- Tariff Rules
- Credit Bureau Reporting
- Deposits
- Disconnection Policies
- Renter Policies
- Resolving Disputes
- Medical or Protective Services Emergency
- Cold Weather Disconnection Rules
- Servicemembers Civil Relief Act
- Other Billing Information
Credit Bureau Reporting
- The Credit Bureau is notified each month of all residential and farm accounts that are more than two months past due.
- Customers who make payment arrangements can avoid credit bureau reporting.
- The Credit Bureau is notified again when a payment history has been established or account balances are brought up to date.
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Deposits may be required in some situations:
- New customers who have previously been in collection action with another utility.
- False credit information was given on service application.
- Customers who have a non-payment history and/or have been shut off for non-payment.
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- Disconnection of utility services is a last resort.
- Customers who fail to pay their energy bills or make payment arrangements are subject to disconnection.
- Customers in collection action will receive a Disconnection Notice with their monthly statement advising them that the account is past-due and urging payment or payment arrangements.
- Service reconnections are scheduled for the next business day after payment is received. Reconnection fees apply.
- Rules for disconnection of utility services are modified during the winter months to protect the health and life of residential customers. Customers who have the ability to pay for service, but do not pay during the heating season, are not necessarily protected by winter disconnection rules.
- Service reconnections can be scheduled for the next business day after payment is received. Reconnection fees apply. Please call our Telecollections Office at 800-842-4565 to schedule your reconnection order.
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- Property owner or manager is billed when a single meter serves more than one unit.
- Renter is normally billed directly if the rental unit has a dedicated meter.
- When a renter vacates a unit, any unpaid balance is transferred to the renter's new account with us or the renter will be issued a final bill if the customer will no longer have an energy account.
- Owners and managers should notify us of tenant changes to avoid being responsible for energy charges. Service also can be shut off in vacant units when human health or property is not threatened.
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- Customers have the right to dispute energy charges on their account.
- Customers who fail to pay their energy bills or make payment arrangements are subject to disconnection.
- Please call our office at 800-242-9137 first to discuss any questionable charges. We will promptly and fairly respond to your concerns or questions.
- Billing disputes that remain unresolved can be brought to the attention of the Public Service Commission in Wisconsin or Michigan for a formal review. Customers are not required to pay disputed portions of their bills until the review is completed; however, undisputed charges should be paid when due.
Medical or Protective Services Emergency
If you have a medical emergency or protective services emergency, we may postpone your service disconnection up to 21 days. You will need to provide proof that your household situation is considered a medical emergency or protective services emergency. This proof can be a statement from a licensed physician, or a notice from a public health, social services or law enforcement official, which identifies the emergency condition or situation that exists in your home and specifies the period of time during which disconnection will aggravate the circumstances.
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Cold Weather Disconnection Rules
We Energies has rules for winter service disconnections that are set by the public service commissions of Wisconsin and Michigan. These rules are designated to protect the health and life of residential customers who are having trouble paying their bills.
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Servicemembers Civil Relief Act
We Energies supports the Servicemembers Civil Relief Act (SCRA), which was established to provide relief for families of persons called to active duty from hardship of utility service interruptions and adverse credit reporting which oftentimes result from call to active duty.
When reservist personnel are called to active duty, they are given orientation on how to prepare for their departure and instructed to contact creditors for any relief or consideration they may provide until their active duty status is modified by providing copies of:
- SCRA cover letter.
- Military orders.
- Name of person stateside who can confirm their active duty status.
Upon receipt of these documents, We Energies will:
- Establish special payment plans as required.
- Postpone disconnection of service.
- Reconnect services already disconnected if proper military paperwork is provided.
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- Energy Use. We will provide information about available resources to help you evaluate your energy use and conservation efforts.
- Late Payments. To avoid a late payment charge and to allow us to process your payment on time, please mail your payment at least seven days before the due date shown on your bill.
- Meter Readings. Meters are read every other month*. Your bill will show whether your charges are based on an actual or an estimated meter reading. Any difference between your actual usage and the estimate will be adjusted on the next actual reading. *Some areas have newer meters that are read remotely every month.
- Rates. Retail rates for energy services are authorized and regulated by the
Public Service Commission of Wisconsin or the Michigan Public Service
Commission. Rates vary by customer classification and service choices.
Your current bill is based on the classification and service choices
listed under Current Electricity Charges and/or Current Gas Charges.
To learn more about all available rates, and ways you can conserve energy
and save money, please contact us at 800-242-9137.
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