an Informed Consumer

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/documents/175085198/Core-CTA-List-2015-Rev 04-2016.pdf?nid=903

What to Do if You Have a Complaint If you find that you are not getting the deal that you were

promised, here are two things to do:

1. Call the company and tell them that you want to cancel the agreement because the salesperson did NOT give you the right information.

2. Insist that they waive the termination fees.

3. Inform them that you are going to file a complaint with the California Public Utilities Commission.

Exercise Your Rights If you are denied service or assistance, you have the right to file a complaint with the California Public Utilities Commission at: 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 [email protected]

06-014-16

¿Le ofrecieron gas más barato? Consejos para consumidores prudentes

El servicio de gas natural: No es monopolio La Comisión de Servicios Públicos de California (CPUC, por sus iniciales en inglés) permite que los clientes particulares puedan solicitar servicio de gas natural de un proveedor privado y no de servicio público. Si usted es cliente de PG&E, SoCalGas ó SDG&E, ahora puede inscribirse con una de las 20 a 30 empresas alternativas proveedoras de gas natural, o puede continuar comprándolo de la empresa de servicios públicos de toda la vida.

Todas las facturas de gas de viviendas particulares se dividen en dos: el cobro del fuel y el cobro del transporte o envío de ese fuel. Las empresas no públicas proveedoras de gas natural están realizando llamadas telefónicas y visitando los hogares ofreciendo 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 precio por enviarle el gas es el mismo para cualquier empresa, así como el cobro por el mantenimiento de las tuberías y por la reparación de escapes.

Razones para inscribirse → Quiere ahorrar dinero cada mes. Cree que la

factura mensual del gas se reducirá al pagar por el fuel menos de lo que pagaría como cliente de una empresa de servicios públicos.

→ Para usted la protección del precio es importante. Fijar el precio del fuel en el contrato que firme le protegerá de posibles subidas del precio de gas natural en el mercado que a otros clientes de servicios se les cargará.

→ Le gusta gastar su dinero en varios lugares diferentes. Como cliente valora el hecho de que existan varias alternativas que compitan con las empresas tradicionales proveedoras de servicios públicos como el gas.

Razones para no inscribirse → Le preocupa que se le agoten los ahorros. Los

descuentos en su factura mensual de gas podrían 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.

Los consumidores prudentes hacen preguntas Si está considerando la posibilidad de cambiarse a una

empresa proveedora de gas no pública para pagar menos cada mes, estas son varias preguntas que un cliente prudente debería hacer.

→ ¿Me podrían mostrar la ficha técnica y el contrato por escrito?

→ ¿Cuánto son los cargos mensuales, además de lo que cuesta el fuel?

→ ¿Cuánto tengo que pagar por el depósito inicial? ¿Hay algún tipo de tarifa de inscripción?

→ ¿Qué precio me garantizan por el fuel y cuánto dura mi contrato?

→ ¿Cuánto tendría que pagar si me mudo de casa o decido terminar el contrato antes de lo prefijado?


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

Cómo presentar un reclamo Si no le dan lo que le prometieron, haga lo siguiente:

1. Llame a la empresa y dígales que quiere cancelar el contrato porque el vendedor no le dio la información correcta.

2. Insista en que no le cobren la multa por terminar el contrato antes de tiempo.

3. Infórmeles de que va presentar una denuncia con la CPUC.

Reclame sus derechos Si no quieren ayudarle está en su derecho de presentar un reclamo con la CPUC en https://appsssl.cpuc.ca.gov/cpucapplication/ó 1-800-355-8876. Es importante que se comunique con la empresa para tratar de resolver el

Visite TURN www.turn.org o [email protected] poblema antes de presentar el reclamo.

06-14-16

Back-Billing ProtectionsSmall business customers are protected from being back-billed for more than three months by their utility company due to revised back-billing tariffs adopted by the California Public Utilities Commission (CPUC) in October 2010. Prior to that small businesses could be back-billed for up to three years. This represents a 90% reduction in back-billing liability from 36 to 3 months.

Back-billing is the practice of retroactively billing for undercharged amounts due to meter and billing errors by your utility. Billing errors can include incorrect meter reads, clerical errors, incorrect billing calculations and wrong daily billing factor, among other things.

Reasons to Protect Small BusinessesThe CPUC expanded these protections in response to years of complaints from small businesses, consumer advocates, and elected officials. Small businesses being hit with three years of bills amounting to tens of thousands of dollars due to utility billing errors were threatened with disconnection and going out of business. Surprising small businesses with unexpectedly large deposit requirements was hindering growth and success.

Small businesses are much like residential customers because they don’t have access to resources and financing available to larger corporations. Many struggle to survive on a month-to-month basis. That is why the new back-billing and deposit rules adopted for small business are the same that apply to residential customers.

Deposit ProtectionsWhen small business customers are required by utility companies to provide a deposit to start, or continue service, the maximum deposit has been reduced to twice their average monthly bill from twice their maximum monthly bill according to CPUC rules adopted in October 2010. This can be a significant decrease for deposits since most businesses experience peak energy usage only a few months out of a year.

The rules actually require the utility to provide small business customers with a letter after the first late payment which warns the customer that the utility may require a deposit if the customer pays late again within the same twelve-month period.

Qualifications for ProtectionSmall business customers are protected by CPUC back-billing and deposit rules if they meet one of the following criteria.

→ Use that 40,000 kilowatt-hours a year, or less than 20 kilowatts at a time.

→ Use fewer than 10,000 therms of natural gas a year.

→ Record annual gross receipts of $2,500,000 or less over the previous three years.

→ Are a manufacturer with 25 or fewer employees.

Exercise Your Rights If you think your utility company has back-billed you, or overcharged you for a deposit, call your utility and try to resolve the problem with them directly. If you are denied service or assistance, you have the right to file a complaint with the California Public Utilities Commission at: https://appsssl.cpuc.ca.gov/cpucapplication/ or 1-800-355-8876.

Big Protections for Small BusinessesBest Kept Secrets

06/17-16

Become an Informed ConsumerVisit TURN at www.turn.org and PolicyVoice at www.policyvoice.org

¿Le cuesta pagar la factura de servicios públicos?

Reciba la ayuda que se merece.

Tarifas alternativas de energía de California (CARE, por sus iniciales en inglés) El programa CARE ofrece un descuento del 30 por ciento o más en las facturas mensuales de gas y electricidad si usted es cliente de una empresa de servicios públicos regulada por la CPUC.

Límite de ingresos familiares para inscribirse en el programa CARE Usted reúne los requisitos para recibir este descuento CARE en su hogar si el número de miembros de su familia y sus ingresos se conforman a lo siguiente:

TAMAÑO DEL HOGAR INGRESOS

1 ó 2 personas $32.040

3 personas $40,320

4 personas $48,600



¿Quién reúne los requisitos para recibir este descuento CARE? Para usted poder recibir el descuento conforme al programa CARE su hogar necesita reunir determinados requisitos en lo que se refiere a los ingresos familiares, o tiene que estar inscrito en un programa de asistencia pública. Programas que reúnen requisitos para descuento CARE Usted reúne los requisitos para CARE si alguien en su hogar pertenece a alguno de estos programas (nombres en inglés):













→ Tribal TANF




866-675-6623

866-743-2273

800-411-7343

800-427-2200

209-772-3006

800-808-2837

888-221-7070

800-213-1053

877-860-6020

916-364-4100

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 You qualify for FERA if your household size and income fall within these guidelines.


1 ó 2 personas No se puede

3 personas $50,400

4 personas $60,750



Programa de ayuda para ahorro energético (ESAP, por sus iniciales en inglés) El programa ESAP ofrece impermeabilización gratuita en los hogares para propietarios de vivienda de bajos ingresos y para inquilinos. Los servicios que se ofrecen incluyen impermeabilización de áticos, refrigeradores y calderas de bajo consumo eléctrico, sellado de ventanas y puertas, 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 ahorra dinero.

Límites de ingresos familiares para inscribirse en el programa ESAP Usted reúne los requisitos para inscribirse en el programa ESAP si el número de miembros de su familia y sus ingresos atiende a las mismas pautas que el programa CARE.


1 - 2 personas $32,040

3 personas $40,321

Reducir las facturas mensuales Inscríbase en

los programas CARE, FERA o ESAP comunicándose con su empresa de servicios públicos:

Edison

PG&E

SDG&E

SoCal Gas

Alpine Natural Gas

Bear Valley Electricity

PacifiCorp

Sierra Pacific Power Company

Southwest Gas

West Coast Gas Reclame sus derechos Si no quieren ayudarle está en su derecho de presentar un reclamo con la CPUC en https://appsssl.cpuc.ca.gov/ cpucapplication/ ó 1-800-355-8876. Es importante que se comunique con la empresa para tratar de resolver el problema antes de presentar el reclamo.

Sea un consumidor informado Visite TURN www.turn.org

Cada persona adicional

Añadir $6,320

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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.

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