Text Size: A A

Interruption of Service



Interruption of Service

We may need to interrupt your service on occasion to repair or maintain our equipment. When possible, we will let you know why and how long you can expect to be without service.

If we plan to interrupt service to more than 10 customers or for more than three hours, we must give you at least 24 hours' notice. We will give you more notice whenever possible. If your service must be interrupted without notice for more than three hours due to storms or other emergencies, we will try to let you know as soon as possible how long you are likely to be without service. We will generally use the local radio stations to announce outages in these instances.

If you find yourself without power, first check to see if your neighbors have power. If they do, check your electrical entrance box for tripped breakers or blown fuses. If you still do not have power, call us at (207) 973-2000 or 1-855-EMERA-11 (1-855-363-7211). If we dispatch a service person to your residence and find that the problem is with your electrical system or your landlord's electrical system, we will bill you a service charge.

When You Want Service Disconnected

You must give us at least seven days' notice when you want to disconnect service. We can bill you for service until you give us the required notice or we disconnect the service, whichever is first. Generally, we are able to accommodate your request within a few days.

Disconnection

We do not want to disconnect your service; we will work with you to resolve any problem. However, we do have the right to start disconnection procedures when:

  • You fail to pay or make a payment plan for an overdue bill.
  • You don't keep a payment plan paid up-to-date.
  • You fail to pay a deposit, arrange to pay for it, or provide someone who is willing to guarantee payment.
  • You are using the service without having applied for it.
  • You refuse to let us onto your property to read or service a meter.
  • You have tampered with the meter, or somehow managed to obtain service without payment.
  • You misrepresented who you are to get service.
  • You fail to comply with a decision of the Maine Public Utilities Commission or its Consumer Assistance Division.

Disconnection Notice

In most cases, we will notify you in writing at least 14 days before a stated disconnection date. However, we are permitted to give you only three working days' notice if you've broken a payment plan, failed to pay a deposit, or received service without applying to become a customer. We can disconnect without notice only if there is unauthorized use (meter tampering) or a dangerous condition exists.

The disconnection period is in effect for 10 business days after the disconnection date of your letter. The disconnection letter will tell you what to do to avoid disconnection and how you can dispute your bill or the disconnection itself.

We will not disconnect service on a Friday, a weekend, a legal holiday, or the day before a holiday.

We are not allowed to disconnect for:

  • Non-basic service charges, such as merchandise or services not regulated by the MPUC.
  • An old bill that was not properly transferred to your account when you applied for service.
  • Estimated usage. However, we may disconnect for this if you have refused to allow us to read a meter, or you have refused to provide an actual reading on our postcards.
  • Non-payment by your landlord. If you are a tenant and your landlord asks us to disconnect or your landlord does not pay the bill, we will issue you a notice allowing you an opportunity to put service in your own name. You do not have to pay the landlord's unpaid bill.

Medical Condition

We will not disconnect your electric service if you or someone in your house is seriously ill and a registered physician confirms that an illness or emergency exists. Customers with a medical condition should have their physician call our Customer Contact Center at 1-855-EMERA-11 or (207) 973-2000. We will fax a medical emergency form directly to the doctor's office. Once verbally declared through the doctor’s office, we will wait three business days for the doctor to return the completed form by fax or mail.

Written certification from the doctor must include a list of essential electrically-operated equipment. Disconnection can be postponed due to a medical condition for up to 30 days, and can be renewed if an acceptable payment arrangement is made. A medical condition does not cancel your electric bill.

Reconnection

We will reconnect service provided you have paid your overdue bill or have agreed to a payment plan. This payment plan will be based upon your previous payment history. We also can charge a deposit equal to two billing periods if you are disconnected for nonpayment, unauthorized use, or theft of service. When both a deposit and the unpaid bill are required, you may pay one of the amounts in full and enter into a payment plan for the other amount. There is a charge for reconnection. We will reconnect your service on the next business day, at the latest.

Accuracy of Meter

The MPUC establishes the schedule of required meter tests and the accuracy standards that a meter must meet. If you want your meter tested for accuracy, we will do so at no extra cost to you once a year. If you ask more often than once every 12 months, you will be charged a fee. You may check the readings of your meter by monitoring your own usage. Call us for information on how to read your meter, or visit our Energy Manager section for instructions.

Local (207) 973-2000
Toll free US & Canada 1-855-EMERA-11 (1-855-363-7211)

Liability for Damages

The Company will consider claims for damages to electrical equipment in your home or business caused by Emera Maine equipment failure. Any damages occurring beyond the Company's control should be submitted to your homeowners insurance company.

Claim forms for damages associated with service interruption may be obtained by calling our Customer Contact Center at (207) 973-2000 or 1-855-EMERA-11 (1-855-363-7211). Any questions about how to complete and submit the form also can be answered by calling these numbers.

Complaints

If you have any questions or complaints, call us. We will have customer service representatives available during business hours to answer your questions, set up payment plans, and resolve disputes. We will investigate your complaint and try to resolve it.

Local (207) 973-2000
Toll free US & Canada 1-855-EMERA-11 (1-855-363-7211)

If you disagree with our response, you have the right to appeal to the Consumer Assistance Division (CAD), of the Maine Public Utilities Commission, State House Station 18, Augusta, ME 04333. You can call the CAD at (207) 287-3831 or toll free 1-800-452-4699. Before you call or write the Commission, the MPUC requires that you first give us an opportunity to respond to your complaint.

We cannot disconnect you for a disputed amount, but you do have to pay the portion of the bill that is not in dispute. If you contact us before the service is disconnected and we cannot agree on a payment plan or other requirement to stop disconnection, you can appeal to the MPUC as described above.

Please Identify Your Service Area

Click on your district on the map, or select a zip code or town from the lists.

Select Your District on the Map Below

Maine Public Service District Bangor Hydro District
or

or

Emera Maine provides electric delivery service to two areas – the Bangor Hydro District and the Maine Public District.

  • The Bangor Hydro District includes Hancock, Piscataquis and Washington Counties and most of Penobscot County.
  • The Maine Public District serves Aroostook County and a small piece of Penobscot County.

Because some information varies by District, please identify your District on the map above, or enter your town or zipcode. If you need information on both Districts,  switch back and forth at any time by selecting the district selector button.

If the browser you are using has cookies enabled, you will only have to make this selection once.( If your browser has cookies disabled your selection will be remembered until you close the browser, but not when you return to the site.)