The Act is intended to protect responsible bill-paying customers from rate increases attributable to the uncollectible accounts of customers that can afford to pay their bills, but choose not to pay.

• PAY YOUR BILL
• FOLLOW THROUGH ON PAYMENT ARRANGEMENTS
• PAY A DEPOSIT, IF REQUIRED
• ALLOW THE COMPANY ACCESS TO ITS EQUIPMENT

• STEALING UTILITY SERVICE
• GETTING SERVICE THROUGH FRAUD
• TAMPERING WITH YOUR METER
• UNSAFE SERVICE CONDITIONS
• GIVING THEM A BAD CHECK TO STOP TERMINATION

• Send you a 10-Day Notice. Once you get the notice, the utility company has up to 60 days to shut off your service.
• Attempt to contact you three days prior to your shut-off date.
• During winter months (December 1 through March 31), if the utility company cannot reach you at the time of termination, they will leave a 48-hour notice at your residence.

If your service is shut off, the utility company will leave a notice telling you what you need to do to get your service restored.

Your utility service will not be shut off if you or someone living in your home is certified as seriously ill by a licensed physician or nurse practitioner. The utility company will require you to provide a letter from a licensed physician, stating that shutting off your utility service will harm the ill person in the home.

The initial medical certification can be up to 30 days, with renewals possible for up to a total of 90 days.

Your utility service can be shut off during the winter months (December 1 through March 31) without the PUC’s prior approval if you fail to be a responsible utility customer, and provided that your household’s income exceeds 250 percent of the federal poverty level (for customers of the Philadelphia Gas Works, the income exceeds 150 percent of the federal poverty level). The utility company will give you notice first and allow you the opportunity to contact them to make arrangements to avoid termination.

If your service is shut off, any adult who lived at the residence will be responsible to pay all or part of the overdue bill if that adult wants service restored in their name. Adult occupants include those over 18 years of age who lived with you during the time the outstanding balance accrued. If the utility company determines that an adult lived at the property by checking names on your mortgage, deed, lease or information from a credit reporting service, that adult will be responsible to pay all or part of the overdue bill. Payment to restore your service will depend on your household income and payment history.

• You may be required to pay a deposit and a reconnect fee.
• If you have broken two or more prior payment arrangements, the utility company can require you to pay the full balance of your bill.
• Your utility company may require you to provide proof of income.

• You do not have good credit or if you do have good credit, but have a bad payment history with the utility company.
• You are shut off for an overdue bill.
• If you miss or pay your bill late for two consecutive payments or three times in a 12-month period, you may have to pay a deposit.

The amount of your deposit may be equal to two average monthly bills.

• You must first contact your utility company to file a complaint or request payment arrangements. You have the right to decline the company’s payment arrangement. While the PUC previously could use discretion in setting the terms of payment arrangements, under the Act, the PUC is provided with set payback periods based upon income level.
• The utility company will work with you and explain programs that may help you depending on your income or hardship situation.
• If you are currently enrolled in a Customer Assistance Program (CAP), the new law does not allow the PUC to establish a payment arrangement if you fail to pay your monthly CAP payment.
• If you break the payment arrangement you made with the utility company or the PUC, we cannot help you unless your income has changed or you have a significant change in circumstances, such as:
  • Onset of chronic or acute illness that results in a significant loss of income.
  • Catastrophic damage to residence that resulted in significant cost to customer.
  • Loss of customer’s residence.
  • Increase in the customer’s number of dependents in the household.

Call
1-800-782-1110 TTY 1-877-710-7079
(for people with speech or hearing loss)

Write
PA Public Utility Commission
Bureau of Consumer Services
P.O. Box 3265
Harrisburg, Pa 17105-3265

Visit our website
www.puc.state.pa.us