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Residential : ASSISTANCE PROGRAMS : INTRODUCTION
We realize that our customers sometimes have extenuating circumstances that prevent the timely payment of utility bills. To help ease this burden, we've developed the following payment and assistance programs, as well as extension policies. For more information about these programs, call the MLGW Customer Care Center at 544-MLGW (6549), visit one of our Community Offices or click on links below. Brochures
are also available online for a number of these programs.
MLGW Customer Care Policy Manual
Submit an online Payment Arrangement request
Extended Payment Plan
In certain instances, MLGW may establish a repayment plan of a past due balance in addition to the regular utility bill.
Net Due Date Program
If you are retired or on a fixed income and receive only one check at the beginning of each month, you may qualify for this plan. You may request that the net due date on your bill be delayed until after you have received your check.
Annual Moratorium on Cutoffs for Nonpayment
MLGW will defer cutoffs for nonpayment for all residential customers between December 15th and January 14th annually, except in cases of theft, safety and default on special payment plans.
Winter Moratorium for Elderly and Handicapped Customers
The program is designed to defer cutoffs during the months of December, January, and February for customers who are 60 years of age or older and/or handicapped.
Utility service must be listed in the name of the elderly and/or handicapped person.
If qualification is to be based on age, proof of such is required (example, driver's license).
If qualification is to be based on disability, proof of such is required (example medical statement from the physician).
Past due amounts must be paid before December 1.
Applications are received at any MLGW Business Office from November 1 through November 29.
Customers are encouraged to pay bills by the due date. However, at the end of the three-month period, satisfactory payment or arrangements should be made before the March utility bill is due.
Third Party Notification (Double Notice Protection)
You may designate a third party for us to notify in the event of a pending service cutoff due to non-payment or insufficient payments. The third party will not be responsible for paying your bill, but will act as an additional communication link to ensure that you are aware of your cutoff status.
Plus-1
Any of us could face a financial crisis due to unforeseen events like a death in the family or a job loss, but thankfully, the Plus-1 program provides one-time utility assistance during such hardships. You hold the power to help those in need by giving to Plus-1 simply by adding a dollar or more to your utility bill each month.
On Track
Behind on your bills? Struggling to make ends meet? Want to learn how to save energy and money? On Track, a budgeting education program provided by MLGW, may be able to help you. The program provides energy and financial information to customers in need of help. By joining the program and working together with MLGW staff, you can get back "on track" with all of your bills.
Budget Billing
MLGW's Budget Billing is designed so that you can pay the same amount every month on your utility bill. Your "budget bill" is calculated by averaging your utility bills over two six-month periods from the previous year (April-September and October-March). If in any month your actual bill is less than your budget bill, you will still be billed the budget amount. The excess is placed in your reserve account and held until it's needed to bring higher bills down to the budget amount. If our reserve fund is not enough to lower the bill to the budget amount, the available funds will be applied and you will pay the difference.
AutoPay
With the MLGW AutoPay program, your utility bill is deducted from your bank account each month. You still receive a statement so you can keep track of your usage, but your checking account is automatically deducted on the net due date shown on your bill. With AutoPay, you eliminate the inconvenience of writing checks and postage, plus you are assured your bill will be paid on time each month.
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