National Grid - Frequently Asked Questions about Termination of Service

Frequently Asked Questions about Termination of Service Notice The shut-off moratorium scheduled to end April 15, 2008 will be extended two weeks to May 1, 2008 for protected customers.

We are requesting that customers continue to pay a portion of your gas and electric bill.

If you are a protected customer, please call us at 800-870-1664 to make payment arrangements with our customer service representatives.

What types of payment plans are available to customers who are faced with termination of their service?
There are two sets of payment plans available based on a "standard" customer or a "protected" customer.

What is a "standard" customer and a "protected" customer? A standard customer is a customer not classified in one of the protected categories.

A protected customer is a residential customer identified by the utility that evidence of one or more of the following:

Unemployed/receiving unemployment compensation
Elderly (all members of households must be 62 or older) or disabled (an affidavit stating one's disability—verification by a physician is required).
Receiving assistance via the Low Income Home Energy Assistance Program (LIHEAP)
Seriously ill—illness that is life threatening or may become life threatening, or a disability (an affidavit stating one's disability—verification by a physician is required.)
Households with a child under 12 months of age—provided there is a financial hardship (verification of birth is required)

When do these plans take affect? The regulations prevent gas and electric utilities from terminating residential service during the utility termination moratorium (November 1st through April 15th) for nonpayment of a delinquent account if the customer is a "protected" customer. (Please see notice above for a change in this year's moratorium for protected customers only.)

What are the specific steps for the payment plans for the "standard" customers? We provide several methods of payment, before service is terminated.

Standard Customer - Step 1A Payment Plan - Pre-Termination
- No down payment required
- Must pay each month the sum of 1/12th of the estimated prospective annual utility cost plus 1/6th of the unpaid balance for the first six months of the plan
- Not available to customers after termination of service or after disenrollment from a previous plan
Standard Customer - Step 1B Payment Plan - Pre-Termination
Six Month Option
- No down payment required
- Must pay each month the sum of 1/6th of the unpaid balance plus the amount due for current usage
- Not available to customers after termination of service or after disenrollment from a previous plan
Standard Customer - Step 2 Payment Plan Pre-Termination Re-negotiation
- No down payment required
- Must pay each month the sum of 1/12th of the estimated prospective average annual utility cost plus 1/6th of the unpaid balance for the first six months of the plan
- Not available after termination of service
Standard Customer - Step 3 Payment Plan Post-Termination
- Initial down payment of 60% of the unpaid balance required
- Must pay each month the sum of 1/12th of the estimated prospective annual utility cost plus 1/3rd of the unpaid balance for the first three months of the plan
Standard Customer - Step 4 Post-Termination
- A customer may be required to pay up to 100% of the unpaid balance to restore service

How do I know that I qualify as a "protected" customer? We have forms for Elderly Protection (age 62 or older), a resident with a seriously ill full-time resident, handicapped full-time resident, financial hardship and infant living in the home. These certifications must be validated each year. Please contact a customer service representative to receive any of these forms at 800-870-1664.

What are the steps for a "protected" customer? There are several steps for protected customers before termination on service. They are:

Protected Customer - Step 1A Payment Plan - Pre-Termination
- No down payment required
- Must pay each for 12 months the sum of 1/12th of the unpaid balance plus the balance due for the current usage or 1/12th the unpaid balance plus 1/12th the prospective usage after reducing the amount due by any public energy assistance funds received or promised
Protected Customer - Step 1B Payment Plan Post-Termination
- Initial down payment of 25% required
- Must pay each month for 12 months the sum of 1/12th of the unpaid balance plus the balance due for current usage or 1/12th of the unpaid balance plus 1/12th of the prospective usage after reducing the amount due by any public energy assistance fund received or promised
Protected Customer - Step 1C Payment Plan Six Month Option
- Pre-Termination
  - No down payment required
  - Must pay each month for six months the sum of 1/6th the unpaid balance plus the amount due for current usage
- Post-Termination
  - 25% down payment required
  - Must pay each month for six months the sum of 1/6th of the unpaid balance plus the amount due for current usage
Protected Customer - Step 2 Payment Plan Pre-Termination Re-negotiation
- No down payment required
- Must pay each month for 12 months the sum of 1/12th unpaid balance plus the balance due for current usage or 1/12th of the unpaid balance plus 1/12th of the prospective usage after reducing the amount due by an public energy assistance funds received or promised
- LIHEAP recipients may renegotiate on additional time upon receipt of a LIHEAP promissory note or at the time when the utility receives the LIHEAP grant, whichever is first. Customer must pay each month for 12 months the sum of 1/12th of the unpaid balance plus 1/12th of the prospective use after reducing the amount due by the amount of the LIHEAP grant/promise
- Only available prior to termination of service
Protected Customer - Step 3 Payment Plan
- Initial down payment of 25% of the customer's unpaid balance required
- Must pay each month for 12 months the sum of 1/12th of the prospective average annual utility cost less the estimated annual payment from the public energy assistance program plus 1/12th of the customer's unpaid balance
Protected Customer - Step 4 Payment Plan
- Initial down payment of 35% of the customer's unpaid balance required
- Must pay each month for 12 months the sum of 1/12th of the estimated prospective average annual utility cost less estimated annual payment from the public energy assistance programs plus 1/12th of the customer's unpaid balance
Protected Customer - Step 5 Payment Plan
- Initial down payment of 50% of the unpaid balance required
- Must pay each month for 12 months the sum of 1/12th of the estimated prospective average annual utility cost less the estimated annual payment from the public energy assistance programs plus 1/12th of the unpaid balance
Reasonable Payment Plan
- Based on Individual Case-By-Case Analysis
- Customer and company may establish a reasonable payment plan with a negotiated down payment of at least 50%. When establishing a reasonable payment plan, the company shall consider the income schedule of the customer, if offered by the customer, the customer's payment history, the size of the unpaid balance and current bill, the amount of time and reason for the outstanding bill and whether the delinquency was caused by unforeseen circumstances.

Is there anything I need to provide National Grid to show that I am handicapped? Yes, in order to qualify for special protected status for your illness or handicap, you are required to have your doctor certify your medical condition.

To request a handicapped form, please contact our customer service representatives at 800-870-1664.

I have a hard time paying my bills and believe I may qualify under the "financial hardship" status. How do I know I qualify? We will send out a financial hardship form which will include verification of income and sources of gross income. To request a form, please contact our customer service representatives at 800-870-1664.

How often does the company notify customers of the termination rules in detail? Twice a year, we mail a listing of the steps for "standard" and "protected" customers to all customers. This is mailed before the beginning of the moratorium, usually in October and before the end of the moratorium, usually in March.

How do I get a copy of the rules and regulations governing termination of service? A copy of the Rules and Regulations Governing Termination of Residential Electric, Gas and Water Utility Service is available for review at the office of the Division of Public Utilities and Carriers, 89 Jefferson Boulevard, Warwick Rhode Island - Monday through Friday, 8:30 a.m. to 3:30 p.m.

You may also obtain an online copy on the Rhode Island Public Utilities Commission website*.

Are there other methods available to customers for payment? Yes, we have several ways to pay your bill. We provide a budget billing plan that spreads your natural gas costs more evenly throughout the year. This is a free service that is available to all our natural gas residential heating customers.

We also provide customers with DirectPay, in which the exact amount of your bill is removed from your bank account.

A one-time payment can be made online, or you can go directly to an authorized paystation.

How do the plans work?

Budget Billing Plan
Your initial budget amount is based on your average monthly natural gas bill from the previous 12 months. If your natural gas account has been open for less than 12 months, the budget amount will be based on estimated usage.

After six months, your Budget Billing Plan will be reviewed and may be adjusted to reflect changes in gas costs or your actual usage for this six-month period. You will be notified if the budget amount will be changed.

Your 12th month bill will reflect the difference between your actual usage and your Budget Billing Plan payments for the year. This difference may be a credit or an outstanding balance. A credit will be applied to your next billing cycle. When the outstanding balance is paid, the plan cycle begins again.

Once you have enrolled in the plan, your account will remain on the Budget Billing Plan until you notify National Grid that you wish to cancel the service.

If you miss two payments, you will automatically be removed from the plan.

To sign up for the Budget Billing Plan, please call our customer service area at 800-870-1664.
DirectPay You can pay your bill automatically without the hassle of check writing, stamps mailing and due dates, because your exact bill amount is withdrawn automatically from your banking account.

After you have enrolled, your next monthly service bill will indicate how much energy you used and the amount and date of your next automatic withdrawal. The bill is simply a reminder to not send in your payment. We will withdraw the exact amount from your banking account 25 days after your billing date.

To enroll, simply print, complete and mail in the Direct Payment Service form (pdf).

Please note that we cannot process passbook savings accounts.
Online Payments To make a one-time payment with your credit card, bank account or a debit card, you and use our online payment service, which is provided by Kubra. Kubra will charge a convenience fee per transaction. This fee will appear as a separate line item on your bank or credit/debit card statement. This fee is not part of your natural gas bill and is charged by Kubra. This fee is not payable to National Grid.
Authorized Paystations Authorized agencies do not charge you a fee to take your National Grid natural gas payment. Also, authorized agencies transfer your payment promptly so that it can be applied to your bill.

We cannot guarantee that unauthorized payment agencies will transfer your payment to us in a timely manner - or even at all. To protect yourself, always keep a receipt or other record of your payment.

For the most up-to-date listing of paystations nearest you, visit Pay in Person (located on National Grid's Rhode Island-Electric website).

Are there agencies to help me with paying my bill? We have a number of assistance sources available for customers who need help paying their energy bills. Visit Need Assistance? to find a listing of all the agencies.

Avoid Service Disconnection Please call us if you or someone you know is without natural gas or electric service, or behind on payments. We works with customers individually to establish payment plans and can also provide customers with a list of energy assistance sources. After a mutually acceptable customer payment is made, a payment plan will be established and utility service can be restored.

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