Amid decisions pending on Duke Energy’s proposed rate increase, a lesser-known program aiding low-income households is reaching its end. This change could exacerbate financial challenges for some customers already facing potential rate hikes.
The conclusion of the Duke Energy Customer Assistance pilot program at year’s end marks the loss of a $42 monthly credit for eligible households. Last year, about 43,000 customers received this benefit, often unknowingly, as it appeared discreetly within their bills.
“Most people don’t even know that they’re getting it if they’re getting it,” remarked Shelly Biby from Crisis Assistance Ministry in Charlotte. She noted that many only became aware of the credit during bill consultations.
Simone Fisher, a school driver in Charlotte, discovered her participation in the program only when seeking utility bill help. “I had no idea,” she admitted, after reviewing her recent statement. The credit was subtly listed among other billing details. Automatic enrollment occurred for those qualifying for state programs like the Low-Income Energy Assistance or the Crisis Intervention Program.
Duke Energy communicates program details to participants via email, texts, mail, and bill messages. During regulatory hearings, the North Carolina Utilities Commission scrutinized the utility’s efforts to assist impacted customers.
Commissioner Floyd McKissick Jr. queried the company’s future plans for these customers. Jacob Colley, Duke’s director of vulnerable customer support, assured that customers would be informed about the credit’s expiration and advised to prepare accordingly. A Duke spokesperson reiterated, “There are no changes today to Duke Energy’s Customer Assistance Program (CAP). Customers who are enrolled and eligible for the program will continue receiving credits through December 2026, when the three-year pilot is scheduled to conclude.”
If approved, Duke’s rate increase would compound the financial strain on these households, who face both the loss of the $42 credit and a 7.5% rate hike.
The program, costing $33 million over two years, provided $600,000 directly to participants. David Neil of the Southern Environmental Law Center pointed out that additional savings from weatherization assistance were not reflected in Duke’s cost estimates.
Commissioner Tommy Tucker proposed funding the program through a portion of Duke’s profits, which amounted to $4.6 billion in 2025, rather than burdening other ratepayers. The continuation of the program beyond 2026 remains a possibility under regulatory oversight.
Duke Energy estimates an average customer bill of $156, with a potential increase of $9.39 next year. Crisis Assistance Ministry notes that many of their clients face bills that far exceed this average.
Fisher’s situation exemplifies this disparity, as her monthly expenses for a three-bedroom apartment range between $200 and $300, amplifying the impact of any rate increase. “It’s going to cause me — and anybody else who’s paying Duke […] — to look for other income to help them with their high utility bills,” Fisher commented.
