Trouble Paying Your Bill?
At Citizens Energy Group, we provide essential services that help make a house a home, including natural gas, water, and wastewater. We understand that utility bills can be a financial challenge for some of our customers. Here, you can find information about resources available from Citizens, as well as federal and local assistance programs that can help you pay your bill.
Tip: Most assistance program eligibility is based on household income. Knowing your total income for the past three months will help you determine which programs may be right for you.
Getting started: The federal Energy Assistance Program (EAP) is the best first step for many residents seeking assistance with their utility bills. While other programs may also be available, they often ask for the results of an EAP application. Learn more about getting started with the EAP below.
Quick Reference Guides
Much of the information on this webpage is personalized for the 2024-2025 winter season and made available in a single PDF, translated into various languages.
Under the banner of Utilities Unite for Customers, these PDF reference guides also include electric utility information from AES Indiana (a separate utility from Citizens Energy Group) in an effort to provide all Central Indiana utility assistance information in a single resource.
If you or a neighbor need a quick guide to financial assistance programs this winter, the PDFs here may be helpful to share in digital or print versions.
Energy Assistance Program
The Energy Assistance Program ("EAP") is a federally funded, one-time benefit program that can assist you with the cost of home utilities and can help if you are disconnected or are about to get disconnected. EAP is also referred to as the federal Low-Income Home Energy Assistance Program (“LIHEAP”).
If you are approved for EAP assistance at the federal level, you will automatically receive from Citizens: a 10-25% discount on your natural gas bill (described at Citizens as the Universal Service Program) as well as a credit of $6-15 on your Citizens wastewater bill (also described as the Low-Income Customer Assistance Program ["LICAP"]).
Schedule a phone appointment to complete your EAP application at 317-808-2378, or else start the process at the link below:
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When can I apply for EAP?
Important EAP Dates
• October 1, 2024: Online and mail-in applications now accepted.
• April 14, 2025: Last day to submit an application deadline. -
Who qualifies for EAP?
Indiana EAP Income Eligibility
Household size
To qualify for EAP, a household's last three months’ income total must be less than: 1
$8,059
2
$10,539
3
$13,018
4
$15,498
5
$17,978
6
$20,458
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Apply for EAP to Avoid Utility Disconnection:
It can take several weeks to be approved or denied for EAP, but having the completed EAP application will keep you from experiencing a utility shut-off during Indiana’s winter disconnection moratorium period, December 1, 2024 - March 15, 2025. Proof of application submission or approval letter must be submitted to AES Indiana by emailing aesindianaeap@aes.com and Citizens Energy Group by calling 317-924-3311 for your account to be held from disconnection during the moratorium period.
Learn more about Winter Shutoff Moratorium here:
OUCC: Winter Moratorium
Additional Assistance Programs
Winter Assistance Fund (WAF)
Championed by the United Way of Central Indiana, the Winter Assistance Fund (WAF) is for Marion County residents who struggle with utility bills but don’t qualify for EAP. Find an application site near you at uwci.org/waf
You can also call 211 to learn more about which local sites are accepting applications.
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When can I apply for WAF?
The application period for the Winter Assistance Fund is from January 1, 2025 – May 31, 2025
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Who qualifies for WAF?
Regardless of WAF approval or denial, you can still apply for AES Indiana’s Power of Change and assistance from Citizens’ Warm Heart Warm Home Foundation™.
WAF Income Eligibility Range
Household size
To qualify for WAF, a household's last three months’ income total must be between:
1
$8,060 - $8,471.25
2
$10,540 - $11,497.50
3
$13,019 - $14,523.75
4
$15,499 - $17,550
5
$17,979 - $20,576.25
6
$20,459 - $23,602.50
Warm Heart Warm Home Foundation™
The Warm Heart Warm Home Foundation™ (WHWH) is Citizens’ nonprofit organization that provides financial assistance to customers having difficulty paying their utility bills. WHWH grants can help customers sustain their utility services and catch up on past-due bills.
Apply by calling Citizens at 317-924-3311.
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Who qualifies for WHWH?
WHWH Income Eligibility
Household size
To qualify for WHWH in winter 2024-2025, a household's last three months’ income total must be between:
1
$8,060 - $9,402
2
$10,540 - $12,296
3
$13,020 - $15,189
4
$15,500 - $18,082
5
$17,979 - $20,975
6
$20,459 - $23,868
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Where can I learn more?
To apply for WHWH, give us a call at 317-924-3311. Or click here to learn more about the Foundation.
Community Assistance Programs
There are many community resources that provide assistance to those in need.
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Why should I contact Indiana 211?
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What is the IHCDA?
The Indiana Housing & Community Development Authority (ICHDA) provides a variety of assistance programs, some of them designed specifically for senior citizens and persons with disabilities.
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Where are the community centers for assistance?
Community Alliance of the Far Eastside (CAFE)
8902 E. 38th St.
317-890-3288Concord Neighborhood Center
1310 S. Meridian St.
317-637-4376Edna Martin Christian Center
2605 E. 25th St.
317-637-3776John Boner Community Center
2236 E. 10th St.
317-633-8210Jewish Family Services
6905 Hoover Rd.
317-259-6822Lawrence Township Trustee
4455 McCoy St.
317-890-0011MLK Center
40 W. 40th St.
317-923-4581PACE
2855 N. Keystone Ave.
317-612-6800Pike Township Trustee
5665 Lafayette Rd.
317-291-5801Warren Township Trustee
501 N. Post Rd.
317-327-8947Washington Township Trustee
5302 N. Keystone Ave.
317-327-8800
Citizens Assistance & Billing Programs
Citizens Energy Group provides other tools and grants to help customers manage their bill. Work with our Customer Support team to develop a payment plan that best suits your needs and helps you catch up on your bill.
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How can I set up a payment plan?
Qualifying customers who are behind on bills can make arrangements and avoid service disconnection by signing up for flexible payment options.
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How do I enroll in Budget Billing?
Know what you owe every month. Budget Billing balances your payments across 12 months, so you’ll avoid variations from month to month, regardless of usage.
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How do I apply for Citizens assistance?
The Warm Heart Warm Home Foundation™ is Citizens nonprofit organization that provides financial assistance to customers having difficulty paying their utility bills. Warm Heart Warm Home grants can help customers sustain their utility services and catch up on past-due bills.
Citizens Warm Heart Warm Home Foundation™ is a registered 501(c)(3) organization that provides one-time grants to customers in need.
Grants are funded by donations from individuals and local corporations.
Home Infrastructure Program
Income eligible homeowners may qualify for water leak repairs, drain line repairs, and gas water heater repairs through the Citizens Energy Group Home Infrastructure Program.
Home Infrastructure Program - Translated Reference Guides:
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What are the eligibility requirements?
- Homeowner must be living in the home.
- The home must be connected to Citizens Energy Group sewer.
- The name on the Citizens Energy Group sewer bill must match the name on the deed to the house. This information can be verified with the Marion County Assessor.
- Household is under 70% State Median Income (see Income Guidelines).
- Homes on septic or well water are not eligible for water/drain repairs.
- Rentals, rent to buy, and land contract homes are not eligible.
- Gas water heater repair – home must be connected to Citizens Energy Group gas service and in the name of the homeowner.
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What are the income guidelines?
HOUSEHOLD SIZE
INCOME
1
$37,610
2
$49,182
3
$60,755
4
$72,327
5
$83,899
6
$95,471
7
$97,641
8
$99,811
9
$101,981
**July 2024 - September 2025
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How do I apply?
- Call Citizens Energy Group (317-924-3311)
- Call 211
- Fill out the application in the link below
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What repairs are eligible?
Inside and outside water leaks, inside and outside sewer/drain line backups, and leaking or non-working gas water heaters.
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Where can I find more help?
Indiana 211 can help. For immediate help and access to essential community resources, dial 2-1-1 or 1-866-211-9966 to connect to resources in your community.
Toilet Replacement Program
Income eligible homeowners may qualify for a high efficiency 1.6 gpf toilet to replace broken, cracked, or older low efficiency toilets at no charge.
Toilet Replacement Program - Translated Reference Guides:
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What are the eligibility requirements?
- Homeowner must be living in the house.
- The home must be connected to Citizens Energy Group sewer.
- The name on the Citizens Energy Group sewer bill must match the name on the deed to the house. This information can be verified with the Marion County Assessor.
- Household is under 70% State Median Income (see Income Guidelines).
- Homes on septic are not eligible.
- Rentals, rent to buy, and land contract homes are not eligible.
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What are the income guidelines?
HOUSEHOLD SIZE
INCOME
1
$37,610
2
$49,182
3
$60,755
4
$72,327
5
$83,899
6
$95,471
7
$97,641
8
$99,811
9
$101,981
**July 2024 - September 2025
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How do I apply?
- Call Citizens Energy Group (317-924-3311)
- Call 211
- Fill out the application in the link below
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What toilet heights are available?
- Limit one per bathroom
- Round – 15 ½ inches high
- Elongated – 15 ½ inches high
- Americans with Disabilities Act (ADA Toilets) – 17 ½ inches (high and elongated only)
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Where can I find more help?
Indiana 211 can help. For immediate help and access to essential community resources, dial 2-1-1 or 1-866-211-9966 to connect to resources in your community.