Press Release

PUC to Consumers: Five Key Questions to Ask If You Receive Unwanted Telemarketing Calls About Utility Service

Published on 7/10/2015

Filed under: Electric Gas Telecommunications

HARRISBURG – In light of recent customer reports of unsolicited, automated marketing calls, the Pennsylvania Public Utility Commission (PUC) today reminds consumers to gather as much information from callers as possible before filing a complaint with the PUC.

“There are several consumer protections available for customers to opt out of telemarketing calls, and we are sensitive to the fact that some consumers who have opted out are still receiving these calls from energy suppliers,” said PUC Chairman Gladys M. Brown. “We encourage residents who receive unsolicited calls from any PUC-regulated entity to file an informal complaint with the PUC, but we sometimes receive complaints with incomplete information. In order to better serve and protect consumers, we need some important details to support these filings.”

The PUC recommends that consumers ask the following five questions prior to filing a Commission complaint:

1. What is the company’s name?
2. Did you give consent to the company to receive marketing calls by providing your phone number?
3. If you gave consent, did you later revoke it or make it clear you no longer wished to receive calls?
4. Did you register with the state Do Not Call List and/or the federal Do Not Call Registry?
5. How many calls did you receive without consent, and in what time frame? 

After asking the questions above in order to gather information and to verify that all actions have been taken to prevent telemarketing calls, consumers who receive unwanted calls are urged to file an informal complaint on the Commission’s website or by calling 1-800-692-7380. The Commission recently released a new Consumer Complaint Procedures Guide and a tri-fold brochure to educate consumers about the Commission’s complaint process.

Consumers can register for free with the state and/or federal “do not call” lists. Consumers can register with the federal Do Not Call Registry at www.donotcall.gov or by calling 1-888-382-1222. Consumers also can register with the Pennsylvania Do Not Call List at https://www.attorneygeneral.gov/Consumers/Do_Not_Call_List/ or by calling 1-888-777-3406. Consumers should note that telemarketers have 30 days to remove Do Not Call registrants from their call lists, and registration in either database is good for five years.

As an additional defense against unwanted automated or pre-recorded calls, the Federal Communications Commission’s (FCC’s) Telephone Consumer Protection Act (TCPA) prohibits businesses from making unsolicited automated or pre-recorded calls unless the entity has received prior, explicit consent from the consumer. The consent can be by phone, email, website form, text message or voice recording. The law also bans unsolicited marketing from being sent to fax machines, computers and other devices. In June, the FCC adopted new rules giving consumers more ways to stop unwanted calls. Consumers also can file a complaint with the FCC.

The TCPA is intended to build on the Do Not Call Registry’s effectiveness by closing loopholes and ensuring that consumers are fully protected from unwanted calls, including those not covered by the Registry, according to the FCC.

“Customers who have registered with do not call lists and have not provided clear consent to receive marketing calls should be cautious of a supplier who calls – that supplier is already violating the law,” said Chairman Brown. “If your conversation begins with an illegal call, that is a potential red flag for the company, and we want to hear about it.”

The Commission reminds consumers that the eligible customer lists maintained by electric utilities, which are collected with customer consent and include customer information such as historic usage and addresses, do not include telephone numbers and are therefore unrelated to telemarketing calls. 

The Pennsylvania Public Utility Commission balances the needs of consumers and utilities; ensures safe and reliable utility service at reasonable rates; protects the public interest; educates consumers to make independent and informed utility choices; furthers economic development; and fosters new technologies and competitive markets in an environmentally sound manner.

For recent news releases and video of select Commission proceedings or more information about the PUC, visit our website at www.puc.pa.gov. Follow the PUC on Twitter – @PA_PUC for all things utility. “Like” Pennsylvania Public Utility Commission on Facebook for easy access to information on utility issues.

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Contact:

• Deputy Press Secretary
  717-787-5722