Press Release

PUC Finalizes $15,000 Settlement with UGI over Handling of Consumer Complaint

Published on 3/26/2009

Filed under: Gas

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today finalized a settlement with UGI Utilities Inc. that includes increased employee training and a $15,000 civil penalty.

The Commission voted 5-0 to approve the settlement agreement. Under the proposed settlement, the company may not recover the civil penalty from ratepayers.

”In January I requested that comments be filed regarding the appropriateness of directing money to programs for low-income customers in lieu of imposing a civil penalty on UGI,” said Commission Vice Chairman Tyrone J. Christy in a statement. “I am disappointed that no comments were filed.  I believe that providing additional assistance to low-income customers is an important consideration, particularly during these tough economic times during which many individuals are being forced to choose between paying for utility service and paying for other essentials for their families.”

Following a June 2006 consumer complaint, the case was referred to the PUC’s independent Prosecutory Staff for informal investigation. It was found that the consumer was billed for natural gas usage for which she was not responsible.

During its investigation, Prosecutory Staff alleged that the company failed to investigate why natural gas usage was registering at a location where the service had been shut off; failed to recognize a payment dispute and follow proper payment dispute procedures; and failed to enter into a proper payment arrangement.

Under to the settlement, the company will:

• Pay a $15,000 civil penalty;
• Prepare a comprehensive training manual and procedures for its Revenue Protection Unit; and
• Retrain its Revenue Protection Unit employees.

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-2008-2056656

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