Happy New Year or is it? We are all too familiar with the story about the East Oakland fire killing a mother, her daughter and a man who lived in an upstairs unit that had the power shut off. Or perhaps you remember the four children who died in a house fire because the mothers of the children were using candles to provide light after their power had been shut off.

On average, nearly 70,000 households in the state have their utility service disconnected every month, while tens of thousands more get warning notices. The number of customers denied service has risen sharply in recent years because of the recession, high unemployment and high electricity rates. If you or someone you know has been shut off or has received a shut off notice here are some things that you can do:

Step 1. Call your utility company. PG&E is required to offer customers in danger of a shut off a payment plan that will allow them to continue receiving service while paying off their outstanding balance. It is your responsibility as a customer to contact the utility to request payment arrangements. The utility must offer a minimum of three months, but could extend payments for up to 12 months.

Step 2. Don’t agree to a payment plan you can’t afford. When you agree to a payment plan and do not stick to it, the entire amount you owe will immediately become due and your service may be terminated after a 48 hours notice, either by phone or in writing. However, if there was a change in circumstances (job loss, illness, etc.), try to ask for a new payment plan.

Step 3. Contact your utility company if you’re having trouble making payments and try to negotiate a new payment plan. If you do not call your utility company to let them know that you will be late on making a payment or sticking to a payment plan can trigger a 48-hour shut off notice.

If you cannot make your payments keep in mind:

• Your power cannot be shut off for nonpayment on Saturdays, Sundays, legal holidays other days when the utility’s public offices are closed.

• Medical baseline or life support customers will not be disconnected without an in-person visit from a utility representative.

• You must be notified before your power is shut-off. PG&E customers are entitled to a 15-day notice of termination followed by a 48-hour notice. You should also receive an explanation for the proposed shut-off and the options you have to prevent termination, such as payment arrangements and appeals to your utility or the California Public Utilities Commission (CPUC).

Step 4. If you cannot reach an agreement with your utility, file a complaint with the California Public Utilities Commission (CPUC) at 1.800.649.7570 (press “0” when the automated voice menu picks up) and file a complaint. If you need an interpreter ask to be connected to someone who can speak your language. Once you have filed a complaint with the CPUC, your utility has 10 days to respond.

If this is an emergency, file your complaint through the TURN website at www.turn.org or call the TURN hotline at (800) 355-8876 for help. TURN will work with you to prevent your utility from being shut off.

Step 5. Make sure you are receiving any rate discounts or other assistance you are eligible for. Call your utility company to learn more about low-income programs like CARE rates, FERA, medical baseline and other programs. If you are eligible but haven’t been receiving the discount, ask the utility to go back and re-calculate your bills.

Utility companies can no longer require deposits for late payment or require low-income CARE customers to pay any deposits at all. In addition, customers who do have to pay a deposit can now do so by credit card.

• PG&E cannot require credit deposits for late payment of bills.

• Customers who are on California Alternate Rates for Energy (CARE) or Family Electric Rate Assistance (FERA) customers are not required to pay additional reestablishment of credit deposits with a regulated utility company for either slow-payment/no-payment of bills or following a disconnection.

• PG&E allow all new customers and those reestablishing credit after a disconnect to post a non-cash credit deposit.

• PG&E must limit reestablishment of credit deposits to twice the average monthly bill.

If You Are Low-Income, you might be eligible for financial assistance to help avoid shut-offs. Call the Low-Income Home Energy Assistance Program (LI-HEAP) at 1-866-675-6623 and the Relief for Energy Assistance through Community Help (REACH) at 1-800-933-9677 for details.

Call the TURN hotline at (800) 355-8876 for help or send an e-mail to consumerhotline@turn.org.

–Ana Montes is a member of the Board of Directors of Acción Latina and is the Director of Organizing for The Utility Reform Network (TURN)