Your Rights and Responsibilities As a Utility Consumer

Your Rights and Responsibilities as a Utility Consumer

The Pennsylvania Public Utility Commission (PUC)  Receive continuous utility service if you meet prepared this guide to summarize the regulations your responsibilities. regarding Standards and Billing Practices for Residential Service. You have the responsibility to:  Pay your bill on time. As a residential utility customer, you have many  Provide the utility access to its meter. important rights and responsibilities to ensure fair  Give the utility at least7 days advance notice dealings between you and your utility company. before you move or wish to have service This guide highlights your rights relating to your discontinued. utility’s billing, credit, dispute, and shutoff practices. You have additional protections outlined in this guide if you: These rights and responsibilities include your right  Are a victim of domestic violence with a to: Protection From Abuse Order.  Safe and reliable utility service.  Live in a low-income household.  A clear and concise bill.  Are seriously ill or a member of the household  Fair credit and deposit policies. is seriously ill.

You also have the right to: Your utility company has the responsibility to honor  Know how your utility bill is calculated. all of these rights. You, the customer, should know  Check your utility bill for accuracy. your rights and fulfill your responsibilities to  Question or disagree with the utility company. maintain your service.

Contents CALCULATING YOUR UTILITY BILL The Utility Meter and Meter Readings...... 2 Estimated Bills ...... 2 CUSTOMER ASSISTANCE PROGRAMS Supplying Your Own Meter Readings ...... 2 Programs that Help Low-Income Customers .. 6 Checking Your Utility Bill for Accuracy ...... 2 UTILITY SHUTOFFS/TERMINATIONS PAYING YOUR UTILITY BILL Payment Agreements ...... 6 When to Pay ...... 2 Length of Payment Agreements...... 7 Where to Pay...... 3 When Utility Service Can Be Shut Off ...... 7 Electronic Bill Payment...... 3 When Utility Service Cannot Be Shut Off...... 7 Billing Errors – Make-up Bills...... 3 Medical Certifications...... 7 Non-Basic Service Charges ...... 3 Winter Terminations ...... 7 If You Move ...... 3 The Shutoff Process ...... 8 If You’ll Be Away From Home ...... 3 The Restoration Process – Getting Your Service Third-Party Notification of Shutoff – Extra Back On...... 8 Protection...... 3 If You Have a Protection from Abuse Order .... 3 RIGHT TO RESTRICT YOUR PERSONAL INFORMATION...... 8 SECURITY DEPOSITS Credit Policy for New Customers...... 4 ADDITIONAL INFORMATION CONCERNING Credit Policy for Existing Customers...... 4 YOUR UTILITY SERVICE...... 8 Satisfying a Security Deposit Request...... 4

DISAGREEING WITH YOUR UTILITY COMPANY Questions, Problems and Disputes – Get In Touch Immediately ...... 5 Steps to the Dispute Process...... 5 Protection from Termination During the Dispute Process...... 6

CALCULATINGYOUR UTILITY BILL an actual reading every 12 months. You and the You have the right to receive a bill for your utility company have the responsibility to make service once every billing period. Most utilities arrangements for meter readings if the meter is in send bills every month. However, some water and a locked place. If your bill has been estimated for sewer utilities send bills once every two months or several months, your actual bill may be increased once every three months (quarterly).Your bill will be or decreased according to the usage indicated by based on either a meter reading or an estimate. the actual meter reading.

If your utility offers an electronic billing program, Supplying Your Own Meter Readings you may choose to have your bill sent electronically If you would like all your bills to be based on actual instead of receiving a paper bill. Your electronic bill meter readings instead of estimates, you may must include the same information as a paper bill, supply the utility with readings during estimated including bill inserts and messages. Your utility billing periods. Some utilities let you give them your cannot charge you a fee for electronic billing. The meter reading by telephone or through their electronic billing option is voluntary and you have website. You may also ask for meter reading cards the right to return to paper billing. To return to from the utility and return them by the date listed paper billing, you must make the request to your on the card. Contact your utility for more details. utility. The process to return to paper billing may The utility will also provide you with meter reading take one billing period. instructions.

The Utility Meter and Meter Readings Checking Your Utility Bill for Accuracy If your utility sends you a bill each month, the utility If you think that your utility bill is wrong, you can will read your meter at least every other month. check it in the following ways: Some utilities use technology that lets them read your meter automatically. Others send meter Read your meter if you question the amount of readers and utility service personnel to visit your service you have used and compare the meter residence to get a meter reading. Meter readers reading to the meter reading that is on your bill. and utility service personnel will carry Your usage will have increased between the time identification, which you should ask to see for your the utility read your meter and when you take the protection. Please call your utility immediately if reading. For this reason, your reading maybe you have questions about the identity of an somewhat higher than the reading listed on your employee. bill.

The meter is the property of your utility company. Compare the usage on the current bill to one you It is illegal for you to remove the meter or tamper received at the same time last year. Remember to with it. You have the responsibility to give the compare differences in usage rather than utility access to the meter in order to read it and differences in the total dollar amount due. Your maintain it. You must make the meter accessible bill may even have a bar chart that compares by keeping it free from obstructions that the utility usage for the past 13 months. Remember to person may encounter at your residence. If you consider severe weather conditions and changes have a pet, you should restrain it. If there are in living habits (such as additions to your house, a obstacles in the way, you should remove them. new appliance, additional family members, or more time spent at home) when comparing your usage Estimated Bills information. Utilities that bill monthly may estimate your usage every other month.Your bill may also be estimated Contact the utility immediately with any additional when extreme weather conditions, emergencies, questions about your bill. strikes, or other circumstances prevent the company from taking an actual meter reading.The PAYING YOUR UTILITY BILL estimate is based on your previous usage through previousmeter readings and may be adjusted for When to Pay existing weather conditions. You must make every effort to pay your bill by its due date. After the bill is mailed, you have 20 days Your utility bill also may be estimated when the to pay it. If you do not pay the bill by its due date, meter reader cannot gain access to your meter. you may be charged a late fee on the unpaid When this happens, the utility company still has overdue balance. Late fees cannot be more than the responsibility to take an actual meter reading 1.5 percent per month or greater than 18 percent at least once every six months unless you supply simple interest per year. If you do not pay your bill your own meter readings. If you supply the on time, the utility may pursue collection activity or readings, the utility has the responsibility to take termination of service.

2 letter sent to the utility or by writing down the date, Where to Pay time and name of the utility company You may either mail the payment; pay your bill at representative you notified. “authorized” locations chosen by your utility; pay by phone; or pay online. By calling the utility, you also You also have the responsibility of giving the may receive other payment options. Check your company access to your meter for a final reading utility company’s website for “authorized” payment and shutoff. If you cannot or do not provide access locations and information about acceptable ways to your meter at the time you want your service to pay. The utility is not responsible for any lost shut off, the utility may finalize your account based payments made to an unauthorized agent. on an estimate. The utility has the right to issue a revised bill if an actual meter reading later shows Electronic Bill Payment the estimate was incorrect. Your utility may offer an electronic bill payment program. If the bill payment is made through an If You’ll Be Away From Home automatic charge to your credit card or an If you plan to be away from home for a long period automatic withdrawal from your bank account, you of time, you have the responsibility to make have the right to know when the automatic arrangements for paying your bills and ensuring payment will be made – either the number of days access to the utility’s meter. Remember, your after the bill is issued or the actual date. Your utility service continues even while you are away utility cannot require you to enroll in an electronic and you will be billed during your absence. Your payment program even if you choose to receive failure to make arrangements for payment of these your bill electronically. bills could result in the shutoff (termination) of your service. Billing Errors – Make-Up Bills Sometimes billing errors occur. These mistakes Third-Party Notification of Shutoff – Extra could be caused by a utility company billing error or Protection a number of low or high estimated bills. The utility The third-party notification program gives added must refund or credit your account with any over- protection against utility service shutoff. This collected amounts resulting from this mistake. program protects individuals who may either be Likewise, if you have used more electric, gas or away from home for an extended time period or water service than the amount you were billed, you those who may not understand the utility must pay the additional charge to the utility. company’s practices. However, the utility company must explain this “make-up” bill. You do not have to pay this The third-party notification program lets you amount in a lump sum. You can pay it back over a choose another person to receive copies of shutoff period of time that is equal to the time period or termination notices your utility sends you for any duringwhich the mistake occurred. Please call reason. your utility to make appropriate payment arrangements. By filling out a form, you permit the utility to send these notices to a third party that you choose. In Non-Basic Service Charges this way, another individual (e.g., family member or A utility company may put a charge for a non-basic close friend) is made aware of an important service on your bill. However, the utility must problem. Perhaps this person can provide you with present this charge clearly and separately on your advice or assistance. This third party does not bill. Some examples of these non-basic charges have the responsibility for paying your bills! are: merchandise, appliances, installation fees, sales, rental or repair costs, meter testing fees, You may obtain forms and further information line extension costs, special construction charges, concerning this program by calling the utility, or by and warranty programs. visiting your utility company’s website.

If You Move If You Have a Protection from Abuse Order If you plan to move, you have the responsibility to If you are a victim of abuse and have a Protection notify the utility at least 7 days before your moving from Abuse (PFA) order issued by the courts, date to have service discontinued. If you fail to special procedures and protection sexist for notify the company, you may have to pay for handling your concerns regarding your utility service at your old address even after you move. service. Even though you move, you are still responsible to pay any utility bill you still owe at your old address. Some of these protections include: It would be helpful to keep documentation that you . Your service cannot be turned off during the notified the utility, either by making a copy of the winter without approval from the PUC.

3 . Depending on your income, a special payment arrangement may be available. In addition, before providing service the utility may . Your service cannot be terminated the day require that you pay any unpaid bills that you owe before a weekend or holiday. to the utility from the last four years. The utility . You may not be held responsible for a bill in may require you to pay even if you were not the someone else’s name. customer of record. If you resided at the residence . You may not be required to pay a security for which service is requested when the unpaid deposit. If you are required to pay a security bills accumulated, the utility may require you to pay deposit, you may qualify to spread the amount those bills. The utility may allow you to make a due over three payments. payment agreement to pay the amount you owe. If you did not live at the residence, the utility cannot Call your utility company to inform them about your hold you responsible for another person’s unpaid PFA so these special procedures and protections bills. The utility may ask you to provide additional can be provided. Your utility company may require proof to show that you did not live at the residence. you to provide them with a copy of your PFA order. Credit Policy for Existing Customers SECURITY DEPOSITS The utility company may require a security deposit Security deposit decisions must be based only on from you as an existing customer if you: your individual credit record. The utility cannot require a deposit on the basis of where you live, . Have not paid your utility bills on time. That is, your race, sex, age if over 18, national origin, or you have been late in paying two bills in a row marital status. or three or more bills in the last year. . Have failed to make payments according to a Credit Policy for New Customers payment schedule set up to pay past-due bills. When you apply for new utility service, the utility . Have had service shut off because of unpaid company has the right to check your credit history bills. and level of credit risk to determine whether a security deposit is necessary. The utility may ask Satisfying a Security Deposit Request you for your social security number in order to You may satisfy the utility company’s request for check your credit history, but cannot require you to the deposit by doing either rone of the following provide your social security number. The utility can two options: ask for valid identification (ID) which may be a government issued photo ID or two alternative IDs Paying a Cash Deposit. The amount of the deposit as long as one has a photo. The utility may also cannot be greater than two months of your require you to provide the names and proof of estimated usage. Applicants who seek to identity of each adult occupant of the residence. reconnect service after being terminated have the option to pay this deposit in three payments: 50 The utility company can charge you a deposit as a percent immediately, 25 percent at the end of 30 new customer if you: days, and 25 percent at the end of 60 days.

. Were previously a customer of the public utility Existing customers who have been delinquent in and either your service was involuntarily payment on their account also have the option of terminated or you have a previously unpaid paying the deposit in installments. Existing balance. customers have 21 days after notification by the . Cannot pass the utility company’s credit utility company to make the first payment. scoring assessment. All other applicants or customers may be required The utility company must notify you in writing of the to pay this deposit in a lump sum upon request. specific reasons why you are required to pay a Applicants for and participants in the utility security deposit. If the utility company takes longer Customer Assistance Program may be subject to than three business days to check your credit, it different deposit amounts and should confirm that must provide you with service until the deposit amount with the utility. decision is made. You also have the right to furnish a third-party guarantor instead of paying a Supplying a Third-Party Guarantor. Instead of cash deposit. paying a cash deposit you can have another credit- worthy person sign a form guaranteeing that your If you are a low-income consumer applying for or bills will be paid. If you miss a payment, this already participating in a utility Customer person is responsible for paying all missed Assistance Program, the utility may waive or forgive payments owed to the utility. The guarantor must the need for a deposit. be able to establish credit by showing an account

4 with a timely payment history that contains no prior includes informing you of all related company rules service terminations or by passing the utility’s (tariffs). The utility company can also provide you credit scoring assessment. with a statement of your account including payments and meter readings. Meter test results Establishing a timely payment history and any other information related to your dispute A utility may hold a deposit until a timely payment should also be included when appropriate. In history is established or for a maximum period of addition, the company must tell you of your right to 24 months. A timely payment history is register a further complaint with the PUC and how established when a customer has paid in full and to do this. The utility must make the written utility on time for 12 consecutive months. This deposit company report available to you upon request. earns interest. Step 2. Filing an Informal Complaint with the PUC. DISAGREEING WITH YOUR UTILITY COMPANY You must first contact your utility company if you You have the right to question or dispute any billing have questions or concerns. If you do not agree or service action of the utility company. You should with the company’s response to your concerns, you tell the company of the problem as soon as it may file an informal complaint with the PUC within occurs. This gives the utility the opportunity to 10 days of notification or mailing of a utility resolve the matter with you. If you do not contact company report (in order to maintain utility service the utility first, the Commission may instruct you to while you appeal). You may still file an informal do so before accepting an informal complaint from complaint after 10 days, but if you have a pending you. shutoff notice, you may be waiving your right to keep your service on while your dispute is pending. Questions, Problems and Disputes – Get In Touch Write or call the PUC’s Bureau of Consumer Immediately with Your Utility Services for assistance (see last page of this guide You may question any charge applied to your bill, for contact information). To look into your ask about the company’s billing policies or complaint, the Bureau will need the following services, request new service, complain about information regarding the account your complaint present service or make a payment agreement for involves: your bills. Your concerns or questions can often be best answered if you immediately bring them to . Name; your utility company’s attention. Your utility . Telephone number; company may ask you to allow it to review its . Service address; records about your concern and call you back. If . Account number; you agree to let the company do this, the utility . Name of the utility; company will call you back with the results of its . Description of the problem and what action investigation. If the company cannot reach you, it the utility company took; will send you a letter that will tell you what it found . Request for action you are seeking. from its review. The Bureau of Consumer Services’ staff will review If you are not satisfied or disagree with the utility the matter and investigate further. They will make company’s response, tell the company that the a decision based upon the facts both you and the matter is not resolved to your satisfaction. You company present. may do this in writing or by notifying the company representative by phone. At this point, the inquiry The Bureau will notify you of its decision and at the you make to the utility company becomes a same time explain the steps involved in appealing dispute. this decision to the PUC if you disagree with it. You may request a written report of the Bureau’s Steps of the Dispute Process decision. Here are the steps of the dispute process, which must be followed in the order in which they are Step 3. Filing a Formal Complaint. listed below: If you disagree with the Bureau of Consumer Services’ staff decision, you have the option to Step 1. Filing a Dispute with the Utility Company. appeal that decision within 20days from the date After you have indicated that you are not satisfied you received notification or mailing of the Bureau’s with the company’s resolution of your inquiry, the informal complaint report (in order to maintain company must respond to your dispute within 30 utility service while you appeal). You may still file a days. In answering your dispute, the company formal complaint after these20 days, but if you must provide you with all the information have a pending shutoff notice, you may be waiving necessary for you to make a decision on whether your right to keep service on while your dispute is you need to proceed further with the matter. This

5 pending. The company also has the right to appeal the state Department of Public Welfare at: 1-800- the Bureau’s decision to the PUC. 692-7462. Pennsylvania American Water’s Customer After formal complaint forms are filed with the Assistance Program PUC, a hearing may be scheduled, at which time a PUC judge will listen to both sides of the dispute For nearly two decades, Pennsylvania and issue a decision. Although it is not necessary, American Water has assisted low-income you may wish to use a lawyer. customers who qualify through its H2O Help to Others Program™. The program offers three main Protection from Termination During the Dispute services: Process  Grants to assist with paying their bill The utility company may not shut off your service  Service charge discounts for non-payment of the bill in question during the  Water-saving devices and education period that you are waiting for a response to your inquiry or dispute. However, you are still obligated To qualify for a grant, customers must have annual to pay all utility bills that you do not household incomes at or below 200 percent of the disputeincludingany bills you are receiving while Federal Poverty guidelines and applicants must the complaint is ongoing. The utility has the right to have made a sincere effort to pay their bill. terminate your service for non-payment of To qualify for the water and/or wastewater undisputed bills. discount program, customers must have annual incomes at or below 150 percent of the Federal CUSTOMER ASSISTANCE PROGRAMS Poverty guidelines (see chart).

Programs that Help Low-Income Customers Customers who qualify for the H2O Help to Others Customer Assistance Programs (CAPs) provide help Program™ may also qualify to receive a water- to low-income, payment troubled utility customers. saving kit that includes a low-flow shower head, Generally, customers enrolled in a CAP agree to faucet aerators, plumbing tape and a toilet tummy. make monthly payments to the utility based on Also included is an educational booklet that household size and gross income. Customers explains how to install the devices and make regular monthly payments, which may be for provides helpful tips on how to save water inside an amount that is less than the current bill for and outside the home, so that the customer can utility service. Besides regular monthly payments, take an active part in reducing their water bill customers need to follow certain rules to remain through wise water use. eligible for continued participation in the CAP. In exchange for regular payments, some companies UTILITY SERVICE SHUT OFFS/TERMINATION may also remove the amount consumers already Important: If you have difficulty paying your bills or owe. Companies and/or human-service agencies if you are not making payments for any other work with customers to determine what customers reason, tell your utility company as soon as can pay. Call your local utility for more information possible. By notifying the utility immediately, you about CAP, the eligibility requirements, and how may avoid shutoff of your service. The following you can apply. information concerns both your rights and responsibilities regarding service shutoff. CAP customers are often subject to special rules which differ from the rights and responsibilities Payment Agreements available to other utility customers. If you are a A payment agreement is an arrangement you CAP applicant or participant, you should request a reach with the utility company to make reasonable copy from your utility company of the rights and payments over a period of time for the amount of responsibilities which apply to you. One example money that you owe. The size of your payments of such a rule difference is that the PUC may not will vary, depending on such things as: provide or order a utility company to provide a payment agreement based upon unpaid CAP rates.  Income (you will be required to provide the However, the PUC may still investigate or receive utility with your household income and number complaints from CAP customers about issues other of people living in your household). than establishing payment agreements.  Payment history.  Length of time your payment has been Low-income consumers may also qualify for the overdue. Low Income Home Energy Assistance Program  Size of the unpaid balance. (LIHEAP). For information regarding LIHEAP Cash and Crisis benefits and Weatherization programs If you cannot make a reasonable payment please call your local County Assistance Office or agreement with the utility company, you may

6 contact the PUC for assistance within 10days after you receive an answer from the company regarding For low-income customers, service may not be shut a payment agreement. You may still file an off betweenDecember1 and March 31 (see the informal complaint after 10 days, but if you have a winter termination section that follows). pending shutoff notice, you may be waiving your right to keep service on while your dispute is Medical Certifications pending. (This is Step 2 of the Dispute Process.) If you are behind on your bills, you may be able to avoid shutoff or obtain restoration of utility service Length of Payment Agreements if there is a medical emergency in your household. The PUC must follow specific lengths of time as A medical emergency exists if you or a member of outlined in the Public Utility Code when your household are seriously ill or have a medical establishing payment agreements for residential condition that will be worsened if you do not have customers. The payment agreements can run from utility service. as long as five years for low-income households to as short as six months for other households To use a medical certificate to avoid termination or depending on their level of income. restore service, you must be a customer of the utility. You are a customer if you have an active When Utility Service Can Be Shut Off account or a final bill that is not past due. Once The utility company can shut off your utility service your final bill becomes past due, you are no longer Monday through Friday for any of the reasons a customer and your medical certificate may not listed below. be enough to restore service (a payment may be required with the medical certificate). * Non-payment of an undisputed bill for service, non-payment of a payment agreement, non- For a medical certificate to be accepted by the payment of a security deposit, or a “bad” utility, your doctor or a nurse practitioner must call check/dishonored credit card used to avoid a or write the utility company with the nature and shutoff. anticipated length of the illness or medical * Tampering with company meters or other condition and the specific reason why the service company property, or stealing utility service. needs to be kept on. (See your utility’s Shutoff * False statement or fraud in obtaining your Notice for more information in regard to this utility service. procedure because your doctor’s statement to the * Refusal to allow utility employees to read your utility must contain specific information.) meter or to check company equipment. * Violations of rules, approved by the PUC, which The company may require the doctor to follow up a may cause harm to individuals or damage to phone call with a written statement verifying the utility company equipment. medical emergency. The shutoff can then be postponed for a maximum of 30 days and renewed Tenants – When Service is in Your Landlord’s for additional 30-day periods. Name If your landlord either fails to pay utility bills for If your service has already been shut off, you may your residence or instructs the utility company to provide a medical certification to the utility to have shut off your service, you must be notified by the service restored within 24 hours. A payment may utility company at least 30 days in advance. be required with the medical certificate if you are Depending upon circumstances, shutoff notices an applicant seeking restoration. may be mailed, personally delivered, posted on individual dwelling units and common areas, or a A single medical certification will result in combination of these methods. The utility company postponement or restoration of service for a will then explain your rights and duties related to maximum of 30 days. However, you still have the continuing service and will mail you a written responsibility to pay your current bills or your summary of this information if you ask for it. budget billing amount during the postponement. If you do not pay your current bills, the utility is not When Utility Service Cannot Be Shut Off required to accept more than two medical The utility cannot shut off your service for non- certification renewals. payment of bills: Winter Terminations  More than four years old. Your utility service can be shut off during winter  For either merchandise or service work. months (December 1 through March 31) without  In someone else’s name, unless you were an the PUC’s approval if you fail to pay your bill. In occupant or your name was on the lease, order to shut off service in the winter months, your mortgage or deed of the affected property. income must be above 250 percent of the federal

7 poverty level, and you must use water as a source  If your service is shut off, your utility must for heating your home. Poverty levels change each provide you with a notice indicating why your year. You should check each year because your service was shut off and what steps you can eligibility for possible winter termination of service take to get your service restored. may change. The Restoration Process – Getting Your Service The Shutoff (Termination) Process Back On Shutoff or termination of utility service is a very Between April 1 and November 30, the utility serious matter. Paying current utility bills or company must restore your service within three keeping up with payment agreements helps you to days if you pay the amount you owe in full, make a avoid a shutoff. It is important to contact your payment agreement if eligible, and meet any other utility company as soon as you receive a notice conditions required by the utility. If your service about an overdue bill or for failure to provide was shut off during the winter (December 1 access to the utility’s meter or equipment. Notices through March 31), your utility will reconnect may include bill reminders, letters, phone calls and service within 24 hours if you pay the bill, make a PUC-approved shutoff forms. Your utility company payment agreement if eligible and meet any other has programs that can help low-income conditions. Note: If you have gas service and the households pay their utility bills. The company will shutoff required sidewalk or street digging, try to make a payment agreement with you so that reconnection may take up to seven days. you can pay what you owe and avoid the shutoff. The utility company must follow these steps before The company may charge a fee to restore your shutting off your service: utility service. At the same time, it may also require you to pay a security deposit.  At least 10 days prior to the scheduled shutoff date, your utility company must notify you in Remember, to avoid having your utility service shut writing. This “10-day shutoff notice” is off, you have the responsibility to contact the utility effective for a period of up to 60 days. company immediately with any billing dispute or payment problem.  The 10-day notice will inform you about what action you can take to avoid having your RIGHT TO RESTRICT YOUR PERSONAL service shut off. (Please note: In certain INFORMATION cases, the company does not have to give you Consumers have the right to personal privacy. The a 10-day notice before it shuts off your service. utilities have the responsibility of safeguarding It may begin the shutoff process with a 3-day their customers’ personal information and notice. The 3-day notice may be by prevention against unauthorized use of this telephone.) information.

 At least three days before your service is shut ADDITIONAL INFORMATION CONCERNING YOUR off, your utility company must attempt to UTILITY SERVICE contact you in person or by telephone. The This guide was prepared as a summary of the utility may proceed with the shutoff even if the rights and responsibilities you have as a utility contact was not successful. customer based on the PUC’s regulations (Standards and Billing Practices for Residential  At the time of shutoff during the winter Utility Services). This guide has attempted to (December 1 through March 31), your utility highlight and answer some of the questions you company must attempt to contact a may have about your utility service. responsible adult at your residence. If no adult is home, the company must leave a If you still have questions about your utility service, notice at your residence stating that it will call your utility company immediately. It can return in 48 hours to shut off your service. provide you with additional information. You can also visit the utility company’s website.  Between April 1 and November 30, your utility will not leave a 48-hour notice. This does not The PUC’s Bureau of Consumer Services can apply to wastewater customers. During those provide further assistance in utility matters. months, the utility may proceed with the However, you must attempt to resolve a dispute shutoff on or after the scheduled day on the with your utility company before you bring your shutoff notice if you have not paid your past complaint to the Bureau of Consumer Services. due bills or made arrangements with your You can reach the PUC’s Bureau of Consumer utility to pay your bill. Services by calling 1-800-692-7380. For people with speech or hearing loss, dial 7-1-1

8 (Telecommunications Relay Service) You can reach the PUC by mail/online at:

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

www.puc.state.pa.us www.PaPowerSwitch.com

12-2012