Utility Consumer Protections During California COVID-19 Outbreak

Below is a list of consumer protection provisions enacted in response to the COVID-19 outbreak in California. This list covers both Investor Owned Utilities (IOUs), which are regulated by the California Public Utilities Commission (CPUC), and Publicly Owned Utilities (POUs).  Please visit your specific utility’s webpage for more specific information about protections and benefits available to you.

For additional resources related to the COVID-19 Outbreak, please visit the State of California’s COVID-19 Awareness Website: https://covid19.ca.gov/

For payment assistance programs, please visit www.cpuc.ca.gov/assistanceplans.

For information about discounts on home and cell phone service available through the California LifeLine Program, please visit https://www.californialifeline.com/en/login for the application and https://www.californialifeline.com/en/provider_search to find a provider near you.

Please visit to www.cpuc.ca.gov/CALowCostInternetPlans find Internet providers in your area offering free or low-cost options.

If you have an issue with your utility and would like to file a complaint, please contact the Consumer Affairs Branch via phone at 1-800-649-7570 or via email at consumer-affairs@cpuc.ca.gov.

Fact Sheet: How is the CPUC Helping Consumers and Businesses Impacted by COVID-19?

• Feb. 11, 2021: CPUC Extends Emergency Utility Customer Protections and Takes Further Action To Address Energy Arrearages During COVID-19
  • Final Resolution M-4849 approved.
   
• Dec. 17, 2020: CPUC Implements Consumer Protections to Assist Residential and Small Business Customers
  
  • Final Resolution M-4848 approved.
  • Fact Sheet on Voice Disconnections
  • Mar. 24, 2021: Executive Director Letter Extending Moratorium on Disconnection for Non-Payment and Fees for Late Payment for Voice Service (Resolution M-4848) Through July 15, 2021
   
• Dec. 2020: Mitigating Rate Impacts for Consumers Fact Sheet

Consumer Protections by Industry

• Electricity & Natural Gas Utilities - Investor Owned Utilities (IOUs)
• Electricity - Community Choice Aggregators (CCAs)
• Water & Sewer Companies - Investor Owned Utilities (IOUs)
• Electricity & Natural Gas Utilities - Publicly Owned Utilities (POUs)
• Water & Sewer Companies - Publicly Owned Utilities (POUs)
• Small Local Exchange Carriers (LECs)
• Communications Companies

Electricity & 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:

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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:

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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:

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Electricity & 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:

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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:

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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:

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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. For more information about CTF, please visit www.cpuc.ca.gov/ctf.
  • 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. For more information, please visit: ww.cpuc.ca.gov/General.aspx?id=6442457502  
  • 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  

AT&T Wireline	AT&T has announced it is offering two months of free service to new customers of its affordable broadband program and has also expanded program eligibility. AT&T waived data overages for internet wireline and fixed wireless internet customers for 60 days. AT&T’s Website AT&T's COVID-19 Response Website AT&T’s Affordable Broadband Plan, Access from AT&T
Charter Communications	Charter is increasing speeds and offering free access for 60 days to households with K-12 and/or college students that do not already have a subscription. Charter does not charge for data overages. Charter’s Website Charter's COVID-19 Response Website Charter’s Affordable Broadband Plan, Spectrum Internet Assist
Comcast	Comcast is increasing eligibility and speeds to their affordable broadband and new subscribers will receive 60 days free. Comcast waived data overage for 60 days. Comcast’s Website Comcast’s COVID-19 Response Website Comcast’s Affordable Broadband Plan, Internet Essentials
Consolidated Communications	Consolidated Communications does not have an affordable broadband plan. Consolidated Communications’ Website Consolidated Communications’ COVID-19 Response Website
Cox Communications	Cox Communications is increasing eligibility and service speeds to their affordable broadband program. New eligible subscribers will receive one month free. Cox waived data overages for 60 days. Cox’s Website Cox’s COVID-19 Response Website Cox’s Affordable Broadband Plan, Connect2Compete Cox's Connect2Compete COVID-19 Offering
Frontier Communications	Frontier Communications provides an affordable broadband and landline service bundle as part of their LifeLine offering. Frontier Communications’ Website Frontier Communication’s Affordable Broadband Bundle
Sierra Telephone Company	Sierra Telephone Company does not have an affordable broadband plan. Sierra Telephone Company’s Website
Sonic Telecom	Sonic is offering three months of free internet access and unlimited nationwide home telephone service to households with K-12, college students, or senior citizens 60 or older. Sonic does not have an affordable broadband plan. Sonic’s Website Sonic’s COVID-19 Response Website
Suddenlink	Suddenlink is providing free broadband for 60 days to any new household in their service area to impacted K-12 and/or college students who do not currently have home internet access. Suddenlink additionally offers an affordable broadband plan. Suddenlink’s Website Suddenlink’s COVID-19 Response Website Suddenlink’s Affordable Broadband Plan, Altice Advantage
Wave	Wave offers an affordable broadband plan. Wave’s Website Wave’s COVID-19 Response Website Wave’s Affordable Broadband Plan, Simply Internet

Wireless Companies

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Letter from CPUC Directing Utilities to Provide Information Regarding Consumer Protections

• Executive Director's Letter to Energy Companies
• Executive Director's Letter to Water Companies
• Executive Director's Letter to Communications Companies

Letter from CPUC Directing Utilities to Provide Information Regarding Business Continuity

• Executive Director's Letter to Energy Companies
• Executive Director's Letter to Water Companies
• Executive Director's Letter to Communications Companies
• Executive Director's Letter to Rail Companies

More Resources

• Governor’s Office
• California Department of Public Health
• California Office of Emergency Services
• Centers for Disease Control and Prevention
• More COVID-19 Information

Small Businesses

• The Governor’s Office of Business and Economic Development (GO-Biz)
• California Coronavirus (COVID-19) Response website for small businesses  

U.S. Small Business Administation (SBA) Resources

• Small businesses and nonprofits can apply for SBA disaster assistance programs online or seek assistance from SBA’s Customer Service Center at 1-800-569-2955/1-800-877-8339 (TTY). For more information: https://disasterloan.sba.gov/ela/
• SBA COVID-19 Small Business Guidance & Loan Resources

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More COVID-19 Information