180 East Broad Street, Columbus, OH 43215

The Special Reconnect Order (SRO) may be used ONCE during each heating season, which runs from mid-October to mid-April. The SRO will maintain service for a minimum of 30 days. If Service Has Been Disconnected for 10 Business Days or Less: - Customers who have a current account with the company can have their service restored the same day if payment is made and the customer contacts the company with the receipt number prior to 12:30pm. - If payment is received after 12:30pm, the service will be restored the next business day. If Service Has Been Disconnected 11 or more Business Days: - New service accounts and restored gas service accounts will be reconnected within five (5) business days. - New service accounts and restored electric service accounts will be reconnected within three (3) business days. On-time Payment Definitions: - On-time payment definition for gas: The due date on the bill. - On-time payment definition for electric: Before the next bill is due.

- Residential customers should call the appropriate electric or natural gas utility between mid-October and mid-April to find out more information about their account and how to apply the Special Reconnect Order to their utility bill. Utility representatives will explain the order, and if applicable, set the customer up on a payment plan for any default amount. - Regardless of income level: If a residential customer’s service has been disconnected for non-payment or is being threatened with disconnection, they may pay the required $175 (plus a service reconnection fee of no more than $36) to the utility company and follow the company’s procedures to get reconnected. If a utility's reconnection fee is greater than $36, then the utility may bill the balance of the reconnection charge to the customer the following month. If paying at an authorized agent, the customer will also need to call the utility with the receipt number to report the payment. - Customers who were previously on PIPP Plus or Graduate PIPP Plus: Must sign up one of the utility provider's budget plans (1/6th, 1/9th, Winter Heating Season Plan, or Budget Plan). NOTE: This payment plan is not PIPP. Must pay the balance of the default (per utility) on or before the due date of the customer's next bill to maintain or be re-enrolled on PIPP Plus/Graduate PIPP Plus. Default includes ALL unpaid installment payments (even those due while the utility was off). If the default payment and next payment due is not made, then the utility will be turned off after the minimum 30 day SRO is completed. - Customers who have never been on PIPP Plus or Graduate PIPP Plus: Must sign up for a payment plan. If the household is at or below 175% Federal Poverty Guideline Level, then the customers is eligible for PIPP Plus. If above the 175% Federal Poverty Guideline Level, must sign up one of the utility provider's budget plans (1/6th, 1/9th, Winter Heating Season Plan, or Budget Plan).

Residential customers are required to pay no more than $175 (plus a service reconnection fee of no more than $36) to maintain service for a minimum of 30 days under the reconnection order. If the customer’s service has already been disconnected, the customer must pay the $175 and possibly a reconnection fee to restore service. If a utility's reconnection fee is greater than $36, then the utility may bill the balance of the reconnection charge to the customer the following month. Customers requesting new natural gas or electric service, who have no previous balance with their utility, may establish service under the special reconnect order by paying $175, rather than paying the required security deposit. New customers who use the special reconnect program to establish new service may have the remaining balance of the required security deposit added to their next month's bill. If a customer is at or below 175% of the Federal Poverty Guideline, they may be eligible to use the Emergency Ho

- There is no income eligibility requirement to use the SRO. - Any residential customer who is served by a regulated utility company may use the Special Reconnect Order to establish, maintain, or restore service. - SRO may only be used once per utility during each annual SRO period. - Individuals who have committed an act of fraud (such as theft of service or wrote a bad check) may not utilize the SRO until they pay the fraudulent amount plus the investigation fees.

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