Utility shutoff notice, advocate script for calling the utility company

Introduction

A shutoff notice can feel scary, especially if you are caring for an older adult, managing chronic illness, or relying on electricity for medical equipment. Beyond comfort, losing power, gas, or water can quickly become a health and safety issue in very hot or very cold weather (see References 2 through 5). Utility stress and “energy insecurity” are also linked with health harms and hard tradeoffs, including unsafe coping behaviors (see Reference 1).

This guide helps you prepare for the call, ask for the right options, and document what the utility agrees to. It is written for customers, caregivers, and advocates. Policies vary by state and utility, but the structure of a strong call is similar everywhere.

Quick checklist

If you only have a few minutes, start here:

• Find the shutoff date, the amount due, and the phone number listed on the notice.
• Call the utility and ask for a temporary hold on disconnection while you review options.
• Ask to be screened for payment plans, reduced payment options, discounts, or hardship protections.
• If someone in the home has a medical need, ask what medical certification or “medical baseline” protections are available (see References 8 and 9).
• Write down the representative’s name, the time of the call, and any confirmation number.
• If your home is becoming dangerously hot or cold, focus on safety first and go somewhere safer while you make calls (see References 2 through 5).
• Watch for utility shutoff scams that pressure you to pay immediately or by unusual methods (see Reference 13).

What a utility shutoff notice usually means

A shutoff notice typically means your account is past due and the utility is warning you about the next step in its collections process. The notice often includes:

• The shutoff or disconnection date
• The past due balance and any fees
• How to pay and how to contact customer service
• Instructions for requesting a payment arrangement or extension
• Special instructions for medical needs, disabilities, or emergencies

Even if you plan to apply for assistance, calling the utility early can matter. Many utilities can place a short hold, set up a payment arrangement, or explain what documentation they require for special protections.

If you see medical equipment mentioned, treat it as urgent

If anyone in the home uses electricity-dependent medical devices or assistive equipment, a shutoff can become dangerous quickly. Federal health agencies emphasize planning for power interruptions for people who rely on devices such as oxygen equipment, ventilators, suction devices, CPAP, infusion pumps, and power mobility devices (see References 8 and 9). If this applies to you, make that clear on the call and ask what urgent options exist.

Before you call: Get organized in 10 minutes

You do not need perfect paperwork to start the call. You do need the essentials.

Gather this information

• Account number and service address
• Name on the account and your relationship to the account holder
• The shutoff notice with dates and reference numbers
• The amount you can pay today, even if it is small
• Household size and rough monthly income
• Any benefits you receive that may help eligibility, such as SSI or Medicaid
• If there is a medical need: the device or need, and the clinician or supplier contact information (see References 8 and 9)

Decide your goal for the call

Pick one main goal and one backup goal.

Main goal examples:

• “I need a disconnection hold and a payment plan I can afford.”
• “My service is already off. I need the fastest path to restore it.”
• “We have a medical need. I need to know what protections apply and what documentation is required.”

Backup goal examples:

• “Can you waive late fees and stop new fees while I make payments?”
• “Can you split the balance across multiple months?”
• “Can you put notes on the account and confirm the agreement in writing?”

Advocate script for calling the utility company

Use this as a word-for-word script. Adjust the details to fit your situation. If you are calling on behalf of someone else, have the account holder on the call if possible, or ask what authorization the utility needs to speak with you.

Step 1: Start the call and confirm the account

• “Hi, my name is [Name]. I’m calling about the account at [Service Address]. The account number is [Account Number].”
• “Can you confirm the current balance due, the shutoff date, and what I need to do today to avoid disconnection?”

If you are a caregiver or advocate:

• “I am calling with permission from the account holder. What do you need from us so you can discuss the account with me?”

Step 2: Ask for an immediate hold while you review options

• “I received a shutoff notice. I am requesting a temporary hold on disconnection while we set up an arrangement.”
• “How many days can you hold disconnection while we finalize a plan or submit paperwork?”

If the representative says they cannot:

• “Please check again. I am asking for any available hold, extension, or supervisor review.”

Step 3: Clearly describe the hardship in one sentence

Keep it short and specific. Examples:

• “We had an unexpected medical expense and fell behind.”
• “Income dropped this month and we need time to catch up.”
• “The bill increased suddenly and we are trying to understand why.”

Then pivot back to your request:

• “What options do you offer for customers who cannot pay the full amount today?”

Step 4: If there is a medical or safety risk, say it plainly

You do not need to share private medical details. You do need to communicate the risk.

• “Someone in the home relies on electricity for a medical need. What medical hardship or medical certification protections do you offer?”
• “What form is required, who can sign it, and how do we submit it?”
• “While paperwork is pending, can you place a disconnection hold?”

Why this matters: The FDA recommends planning ahead for power interruptions for home medical devices and provides practical steps to prepare, including organizing device information and backup plans (see References 8 and 9).

Step 5: Ask to be screened for payment plans and bill relief

Use a “screen me” approach. It keeps the conversation moving.

• “Please screen me for every payment plan, reduced payment option, discount rate, or hardship program that I qualify for.”
• “Can you set up a payment plan that breaks the balance into monthly payments?”
• “Can you change the due date to align with when income arrives?”
• “Can you stop late fees or waive fees while I follow the plan?”

If you can pay something today:

• “I can pay [Amount] today. If I do that now, can you hold disconnection and set up the remaining balance on a plan?”

If you cannot pay today:

• “I cannot pay today. I need the plan with the lowest upfront amount to prevent shutoff. What is the minimum required to keep service on?”

Step 6: Ask about assistance programs and where to apply

Even if the utility does not run the program, they often know the pathway.

• “Do you partner with any community or government programs that can help prevent shutoff?”
• “If I apply for energy assistance, will you place a hold while the application is processed?”
• “What documentation do you require for an assistance pledge or third-party payment?”

For many households, two key federal programs are:

• Energy bill help through LIHEAP, which may include crisis or emergency support (see Reference 10)
• Weatherization assistance to reduce future bills through home improvements (see References 10 and 11)

For water bills, affordability programs and payment arrangements vary widely. The U.S. Environmental Protection Agency highlights that affordability challenges can affect lower-income households and older adults on fixed incomes, and encourages customers to contact their water utility to ask about options (see Reference 12).

Step 7: Confirm the agreement and document everything

Before you hang up, lock in the details.

• “Please repeat the agreement: the payment amounts, due dates, and what happens if a payment is one day late.”
• “Will you send written confirmation by email or mail? If not, can you note it on the account and give me a confirmation number?”
• “Can you confirm that disconnection is paused through [Date]?”

Write down:

• Date and time of call
• Representative name or ID
• Confirmation number
• What you agreed to pay and when
• When you should call back if you do not receive confirmation

If the answer is no: How to escalate without losing momentum

It is common to hear “we can’t” on the first call. Your goal is a second look, not an argument.

Ask for a supervisor review

• “I understand. Please transfer me to a supervisor or escalation team for a hardship review.”
• “Is there a customer advocate, medical hardship, or collections supervisor who handles disconnection exceptions?”

Ask what would make it a yes

• “What specific requirement is blocking a hold or plan?”
• “If I can provide [document] or pay [amount], what changes?”

Protect yourself from shutoff scams while you are under stress

Scammers often use a shutoff threat to create panic and rush payment. The Federal Trade Commission warns that a surprise call threatening immediate shutoff is often a scam, especially if they demand unusual payment methods (see Reference 13). If you get a suspicious call:

• Hang up.
• Call the official number on your bill or the utility website, not the number the caller gave you.
• Do not share account passwords or payment codes.

Staying safer if utilities are unstable or already off

If your utilities are disconnected or at risk, your safety plan matters, especially for older adults and people with chronic illness.

Heat safety for older adults and caregivers

Older adults are more prone to heat-related health problems. Public health guidance emphasizes cooling strategies, hydration, and paying attention to symptoms of heat illness (see References 2 and 3). If you are managing heat without reliable power:

• Spend time in an air-conditioned place when possible.
• Drink water regularly unless a clinician has told you to limit fluids.
• Check on an older adult frequently, especially if they live alone.
• Watch for symptoms like headache, nausea, weakness, confusion, or worsening symptoms, and seek urgent medical care when needed (see Reference 2).

Cold safety and hypothermia warning signs

Older adults can be affected by cold more quickly, and hypothermia can be a medical emergency. Guidance from public health sources lists signs such as shivering, confusion, slurred speech, drowsiness, and fumbling hands (see References 4 and 5). If heat is limited:

• Dress in layers and keep the living space as warm as you safely can.
• Avoid trying to “tough it out” if the home is getting too cold.
• Seek medical attention right away if someone shows signs of hypothermia (see Reference 4).

Carbon monoxide safety

Using generators, grills, camp stoves, or ovens for heat can increase carbon monoxide risk. Carbon monoxide is an odorless gas that can cause sudden illness and death, with symptoms that can look like the flu, including headache, dizziness, weakness, nausea, chest pain, and confusion (see References 6 and 7). If more than one person feels sick at the same time, treat that as a warning sign.

If you suspect exposure, move to fresh air and seek emergency help right away.

If you rely on medical devices that need electricity

The FDA recommends having a plan for devices that require electricity, including knowing your backup power options, keeping key information together, and knowing where you would go if power fails (see References 8 and 9). If you are facing a shutoff and a device is essential:

• Tell the utility about the medical need and ask about protections and holds.
• Contact the device supplier to ask about batteries or backup options.
• Identify a safe place you could go quickly if you lose power.

Related Understood Care resources

If you want support organizing paperwork and making calls, these Understood Care resources may help:

• https://understoodcare.com/uc-articles/emergency-utility-assistance-what-to-do-today
• https://understoodcare.com/uc-articles/financial-help
• https://understoodcare.com/uc-articles/avoiding-scams-frauds
• https://understoodcare.com/care-types/analyze-bills

How Understood Care can support you

If you are managing a shutoff notice for yourself or someone you care for, having a second person can make it easier to stay calm and thorough. An advocate can help you:

• Review the notice, pull out deadlines, and build a simple call plan.
• Make the call with you and take notes, so you do not have to remember everything.
• Organize documents needed for payment plans or assistance applications.
• Spot red flags for possible scams and confirm you are using official contact information.

If you are worried about heat, cold, or a medical device during a potential shutoff, consider making a safety plan first, then making the call.

FAQ

• What should I do first when I get a utility shutoff notice?
  Call the number on the notice and ask for a temporary hold while you review payment plan and hardship options. Then document the call, including the shutoff date and any confirmation number.
• What do I say when I call the utility company about a shutoff notice?
  Use a simple structure: confirm the balance and shutoff date, request a disconnection hold, ask to be screened for all payment plans and assistance options, and confirm the agreement in writing.
• How do I ask for a payment plan to stop utility disconnection?
  Ask directly for the lowest upfront amount and a plan you can keep: “I can pay [Amount] today. What payment plan prevents shutoff and spreads the rest across monthly payments?”
• Can my electricity be shut off if I use a medical device at home?
  Rules vary. Many utilities have medical certification or medical baseline processes. Tell the utility there is an electricity-dependent medical need and ask what protections and paperwork apply, and whether a hold can be placed while paperwork is processed.
• Where can I get emergency help paying an electric bill to prevent shutoff?
  Ask your utility what programs they accept, then look into federal programs like LIHEAP for crisis support and WAP for weatherization to reduce future bills. The fastest help often depends on your location and documentation.
• What should older adults do if the home is too hot or too cold because utilities are off?
  Prioritize safety. Move to a safer place if you can, check in frequently, and watch for heat illness or hypothermia warning signs. Seek urgent medical care if symptoms appear.
• How can I tell if a utility shutoff call is a scam?
  Be cautious if the caller demands immediate payment, uses threats, or asks for unusual payment methods like gift cards, wire transfers, or crypto. Hang up and call the official number on your bill or statement.

References

1. https://pmc.ncbi.nlm.nih.gov/articles/PMC7966972/
2. https://www.cdc.gov/heat-health/risk-factors/heat-and-older-adults-aged-65.html
3. https://www.nia.nih.gov/health/safety/hot-weather-safety-older-adults
4. https://www.cdc.gov/natural-disasters/psa-toolkit/recognizing-hypothermia.html
5. https://www.nia.nih.gov/health/safety/cold-weather-safety-older-adults
6. https://www.mayoclinic.org/diseases-conditions/carbon-monoxide/symptoms-causes/syc-20370642
7. https://medlineplus.gov/carbonmonoxidepoisoning.html
8. https://www.fda.gov/medical-devices/emergency-situations-medical-devices/fda-offers-tips-about-medical-devices-and-natural-disasters
9. https://www.fda.gov/media/80782/download
10. https://www.benefits.gov/benefit/623
11. https://www.energy.gov/scep/wap/weatherization-assistance-program
12. https://www.epa.gov/waterfinancecenter/water-affordability
13. https://consumer.ftc.gov/scammers-pretend-be-your-utility-company