Customer Assistance Program (CAP) FAQ's

CAP stands for the UGI Customer Assistance Program. It is an assistance program to help income eligible customers mange their utility bills. This program offers a set monthly payment, bill forgiveness, and debt forgiveness.

If you have questions about your bill, you may call the UGI Customer Care Center at 800-276-2722 Monday through Friday from 8 am to 5 pm. You may also contact UGI by email at assistance@ugi.com.

Yes, you can take advantage of all UGI assistance programs as long as you meet the program requirements of each.

CBO stands for Community Based Organization. These organizations partner with UGI to enroll and recertify UGI customers for CAP. You can find your nearest CBO by searching your zip code.

To remain enrolled in UGI Customer Assistance Program, each year you may be required to provide proof of your current household income and confirm your household members. UGI will mail you a green Recertification Application when it is time to recertify. You must provide your CBO with the completed Recertification Application, proof of income and ID to make sure you are still eligible for the program.

CAP monthly payment amounts are based on either a percentage of your income or the average bill at your home, whichever is lower.

When you pay your CAP monthly payment on time, you benefit from two types of forgiveness.

Bill forgiveness (also known as CAP Credits) is the difference between your actual billed usage and your monthly CAP payment. This difference is forgiven by UGI when you make on-time monthly payments.

Debt forgiveness (also known as Pre-Program Arrearage Forgiveness) is a monthly forgiveness on any past due balance you had prior to starting on CAP. When you enroll in CAP, your prior debt will be divided equally across 36 months. Each on-time CAP monthly payment you make reduces that debt by one-thirty-sixth.

If you do not compete your annual recertification, you will be removed from CAP and any debt not forgiven will become due immediately. You can see this balance on your monthly bill under “Past Bill Information” and “Actual Account Balance.”