New York shutoff rules, the November 1 cold weather period, medical certificates, HEAP, bill discounts, EmPower+ and how to complain to the state regulator.
What the Home Energy Fair Practices Act guarantees
Most New York gas and electric protections come from the Home Energy Fair Practices Act (HEFPA), enforced by the Public Service Commission (PSC) and its Department of Public Service. A utility can disconnect only after a written final termination notice, and it must then wait 15 days so you can pay or make an agreement. Shutoffs for nonpayment are allowed only from 8:00 a.m. to 4:00 p.m., Monday through Thursday, and never on holidays, the day before a holiday, or during the two weeks around Christmas and New Year's Day. Late charges are capped at 1.5 percent a month. If you take a billing dispute to the Department and pay the undisputed part, service stays on while it is investigated.
The cold weather period and households that get extra contact
From November 1 through April 15, the cold weather period requires a utility to make a special effort to learn whether cutting heat-related service would seriously harm anyone's health or safety. State law also requires a diligent effort to reach an adult in the home by phone or in person at least 72 hours before ending heat-related service in that period, and doubts are resolved in favor of keeping service on. A household qualifies for special contact attempts before and after any shutoff when the customer is blind, disabled or 62 or older and every other resident is 62 or older, 18 or younger, or blind or disabled. Tell your utility if your home fits so a disconnection does not happen by mistake.
Medical emergencies and life support equipment
A doctor or local board of health can certify that someone in the home has a serious illness or condition that a shutoff would make worse, and the utility cannot end service while that certificate is in force. If the condition lasts more than 30 days, the doctor must renew the certificate and you must show that you cannot pay. Life support systems get stronger treatment: that certificate stays in effect until the Department of Public Service ends it, although you must explain to the utility every three months why you cannot pay. Keep a copy of each certificate, note the date you sent it, and ask the utility to confirm in writing that it is on file.
Deferred payment agreements and level billing
HEFPA requires utilities to offer you the chance to pay overdue bills in reasonable installments tailored to your financial circumstances, usually called a deferred payment agreement. Ask for the down payment and the monthly amount in writing, and say so if the first offer is more than you can manage. A utility may ask a delinquent customer for a security deposit, but that deposit can be spread over as many as 12 monthly installments. You also have the right to budget billing, which levels payments across the year so winter bills do not spike. Customers enrolled in the Energy Affordability Program are placed in budget billing automatically by their utility, with the option to opt out.
HEAP, Energy Affordability Program discounts and EmPower+
The Office of Temporary and Disability Assistance (OTDA) runs the Home Energy Assistance Program (HEAP). The Regular benefit helps income-eligible households with heating once per season, and the Emergency benefit covers a utility shutoff or running out of fuel. New York City residents apply through ACCESS NYC; others use myBenefits.ny.gov or their county HEAP local district contact. A HEAP benefit also qualifies you for the Energy Affordability Program (EAP), a monthly discount at Central Hudson, Con Edison, National Fuel, National Grid, NYSEG, Orange and Rockland, PSEG Long Island and Rochester Gas and Electric. SNAP, Medicaid and SSI also count. NYSERDA's EmPower+ program helps income-eligible owners and renters in one to four family homes pay for insulation, air sealing and similar upgrades.
Complaints to the Department of Public Service
Call your utility first and write down names, dates and what was promised. If it will not fix the problem, file a complaint with the Department of Public Service at dps.ny.gov/complaints, which investigates and works to resolve disputes with your provider. The Department also runs a separate emergency hotline on business days for threatened terminations, reconnections and help starting service. Many New York water systems belong to a city, town or authority rather than a PSC-regulated company, so ask your water provider about its own payment and shutoff rules. Send copies, never originals, of any notice or certificate you attach.
Using Settlemont alongside New York programs
If one bill is still out of reach after a deferred payment agreement and HEAP, Settlemont lets you ask supporters to help with that specific Utility bill. The private form takes six fields (first name, email, state, category, amount, due date) with no statement upload and no account number. A one-time access code then lets you name the utility privately, and staff check the utility, your identity and the current balance before anything goes public. Supporters see only your first name, New York, the category and the verified amount, and their support goes directly to Con Edison, National Grid or whichever company bills you. You never pay Settlemont a fee, and approval does not guarantee payment by the due date.
Sources
- New York State Department of Public Service: Your Rights and Protections (HEFPA)
- New York State Department of Public Service: Energy Affordability Program
- New York State: Apply for the Home Energy Assistance Program (HEAP)
- NYSERDA: EmPower+ Program
Facts checked November 2026. Rules change, so confirm with the agency or utility before relying on a protection.
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