As the state prepares for a big winter storm and cold temperatures, the attorney general is reminding Vermonters that they have certain rights when it comes to emergency deliveries of heating fuel.
Vermont’s Consumer Assistance Program offers protection to people who use propane to heat their homes. According to the Attorney General’s Office, which enforces the program, propane sellers aren’t allowed to:
- Charge a minimum usage fee
- Charge for fuel that isn’t delivered
- Require a minimum annual purchase price of fuel unless it’s part of a guaranteed price plan
- Charge a fee when a customer stops service if the tank has been on the property for more than a year
Fuel dealers must deliver propane, even if the customer hasn’t paid off their balance, as long as the customer pays the fuel dealer for that delivery.
The Customer Assistance Program received 60 complaints related to propane last year. Most were related to billing issues and customer service issues such as delays in delivering heat, and some complaints related to pricing, according to Lisa Jensen, assistant director of the Consumer Assistance Program.
Heating prices shot up last fall — a ripple effect from the pandemic, said Matt Cota, executive director of the Vermont Fuel Dealers Association; he said propane dealers are experiencing a number of challenges.
“Because of depression of demand, we experienced extremely low prices in the winter of 2020-21. That has flipped,” he said.
Deliveries might be delayed, he said, because of a lack of certified drivers in the field, and because of sickness due to Covid-19. Many fuel companies are small, with only a few employees, Cota said, and most of the deliveries take place in the span of a few months.
“In years past, you fought through the flu, just like all of us do, right? But you can’t really do that anymore because of Covid,” he said. “You’ve got to stay away, particularly when you’re dealing with your customers. So that has had an impact.”
Fuel dealers are increasingly aware of consumer protection laws, Jensen said, and almost none of the complaints received last year came from a company failing to deliver fuel due to a customer’s balance.
Meanwhile, call centers at organizations such as Capstone Community Action, which serves Washington, Lamoille and Orange counties, have been extremely busy handling emergency heat assistance calls, according to Sue Minter, the center’s executive director.
Both the Consumer Assistance Program and local Community Action agencies can connect those struggling to find assistance to heat their homes with local agencies and providers, Jensen said.
Those who need immediate access to heat can visit websites for Vermont’s Low-Income Home Energy Assistance Program and the WARMTH Program. Those with concerns about propane can call the Customer Assistance Program at 800-649-2424.
