{"id":"consumers-energy","page":"https://escalate.alexgaoth.com/#/c/consumers-energy","html":"https://escalate.alexgaoth.com/c/consumers-energy/","generated":"2026-10-15","company":{"id":"consumers-energy","name":"Consumers Energy","aliases":["Consumers","Consumers Energy Company"],"sector":"utility","parent":"CMS Energy","website":"https://www.consumersenergy.com","notes":"Electric and natural gas utility in Michigan. Regulated by the Michigan Public Service Commission (MPSC), whose rules set automatic outage credits. Consumers Energy uses one number, 800-477-5050, for residential customer service, outages, downed wires and gas leaks (call 911 first for emergencies).","channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Downed wire or gas leak (call 911 first, then Consumers Energy)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial and industrial business customers","value":"+1-800-805-0490","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage or issue","value":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","purposes":["service_outage"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)","value":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","purposes":["disconnection"],"access":"open","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number."},{"rung":"written_complaint","note":"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."},{"rung":"state_agency","agency_kind":"utility_commission","note":"Michigan Public Service Commission (MPSC)."},{"rung":"state_agency","agency_kind":"attorney_general","note":"Michigan Attorney General."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the bill with customer service, follow up in writing, then complain to the MPSC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call customer service, dispute the bill and ask for a meter check if usage looks wrong. Get a reference number.","channel":"customer-service-phone"},{"do":"Send a dated written dispute with the account number and amount (the contact page lists fax 1-800-363-4806)."},{"do":"If not resolved, complain to the Michigan Public Service Commission."}]},{"issue":"disconnection","summary":"Ask for a payment arrangement or payment hold, apply for SER or CARE, and use winter, senior or medical protections.","evidence":["shutoff notice","account balance","household income documents","Medical Certification Form"],"steps":[{"do":"Call 800-477-5050 before the shutoff date. Ask for Payment Arrangements or a Payment Hold of up to 10 days.","channel":"customer-service-phone"},{"do":"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.","channel":"payment-assistance"},{"do":"If you are 65 or older or receive DHHS assistance or Medicaid with income below 150% FPL, enroll in the Winter Protection Plan.","channel":"payment-assistance"},{"do":"For a medical emergency, submit the Medical Certification Form with a doctor's written proof or public health notice, then call.","channel":"payment-assistance"}],"facts":[{"kind":"policy","claim":"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.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; MPSC outage credits are automatic. Call after 90 days if the credit is missing.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage online or call after calling 911 for a downed wire.","channel":"outage-report-online"},{"do":"If the credit is not on your account 90 days after power was restored, call customer service.","channel":"customer-service-phone"}],"facts":[{"kind":"compensation","claim":"Residential customers get a $42 base credit plus $42 for each further continuous 24-hour period without power. Thresholds are 16 continuous hours (under 1% of customers out), 48 hours (under 10% out), 96 hours in a catastrophic event (at least 1 in 10 customers out), or six outages over five minutes in 12 months.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"},{"kind":"process","claim":"Outage credits are automatic with no application and show up on the account in 90 days. If no credit appears 90 days after power is restored, call 800-477-5050.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy's outage credit page does not describe a food spoilage claim; it says homeowner's or renter's insurance may cover such losses.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"}]}],"facts":[{"kind":"compensation","claim":"Account holders 65 or older get an automatic Senior Citizen Bill Credit of $4 per month at their primary residence.","issues":["bill_increase"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"}],"known_blockers":["Consumers Energy does not publish a complaint form, email or mailing address on its contact page.","Medical Emergency Protection needs a doctor's written proof or public health notice."],"official_domains":["consumersenergy.com"],"security":{"never_asks":[{"kind":"policy","claim":"Consumers Energy will never threaten to shut off service if a customer does not comply with demands.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy will never shut off service for non-payment without notifying the customer first. It sends a shut-off notice at least 10 days in advance.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy sends email or text updates about an account, bill or payment only to customers who signed up for alerts.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers call, visit or reach out on social media to collect a past-due bill and ask for wire transfers, cash, prepaid gift cards, a debit card number and PIN, or cryptocurrency.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators at the door ask to see the bill, claim to look into a gas leak, offer free products or upgrades, or say the bill is overdue and threaten to shut off service.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators copy Consumers Energy by phone, email, text and web to get full Social Security numbers, dates of birth, card or bank account numbers, or account numbers and login credentials.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam (customer service)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Confirm that a visitor is from Consumers Energy","value":"+1-800-760-3295","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"consumers-energy","name":"Consumers Energy","sector":"utility","website":"https://www.consumersenergy.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the bill with customer service, follow up in writing, then complain to the MPSC.","evidence":["the disputed bill","previous bills","meter photos with dates","call notes with reference numbers"],"steps":[{"do":"Call customer service, dispute the bill and ask for a meter check if usage looks wrong. Get a reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"do":"Send a dated written dispute with the account number and amount (the contact page lists fax 1-800-363-4806)."},{"do":"If not resolved, complain to the Michigan Public Service Commission."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Downed wire or gas leak (call 911 first, then Consumers Energy)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial and industrial business customers","value":"+1-800-805-0490","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","candidate_channels":["payment-assistance"]},{"index":3,"rung":"state_agency","note":"Michigan Public Service Commission (MPSC).","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Michigan Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Consumers Energy does not publish a complaint form, email or mailing address on its contact page.","Medical Emergency Protection needs a doctor's written proof or public health notice."],"security":{"official_domains":["consumersenergy.com"],"never_asks":[{"kind":"policy","claim":"Consumers Energy will never threaten to shut off service if a customer does not comply with demands.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy will never shut off service for non-payment without notifying the customer first. It sends a shut-off notice at least 10 days in advance.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy sends email or text updates about an account, bill or payment only to customers who signed up for alerts.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers call, visit or reach out on social media to collect a past-due bill and ask for wire transfers, cash, prepaid gift cards, a debit card number and PIN, or cryptocurrency.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators at the door ask to see the bill, claim to look into a gas leak, offer free products or upgrades, or say the bill is overdue and threaten to shut off service.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators copy Consumers Energy by phone, email, text and web to get full Social Security numbers, dates of birth, card or bank account numbers, or account numbers and login credentials.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam (customer service)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Confirm that a visitor is from Consumers Energy","value":"+1-800-760-3295","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in Michigan. Regulated by the Michigan Public Service Commission (MPSC), whose rules set automatic outage credits. Consumers Energy uses one number, 800-477-5050, for residential customer service, outages, downed wires and gas leaks (call 911 first for emergencies).","warnings":[]},"disconnection":{"company":{"id":"consumers-energy","name":"Consumers Energy","sector":"utility","website":"https://www.consumersenergy.com","account_url":null},"issue":{"id":"disconnection","name":"Disconnection notice"},"playbook_source":"company","summary":"Ask for a payment arrangement or payment hold, apply for SER or CARE, and use winter, senior or medical protections.","evidence":["shutoff notice","account balance","household income documents","Medical Certification Form"],"steps":[{"do":"Call 800-477-5050 before the shutoff date. Ask for Payment Arrangements or a Payment Hold of up to 10 days.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"do":"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.","channel":{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)","value":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","purposes":["disconnection"],"access":"open","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"do":"If you are 65 or older or receive DHHS assistance or Medicaid with income below 150% FPL, enroll in the Winter Protection Plan.","channel":{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)","value":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","purposes":["disconnection"],"access":"open","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"do":"For a medical emergency, submit the Medical Certification Form with a doctor's written proof or public health notice, then call.","channel":{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)","value":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","purposes":["disconnection"],"access":"open","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Downed wire or gas leak (call 911 first, then Consumers Energy)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial and industrial business customers","value":"+1-800-805-0490","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"payment-assistance","type":"web_form","label":"Payment plans and assistance (Payment Arrangements, CARE, Winter Protection Plan, medical protection)","value":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","purposes":["disconnection"],"access":"open","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["disconnection"],"source":"https://www.consumersenergy.com/residential/account-and-billing/payment-plans-and-assistance","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","candidate_channels":["payment-assistance"]},{"index":3,"rung":"state_agency","note":"Michigan Public Service Commission (MPSC).","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Michigan Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Consumers Energy does not publish a complaint form, email or mailing address on its contact page.","Medical Emergency Protection needs a doctor's written proof or public health notice."],"security":{"official_domains":["consumersenergy.com"],"never_asks":[{"kind":"policy","claim":"Consumers Energy will never threaten to shut off service if a customer does not comply with demands.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy will never shut off service for non-payment without notifying the customer first. It sends a shut-off notice at least 10 days in advance.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy sends email or text updates about an account, bill or payment only to customers who signed up for alerts.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers call, visit or reach out on social media to collect a past-due bill and ask for wire transfers, cash, prepaid gift cards, a debit card number and PIN, or cryptocurrency.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators at the door ask to see the bill, claim to look into a gas leak, offer free products or upgrades, or say the bill is overdue and threaten to shut off service.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators copy Consumers Energy by phone, email, text and web to get full Social Security numbers, dates of birth, card or bank account numbers, or account numbers and login credentials.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam (customer service)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Confirm that a visitor is from Consumers Energy","value":"+1-800-760-3295","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in Michigan. Regulated by the Michigan Public Service Commission (MPSC), whose rules set automatic outage credits. Consumers Energy uses one number, 800-477-5050, for residential customer service, outages, downed wires and gas leaks (call 911 first for emergencies).","warnings":[]},"service_outage":{"company":{"id":"consumers-energy","name":"Consumers Energy","sector":"utility","website":"https://www.consumersenergy.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report the outage; MPSC outage credits are automatic. Call after 90 days if the credit is missing.","evidence":["outage dates and times","outage reference number"],"steps":[{"do":"Report the outage online or call after calling 911 for a downed wire.","channel":{"id":"outage-report-online","type":"web_form","label":"Report an outage or issue","value":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","purposes":["service_outage"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"do":"If the credit is not on your account 90 days after power was restored, call customer service.","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"emergency-phone","type":"phone","label":"Downed wire or gas leak (call 911 first, then Consumers Energy)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","last_verified":"2026-10-12"},{"id":"business-phone","type":"phone","label":"Commercial and industrial business customers","value":"+1-800-805-0490","source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"},{"id":"outage-report-online","type":"web_form","label":"Report an outage or issue","value":"https://www.consumersenergy.com/residential/outages-and-safety/report-an-issue","purposes":["service_outage"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Residential customers get a $42 base credit plus $42 for each further continuous 24-hour period without power. Thresholds are 16 continuous hours (under 1% of customers out), 48 hours (under 10% out), 96 hours in a catastrophic event (at least 1 in 10 customers out), or six outages over five minutes in 12 months.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"},{"kind":"process","claim":"Outage credits are automatic with no application and show up on the account in 90 days. If no credit appears 90 days after power is restored, call 800-477-5050.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy's outage credit page does not describe a food spoilage claim; it says homeowner's or renter's insurance may cover such losses.","issues":["service_outage"],"source":"https://www.consumersenergy.com/residential/outages-and-safety/outage-credits","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","candidate_channels":["payment-assistance"]},{"index":3,"rung":"state_agency","note":"Michigan Public Service Commission (MPSC).","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Michigan Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Consumers Energy does not publish a complaint form, email or mailing address on its contact page.","Medical Emergency Protection needs a doctor's written proof or public health notice."],"security":{"official_domains":["consumersenergy.com"],"never_asks":[{"kind":"policy","claim":"Consumers Energy will never threaten to shut off service if a customer does not comply with demands.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy will never shut off service for non-payment without notifying the customer first. It sends a shut-off notice at least 10 days in advance.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy sends email or text updates about an account, bill or payment only to customers who signed up for alerts.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers call, visit or reach out on social media to collect a past-due bill and ask for wire transfers, cash, prepaid gift cards, a debit card number and PIN, or cryptocurrency.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators at the door ask to see the bill, claim to look into a gas leak, offer free products or upgrades, or say the bill is overdue and threaten to shut off service.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators copy Consumers Energy by phone, email, text and web to get full Social Security numbers, dates of birth, card or bank account numbers, or account numbers and login credentials.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam (customer service)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Confirm that a visitor is from Consumers Energy","value":"+1-800-760-3295","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Electric and natural gas utility in Michigan. Regulated by the Michigan Public Service Commission (MPSC), whose rules set automatic outage credits. Consumers Energy uses one number, 800-477-5050, for residential customer service, outages, downed wires and gas leaks (call 911 first for emergencies).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Residential customer service (also downed wires and gas leaks after calling 911)","value":"+1-800-477-5050","hours":"Mon-Fri 8 a.m.-5 p.m. for customer service","purposes":["billing_error","bill_increase","disconnection","service_outage","poor_service"],"source":"https://www.consumersenergy.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"supervisor","note":"Ask the representative for a supervisor. Write down the name and reference number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"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.","candidate_channels":["payment-assistance"]},{"index":3,"rung":"state_agency","note":"Michigan Public Service Commission (MPSC).","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"state_agency","note":"Michigan Attorney General.","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["consumersenergy.com"],"never_asks":[{"kind":"policy","claim":"Consumers Energy will never threaten to shut off service if a customer does not comply with demands.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy will never shut off service for non-payment without notifying the customer first. It sends a shut-off notice at least 10 days in advance.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Consumers Energy sends email or text updates about an account, bill or payment only to customers who signed up for alerts.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers call, visit or reach out on social media to collect a past-due bill and ask for wire transfers, cash, prepaid gift cards, a debit card number and PIN, or cryptocurrency.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators at the door ask to see the bill, claim to look into a gas leak, offer free products or upgrades, or say the bill is overdue and threaten to shut off service.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Impersonators copy Consumers Energy by phone, email, text and web to get full Social Security numbers, dates of birth, card or bank account numbers, or account numbers and login credentials.","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-scam-phone","type":"phone","label":"Report a suspected scam (customer service)","value":"+1-800-477-5050","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"},{"id":"verify-visitor-phone","type":"phone","label":"Confirm that a visitor is from Consumers Energy","value":"+1-800-760-3295","source":"https://www.consumersenergy.com/outages-and-safety/avoiding-scams","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":21},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 21 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"utility","title":"Electric and gas utilities — how complaints work","last_verified":"2026-10-12","file":"guides/utility.md","page":"https://escalate.alexgaoth.com/#/guides/utility"}}