Puget Sound Energy: disconnection notice

Collect

• disconnection notice
• account balance
• medical emergency certificate
• energy assistance application

Steps

1. Call PSE before the disconnection date. Ask for a payment arrangement and apply for bill assistance.

   PhonePSE Customer Care Center (billing, account, disconnection notices) +1-888-225-5773

2. If someone in the home has a serious medical condition, tell PSE at once. Within five business days, give PSE a medical emergency certificate, pay at least 10 percent of the past-due balance and agree to pay the rest within 120 days.

   PhonePSE Customer Care Center (billing, account, disconnection notices) +1-888-225-5773

3. Between November 15 and March 15, if you heat with electricity and have low income, tell PSE you cannot pay and apply for energy assistance with a local agency to use the winter low-income payment program.

4. If PSE will not agree, contact the UTC before the disconnection date.

More contacts for this issue

Facts you can cite

• Deadline

  Under WAC 480-100-128, the first written disconnection notice must be served at least eight business days before the disconnection date (eleven days if mailed from outside Washington, Oregon or Idaho). A second notice is required at least two business days before if delivered to the premises, or three business days if mailed.

  Source: app.leg.wa.gov, verified 2026-10-13

• Policy

  Before disconnecting for nonpayment, PSE sends two notifications by mail and makes a good faith effort to reach the customer by phone. Except to protect life or property, PSE will not disconnect on Saturdays, Sundays, legal holidays or any day when service cannot be reestablished within 24 hours.

  Source: pse.com, verified 2026-10-13

• Policy

  For a medical emergency, PSE postpones disconnection (or restores service) for a grace period of five business days. Within that time the customer must provide a medical emergency certificate from a medical professional, pay at least 10 percent of the past-due balance and agree to pay the rest within 120 days along with later bills.

  Source: pse.com, verified 2026-10-13

• Limit

  Under WAC 480-100-128, a medical certificate is valid for no longer than sixty days unless renewed.

  Source: app.leg.wa.gov, verified 2026-10-13

• Policy

  Winter low-income payment program (WAC 480-100-143): from November 15 to March 15 an electric utility may not cut off residential space heating if the customer notifies the utility of inability to pay (normally within five business days of a delinquency notice), applies for energy assistance and weatherization, and pays no more than seven percent of monthly income plus one-twelfth of billings from the application date through March 15. All amounts owed must be paid by October 15.

  Source: app.leg.wa.gov, verified 2026-10-13

• Policy

  A customer may name a third party to receive disconnection notices. PSE then delays disconnection five business days after the original disconnection date and after notifying the third party.

  Source: pse.com, verified 2026-10-13

• Policy

  Customers approved for PSE's Life Support program get 48 hours' notice before disconnection for nonpayment. Approval does not guarantee service or give priority in outage restoration.

  Source: pse.com, verified 2026-10-13

If that fails, escalate

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

1. Customer service

   PhonePSE Customer Care Center (billing, account, disconnection notices) +1-888-225-5773

2. Supervisor

   PhonePSE Customer Care Center (billing, account, disconnection notices) +1-888-225-5773

   PSE's brochure says to ask for a supervisor if you are not satisfied; the supervisor must tell you of your right to contact the UTC.

3. Written complaint

   EmailPSE customer care email customercare@pse.com

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).

   Washington Utilities and Transportation Commission (UTC), Consumer Protection Section: 1-888-333-9882, consumer@utc.wa.gov, complaint form at https://www.utc.wa.gov/FileComplaint. The UTC says to contact the company first and ask for a supervisor.

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).

   Washington Attorney General's Office (PSE's scam page links https://www.atg.wa.gov/file-complaint).

Watch out

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