Your Fundamental Rights as an Electricity Consumer
- ⚡ Receiving safe and reliable service
- 📄 Clear and accurate bills
- 💳 Fair credit and deposit policies
- ✅ Right to choose your electricity supplier without interference
- 🔒 Protection from unauthorized switching
Your Core Rights
- Safe and reliable electricity service
- Clear and accurate billing
- Choose your supplier without interference
- Written contracts before enrollment
Your Right to Clear Contract Terms
- 🌰 Ohio (PUCO) — Rate per kWh, contract length, early termination fees
- 🔑 Pennsylvania (PA PUC) — "Consumer Bill of Rights" disclosure required
- 🏛️ Massachusetts (DPU) — Total price including all fees in plain language
- 📊 Whether rates are fixed or variable
- 📅 What happens at contract end
- 🚪 How to cancel
Your Cooling-Off Period and How to Cancel Without Penalty
- 🌰 Ohio — 7 calendar days from receiving confirmation
- 🔑 Pennsylvania — 3 business days
- 🏛️ Massachusetts — 3 business days
- ✉️ Contact your supplier in writing before the deadline
- 📄 Keep documentation of your cancellation request
- 📅 Note the date and method of communication
Cancellation Windows by State
Protection Against Slamming and Unauthorized Switching
- 📞 Contact your utility immediately
- 🚨 Report potential slamming
- 📋 File complaints with your state regulator
- 🌰 Ohio (PUCO) — Slammers must return you to original supplier + credit overcharges
- 🔑 Pennsylvania (PA PUC) — Can order refunds and impose fines
- 🏛️ Massachusetts (DPU) — Investigates complaints, can revoke licenses
Signs of Slamming
Protection Against Cramming and Unauthorized Charges
- 💰 Charging for "energy services" you never requested
- 🛡️ "Protection plans" you didn't sign up for
- 💵 Hidden monthly fees
- 📊 Review bills monthly to catch unauthorized charges early
- 📞 Contact your supplier immediately to dispute unfamiliar fees
- 📋 File complaints with PUCO, PA PUC, or MA DPU if charges aren't removed
- 📄 Keep records of all communications
Ohio PUCO Consumer Protections
- ✅ All suppliers must obtain CRES certification
- 📅 7-day cancellation period (longer than most states)
- 🔒 No disconnection while billing disputes are investigated
- 📊 2 free meter reads per year if bills seem inaccurate
- 👤 Office of the Ohio Consumers' Counsel (OCC) — Advocates for residential customers
- 🍎 Apples to Apples — Lists only certified suppliers
Public Utilities Commission of Ohio
Ohio Utility Regulator
Pennsylvania PA PUC Consumer Protections
- 📋 Consumer Bill of Rights — Accurate info, fair billing, protection from deceptive marketing
- ✅ All EGS suppliers must be licensed (licenses can be revoked)
- 📅 3-day rescission period for new contracts
- 📢 Suppliers must notify you before rates change
- 🏠 Customer Assistance Programs (CAP) — Reduced rates
- 🔍 PAPowerSwitch.com — Official rate comparisons
Pennsylvania Public Utility Commission
Pennsylvania Utility Regulator
Massachusetts DPU Consumer Protections
- ✅ Licenses competitive suppliers and investigates complaints
- 📅 3-day cooling-off period to cancel new contracts
- 👶 Households with infants under 1 year
- 👴 Seniors 65+
- 🏥 Residents with serious medical conditions
- 📱 Phone: 1-877-886-5066
- ✉️ Email: DPUConsumer@mass.gov
Massachusetts Department of Public Utilities
Massachusetts Utility Regulator
How to File an Electricity Complaint
- 📞 Explain the problem and request resolution
- 📝 Document: date, representative's name, promises made
- 🌰 Ohio (PUCO) — 1-800-686-7826 or online
- 🔑 Pennsylvania (PA PUC) — 1-800-692-7380 or BCS website
- 🏛️ Massachusetts (DPU) — 1-877-886-5066 or online form
- 🔢 Account number
- 📊 Copies of bills
- ✉️ Correspondence with supplier
- 📋 Clear description of the issue
Getting Remedies and Refunds
- 🚨 Slamming — Credit for all charges above what your original supplier would have charged
- 💵 Cramming — Full refunds of unauthorized charges + resulting late fees
- 🚫 Deceptive marketing — Release from contracts without early termination fees
- ⛔ Severe violations — Fines on suppliers or license revocation
- 📊 Save all bills
- 📄 Keep copies of marketing materials
- 📞 Note dates and details of phone conversations
- ✉️ Retain written correspondence
Frequently Asked Questions
Can my electricity be shut off without notice?
No. Utilities must provide written notice at least 10-14 days before disconnection depending on your state. In Ohio, PUCO requires 14 days notice. Pennsylvania and Massachusetts have similar requirements plus seasonal protections that prevent winter shutoffs for qualifying households.
What should I do if I was slammed to a new supplier?
Contact your utility immediately to report the unauthorized switch. Request to be returned to your previous supplier without penalty. File a complaint with your state regulator (PUCO, PA PUC, or DPU). You're entitled to refunds for any charges exceeding what you would have paid with your original supplier.
How long do I have to cancel an electricity contract?
Ohio provides seven days from receiving your confirmation notice. Pennsylvania and Massachusetts each provide three business days. During this cooling-off period, you can cancel for any reason without paying early termination fees.
Can my supplier raise rates during a fixed-rate contract?
No. Fixed-rate contracts lock in your rate for the contract term. Suppliers cannot increase fixed rates until the contract expires. However, variable-rate plans can change monthly. Always verify whether your contract is fixed or variable before signing.
What protections exist for low-income electricity customers?
Each state offers assistance programs. Ohio has PIPP Plus and HEAP. Pennsylvania offers CAP with reduced rates and LIHEAP for bill assistance. Massachusetts provides discount rates of 25-35% for households at or below 175% of federal poverty level, plus fuel assistance programs.
Can I file a complaint if my supplier provides poor customer service?
Yes. State regulators accept complaints about poor customer service, billing errors, failure to honor contract terms, and other issues. However, first attempt to resolve the problem directly with your supplier and document your efforts before escalating to regulators.
How does using a comparison service protect my consumer rights?
Comparison services like ElectricRates.org display only state-licensed suppliers and show all fees transparently, reducing your risk of encountering fraudulent companies. These services handle enrollment paperwork properly and provide documentation of the rate you selected, which can be valuable if disputes arise later.
About the author
Consumer Advocate
Enri has spent years helping Texans navigate the deregulated electricity market at ComparePower. He knows what confuses people about energy shopping and what actually helps them save. At ElectricRates.org, he brings that same expertise to Ohio, Pennsylvania, and Massachusetts.
Topics covered
Sources & References
- PUCO Consumer Rights (Public Utilities Commission of Ohio): "PUCO requires suppliers to provide written contracts explaining rates, terms, and fees"Accessed Jan 2025
- PA PUC Consumer Rights (Pennsylvania Public Utility Commission): "Pennsylvania PA PUC mandates the Consumer Bill of Rights disclosure"Accessed Jan 2025
- Ohio Administrative Code 4901:1-21-06 (Ohio Legislature): "Ohio law grants seven calendar days to cancel any supplier contract"Accessed Jan 2025
- MA DPU Consumer Division (Massachusetts Department of Public Utilities): "Massachusetts DPU Consumer Division handles electricity complaints"Accessed Jan 2025
- FTC Consumer Advice - Utility Scams (Federal Trade Commission): "Federal Trade Commission guidance on utility impersonation scams"Accessed Jan 2025
Last updated: December 10, 2025
