Consumers Energy: disconnection notice

Collect

• shutoff notice
• account balance
• household income documents
• Medical Certification Form

Steps

1. Call 800-477-5050 before the shutoff date. Ask for Payment Arrangements or a Payment Hold of up to 10 days.

   PhoneResidential customer service (also downed wires and gas leaks after calling 911) +1-800-477-5050

2. Apply for State Emergency Relief on MI Bridges, and for the CARE program if household income is at or below 60% of State Median Income.

   FormPayment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)

3. If you are 65 or older or receive DHHS assistance or Medicaid with income below 150% FPL, enroll in the Winter Protection Plan.

   FormPayment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)

4. For a medical emergency, submit the Medical Certification Form with a doctor's written proof or public health notice, then call.

   FormPayment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)

Facts you can cite

• Policy

  Medical Emergency Protection gives up to 21 days of protection from shut-off with a doctor's written proof or a public health notice and the Medical Certification Form. Critical Care enrollment for life support or life-threatening conditions must be renewed yearly.

  Source: consumersenergy.com, verified 2026-10-12

• Policy

  The Winter Protection Plan prevents shut-off in winter (enrollment November to March) for customers 65 or older or receiving DHHS cash or food assistance or Medicaid, with income below 150% FPL. The Shut-Off Protection Plan gives 18 months of protection for qualifying customers 65+ with income below 200% FPL.

  Source: consumersenergy.com, verified 2026-10-12

• Policy

  The CARE program is a 24-month payment plan with an affordable fixed bill and past-due balance forgiveness for households at or below 60% of State Median Income; SER, SNAP or Home Heating Credit recipients are automatically eligible.

  Source: consumersenergy.com, verified 2026-10-12

• Policy

  A Payment Hold gives up to 10 extra days to pay the full bill, once per billing cycle. Active-duty customers called to full-time military service get up to 90 days of shut-off protection.

  Source: consumersenergy.com, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneResidential customer service (also downed wires and gas leaks after calling 911) +1-800-477-5050

2. Supervisor

   Ask the representative for a supervisor. Write down the name and reference number.

3. Written complaint

   FormPayment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)

   Consumers Energy lists no complaint form, email or mailing address on its contact page; it lists fax 1-800-363-4806. Send a dated written dispute and keep proof of sending.

4. State agency

   Your state’s utility commission. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   Michigan Public Service Commission (MPSC).

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   Michigan Attorney General.

Watch out

Related

• Disconnection notice at other companies
• Electric and gas utilities — how complaints work
• Consumers Energy: billing error
• Consumers Energy: outage credit