Press Release

PUC Reminds Consumers of Comment Period for Proposed Settlement About Billing Issues for PPL Electric Utilities

Published on 2/26/2024

Filed under: Electric

Consumers and Other Concerned Parties Have Until February 28 to Comment on Proposed Joint Settlement Between PUC’s Independent Bureau of Investigation and Enforcement and PPL

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today reminded customers of PPL Electric Utilities (PPL) and other concerned parties about the upcoming deadline for comments on a proposed settlement that was sparked by consumer billing issues which stretched through much of 2023.

Comments on the proposed PPL settlement are due by 4:30 p.m. on Wednesday, Feb. 28, 2024.

The settlement – which was proposed by the PUC’s independent Bureau of Investigation and Enforcement (I&E) and PPL – includes payment of a $1 million civil penalty and PPL’s agreement to absorb more than $16 million in related costs. The proposed settlement also notes that PPL has already refunded approximately $1 million to customers who received estimated bills and were overbilled due to the application of the incorrect rates.

Settlement Details and Consumer Options

The PUC underscored the following key points which have generated consumer questions about the proposed settlement:

• The proposed settlement is not a class action lawsuit where consumers can file a claim seeking a portion of the settlement.
• This proposal is a joint settlement agreement proposed by PPL and I&E and is intended to resolve issues identified in the I&E investigation.
• As the settlement is currently written, there are no additional adjustments, credits, or refunds proposed for PPL customers.
• The settlement amounts consist of the costs already incurred by PPL and the agreed upon fine of $1 million that will be paid into Pennsylvania’s general fund.
  
  

PPL customers with ongoing billing issues involving PPL or other related concerns have several options:

• File an informal complaint about PPL with the PUC’s Bureau of Consumer Services (BCS).
• File a formal PUC complaint against PPL.
• Comment on the settlement.
  (See details below for each option)

NOTE: Consumers may wish to file comments about the proposed settlement and separately file a complaint to address specific billing issues.

Filing an informal complaint against PPL:

• The first action is for the customer to contact the utility to discuss the situation.
• If the utility does not address the customer’s concerns or the customer believes the utility has not responded appropriately, they can file an informal complaint by calling BCS at 1-800-692-7380.
• When an informal complaint is filed through BCS, an investigator works to facilitate discussion between the parties to resolve the complaint – which is typically much faster than the formal complaint process.
• If the customer does not agree with the BCS decision regarding their informal complaint, they have the option to file a formal complaint.

NOTE: A customer may also skip the informal complaint process and immediately file a formal complaint. 

Filing a formal complaint against PPL:

• The formal complaint process involves a legal proceeding where consumers and the utility must present facts on issues raised in the complaint.
• The utility is given the opportunity to file an answer to the complaint.
• If no settlement is reached concerning a formal complaint, a hearing will be scheduled with a PUC administrative law judge (ALJ).
• At the hearing, the customer must present evidence that meets the burden of proof and explain why their complaint has merit.
• The ALJ will issue a decision on the complaint.
• PUC commissioners will then review the decision and may rule on the decision at a public meeting.
• Formal complaints may be filed electronically by creating an eFiling account on the PUC website at https://efiling.puc.pa.gov.
• Alternately, a printable version of the formal complaint form can be found on the PUC website at https://www.puc.pa.gov/complaints/formal-complaints/.
• The completed printed complaint form should be mailed to:
  • Secretary, PA Public Utility Commission
    Commonwealth Keystone Building
    400 North Street
    Harrisburg, PA 17120

• For questions about the formal process, customers may contact the Secretary’s Bureau at 717-772-7777.

NOTE: Any formal or informal complaints filed will NOT be added to the record of the proposed settlement.  You may file ONLY comments to the Settlement docket – NOT a formal complaint.

Filing comments about the proposed settlement:

• Customers and interested parties are not required to file comments or take any additional action. However, if they chose to file comments on the proposed settlement, their comments must be received no later than 4:30 p.m. on Wednesday, Feb. 28, 2024.
• Comments should reference the PUC docket number for this case: M-2023-3038060.
• The Commission will carefully review all comments received before issuing a final decision on this case.
• Comments can be filed electronically by creating an eFiling account on the PUC website at https://efiling.puc.pa.gov.
• Using the eFiling system is encouraged to ensure that comments are received by the deadline.
• Comments may also be submitted by mail, with overnight delivery recommended to ensure meeting the filing deadline, using the following address:
  • Secretary, PA Public Utility Commission
    Commonwealth Keystone Building
    400 North Street
    Harrisburg, PA 17120.

• Email or fax submissions are not accepted.
• For questions about submitting comments, or the eFiling process, interested parties may contact the Secretary’s Bureau at 717-772-7777.
  
  

About the PUC

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.

Visit the PUC’s website at puc.pa.gov for recent news releases and video of select proceedings. You can also follow us on X (formerly Twitter), Facebook, LinkedIn, Instagram, and YouTube. Search for the “Pennsylvania Public Utility Commission” or “PA PUC” on your favorite social media channel for updates on utility issues and other helpful consumer information.

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Docket No.: M-2023-3038060

Contact:

• Nils Hagen-Frederiksen
  Press Secretary
  717-418-2701
  nhagen-fre@pa.gov