Utility Consumer Protections During California COVID-19 Outbreak

Communications Companies

• Telephone Disconnection Protection
  • A moratorium on telephone voice service disconnections due to non or late payments during the pandemic was adopted by California Public Utilities Commission Resolution M-4848 on December 17, 2020. Final Resolution M-4848
  • Moratorium begins January 16, 2021, and continues until the end of March, with potential renewal by the CPUC for an additional 90 days.
    Applies to customers with residential or small businesses traditional voice or Voice Over Internet Protocol (VOIP) service.
  • Wireless and wireline service providers who offer service in California must comply.
  • Customers only need verbal or written notice to their provider that they are experiencing hardship.
  • Customers are still responsible for paying their bills at the end of the moratorium and providers are encouraged to offer flexible payment plans.
  • Late fees are still possible, but providers are encouraged to waive them.
  • Fact sheet

• CPUC Broadband in Schools Initiative
  • CPUC will be making $25 million available from the California Teleconnect Fund (CTF) for hotspots and Internet service for student households and discounts for school districts.
  • Additionally, an additional $5 million will be made available for the California Advanced Services Fund (CASF) to cover the costs of hotspot devices and computers. 
  • The Department of Education is also tracking affordable internet service plans. For more information, please visit: www.cde.ca.gov/ls/he/hn/availableinternetplans.asp.

• Affordable Internet Service Plans: Several broadband Internet and wireless cellphone service companies are offering free or low-cost internet access options in response to the COVID-19 health emergency. These services are offered in the areas each company serves, or as otherwise described.
  • For assistance in signing up for internet offerings, click here to find the closest call center in your area.
  • To find out more about affordable internet plans offered in your zip code, click here to visit our CPUC interactive map.
    
    This listing will be updated as more information becomes available. This list is not guaranteed to be complete, or to be an endorsement for the companies listed. The CPUC is not liable for inaccuracies. If you are aware of any additional programs, please contact the Communications Division at: cd_director@cpuc.ca.gov.

 Fixed Broadband Companies  

Wireless Companies

Electricity and Natural Gas Utilities - Investor Owned Utilities (IOUs)

• Disconnections: All electric and natural gas investor-owned utilities were ordered by the CPUC to suspend service disconnections due to non-payment for both residential and commercial customers until April 16, 2021. Please read our decision for more information.
• Flexible Payment Plans: The electric and natural gas IOUs are offering customers the opportunity to create flexible payment plans if financial hardship is a challenge.
• Low Income Programs: Two programs – California Alternate Rates for Energy (CARE) and Family Electric Rate Assistance (FERA) – offer bill discounts for low-income customers. Customers already enrolled in CARE or FERA do not have to renew their applications during the COVID-19 outbreak. Customers are encouraged to contact their utility to see if they qualify for CARE or FERA, amounting to an 18-20% discount on their monthly bill.

More information on Electric & Natural Gas IOU actions related to COVID-19 are available on the utility websites:

Electricity and Natural Gas Utilities - Publicly Owned Utilities (POUs)

• Disconnections: Some electric and natural gas POUs are suspending service disconnections due to non-payment for both residential and commercial customers until further notice. Please check with your specific utility for more information.
• Flexible Payment Plans: Many electric and natural gas POUs are offering customers the opportunity to create flexible and extended payment plans if financial hardship is a challenge.

More information on Electric & Natural Gas POU actions are available on the California Municipal Utilities Association (CMUA) website: https://www.cmua.org/cmua-members-suspending-shutoffs

More information on individual Electric & Natural Gas POU actions related to COVID-19 are available on the utility websites:

Electricity - Community Choice Aggregators (CCAs)

• Disconnections: All CCAs are suspending service disconnections due to non-payment for both residential and commercial customers until further notice. Please read our press release for more information.

More information on Community Choice Aggregator actions are available on the California Community Choice Association website: https://cal-cca.org/about/ccas-and-covid-19/  

More information on individual CCA actions related to COVID-19 are available on the utility websites:

Small Local Exchange Carriers (LECs)

• Disconnections & Fees: All small LECs are suspending service disconnections for both residential and commercial customers for 60 days from March 18, 2020. Companies are also waiving late fees and collection efforts.

More information on actions taken by small LECs: Letter from March 18, 2020

More information on individual LEC actions related to COVID-19 are available on the utility websites:

Calaveras Telephone Company http://www.caltelconnect.com/telephone

Cal-Ore Telephone Company https://comm.cot.net/covid-19/

Ducor Telephone Company https://varcomm.net/

Foresthill Telephone Company https://sebastiancorp.com/

Happy Valley Telephone Company https://www.tdstelecom.com  

Hornitos Telephone Company https://www.tdstelecom.com

Kerman Telephone Company https://sebastiancorp.com/

Pinnacles Telephone Company http://www.pintelco.com/home.html

Ponderosa Telephone Company http://www.goponderosa.com/

Sierra Telephone Company https://www.sierratel.com/  Access Program for Schools and Households

Siskiyou Telephone Company http://www.sisqtel.net/

Volcano Telephone Company https://www.volcanocommunications.com/

Winterhaven Telephone Company https://www.tdstelecom.com

Water & Sewer Companies - Investor Owned Utilities (IOUs)

• Disconnections: All large water and sewer IOUs are suspending service disconnections due to non-payment for both residential and commercial customers until further notice. Also, to the extent possible, companies intend to reconnect recently disconnected customers during the COVID-19 outbreak. Please read our press release for more information.
• Water Quality: Water and sewer utilities are continuing essential work functions to provide clean and safe tap water during the COVID-19 outbreak.

More information on Water & Sewer IOU actions are available on the California Water Association (CWA) website:
http://www.calwaterassn.com/largest-regulated-water-utilities-halt-water-shutoffs-during-coronavirus-crisis/

More information on individual Water & Sewer IOU actions related to COVID-19 are available on the utility websites:

Water & Sewer Companies - Publicly Owned Utilities (POUs)

• Disconnections: Many of the larger water and sewer POUs are suspending service disconnections due to non-payment for both residential and commercial customers until further notice. Please check with your utility for specific provisions. Please read our press release for more information.
• Water Quality: Water and sewer utilities are continuing essential work functions to provide clean and safe tap water during the COVID-19 outbreak.
• Flexible Payment Plans: Many of the water and sewer POUs are offering customers the opportunity to create flexible and extended payment plans if financial hardship is a challenge.

More information on Water POU actions are available on the California Municipal Utilities Association (CMUA) website: https://www.cmua.org/cmua-members-suspending-shutoffs

If you have experienced a shut-off to your water service and are a customer of a POU, you can file a complaint at https://watershut-off.covid19.ca.gov.

More information on individual Water & Sewer POU actions related to COVID-19 are available on the utility websites: