Press Release

PUC Approves PPL Petition to Allow Automated Payment Arrangement Enrollment

Published on 8/18/2010

Filed under: Electric

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today approved a petition by PPL Electric Utilities Inc. to allow eligible customers to enroll in payment arrangements through an automated phone system or the PPL website through a two-year pilot program.

The Commission voted 4-1 on a joint motion by Commissioners Robert F. Powelson and Wayne E. Gardner to temporarily waive portions of the Public Utility Code in order to permit the Company to implement the program. Commission Vice Chairman Tyrone J. Christy dissented. The pilot program is designed to provide customers with two additional alternatives to set up payment arrangements.

“Regulatory agencies often have trouble keeping pace with the innovations of the markets that we regulate,” Commissioners Powelson and Gardner said in the motion. “Here, PPL is taking a step to improve customer service and take advantage of advances in technology.  It is in the best interest of customers that we reward this forward thinking and further study the benefits of modernizing the ways that utilities interact with their customers.”

The Commission also directed the company to work with the PUC’s Bureau of Consumer Services to ensure all messaging on the website and automated phone system is clear and understandable to customers.

Currently, PPL’s customers receive a 10-day termination notice that explains why electric service is going to be terminated.  To avoid termination of service, the pilot program will give customers the option to set up payment agreements through its website or automated phone system after receiving an initial termination notice.  Certain limitations on the ability to set up these payment agreements will exist, such as if a customer is within three days of termination.

According to PPL, customers using the website or automated phone system will be advised of all possible methods to avoid termination of electric service. PPL’s pilot program will provide either written (through its website) or automated (through its phone system) reminders to customers that they may speak directly with a customer service representative at any time.

The initial screen (website) or prompt (phone) will provide the customer’s balance, past due amount, scheduled termination of service date, etc. The second screen or prompt will detail “Payment Assistance Options” and provide several payment options, including paying a reinstatement amount, reporting a payment, or establishing a payment agreement.  The option to establish a payment agreement includes details regarding agreement terms, budgeted billing, and universal service programs, such as LIHEAP and CAP.  The system will request updated financial information using the same criteria used by the Company’s customer service representatives.

The pilot program also includes confirmations that will be sent by either a follow-up email (website) or a letter (phone) that explain the steps that customers should take if they disagree with or do not understand the payment agreement.  These confirmations will include PPL’s toll-free telephone number, as well as the PPL Call Center’s hours of operation.

PPL maintains that the systems will also provide medical certification information.  If customers answer the inquiry of whether a medical condition exists in the home in the affirmative, the systems will automatically place a three-day hold on any collection activity.  Then, a second message will explain how customers may proceed with either a doctor or nurse practitioner contacting the Company. 

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 website at www.puc.state.pa.us.

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Docket No. P-2010-2168786

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