This section of PALawHelp.org has information and resources about Utility issues in Pennsylvania.
What Every Utility Customer Should Know
Electric, gas and some water companies have Customer Assistance Programs (CAPs). CAPs are available for low-income customers who have difficulty paying their full monthly bill. They provide discounts to the monthly bill as well as past debt forgiveness in exchange for the customer making regular monthly payments.
These utility companies must allow you to pay your bills on a budget plan, so that your winter payments are not extremely high while your summer payments are low. Under a budget plan, your payments are averaged so that each monthly payment is the same.
If you have not paid, or if you are behind in paying, your utility bills, the company can shut off the service to your home. But even if you cannot pay the whole amount owed, you can take steps to keep your utility service on.
The company cannot cut off service without first attempting to give you notice of the shutoff or contact you personally.You may be able to avoid a shut off after these notices are given by contacting the utility company at the phone number in the notice. You should ask to set up a payment agreement to pay your bill in installments.
Your service may not be shut off if you can show you paid the bill or if there is a disagreement (dispute) about the bill. If you do not agree with the bill or your meter readings, you must call or write the utility company and tell them you dispute the bill. If you were not able to settle your dispute with your utility company, you can make an informal complaint by calling the PUC toll free at (800) 692 7380 or by writing to them at Bureau of Consumer Services, Pennsylvania Public Utility Commission, P. O. Box 3265, Harrisburg, PA 17120. Use of the toll free number, before termination, will provide you with immediate protection against shut off. You also can file a formal written complaint with the PUC if you are not satisfied with the decision on your informal complaint.
Your service may not be shut off if someone in your home is seriously ill or has a medical problem that will get worse if you lose utility service. After telling the company about this health problem, you must act promptly to get a doctor or nurse practitioner to call or send a statement to the utility company about this person's health condition.
If you receive notice that your utilities will be shut off, act quickly to protect your rights. It may be harder to get service turned back on after a shut off. If you run into problems acting on your own or if you need some information, contact the PUC, a private attorney or your local Legal Services office.
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Apply for the Low Income Home Energy Assistance Program (LIHEAP)
Information from the Pennsylvania Department of Human Services regarding the Low Income Home Energy Assistance (LIHEAP) program in Pennsylvania, how to apply, program dates, as well as the income limits for this program.
I Need Help Affording My Utility Bill. What Can I Do?
Information from the Pennsylvania Utility Law Project about resources and options available to you if you are having difficulty paying your utility bills.
Know the Consumer Complaint Process and Your Options
This pamphlet describes the different types of complaints consumers can file with the Pennsylvania Public Utility Commission and the process for filing a complaint as well as other options available to resolve disputes with a utility company. (March 2024)
PA Public Utility Commission Consumer Complaint Procedures Guide
This guide offers information on the PUC's complaint process including detailed information on the various types of complaints that can be filed and how to pursue a complaint. (2021)
Pennsylvania Public Utility Commission
400 North Street Keystone Building Harrisburg, PA 17120
This group does not provide legal representation in court.
Tenants Rights and Protections Against Utility Shut-Offs (Video)
The information in this video discussing tenants' rights and protections against utility shutoffs was developed using materials produced by The Pennsylvania Utility Law Project (PULP).
Utility Rights and Protections for Tenants
Information from the Pennsylvania Utility Law Project about the rights of tenants to utility service, regardless of whether the service is included in your rent or whether you have the utility in your own name.
Utility Shut-Offs
If you receive notice that your utilities will be shut off, you need to act quickly to protect your rights. It is more difficult to get service turned back on after shut off. No matter who is responsible to pay for the utilities, a utility company follow certain procedures. This guide from the Housing Equality Center of Pennsylvania provides information on the process and what you can do to prevent the shut off or to restore service after a shut off.
What Every Utility Customer Should Know
Information from the Pennsylvania Legal Aid Network for utility customers
Pennsylvania Utility Law Project (PULP) Hotline
The Pennsylvania Utility Law Project (PULP) provides information, assistance, and advice about residential utility and energy matters affecting low-income consumers. The project helps both groups and individuals who meet the income eligibility guidelines of the Pennsylvania Legal Aid Network. Contact this hotline for information and legal assistance.
COMPASS
COMPASS is an online tool for Pennsylvanians to apply for many health and human service programs and manage benefit information, including SNAP, TANF, Medicaid, LIHEAP and other social service programs.
LIHEAP Benefit Amount Table
This tool from the Pennsylvania Department of Human Services allows you to see the amount of Low Income Home Energy Assistance Program (LIHEAP) benefits you are eligible to receive. Select the county where you live and the type of fuel you use to heat your home or a type you to use for additional heat. The benefit table for your county and the type of fuel you use is displayed listing the LIHEAP benefit amount for your yearly income range and household size.
PA Public Utility Commission Consumer Complaint Procedures Guide
This guide offers information on the PUC's complaint process including detailed information on the various types of complaints that can be filed and how to pursue a complaint. (2021)
Pennsylvania Public Utility Commission - Formal Complaint Process
Information from the Pennsylvania Public Utility Commission regarding it's formal complaint process. The formal complaint process involves a legal proceeding where you and the utility must present facts on issues raised in your complaint to a PUC administrative law judge. The process can take six months or more until a complaint is adjudicated. Individuals or companies may file formal complaints. Individuals are not required to have a lawyer to file a formal complaint. However, companies must be represented by an attorney.
Pennsylvania Public Utility Commission - Informal Complaints
Information from the Pennsylvania Public Utility Commission to assist consumers in resolving complaints with utility companies under the PUC’s authority. When an informal complaint is filed through the Bureau of Consumer Services (BCS), a BCS investigator works to facilitate discussion between the parties to resolve the complaint. This process is much less time-consuming than the formal complaint process and usually results in a faster resolution to the case. Informal complaints against utilities are confidential and not available for public inspection.
PUC Complaints
Information from the Pennsylvania Public Utility Commission on filing complaints with the Public Utility Commission. For most concerns with a PUC-regulated utility, you must contact the utility before you file a complaint through the PUC. If you have a problem with a utility and have already contacted the utility, filing a complaint is the next step. Two types of complaints can be filed with the PUC—informal or formal. Common informal complaints include residential billing issues, service quality and payment arrangement requests. Common formal complaints include rate protests.
COMPASS
COMPASS is an online tool for Pennsylvanians to apply for many health and human service programs and manage benefit information, including SNAP, TANF, Medicaid, LIHEAP and other social service programs.
Federal Court Finder
Find a federal court location by location or court name, including appellate, district, bankruptcy, probation and pretrial office, or federal defender organization. Each District Court has its own local forms which are generally available on the Court website.
LIHEAP Benefit Amount Table
This tool from the Pennsylvania Department of Human Services allows you to see the amount of Low Income Home Energy Assistance Program (LIHEAP) benefits you are eligible to receive. Select the county where you live and the type of fuel you use to heat your home or a type you to use for additional heat. The benefit table for your county and the type of fuel you use is displayed listing the LIHEAP benefit amount for your yearly income range and household size.
PA Public Utility Commission Consumer Complaint Procedures Guide
This guide offers information on the PUC's complaint process including detailed information on the various types of complaints that can be filed and how to pursue a complaint. (2021)
Pennsylvania Public Utility Commission - Formal Complaint Process
Information from the Pennsylvania Public Utility Commission regarding it's formal complaint process. The formal complaint process involves a legal proceeding where you and the utility must present facts on issues raised in your complaint to a PUC administrative law judge. The process can take six months or more until a complaint is adjudicated. Individuals or companies may file formal complaints. Individuals are not required to have a lawyer to file a formal complaint. However, companies must be represented by an attorney.
Pennsylvania Public Utility Commission - Informal Complaints
Information from the Pennsylvania Public Utility Commission to assist consumers in resolving complaints with utility companies under the PUC’s authority. When an informal complaint is filed through the Bureau of Consumer Services (BCS), a BCS investigator works to facilitate discussion between the parties to resolve the complaint. This process is much less time-consuming than the formal complaint process and usually results in a faster resolution to the case. Informal complaints against utilities are confidential and not available for public inspection.
PUC Complaints
Information from the Pennsylvania Public Utility Commission on filing complaints with the Public Utility Commission. For most concerns with a PUC-regulated utility, you must contact the utility before you file a complaint through the PUC. If you have a problem with a utility and have already contacted the utility, filing a complaint is the next step. Two types of complaints can be filed with the PUC—informal or formal. Common informal complaints include residential billing issues, service quality and payment arrangement requests. Common formal complaints include rate protests.
Tenants Rights and Protections Against Utility Shut-Offs (Video)
The information in this video discussing tenants' rights and protections against utility shutoffs was developed using materials produced by The Pennsylvania Utility Law Project (PULP).
Utilities Termination Issues
Information from MidPenn Legal Services outlining your consumer rights regarding utility terminations. (2010)
Utility Rights and Protections for Tenants
Information from the Pennsylvania Utility Law Project about the rights of tenants to utility service, regardless of whether the service is included in your rent or whether you have the utility in your own name.
I Need Help Affording My Utility Bill. What Can I Do?
Information from the Pennsylvania Utility Law Project about resources and options available to you if you are having difficulty paying your utility bills.
Utility Assistance Programs
If you live in a low-income household or are undergoing a hardship, you may qualify for support in paying utility bills. Most electric, gas, water, phone and internet companies offer assistance programs. The Public Utility Commission provides information on what help may be available.
STAY CONNECTED with the Lifeline Program
The Lifeline Program is a government benefit program that provides eligible low-income consumers with a discount on monthly service for voice (telephone), Broadband Internet Access Service (or BIAS, usually called internet service), or a combined telephone/internet service product from a landline or wireless provider. This helps ensure these consumers have the opportunities and security that telephone and internet service provide, including being able to connect to jobs, family, health care, schools, and 911 emergency calling services. (July 2024)
Free Safelink Wireless Phone and Plan for Low-income Pennsylvanians
SafeLink Wireless provides a free wireless phone and cellular plan for qualifying Pennsylvanians through the Lifeline government benefit program. Services are available in many, but not all, areas of Pennsylvania. Household income at or below 135% of FPG.
Lifeline Program for Low-Income Consumers
Lifeline is a government benefit program that provides a discount on monthly telephone service for eligible low-income subscribers to help ensure they can connect to the nation's communications networks, find jobs, access health care services, connect with family and their children's schools, and call for help in an emergency.
STAY CONNECTED with the Lifeline Program
The Lifeline Program is a government benefit program that provides eligible low-income consumers with a discount on monthly service for voice (telephone), Broadband Internet Access Service (or BIAS, usually called internet service), or a combined telephone/internet service product from a landline or wireless provider. This helps ensure these consumers have the opportunities and security that telephone and internet service provide, including being able to connect to jobs, family, health care, schools, and 911 emergency calling services. (July 2024)
I Need Help Affording My Utility Bill. What Can I Do?
Information from the Pennsylvania Utility Law Project about resources and options available to you if you are having difficulty paying your utility bills.
Tenants Rights and Protections Against Utility Shut-Offs (Video)
The information in this video discussing tenants' rights and protections against utility shutoffs was developed using materials produced by The Pennsylvania Utility Law Project (PULP).
Utilities Termination Issues
Information from MidPenn Legal Services outlining your consumer rights regarding utility terminations. (2010)
Utility Rights and Protections for Tenants
Information from the Pennsylvania Utility Law Project about the rights of tenants to utility service, regardless of whether the service is included in your rent or whether you have the utility in your own name.
What Every Utility Customer Should Know
Information from the Pennsylvania Legal Aid Network for utility customers
Apply for the Low Income Home Energy Assistance Program (LIHEAP)
Information from the Pennsylvania Department of Human Services regarding the Low Income Home Energy Assistance (LIHEAP) program in Pennsylvania, how to apply, program dates, as well as the income limits for this program.
COMPASS
COMPASS is an online tool for Pennsylvanians to apply for many health and human service programs and manage benefit information, including SNAP, TANF, Medicaid, LIHEAP and other social service programs.
Consumer Programs and Publications
Learn more about the special consumer programs offered by various utilities, as well as tips on how to conserve energy and save money on your utility bills.
Know the Consumer Complaint Process and Your Options
This pamphlet describes the different types of complaints consumers can file with the Pennsylvania Public Utility Commission and the process for filing a complaint as well as other options available to resolve disputes with a utility company. (March 2024)
Lifeline Program for Low-Income Consumers
Lifeline is a government benefit program that provides a discount on monthly telephone service for eligible low-income subscribers to help ensure they can connect to the nation's communications networks, find jobs, access health care services, connect with family and their children's schools, and call for help in an emergency.
PA Power Switch
PAPowerSwitch.com from the Pennsylvania Public Utility Commission (PA PUC) provides information to make sure you have the tools at your fingertips to make an informed decision when selecting an electric supplier.
PA Public Utility Commission Consumer Complaint Procedures Guide
This guide offers information on the PUC's complaint process including detailed information on the various types of complaints that can be filed and how to pursue a complaint. (2021)
Pennsylvania Office of Consumer Advocate
The Office of Consumer Advocate (OCA) is a state agency that represents the interests of Pennsylvania utility consumers before the Pennsylvania Public Utility Commission (PUC), federal regulatory agencies, and state and federal courts. The OCA was created by the Pennsylvania General Assembly in 1976 and is an independent office within the Office of Attorney General.
Utility Assistance Programs
If you live in a low-income household or are undergoing a hardship, you may qualify for support in paying utility bills. Most electric, gas, water, phone and internet companies offer assistance programs. The Public Utility Commission provides information on what help may be available.
Free Safelink Wireless Phone and Plan for Low-income Pennsylvanians
SafeLink Wireless provides a free wireless phone and cellular plan for qualifying Pennsylvanians through the Lifeline government benefit program. Services are available in many, but not all, areas of Pennsylvania. Household income at or below 135% of FPG.
Utility Shut-Offs
If you receive notice that your utilities will be shut off, you need to act quickly to protect your rights. It is more difficult to get service turned back on after shut off. No matter who is responsible to pay for the utilities, a utility company follow certain procedures. This guide from the Housing Equality Center of Pennsylvania provides information on the process and what you can do to prevent the shut off or to restore service after a shut off.