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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 five (5) hours, we will give you three (3) days' notice (if possible), and no less than 24 hours' notice. If your service must be interrupted without notice for more than 5 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 communicate outage information through local radio stations and news media serving the area(s) affected to provide notice of planned maintenance. More information is available at Outages & Restoration.

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.

Involuntary 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 unreasonably 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 obtain service.
  • You fail to comply with a decision of the Maine Public Utilities Commission or its Consumer Assistance and Safety 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 business days' written 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 (such as meter tampering), a dangerous condition exists, or a State or local official has directed us to disconnect.

In accordance with MPUC rules, the disconnection letter will inform you of the disconnection date, the duration of the disconnection period following that date, and the times of day a disconnection may occur.

Depending on the time of year, the disconnection period is in effect for either 10 or 20 business days after the disconnection date stated in the letter, and disconnection may occur between 8:00 AM and 3:00 PM. The disconnection notice 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, except that we may disconnect the service if you have refused to allow us access to read your meter.

We also will not disconnect service for non-payment by your landlord without providing you the opportunity to put service in your own name. If you are a tenant and your landlord asks us to disconnect or does not pay the bill, we will provide you with a notice explaining how to contact us to establish service. You would not be responsible for the landlord's unpaid bill.

Medical Condition

We will not disconnect when you inform us that you or someone in your household has a serious medical condition. The medical emergency must be confirmed verbally or in writing by a physician (or physician's assistant) within 3 business days of the initial declaration.

If your doctor gives verbal confirmation (by phone), then we require written confirmation from the doctor within 7 business days. 

Emera Maine will provide a Medical Emergency Form to your medical provider with instructions on how to complete and return the form to the company by fax or mail.

Disconnection can be postponed due to a medical emergency for up to 30 days, and your certification can be renewed a maximum of two additional times during a twelve-month period. This limitation applies to all occupants of the household. A medical emergrency does not cancel your electric bill, and you still will be responsible for payment of any overdue amount.

Reconnection

We will reconnect your electric service when you have paid your overdue bill, you have agreed to a payment plan, or we receive a certified medical emergency form from your physician.
 
We may require a deposit equal to the two highest consecutive bills within the previous 12-month period at the location. 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 of service, provided in our Terms and Conditions of service. We will reconnect your service by the next business day no later than 5 PM.

Accuracy of Meter

The MPUC establishes a schedule of required meter tests and the accuracy standards that a meter must meet. If you want your meter tested for accuracy outside of the regularly scheduled testing cycle, we will do so at no extra cost to you. However, if you request a meter test 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.

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

Liability for Damages

The Company is not liable for any interruption, discontinuance, or reversal of its service due to causes beyond its immediate control. Please see our Terms and Conditions for the entire liability disclaimer.

However, 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. More information also is available under Damage Claims.

Complaints

If you have any questions or complaints, please 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 work with you 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 or we are otherwise unable to resolve your dispute, you have the right to appeal to the Consumer Assistance and Safety Division (CASD) of the Maine Public Utilities Commission at 18 State House Station, Augusta, ME 04333. You can call the CASD at (207) 287-3831 or toll free at 1-800-452-4699 or email them at maine.puc@maine.gov.

Before you call or write the Commission, the CASD requires that you first give us an opportunity to respond to your complaint. We cannot disconnect you for a disputed bill amount, deposit request, or the terms of a payment arrangement until the CASD resolves your complaint. You do have to pay any portion of a 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 CASD as described above.

 

Please Identify Your Service Area

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Select Your District on the Map Below

Maine Public Service District Bangor Hydro District
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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.

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