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Service Interruptions, Disconnection, and Reconnection We may need to interrupt your service, on occasion, to repair or maintain our equipment. When possible, we will let you know why and how long you can expect to be without service. If we plan to interrupt service to more than ten (10) customers or for more than three (3) hours, we must give you at least twenty-four (24) hours' notice. We will give you more notice whenever possible. If your service must be interrupted without notice for more than three (3) hours due to storms or other emergencies, we will try to let you know as soon as possible how long you are likely to be without service. We will use the local radio stations and news media serving the area(s) affected to announce the planned outage information. If you find yourself without power, first check to see if your neighbors have power. If they do, check your electrical entrance box for tripped breakers or blown fuses. If you still do not have power, call us at (207) 973-2020 or (800) 440-1111. If we dispatch a service person to your residence and find that the problem is with your electrical system, we will bill you a service charge. We do not want to disconnect your service; we will work with you to resolve any problem. However, we do have the right to start disconnection procedures when:
In most cases, we will notify you in writing at least fourteen (14) days before a stated disconnection date. However, we are permitted to give you only three (3) working days' notice if you've broken a payment plan, failed to pay a deposit, or received service without applying to become a customer. We can disconnect without notice only if there is unauthorized use (meter tampering) or a dangerous condition exists. The disconnection period is in effect for ten (10) business days after the disconnection date of your letter. The disconnection letter will tell you what to do to avoid disconnection and how you can dispute your bill or the disconnection itself. We are not allowed to disconnect for:
We will reconnect service provided you have paid your overdue bill or have agreed to a payment plan. We will attempt to reconnect your power during the business hours of the day requested, however we will, at the latest, reconnect your power on the first business day after the date of request. If you have any questions or complaints, call us. We will have customer service representatives available during business hours to answer your questions, set up payment plans, and resolve disputes. We will investigate your complaint and try to resolve it. If you disagree with our response, you have the right to appeal to the Consumer Assistance Division (CAD), of the Maine Public Utilities Commission, State House Station 18, Augusta, ME 04333. You can call the CAD at (207) 287-3831 or toll free (800) 452-4699. Before you call or write the Commission, the MPUC requires that you first give us an opportunity to respond to your complaint. We cannot disconnect you for a disputed amount, but you do have to pay the portion of the bill that is not in dispute. If you contact us before the service is disconnected and we cannot agree on a payment plan or other requirement to stop disconnection, you can appeal to the MPUC as described above.
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