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Procedures for termination of service to residential customers for nonpayment of bill, including those with special needs

Bills for residential electric service are due and payable on the "date of the bill" and become past due 25 days after the "date of the bill." If the bill is not paid, a second month's bill is rendered, showing a prior account balance. The bill may include a disconnect notice or the disconnect notice may be separately mailed giving a minimum of 10 days but up to approximately 30 days notice of disconnection. Copies of the disconnect notice are sent to any third party designated by the customer. The disconnect notice includes the requirements of the Commission's rule 103-352 as follows:
  • The total amount owed. 
  • The date and amount of last payment. 
  • The amount required, and date by which the customer must make payment or an arrangement, to prevent disconnection of service. 
  • The availability of a deferred payment plan including contact information to request such a plan. 
  • A statement informing customers of the protections afforded to certain customers December through March who provide a medical certificate and certify inability to pay. 
  • A statement suggesting customers to contact assistance agencies. 
  • The availability of review by the Office of Regulatory Staff.
If payment is not received nor an arrangement made within approximately five days of the scheduled disconnection, an additional disconnect notice is mailed to the customer in accordance with 103-352 b. Disconnections for nonpayment are only performed Monday through Friday, 8:00a.m. to 5:00 p.m. During some extreme weather conditions Duke Energy Carolinas may defer disconnecting customers for nonpayment.

Disconnect Moratorium

Duke Energy Carolinas residential customers can become exempt from having their electric service disconnected for a 30-day period (with the option of renewing the exemption every 30 days) – between December 1 and March 31 each year if they meet the following criteria:
  • A member of the household’s health will be put in danger due to termination of their electric service. This must be certified by a physician every 30 days during this four-month period.
  • The customer is unable to pay the balance of their service account in full or under an installment agreement.
  • Note: In order to qualify, you must call Duke Energy Carolinas at 800.777.9898 to obtain the necessary paperwork, then get the doctor to certify in writing that disconnection of electricity would endanger that person’s health. Each certification is good for only 30 days; you will need to repeat the certification process to extend the moratorium beyond 30 days. Certification can be renewed up to three times each winter between December 1 and March 31. 

Payment Arrangements

If you are unable to pay your bill in full before the date of disconnection, you may log into your account and select the Need More Time to Pay? link to request an arrangement, if eligible. You can also call Duke Energy Carolinas at 800.777.9898 to make arrangements through our automated Voice Response Unit (VRU) or, if you prefer, discuss payment arrangements with a representative. Duke Energy Carolinas will work with you to every extent possible to give you more time to pay.

What do I do if my service is disconnected?

If your electric service is disconnected for nonpayment, call Duke Energy Carolinas at 800.777.9898 to discuss terms for reconnecting your service. Generally, you will be required to pay a reconnection fee and pay all past due amounts before service can be reconnected. You may also be required to pay a deposit equal to two months’ electric bills. 

Third-Party Notification

Any customer may designate a third party of their choice (friend, relative, church, etc.) to receive duplicate copies of any notification of past due bills and Disconnection for Non-payment Notices. You may set up Third-Party Notification by calling Duke Energy Carolinas at 800.777.9898.

Special Needs Customers

Accounts of customers identified by Duke Energy Carolinas as chronically or seriously ill, handicapped, or on a life support system and whose health could be endangered if electric service is disconnected receive special review throughout the year prior to disconnection for nonpayment. It is your responsibility, however, to let us know if you or someone in your household fits these criteria. In order to qualify, you must call Duke Energy Carolinas at 800.777.9898 to obtain the necessary paperwork, then get the doctor to certify in writing that disconnection of electricity would endanger that person’s health. 

Note: 
  1. This process takes 30-45 days to complete. 
  2. Participation in the program does not mean that your power will not be disconnected for nonpayment or interrupted due to an outage. Also, when there is a major outage, participation does not mean that you will be the first to have power restored. Customers with medical needs should make preparations in advance for extended outages.
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