Ohio Residential Customer Programs and Payment Options

Ohio Residential Customer Programs O.J. Wilson Revenue Analyst

CUSTOMER NOTIFICATIONS Disconnection Notice Mailed Notice on Bill 10 Day Final Notice Automated Text and Call Notice 2 Business Day Notice Day of Disc. Notice Electric Disconnected Remotely A technician may not visit the home 2

UTILITY SCAMS How can I know if it s really Duke Energy contacting me? Duke Energy willNEVER: Call and demand immediate payment about money owed without first sending you a notification by mail Ask for credit or debit card numbers over the phone Suspect a Scammer? 1. HANG UP 2. Call the Police if you believe the person is an impostor 3. Call us directly at 800.544.6900 (listed on your bill) duke-energy.com/StopScams 3

PAYMENT ARRANGEMENTS Payment Arrangement One-Sixth, One-Ninth, Winter Heating Season Plan, and PIPP Plus Budget Billing Annual and Quarterly plans available; Equal fixed monthly payments based on average usage Medical Certificate Used to extend a disconnection for 30 days and can be used a maximum of 3 times every year Separation of Service An extended payment plan to retain either the gas or electric service 4

SPECIAL RECONNECT ORDER The Special Reconnect Order is issued by the PUCO on an annual basis. The order allows Ohio residential customers who are disconnected or being threatened with disconnection the opportunity to pay $175 to have their service restored or maintained. Available October 16, 2023 through April 15, 2024 Ohio Residential Customers No Income Requirements Can be used ONCE per winter heating season Security deposit is waived and reconnection fee is billed Not eligible with outstanding return checks, return check fees, fraud, and/or tamper 5

PIPP PLUS PROGRAM DETAILS What is PIPP Plus? Percentage of Income Payment Plan (PIPP) Plus Program An extended payment arrangement which allows residential customers to pay a percentage of their monthly utility bill based on their household income Available for Ohio Residential Customers Must have a total household income which is at or below 175% of the federal poverty guidelines Regulated and Mandated by the Ohio Commissions (PUCO and ODOD) 6

HOW TO APPLY Energy Assistance Applications can be submitted online, in person or by mail. All households applying for PIPP Plus or energy assistance are encouraged to begin the application process online by going to energyhelp.ohio.gov Individuals who are applying for PIPP Plus for the first time may be required to make an appointment with the local energy assistance provider (i.e., community action agency) The customer must also apply for all energy assistance and weatherization programs for which he or she is eligible The Public Utility Commission of Ohio (PUCO) - https://puco.ohio.gov/ Ohio Department Of Development (ODOD) - https://development.ohio.gov/ 7

INCOME GUIDELINES PIPP Plus Income Guidelines 175% Federal Income Guidelines 2023-2024 Size of Household 12-Month Income Limit 30-Day Income Limit 1-Person 2-Persons 3-Persons 4-Persons 5-Persons 6-Persons $25,515.00 $34,510.00 $43,505.00 $52,500.00 $61,495.00 $70,490.00 $2,097.12 $2,836.43 $3,575.75 $4,315.07 $5,054.38 $5,793.70 Households with more than six members add $739.31 or $8,995.00/yr. for each additional member 8

INSTALLMENT CALCULATION Qualifying customers pay a percentage of their monthly household income based on their service type, or a minimum of $10 per utility whichever is greater Electric only Non heating (A/C) = 5% Electric only Heating (HEAT, HTAC) = 10% Gas Only Heating or Non (HEAT, NORM) = 5% Combination Gas and Electric = 10% Monthly percentage cannot exceed 10% of the customer s monthly income. Customers with zero income have a minimum of $10 per utility 9

PIPP PLUS BENEFITS & OBLIGATIONS PIPP Customer Benefits Paying a fixed monthly installment No deposit or late fees will be applied to the account PIPP Plus customers receive incentive credits applied to their arrears for on-time and in full installment payments Customer Obligations PIPP Plus Customers must be current on all PIPP Plus installments by their Anniversary Date, or they will be removed from the program after a 30 Day grace period PIPP Plus Customers must provide documentation of their household income annually to remain on the program, or they will be removed from the program approximately 30-60 days after their reverify date 10

Arrears (AR) Credit On-Time Credits Arrears (AR) Credit Is equal to 1/24th of the customers total arrears balance. This credit is re-calculated once every year on the customers Anniversary Date (original start date). If no payments are missed during that 12 month period the AR credit amount will stay the same. The purpose of this credit is to lower the overall customer arrears balance. If a customer pays on-time and in full every month for 2 years the AR credit will eliminate their arrears balance. Customers with a credit arrears will not receive an AR credit. Partial credits will be given to bring an account to a zero balance. 11

Delta (DE) Credit Delta (DE) Credit Is equal to the difference between the customer s usage and installment paid. This credit is calculated by taking the monthly usage minus the PIPP installment paid. If the usage exceeds the PIPP installment, the customer receives a credit for the difference. The customer will not receive a DE credit if the installment exceeds the usage. The purpose of this credit is to prevent the customer s arrears from increasing while on PIPP Plus. Example: If a customer paid their $80.00 installment on-time and in full... $116.24 Electric Usage - $40.00 Electric Installment $76.24 (Delta Credit) $35.63 Gas Usage - $40.00 Gas Installment - $4.37 (No Delta Credit) The Electric usage exceeds the Electric installment; therefore the customer receives a DE credit. Since the Gas usage is less than the Gas installment, the customer would not receive a DE credit for that month. 12

GRAD & POST PIPP PROGRAMS Graduate PIPP Program Customers who become income ineligible or choose to leave PIPP Plus program 14 month transition program Customers pay an installment based on their PIPP Plus amount and Budget Billing For each on-time and in full payment, the customer will receive a 1/12th arrears incentive credit to pay off their remaining outstanding PIPP Plus balance as well as a credit for the difference between the installment and the current month s utility charges. Post PIPP Program Former PIPP Plus or Grad PIPP customers who no longer have active service, but still have a remaining PIPP balance owed 12 month program Customers pay an installment based on 1/60th of their total arrears balance. For each on-time and in full payment, the customer will receive an incentive credit of 1/12th of their arrears balance to pay off their remaining outstanding PIPP Plus balance 13

RE-ENROLLMENT / REINSTATE Common Reasons for Being Removed Not being current Not reverifying income annually Account closed or disconnected for non-payment Customer request or over income Customers removed from PIPP Plus must pay all past due installments to get back on the program and contact CAA or the state to reverify their income (if applicable) except when using Special Reconnect Order 14

SPECIAL RECONNECT ORDER The Special Reconnect Order (Winter Rule) is issued by the PUCO on an annual basis. The order allows Ohio residential customers who are disconnected or being threatened with disconnection the opportunity to pay a designated amount ($175) to have their service restored or maintained and enter into an extended payment plan The Special Reconnect Order may be used once during the winter heating season, which runs from October 16, 2023 through April 15, 2024 There is no income eligibility requirement to use the Special Reconnect Order. Any Ohio residential customer may use the Special Reconnect Order to establish, maintain, or restore service Customers currently enrolled or removed from PIPP Plus are eligible to use the Special Reconnect Order to maintain or restore service. Customers will be able to use the $175 Special Reconnect Order payment to re-enroll in PIPP even if the customer has a PIPP Plus default. The default will be moved to the arrears and the customer will owe 1 PIPP Plus installment. Customer must pay out any Fraud, Tamper, and Return Checks and Fees prior to using the Special Reconnect Order 15

AVAILABLE FUNDING Low-income Assistance: Bill payment assistance from federal, state and privately funded programs may be available to income-qualified customers. For information, contact the agencies listed below: State of Ohio Home Energy Assistance Program (HEAP), 800.282.0880 United Way and Community Chest Information and Referral Service, 211 Share the Light Fund (formerly HeatShare): Administered by The Salvation Army. Eligibility is based upon need and doesn t necessarily follow government assistance guidelines An individual must be a Duke Energy customer and be subject to disconnection of service in order to qualify Customers can call the Share the Light Fund hotline, 513.762.5636 or complete the online application, Share The Light Online Application and receive a call back within 24 hours. The program runs January 18 December 31 or until funds are depleted 16

AVAILABLE FUNDING Home Energy Assistance Program (HEAP): Is designed to help eligible low-income Ohioans meet the high cost of home heating. If a customer is eligible for assistance, the amount of the one-time HEAP benefit will depend on federal funding levels, how many people live with you, total household income, and the primary fuel used to heat the premise. Applicants for HEAP must be at or below 175 percent of the Fiscal Year 2023 federal poverty guidelines. Applicants for the 2023-2024 Regular HEAP program will be accepted July 1, 2023 through May 31, 2024. If qualified as a low-income household, the HEAP program may help pay part of the customers heating bills. 17

AVAILABLE FUNDING Winter Crisis Program: Winter Crisis is a program that provides one-time funds to eligible Ohioans who are facing disconnection or have been disconnected from their utility during the winter months The program runs from November 1, 2023 through March 31, 2024 Eligible Ohioans with a household income at or below 175 percent of the federal poverty guidelines that are facing disconnection, have been disconnected Can be used to invoke the Special Reconnect Order Funds are available through their local CAA, up to $175 18

Summer Crisis Program: The Summer Crisis Program is designed to help qualified Ohio Residential households pay for summer cooling costs. The program applies to electric service only and is available from July 1 through Sept. 30. Households must have a gross annual income at or below 175 percent of the federal poverty guidelines and meet one of the following criteria: A member of the household (any age) has a documented medical condition, verified by a licensed medical professional who is qualified under Ohio law to write prescriptions. A member of the household is 60 years or older. A maximum benefit of $500 is available through the customer s local Community Action Agency. 19

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