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Service Interruption, Connection 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 generally use the local radio stations to announce outages in these instances. 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 or your landlord's electrical system, we will bill you a service charge. You must give us at least seven (7) days' notice when you want to disconnect service. We can bill you for service until you give us the required notice or we disconnect the service, whichever is first. Generally, we are able to accommodate your request within a few days. 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 will not disconnect service on a Friday, a weekend, a legal holiday, or the day before a holiday. We are not allowed to disconnect for:
We will not disconnect when you or someone in your house is seriously ill, a registered physician confirms that the illness/emergency exists. Once verbally declared (by telephone, for example), we will wait three (3) business days for the doctor to return by fax or by mail a completed Medical Emergency Form that has been provided to him/her. We require written certification from the doctor that includes listing specific essential electrically-operated equipment. Disconnection can be postponed due to a medical emergency for up to thirty (30) days, and can be renewed, providing you establish an acceptable payment arrangement. A medical emergency does not cancel your electric bill. We will reconnect service provided you have paid your overdue bill or have agreed to a payment plan. This payment plan will be based upon your previous payment history. We also can charge a deposit equal to two (2) billing periods if you are disconnected for nonpayment, unauthorized use, or theft of service. When both a deposit and the unpaid bill are required, you may pay one of the amounts in full and enter into a payment plan for the other amount. There is a charge for reconnection. We will reconnect your service on the next business day, at the latest. The MPUC establishes the schedule of required meter tests and the accuracy standards that a meter must meet. If you want your meter tested for accuracy, we will do so at no extra cost to you. If you ask more often than once every twelve (12) months, you will be charged a fee. The Company will consider claims for damages to electrical equipment in your home or business caused by Bangor Hydro equipment failure. Any damages occurring beyond the Company's control should be submitted to your homeowners' insurance company. Claim forms for damages associated with service interruption may be obtained by calling our Customer Service Center at (207) 947-2414 or (800) 499-6600. Any questions about how to complete and submit the form also can be answered by calling these numbers. 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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