Frequently Asked Questions (FAQ)

Does PULP provide financial assistance? 

  • No, PULP does not provide financial assistance. PULP can connect you to other resources and grants.  

Can I call PULP’s hotline any time?  

  • Our hotline is open 24 hours, 7 days a week. You will hear back from a PULP staff member between Monday – Friday, 9am to 5pm. 

Does PULP charge for its services? 

  • No, PULP does not charge for services. 

For what issues and concerns should I call PULP about?  What is outside PULP’s purview?  

You should call PULP if:  

  • You are low- or fixed-income and cannot afford your energy bill. 
  • You believe there has been an error on your account or bill and have already attempted to reach out to your utility company. 
  • You receive other government assistance such as SNAP or DSS, but not EAP or HEAP. 
  • You have received a shut-off notice.  
  • You have life-saving equipment (LSE) such as a dialysis machine, CPAP, or other medical equipment and are afraid you might be disconnected from a utility used to power the LSE.  
  • You need assistance filing a complaint through the Department of Public Service. 

Outside of PULP’s purview:  

  • Moderate- to high-income customers.  
  • You need an attorney to represent you in a housing court or other legal proceedings.  
  • Generic landlord-tenant issues. This may include shared-meter situations where the landlord is not responsive.  
  • Deliverable fuel sources such as propane, wood, kerosene, etc. 
  • Providing direct financial assistance, grants, or cash to pay bills. 
  • You need representation in appeals for Public Service Commission determinations.  

What happens if my landlord is on my utility bill?  Can I still contact PULP? 

  • Yes, you can still contact PULP.  

Can I contact PULP on behalf of a relative, friend, or neighbor or may benefit from PULP’s advocacy? 

  • Yes, you can contact PULP on behalf of another person, but ultimately, we must work with the person listed on the bill.  

What is the role of the attorneys who work at PULP, and what are their limitations? 

  • Engaging with PULP does not create an attorney-client relationship.  

I am experiencing interpersonal violence at home; how can I safely contact PULP? 

  • PULP works often with utility customers who may be experiencing interpersonal violence at home. If you feel comfortable sharing that information with us, we can work together on the best way to safely communicate, including calls, text messages, emails, and the use of code words.  

I am worried about contacting my utility company because I have had bad experiences in the past.  Will PULP contact a utility company on behalf, and, if so, how will I be protected from retaliation?   

  • After receiving a third-party authorization, PULP will be able to contact the utility company on your behalf.   

If I have a complaint with the Department of Public Service, or my complaint at DPS was “resolved,” can I still contact PULP for follow up or if I have a concern with their outcome? 

  • Yes, you may still contact PULP to see what options are available for your specific issue.  

Why is my bill so high? 

  • Energy costs are high right now due to aging infrastructure, fluctuating supply costs, and rising fuel costs. However, if you believe your monthly bills are abnormally high or fluctuating, PULP can help you review them.  

What are the supply charges?  

  • The supply side of the bill is the cost of energy which is unregulated and fluctuates due to changes in weather, social and political events, and economic stress. This is not something PULP can assist with, but we can recommend enrollment in the Energy Affordability Program (EAP) which is a monthly discount on your utility bills. 

What are the delivery charges? 

  • The delivery side of the bill is the cost to deliver the services to your home. This includes costs for maintenance of the electric grid such as replacing and maintaining power lines, vegetation management to ensure that the power lines and substations are safe to operate, and the government fees associated with keeping the power turned on for the entire grid.  

Do you have any tips for talking to my utility company?   

  • Yes. We recommend remaining calm, educating yourself about your rights as a New York State resident, and writing a script beforehand for whatever you need. PULP also offers scripts to guide discussions with your utility company; you can request these and all our self-advocacy documents through our intake@utilityproject.org email.  

Is there any program available to help pay for the internet?  

  • Yes, in New York, the Affordable Broadband Act (ABA) entitles low-income New Yorkers with proof of benefits (SNAP, HEAP, disability, etc) to receive lower cost internet. You can contact your internet service provider about this option.