Utilities Offer a Wide Range of Programs to Help Vulnerable Customers

Vulnerable customers have long been a focus of utility assistance programs to help discount bills, prevent disconnections, or otherwise offer relief to customers struggling to pay their utility bills. Most utilities offer programs aimed at assisting low-income customers, and many offer programs for other types of customers that are vulnerable to high bills and power shutoffs. These customers have clear preferences for assistance and communication from their utilities, and there are opportunities for utilities to continue improving outreach and engagement programs for the customers who need them most.

This report utilizes data from Chartwell's Vulnerable Customer Programs Audit of public utility assistance programs from the largest U.S. and Canadian utilities.

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assistance programs Billing and Payment billing assistance customer experience low income vulnerable customers