All gas and electric customers of Eversource have certain rights and responsibilities. This page explains how these apply to you, the customer.
Please note, billing rights are also in Spanish.
PAYING YOUR BILL
We are thankful for the opportunity to do business with you. You may pay your bill by mail or in person at any of our authorized walk-in payment agents. You may also pay online by visiting the Eversource website.
It is important to pay your bill on time. Your payment is due on the statement date shown on your bill and payable upon receipt. If payment is not received within 28 days of the statement date (i.e., if it is received after the payment due date shown on the top of your bill), you may be charged a late payment charge of one percent of the past-due balance, and face subsequent collection activities.
By sending your check, you authorize Eversource to use the check information to create an electronic funds transfer. The electronic transfer, for the original check amount, will be processed on the day your check is received.
The check will be destroyed and an image of your check will be stored for two years. If the electronic transfer cannot be completed, a demand draft of your check can be created and used in place of the original.
Connecticut regulations allow Eversource to collect a security deposit from residential electric and gas customers with accounts that are past due. We also collect a security deposit to reconnect service for those customers whose service has been disconnected for non-payment. A security deposit is also collected from all new electric and gas commercial customers. It’s a payment guarantee in the event a customer defaults on his or her Eversource bill.
Payments received may be applied to the outstanding security deposit. It’s very important that you pay your total amount due which includes your security deposit to avoid disconnection of your service.
If you’re having difficulties paying your bill, we want to help. We’ll work with you to set up a payment plan for the total amount due including your security deposit. Other programs may also be available to help you pay your bill, including our Energy Efficiency programs.
The security deposit, plus accrued interest (less any amount owed to Eversource), will be refunded to you within 30 days of the date upon which you terminate service with Eversource, or when you’ve paid your Eversource bill on-time for 12 consecutive months.
With proper authorization, we can send a duplicate of your shut-off notice to another individual whom you designate. This person will not be responsible for payment of the bill. To authorize third party notification, complete the Third Party Notification Form (PDF). For additional information, call us at 800-286-2828. You may also include a note with your payment on a separate sheet of paper.
A payment plan can help some customers manage payments and pay down overdue balances. If you enter into a payment plan and make payments as specified, it will prevent shut-off, however, unpaid balances may still be reported to credit agencies.
DISPUTING A PAYMENT Plan
If you are unable to reach a satisfactory payment plan with our Customer Care representative, you may ask to speak with a company review officer. If you disagree with a review officer's decision concerning a payment plan, you may appeal within 10 days to the Connecticut Public Utilities Regulatory Authority (PURA).
If you disagree with PURA's decision, you may request a hearing before PURA. During your appeal, your service will not be shut off , as long as you continue to pay your current and undisputed bill amounts during this period.
If you have a question or complaint about your bill, call us and speak to a Customer Care representative. If you are not satisfied, you have seven days to request that a company review officer review your dispute.
The review officer will issue a decision within 10 days. If you disagree with the review officer's decision, you must request in writing, within 10 days, that PURA further investigate your dispute.
If you disagree with the PURA report, you must request, within 10 days, a hearing by PURA. We will not shut off your service for the amount disputed, provided you continue to pay current and undisputed bill amounts.
Eversource supplies information to credit agencies when delinquent accounts are placed for collections. An unpaid account reported to credit agencies could harm your credit rating. Timely payment will avoid a negative impact to your credit rating.
In some cases, failure to pay an overdue bill may result in the disconnection of service. Customers with delinquent payments will receive a separate shut-off notice following the monthly invoice if the account remains unpaid more than 33 days after the statement date.
This notice will show the minimum payment required and the due date to avoid disconnection of service, which is at least 13 days from the date of the notice. If you receive a shut-off notice, you should immediately make a payment or contact us to establish a payment plan.
Our representatives will work with customers to avoid disconnection, and we accept multiple forms of payment, however, if you have received a shut-off notice and have not paid the amount you owe or established a payment plan as of the due date shown, you may be disconnected at any time.
For electric and residential natural gas heating customers, shut-offs are not carried out on Fridays, weekends, state or federal holidays, the day before a state or federal holiday, or any other day when the company's Customer Care Center is not available.
We will not shut off your service for the disputed portion of the bill while you are engaged in the dispute process, or if you have an active Payment Arrangement with the company, provided that current payments are being made.
If your service is shut off , full payment of the past-due amount, a reconnection fee, and a security deposit may be required before service can be reconnected. We work to reconnect service within 24 hours of payment.
Winter protection prevents shut-off between November 1 and May 1 for electric and residential gas customers who use natural gas for heating, who have an overdue balance and qualify for hardship status.
To determine your eligibility for hardship status, contact your local Community Action Agency, the United Way or dial 211. You will be required to provide proof of hardship status within 13 days of your claim. To continue to receive service after May 1, you must arrange for payments on past-due amounts and make sure that your payment plans are up to date as of May 1.
Winter protection does not release you from your financial obligation to pay the balance due on your account, nor does it protect your account from normal collection activities.
Connecticut law defines hardship as a customer who lacks the financial resources to pay for the entire electricity or natural gas bill, including (but not limited to):
- Those receiving local, state or federal public assistance, including: Aid to
the Blind, Aid to Families with Dependent Children, Aid for the Elderly,
Aid to the Disabled, Medicaid, Food Stamps, Supplemental Security
Income, General Assistance and those whose major source of financial
support is derived from Social Security, Veterans Administration or
Unemployment Compensation benefits.
- Those who are heads of households and unemployed, and where household
income is less than 300 percent of the poverty level.
- Those who are seriously ill, whose homes include residents who are seriously ill or who have a life-threatening situation.
- Those whose incomes fall below 125 percent of the poverty level as determined
by the federal government.
- Those whose circumstances threaten a deprivation of the necessities of life for themselves or dependent members of their households if payment of a delinquent utility bill is required. Necessities of life include (but are not limited to) food, clothing, shelter, medical expenses and heat.
You may be eligible for medical hardship status if anyone in your home is seriously ill or has a life-threatening situation, and you are facing having your natural gas or electrical service shut off.
To establish this, have your physician complete the certification of illness form online via our medical web portal within seven days.
You must continue to pay current bills and arrange for payment of past-due amounts while service is continued. If the length of the serious illness is not specified, the physician certification form must be renewed every 15 days.
If the doctor has specified the length of the serious illness but the serious illness extends beyond that date, the certification must be renewed before it expires. The company may dispute the validity of any physician certification form with PURA.
If a physician certifies that someone in your home has a serious illness, your electrical or natural gas service will be protected from shut-off during the period of serious illness, as certified by your physician, between November 1 and May 1.
In addition, if the physician certifies that the medical condition is life-threatening, your service will not be shut o ff at any time during the period certified by your physician. You will only be protected from shut-o ff during the period certified by your physician.
At the end of this period, you will receive a notification that your physician must complete a new certification of illness via our medical web portal to continue to be protected from a shut-o ff.
Please note, state regulations allow Eversource to contest a physician's certification. Medical hardship status does not release you from your financial obligation to pay the balance due on your account or from normal collection activities.
If you are a tenant and have an individual meter for your premises, but your landlord pays the gas or electric bill, you may establish service in your own name if your service becomes subject to termination.
You are not liable for the amount owed by the landlord, and you are legally entitled to deduct your gas or electric bill payments from your rent. If, on the other hand, the building has a master meter serving more than one tenant and a landlord's account becomes subject to termination for non-payment, the utility will not terminate service.
Instead, it will petition the court to establish a receiver of rents who will pay the bill.
Information about licensed electric suppliers, including rates and charges, contract terms and conditions, energy sources and emission rates is available from the Public Utilities Regulatory Authority (PURA), 10 Franklin Square, New Britain, CT 06051, by visiting www.EnergizeCT.com/suppliers.
For other consumer questions and unresolved complaints, you may call PURA at 800-382-4586.
Questions and Complaints
If you have a question or complaint about your bill or any payment arrangement, please contact us. You may also include a note with your payment on a separate sheet of paper.
The Public Utilities Regulatory Authority (PURA) can be reached via phone at 800-382-4586 or by writing to 10 Franklin Square, New Britain CT 06051.