PA PUC Consumer Rights Complete Guide to Pennsylvania Electricity Protections

What is the PA PUC and What Does It Regulate?

The Pennsylvania Public Utility Commission (PA PUC) is the state agency responsible for regulating utility services throughout the Commonwealth. What PA PUC oversees:

Approximately 7,000 entities
Electricity, natural gas, telecommunications, water, wastewater

Pennsylvania electricity utilities regulated:

PECO
PPL Electric
Duquesne Light
Met-Ed, Penelec, Penn Power, West Penn Power

PA PUC responsibilities:

Licenses all EGS (Electric Generation Suppliers) operating in Pennsylvania
Ensures suppliers meet financial and operational requirements

Contact PA PUC:

Phone: 1-800-692-7380
Address: 400 North Street, Keystone Building, Harrisburg

How Electricity Choice Works in Pennsylvania

Pennsylvania deregulated its electricity market in 1996 through the Electricity Generation Customer Choice and Competition Act. How it works:

Choose your Electric Generation Supplier (EGS)
Your local utility continues delivering power through existing infrastructure

Your electric bill has two parts:

Generation (supply) charges: What you shop for
Distribution (delivery) charges: Set by your utility

When you choose a competitive supplier:

Only the generation portion changes
Your utility still handles:
- Meter reading
- Billing
- Outages
- Power line maintenance

If you don't choose a supplier: You receive electricity at your utility's "Price to Compare" rate (the default option). Market adoption: Over 3 million Pennsylvania households have exercised their choice to select competitive suppliers.

Filing an Informal Complaint with PA PUC

When you experience problems with your utility or supplier, the PA PUC recommends starting with an informal complaint. Bureau of Consumer Services (BCS) handles:

Billing disputes
Service quality issues
Payment arrangement requests
Supplier problems

Before filing: You must first contact your utility or supplier directly to attempt resolution. Important: File within 10 days of an unsatisfactory response to maintain service during the dispute. How to file:

Online: puc.pa.gov
Phone: 1-800-692-7380
Mail: PA PUC Bureau of Consumer Services, 400 North Street, Harrisburg, PA 17120

Include in your complaint:

Account number
Company name
Detailed description of the issue

Process: A BCS investigator will facilitate discussions between you and the company to reach resolution. Most informal complaints resolve faster than formal proceedings.

Filing a Formal Complaint with PA PUC

If informal resolution fails or you're challenging a utility rate increase, you may file a formal complaint with the PA PUC. What happens with formal complaints:

Legal proceedings before a PUC Administrative Law Judge
You bear the burden of proving your complaint has merit
Present evidence at hearings
Judge issues an Initial Decision
Either party can appeal to the full Commission

Required forms:

Available at puc.pa.gov under Filing Resources
Special form exists for variable rate complaints against electricity suppliers

Formal vs. informal:

Takes longer than informal complaints
Requires more documentation
Provides legal venue for complex disputes

Consider consulting an attorney for formal complaints, especially those involving significant amounts or complex utility rate cases.

Verifying Electric Supplier Licenses in Pennsylvania

All Electric Generation Suppliers (EGS) must obtain licenses from the PA PUC before selling electricity to Pennsylvania consumers. How to verify a supplier's license:

Visit puc.pa.gov
Navigate to Licensed Suppliers list under Electricity section
The list is updated regularly as license statuses change

Alternative verification:

Use PAPowerSwitch.com (Pennsylvania's official shopping website)
Only displays licensed suppliers

Before signing any contract: Confirm the company name on your paperwork matches a licensed EGS. 🚩 Warning signs:

Company claims to be a supplier but doesn't appear on PA PUC licensed list
Do NOT enroll
Report them to the commission

Why this matters: Unlicensed suppliers cannot legally sell electricity in Pennsylvania and provide no regulatory recourse if problems arise.

Your Consumer Protection Rights in Pennsylvania

Pennsylvania law provides robust protections for electricity consumers. Disclosure requirements: Suppliers must clearly disclose:

Rates
Contract length
Early termination fees
Whether rates are fixed or variable

Your rights:

3-day cooling-off period to cancel door-to-door sales contracts without penalty
Protection from slamming (switching without consent)
Protection from cramming (adding unauthorized charges)
Restrict personal info sharing with third parties

Shutoff protections:

Written notice at least 10 days before disconnection
Cannot terminate on Fridays, weekends, or holidays without payment opportunity
Medical certificates can postpone shutoffs for life support or serious medical conditions

Enforcement: These protections are enforced by the PA PUC through its complaint and enforcement process.

Variable Rate Plan Protections

Pennsylvania has implemented specific protections for variable rate plan consumers after many experienced dramatic rate increases. Required supplier disclosures:

Must clearly disclose when rates are variable
Must explain that rates can change monthly
Must provide notice before significant rate increases

If you're on a variable rate plan:

The PA PUC provides a dedicated formal complaint form for disputing variable rate increases
You can file a complaint if:
- Rate increased unfairly
- Supplier failed to disclose the variable nature of your plan

Fixed vs. variable:

Fixed-rate plans: More predictability — rate per kWh stays constant throughout contract
Variable-rate plans: Can change monthly

Shopping tip: On PAPowerSwitch.com, carefully note whether plans are fixed or variable before enrolling. Note: Many consumer complaints stem from unexpected variable rate increases.

Pennsylvania Utility Shutoff Protections

Pennsylvania law provides strong protections against utility service termination. Required notice:

At least 10 days written notice before disconnection
Notice must explain:
- Why service will be terminated
- Amount owed
- How to avoid shutoff

When utilities CANNOT disconnect:

Fridays, weekends, or state holidays
Days when the utility office is closed

Special protections:

Winter months: Additional protections for low-income customers
Medical certificates: Postpone shutoff if you have a condition requiring electric-powered equipment
Payment agreements: Pay overdue balances over time while maintaining service

If you receive a shutoff notice:

Contact your utility immediately to discuss options
If facing imminent disconnection, file an informal complaint with the PA PUC within 10 days to maintain service during the dispute

Pennsylvania Office of Consumer Advocate

The Pennsylvania Office of Consumer Advocate (OCA) represents residential and small business utility consumers in proceedings before the PA PUC. PA PUC vs. OCA:

PA PUC: Regulates utilities and resolves individual complaints
OCA: Advocates for consumers' interests in rate cases and policy decisions

What OCA does for you:

Fights against unreasonable utility rate increases
Pushes for stronger consumer protections
Provides educational resources about utility shopping
Maintains a comparison shopping guide
Monitors electricity market conditions
Represents consumer interests free of charge in major utility proceedings

OCA has been advocating for Pennsylvania consumers since 1976. Contact OCA:

Phone: 1-800-684-6560
Website: oca.pa.gov

OCA can help with understanding your bills, comparing suppliers, and learning about your rights.

PA PUC Resources and Contact Information

The PA PUC provides extensive resources for Pennsylvania electricity consumers. Key resources:

PAPowerSwitch.com: Official comparison shopping website listing licensed supplier offers
puc.pa.gov: Consumer guides, complaint forms, licensed supplier lists, and utility contact information

PA PUC contact information:

Consumer hotline: 1-800-692-7380 (Monday–Friday)
Mailing address:
PA Public Utility Commission
Bureau of Consumer Services
400 North Street
Harrisburg, PA 17120

Additional resources:

Office of Consumer Advocate: 1-800-684-6560

⚠️ For emergencies (downed power lines, etc.):

Contact your local utility using the emergency number on your bill

Taking advantage of these resources ensures you can navigate Pennsylvania's electricity market effectively and exercise your full consumer rights.

Frequently Asked Questions

How long does the PA PUC take to resolve informal complaints?

Most informal complaints are resolved within 30-60 days. The Bureau of Consumer Services works with both parties to reach resolution. Complex cases may take longer. You can check status by calling 1-800-692-7380.

Can I switch suppliers if I owe money to my current supplier?

Yes, you can switch suppliers even with an outstanding balance. However, your previous supplier may pursue collection of the debt. Your new supplier cannot refuse service based on debt to a different company.

What is the "Price to Compare" in Pennsylvania?

The Price to Compare is your utility's default generation rate for customers who haven't chosen a supplier. It's updated quarterly and serves as a benchmark for comparing competitive offers on PAPowerSwitch.com.

Are electricity suppliers required to have Pennsylvania offices?

Licensed EGS must maintain a customer service presence accessible to Pennsylvania customers but don't necessarily need physical offices in the state. They must provide toll-free customer service numbers.

Can the PA PUC help with my competitive supplier's rates?

The PA PUC licenses suppliers and enforces marketing rules but doesn't set competitive rates. If you believe a supplier engaged in deceptive practices about rates, you can file a complaint.

What happens if my supplier goes out of business?

If your supplier ceases operations, your utility will automatically provide electricity at their Price to Compare rate. You'll receive notification and can then shop for a new supplier on PAPowerSwitch.com.

About the author

Enri Zhulati

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.

Electricity deregulationOhio Energy ChoicePennsylvania Power SwitchMassachusetts competitive suppliersPUCO regulations

Topics covered

PA PUC Pennsylvania consumer rights electricity complaints EGS licensing PAPowerSwitch

Sources & References

Pennsylvania Public Utility Commission - Bureau of Consumer Services (Pennsylvania Public Utility Commission): "PA PUC Bureau of Consumer Services handles informal complaints about billing disputes, service quality issues, and supplier problems"Accessed Jan 2025
Pennsylvania Office of Consumer Advocate (Pennsylvania Office of Consumer Advocate): "Pennsylvania Office of Consumer Advocate represents residential and small business utility consumers"Accessed Jan 2025
66 Pa.C.S. Chapter 28 - Electricity Generation Customer Choice (Pennsylvania General Assembly): "Pennsylvania deregulated its electricity market in 1996 through the Electricity Generation Customer Choice and Competition Act"Accessed Jan 2025

Last updated: December 10, 2025