Winter shut-off moratorium ends

We began disconnecting service April 16 to Wisconsin and Michigan residential customers who are behind in their payments.

Being a regulated utility, many rules govern how we conduct our business, including the actions we can take to collect payment from customers who are in arrears. Disconnecting electric service is a measure we may take to collect payment; however, during the winter months (Nov. 1 through April 15), disconnections to residential customers in arrears is suspended by law.

The end of the moratorium can be a challenging time for customers. We take action to help customers stay connected rather than become disconnected. Our actions include:

• Reminder notices about arrears balance. 
• Disconnect messages printed on bills. 
• Disconnect notices inserted in bill envelopes. 
• Phone calls prior to disconnection. 

Business accounts (commercial and industrial customers) are exempt from the moratorium and may be disconnected for nonpayment anytime throughout the year.

“We encourage all customers who are experiencing difficulty in keeping their accounts current to contact us,” said Jodi Wire, director – credit and collections strategy and operations. “We can offer payment plans to help them avoid the loss of their energy service. We use disconnection of service as our absolute last resort.”

The actions we take include:

• Working with customers at risk of disconnection to help them reduce their bills and make payment arrangements to keep their power on.
• Collaborating with government agencies and community-based organizations to provide assistance with payment arrangements, weatherization, and conservation and energy assistance. 
• Working with customer and community-based agencies to evaluate a customer’s eligibility for our Early Identification Program or our Low Income Pilot program. We refer income-qualified customers to social service agencies to apply for Energy Assistance, which runs Oct. 1 through May 15.
• Raising awareness of payment assistance options through our annual Stay Connected campaign. The campaign includes customer communication (phone calls, bill inserts and special messaging on their bills) and outreach to the media and postings in social media channels to encourage at-risk customers to contact us for help. 

“Our goal is to provide effective and efficient solutions to meet the special needs of our low-income customers,” said Wire.

If you or someone you know is struggling to pay their We Energies bill, encourage them to contact us at 800-842-4565. Also visit we-energies.com to learn about available resources, including:

• Energy Assistance  –  locations, hours, information customers need to provide 
• Company programs for low-income customers  –  Early Identification program and Low Income Pilot 
• Reducing energy costs – tips, brochures, energy saving kits 

Customers have the option to self-serve or speak with a representative:

• Automated phone assistance  –  For the most flexible payment plan options and to avoid wait times, call 800-842-4565. The system is available 24 hours a day, 7 days a week and gives options for down payments and length of time to pay bills. 
• Online  –  Visit we-energies.com > Residential > Payment assistance for options. Plus, Wisconsin residents who can pay their current bill now and remaining balance within three months, can use our online Personal Payment Plan. 
• Phone  –  Speak to a representative at 800-842-4565 weekdays from 7 a.m. to 9 p.m. and Saturdays from 8 a.m. to 5 p.m.