NIPSCO details expanded bill-assistance programs and answers smart-meter concerns at community forum

Cynthia Thomas, Senior Energy Assistance Program Manager for NIPSCO, told residents at a March 18 community forum that the utility has adjusted its customer-assistance programs to help people facing higher energy bills.

Thomas said NIPSCO will apply usage discounts to customers approved through LIHEAP/EAP and, "For the first time ever, we have help now for our electric customers," adding that NIPSCO plans to extend electric discounts in summer months to those accounts. She said the company is also applying "over a $100,000 in late payment assistance" to accounts and raised its hardship grant from $400 to $550 this year.

The changes come with a new application timetable: NIPSCO aligned its hardship application window to begin Oct. 1 to match LIHEAP/EAP, with early online access Oct. 1–Nov. 1 and in-person intake available Nov. 1–April 20. Thomas said the company is building system logic to identify LIHEAP-approved accounts automatically so approved customers will not have to reapply to receive electric discounts.

Thomas outlined two company-administered programs aimed at specific groups. The "Silver" program for seniors and the "Serve" program for military-connected customers each can provide up to $550 toward arrearages; Silver requires the name on the bill and birthdate verification, while Serve requires submission of a DD-214 for proof of service.

On meters and billing, Thomas said NIPSCO deployed AMI (automatic meter infrastructure) meters to capture readings remotely and that there is "not a plan to take those out" because they support remote monitoring and can allow technicians to reconnect service without an on-site visit. A resident who identified themselves as a former city council member raised a concern that smart meters let an operator "sit by the computer and put the button and turn you off," reducing the neighborhood-level discretion that sometimes accompanied in-person shutoffs. Thomas acknowledged the remote disconnection and reconnection capability and said in some past cases field technicians could exercise discretion in person; she offered to check whether a local opt-out was available and to follow up with the council representative.

Thomas also urged customers who believe their bills are abnormally high to use NIPSCO's high-bill investigation process through the call center; the company will compare usage to prior periods and send technicians to inspect meters and equipment when needed. She advised residents to pick up bill-explanation handouts at the outreach table for a breakdown of usage and delivery charges, which she said cover the cost of lines and infrastructure and help explain recent rate increases.

A CoAction representative staffed the outreach table and said she could provide paper applications or a flyer with an online link and help customers with incomplete applications. She described the intake timeline and offered to look up files and help complete applications at the table.

Thomas said she would follow up on questions she could not answer at the forum, including whether an opt-out option for smart meters was available locally, and encouraged residents with account-specific concerns to leave contact details at the outreach table. The moderator closed the meeting with community announcements and thanked presenters and attendees.