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?
Consumer Protections by Industry
- 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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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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- 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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- 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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- 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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- 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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- 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.
- FCC's Keep Americans Connected Pledge: In response to the COVID-19 pandemic, the Federal Communications Commission (FCC) encouraged all providers to pledge, for the next 60 days, to do the following:
- Not terminate service to any residential or small business customers because of their inability to pay their bills due to the disruptions caused by the coronavirus pandemic.
- Waive any late fees that any residential or small business customers incur because of their economic circumstances related to the coronavirus pandemic.
- Open Wi-Fi hotspots to any American who needs them.
The largest fixed broadband and wireless cellphone providers in California – listed below – have all signed onto the FCC pledge, which is available at this link: Keep Americans Connected Pledge.
Fixed Broadband Companies
Wireless Companies
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Letter from CPUC Directing Utilities to Provide Information Regarding Consumer Protections
Letter from CPUC Directing Utilities to Provide Information Regarding Business Continuity
More Resources
Small Businesses
U.S. Small Business Administation (SBA) Resources
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More COVID-19 Information