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Government Command Center 17 items

Municipal Utility Billing & Shutoff Protection Checklist

Guides a municipal water, gas, or electric utility through billing accuracy, disconnection due-process notice, seasonal and medical moratoriums, and payment-assistance practices.

State Utility Commission RulesCold-Weather/Medical Shutoff ProtectionsDue Process (Memphis Light v. Craft)

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Billing Accuracy & Meter Reading

  • Are meters read on a regular cycle with estimated bills limited and reconciled? *
  • Are rate schedules and fees adopted by the governing body and applied correctly? *
  • Is a documented process in place to correct billing errors and issue adjustments? *
  • Are backbilling for undercharges limited to the allowed period? *

Disconnection Notice & Due Process

  • Is written disconnection notice provided within the required timeframe before shutoff? *
  • Does the notice explain the reason, amount, dispute rights, and how to avoid disconnection? *
  • Is a dispute/hearing procedure available before service is terminated? *
  • Are disconnections avoided on weekends, holidays, and just before them where required? *

Moratoriums & Vulnerable Customers

  • Are cold-weather / extreme-heat shutoff moratoriums observed per state rule? *
  • Are medical certification protections honored to prevent disconnection? *
  • Are protections applied for households with infants, elderly, or disabled occupants where required? *

Deposits, Assistance & Reconnection

  • Are deposits, late fees, and reconnection charges within authorized limits? *
  • Are payment plans and assistance programs (e.g., LIHEAP/LIHWAP referrals) offered? *
  • Is service reconnected promptly once the cause of disconnection is resolved? *

Records & Data Protection

  • Are disconnection notices and customer disputes documented and retained? *
  • Is customer payment/account data secured against unauthorized access? *
  • Notes on corrective actions: *

Download the full Municipal Utility Billing & Shutoff Protection Checklist checklist

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