Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Customer protection notice

Review the delinquency rules before your service is interrupted

A past-due balance can trigger fees or a shut-off process. Contact the provider promptly if a notice is incorrect, a payment is pending, or a household needs assistance.

Grace period

The FY2025-26 schedule applies a 1.5% utility late fee when payment has not been made by the 26th day. This is the published late-fee threshold, not a complete statutory shutoff grace period.

Late charges

A 1.5% utility late fee is charged on unpaid balances when payment is not made by the 26th day. Returned checks can receive a $25 NSF fee; if the customer does not respond within the notice period, a $50 administrative cutoff fee applies.

Shut-off timeline

The current fee schedule states that accounts placed on the cutoff list incur nonpayment administration fees even if a physical disconnection has not yet occurred. It does not publish a complete day-by-day missed-due-date-to-shutoff sequence in the reviewed materials.

Reconnection

FY2025-26 nonpayment administration fee is $50 during Monday-Friday 8:00 a.m.-4:00 p.m. and $100 after 4:00 p.m., weekends, and holidays; once on the cutoff list, the fee applies even if the service has not yet been physically disconnected. Same-day connection is no charge Monday-Friday 8:00 a.m.-3:00 p.m. and $100 from 3:01-5:00 p.m.; no regular connection after hours/weekends/holidays.

Notice and timing

How delinquency is handled

Grace period after the due date

The FY2025-26 schedule applies a 1.5% utility late fee when payment has not been made by the 26th day. This is the published late-fee threshold, not a complete statutory shutoff grace period.

Late-fee calculation

Disconnection timeline

Statutory warning protocol

What notice should you expect?

The reviewed Concord materials describe cutoff-list administration and payment arrangements but do not state the complete current notice delivery sequence. A returned-check notice gives seven business days to contact the office before cutoff status and the administrative fee may apply.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from CONCORD, CITY OF should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

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