Shut Off Service
You have 21 days to pay your energy bill from the date the bill is issued. If you think you will have difficulty paying your energy bill, please visit Energy Answers or call us toll-free at (800) 477-5050 for information about payment options and assistance programs.
Before service is shut off
To avoid being shut off
After service has been shut off
Service may be shut off for any of the following reasons:
- unpaid past-due utility bill that accrued in the past six years
- failure to pay a requested security deposit or provide a guarantor
- unauthorized energy use that includes tampering with a meter
- not keeping the terms of a settlement agreement
- refusing our representatives access to our meter or other equipment located on the customer’s property
- customer misrepresenting their identity when applying for service or changing service
- customer requesting the service be terminated
- customer has been a household member when another current household member incurred an undisputed past-due bill that remains unpaid
- endangering anyone’s personal safety or the operation of our utility system through misuse of their utility service
Service cannot be shut off if a customer:
- fails to pay for merchandise, appliances or other services that are not part of basic utility service
- fails to pay for utility service used by another person, such as a tenant. However, service can be shut off if the customer provides a written statement, made under oath, that the premises are unoccupied; or the tenant agrees in writing to shut off of service; or service cannot be provided to the tenant as a customer without a major change of existing distribution facilities
- is enrolled in the Winter Protection Plan
- has notified us of a qualifying medical emergency in the home
- has advised us that an unpaid bill is in dispute
- has not paid for concurrent service at another location
- has not paid for a different class of service at the same or another location. The three classes of service are residential, commercial and industrial
Before Service Is Shut Off
Before we shut off service, we send a shut-off notice 10 days in advance. The notice indicates the earliest date that service may be shut off and how to avoid it.
If a landlord is responsible for paying a utility bill for a single-metered building that serves as a home for three or more families, each tenant will be notified of impending shut off at least 30 days in advance.
To Avoid Being Shut Off
If you receive a shut-off notice, you may contact us before the notice expires to pay what you owe or enter into a settlement agreement. Under the agreement, you make a down payment on the amount you owe, and pay the balance in installments. We’ll provide a copy of the agreement to you. If you don’t meet the terms of the agreement, your service may be shut off.
We are not required to enter into a settlement agreement with you if one is in progress or if you didn’t keep the terms of a previous settlement agreement. When you sign the agreement, you give up your right to go before a Utility Hearing Officer to dispute the amount covered in the agreement.
Consumers Energy field employees cannot accept payments to prevent disconnection of energy service.
After Service Has Been Shut Off
A notice will be left advising you that service has been shut off. You must pay your reconnect total and call us at 1-800-371-9811 to restore your service. Effective August 1, 2013, requests made by 2 p.m. will be reconnected the same day by 10:30 p.m. Requests made after 2 p.m. will be reconnected the next day between 8 a.m. and 4 p.m. Emergencies and storm restoration may affect this schedule. The reconnect total may include a reconnect fee and security deposit, if one is requested.
Consumers Energy field employees cannot accept payments for the restoration of service.