Press Release

PUC OKs $10,000 Settlement with PGW over Termination, Directs Money to Low-Income Program

Published on 12/18/2008

Filed under: Gas

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today finalized a settlement with Philadelphia Gas Works (PGW) after allegations that the company violated portions of the Public Utility Code and its tariff.

The Commission voted unanimously to approve the settlement that includes a $10,000 payment to the company’s pilot conservation program, which provides extensive services including heating system replacements for low-income customers.

Under the settlement, PGW also will provide classroom and additional training for its customer service representatives covering topics such as collections, collection practices, payment arrangements, bill dispute resolution, shut-off procedures, the automatic meter reading (AMR) exchange program and the Customer Responsibility Program.  PGW also must provide quarterly updates to the PUC on its training efforts.

On June 1, 2006, the Commission’s independent Prosecutory Staff initiated an informal investigation alleging that PGW improperly handled the termination of a non-heating resident who died 11 months later in a house fire. The customer was terminated after the company was unable to gain access to install an AMR device. Prosecutory Staff alleged that PGW violated the state’s Public Utility Code and its tariff. The settlement agreement does not represent an admission of any wrongdoing by the company.

After receiving comments on a settlement filed July 24, 2007, the Commission found that it contained insufficient information about the steps PGW planned to take to improve identification of customer disputes and increase training to customer representatives on the handling of calls after a termination notice has been issued. The matter was then referred to the PUC’s Office of Administrative Law Judge for further proceedings. On Aug. 28, 2008, the current settlement agreement was filed.

 The Pennsylvania Public Utility Commission balances the needs of consumers and utilities to ensure safe and reliable utility service at reasonable rates; protect the public interest; educate consumers to make independent and informed utility choices; further economic development; and foster new technologies and competitive markets in an environmentally sound manner.

For recent news releases, audio of select Commission proceedings or more information about the PUC, visit our Web site at www.puc.state.pa.us.

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Docket No. M-00072017

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