Bill by bill: what to ask for, and who to ask

June Kettering

Each part below covers one bill. It names the plans to ask about and says who makes the call. Rules are set by your state, your county or the company itself, so the answer where you live may be different. Always go by what the official page or office tells you.

Electric and gas: plans to ask about

Your power or gas company may offer some of these. Your state's utility commission sets many of the rules.

• A lower rate for people with low incomes or older customers. Some companies have one. Many do not. Ask if yours does.
• A payment plan. This lets you pay a past-due amount over several months while you keep up with new bills.
• An arrears plan. Some companies call it arrearage management. If you pay your new bills on time, part of the old balance may be forgiven. Not every company has one.
• Budget billing. Your yearly cost is spread into equal monthly bills. It does not make your power cheaper. Once a year the company compares what you paid with what you used. You may owe more, or get a credit.
• A medical letter. In many states, a note from a doctor can hold off a shutoff for a set time when someone in the home is seriously ill. Ask your power company which doctor's form it accepts.
• Winter shutoff rules. Many states limit shutoffs in cold months. Each state picks its own months, and some states have no winter rule at all.

Where to check: your state's utility commission. NARUC, a national group whose members are the state utility commissions, keeps a list of state utility commissions on the NARUC site. Pick your state to reach its commission.

For help paying a heating or cooling bill, your state runs an energy aid program funded by LIHEAP. The federal LIHEAP page from the Administration for Children and Families points to where you apply.

Checked on Nov 10, 2026.

Water and sewer

Water is often run by a city, a town or a local district. Call or write to the office named on your bill and ask about:

• A payment plan for a past-due amount.
• A hardship or help program for people with low incomes. Some cities have one, and some do not.
• A leak adjustment. If a hidden leak made one bill jump, some water companies will lower that bill once the leak is fixed. They usually want a repair receipt.

Where to check: the website or office printed on your water bill. There is no single national program for water bills right now, so your local water company is the place to ask.

Checked on Nov 10, 2026.

Phone and internet

Lifeline is a Federal Communications Commission (FCC) program. It gives a monthly discount on phone service, internet service, or both bundled together, for people with low incomes. A household can have just one Lifeline discount at a time. You may be able to get it based on your income, or because you take part in programs such as SNAP, Medicaid or SSI. The FCC page lists every program that counts.

You can apply online, by mail, or through a phone or internet company that takes part. In Texas and Oregon, you apply through the state. Once a year, your Lifeline is checked again to make sure you still meet the rules. Sometimes this happens on its own, and sometimes you must answer a notice.

Where to check:

• The FCC's Lifeline page (last updated March 3, 2026)
• LifelineSupport.org, where the Universal Service Administrative Company (USAC) handles sign-ups for the FCC

The discount amount is set by the FCC and can change. Read the current amount on the FCC page.

Checked on Nov 10, 2026.

Property tax (for homeowners)

If you own your home, your county or state may have ways to ease the tax. Names differ from place to place. Here is what the common kinds do:

• Exemption. Part of your home's value is left out when the tax is figured. Some states have one just for older owners, people with disabilities or veterans.
• Circuit breaker. A credit or refund for people whose property tax is high compared with their income.
• Freeze. The taxable value, or the tax itself, is held at one level for as long as you still meet the program's rules.
• Deferral. You put off paying some of the tax. It is usually paid back later, often when the home changes owners or the owner dies. Ask about interest and what it means for your heirs.

Most of these need a form, and many have a filing window each year. Your county assessor or your state's tax agency can tell you which ones exist where you live and when to file.

Where to check: USAGov's page on state and local taxes links to every state's tax agency and to local government sites (last updated December 11, 2025).

Checked on Nov 10, 2026.

What to say when you call or write

Keep this card near the phone. Use the same three lines with any office.

1. "I'd like to ask about your payment plan." (Use the name of the plan you want, such as budget billing or a medical letter.)
2. "How do I apply, and what papers do you need from me?"
3. "Can you send me your answer in writing?"

Write down the date, the name of the person you spoke with, and what they said. We don't list phone numbers on this site. Use the number printed on your bill or shown on the official site.

True or false?

Three quick checks. There's no score.

1. Every state ends winter shutoff protection on the same date.

Answer: False. Each state sets its own rules, and some have none. Look up your state's commission on the NARUC list of state utility commissions.

2. Budget billing always makes you pay less over a full year.

Answer: False. It spreads your cost into even payments. At the yearly review you may owe more or get money back. Ask your utility how its review works, or check your state's commission through the NARUC list.

3. Lifeline is run by a private phone company.

Answer: False. Lifeline is an FCC program, and a group called USAC runs it day to day. Phone and internet companies take part, but they don't own it. Source: the FCC's Lifeline page.