Consumer Programs and Publications

Learn more about the special consumer programs offered by various utilities, as well as tips on how to conserve energy and save money on your utility bills. What the PUC Regulates - Spanish Version

Your Rights as a Consumer

• Responsible Utility Consumer Protection Act Fact Sheet - Spanish
• Water: We All Need It. We Always Need It - Water Brochure
• Responsible Utility Consumer Protection Act Water Fact Sheet - Spanish
• Your Rights and Responsibilities as a Pennsylvania Utility Consumer
• Hints for Speaking at Public Hearings

Responsible Utility Customer Protection Act

Responsible Utility Customer Protection Act - Fact sheet provides information on how The Act affects consumers and their utility service.  Spanish Version

Home Heating Rebates and Loan Programs

Keystone Help
A loan energy program that allows consumers to get a low cost loan for ENERGY STAR® rated and high efficiency heating, air conditioning, air sealing, insulation, windows, doors, geothermal and “whole house” improvements using Home Performance with ENERGY STAR®.

HEELP
The Pennsylvania Housing Finance Agency’s (PHFA) Homeowners Energy Efficiency Loan Program (HEELP) offers loans between $1,000 and $10,000 for specific energy efficiency repairs at a fixed-rate of one percent (1%) for ten years with no prepayment penalties.

Energy Saving Information 

Prepare Now for winter energy costs. Learn more about conservation. Check your electric and natural gas bills and supplier contracts.

The following information can help consumers learn more about how to Prepare Now for higher energy costs:

• Prepare Now Fact Sheet - Spanish Version - - Easy ways to save energy and money this winter.
• Summer Heat Wave Tips - Tips on saving energy during the summer months.
• Home Heating Safety Tips - Spanish Version - Information on how to safely heat your home.
• Ways to Save Energy - Spanish Version - Tips on ways to save energy around the house.
• Energy Assistance Programs - Spanish Version - Information on where help is available.
• Compact Fluorescent Light Bulbs (CFLs) - Information on CFLs and Mercury.
• $aving Water: Room by Room - Tips for how water is used around the house and how you can conserve.

Energy Efficiency & Conservation

Energy Efficiency & Conservation Residential Fact Sheet
This fact sheet gives energy efficiency and conservation information for the home.

Energy Efficiency & Conservation Business Fact Sheet
This fact sheet gives energy efficiency and conservation information for businesses.

Energy Efficiency Programs and Rebates
Find out how your electric company can help you lower your energy bill and put money back in your pocket.

Ways to Save Energy - Spanish Version
Tips on saving energy around the house.

Tips on Home Energy Conservation - Energy Saver Guide
Link to an Energy Saver Guide developed by the U.S. Department of Energy.

Smart Meter Q&A
Questions and Answers regarding the use of smart meters.

Compact Fluorescent Light Bulbs (CFLs)
Information on CFLs and Mercury.

Alternative Energy

Alternative Energy & Economic Development in PA
A fact sheet that reviews the Alternative Energy Portfolio Standards Act and energy credits available in Pennsylvania.

Using Alternative Energy at Home in Pennsylvania
This fact sheet describes how residential alternative energy can be connected to the electric grid.

Transmission and Power Lines

Transmission Lines Fact Sheet
This fact sheet gives an overview of Transmission Lines - the regulations, application process, hearings, protests, and much more.

Power Line Safety
Tips on how to safely navigate around power lines.

Portable Generators

Portable Generator Safety
Safety tips on using portable generators when the electricity goes out.

Telecommunications Service

Local Service Telephone Competition for Verizon Customers

Verizon Local Service Telephone Competition Fact Sheet 
The PUC determined that Basic Standalone Local Telephone Service is competitive in 153 wire centers in seven geographical areas within the Commonwealth served by Verizon. The wire centers are located in the following general service regions: Philadelphia, Erie, Scranton/Wilkes-Barre, Harrisburg, Pittsburgh, Allentown and York.

Consumer Telephone Tips

Telephone Tips
The PUC's Bureau of Consumer Services (BCS) often receives complaints from consumers on a variety of issues. Here is a telephone tip guide on the most common complaints we receive.

Dictionary of Utility Terms

• Gas Terms
• Electric Terms
• Telecommunication Terms

Complaint Filing Process

Learn how to submit a formal or informal complaint with a public utility. You can also search existing formal complaints. Visit the Complaints web page.

Door-to-Door Sales Agents

Utility Imposter Poster and Keystone Alliance Fact Sheet - Video PSA
Information on what consumers should do if a utility imposter comes to their door.

Consumer Tips on Door-to-Door Sales
Infographic with tips dealing with Door-to-Door Energy Salespeople.

Rules Governing Termination/Reconnections/Payments/Cash Deposits

Responsible Utility Consumer Protection Act (Chapter 14) Fact Sheet - Spanish Version

Responsible Utility Consumer Protection Act (Chapter 14) Fact Sheet - Water - Spanish Version
These fact sheets explain the changes to the rules that apply to cash deposits; reconnection of service; termination of service; payment arrangements and the filing of termination complaints by electric, gas and water consumers.

System Improvement Charges

System Improvement Charges - Distribution and Collection
Fact Sheet that defines system improvement charges for water companies, and request to use it for wastewater and natural gas companies.

Ratemaking Process

PUC Ratemaking Process Fact Sheet
This fact sheet reviews the PUC ratemaking process and the role of consumers in the process.

Electric Shopping and Rate Caps

PUC Rate Cap Fact Sheet
This fact sheet reviews the history and status of electricity generation rate caps in Pennsylvania.

PUC Rate Caps and Taking Action Fact Sheet
This fact sheet talks about the expiration of electricity generation rate caps and how consumers can take action.

PAPowerSwitch-Shop. Switch. Save. - Spanish Version
This brochure gives tips on how to shop for electricity, switch suppliers and save money.

Shopping for Electricity
This fact sheet gives tips on where to shop for electricity and answers some frequently asked questions regarding how to shop for an electric supplier.

Taking Action by Choosing an Electric Supplier - Spanish Version
Fact Sheet with questions to ask suppliers and a shopping worksheet.

Understanding Fixed & Variable Rates - Spanish Version
An explanation of the differences between fixed and variable rates when shopping for an electric supplier.

Frequently Asked Questions When Shopping for Electricity - Spanish Version
A Q&A of the most common questions asked when shopping for an electric supplier.

Standard Offer Program - Spanish Version
Explains how EDCs can refer customers who call the utility to enroll in the program that offers the customer a standard 7% discount versus the EDC’s currently effective Price-to-Compare.

Understanding Your Electric Supplier's Contract - Spanish Version
Explains the the terms and conditions of your contract with the supplier, and what to look for as the contract expires.

Electric Bill Breakdown

These fact sheets help you understand your electric bill by breaking down the various charges and answers questions regarding electric bills.

• Citizens Electric
• Duquesne Light
• Met-Ed
• PECO Energy
• Penelec
• Penn Power
• Pike County Light & Power
• PPL Electric
• UGI Electric
• Wellsboro Electric
• West Penn Power

Three Components of Electric Service
This fact sheet explains through a diagram, the three components of electric service.

PUC Rate Cap Commercial & Industrial Customers Fact Sheet
This fact sheet reviews the history and status of electricity generation rate caps for commercial and industrial customers in Pennsylvania.

Choosing an Aggregator or Broker for Electric Supply
This fact sheet defines what an aggregator are broker are, and how to work with them.

Natural Gas Bill Breakdown

These fact sheets help you understand your natural gas bill by breaking down the various charges and answers questions regarding natural gas bills.

• Columbia Gas
• National Fuel Gas
• PECO
• Peoples Natural Gas
• Pike County Light & Power
• PGW
• UGI Utilities
• Valley Energy

Summaries of PUC Court Decisions

Summaries of PUC Court Decisions
These summaries are compiled for the convenience of the public.

Consumer Advisory Council (CAC)

CAC General Information
Consumer Advisory Council general information, including CAC members, and meeting information.

Service Outage Response and Restoration Practices Proposed Rulemaking Order

Comments on the Proposed Rulemaking Order with respect to Service Outage Response and Restoration Practices, at Docket No. L-2009-2104274, and also in the matter of the Commission's Proposed Policy Statement with respect to Utility Service Outage Notification Guidelines at Docket No. M-2008-2065532.

Chapter 56 Notice of Proposed Rulemaking

Pennsylvania Code Chapter 56 - Link to Chapter 56 relating to Standards and Billing Practices for Residential Utility Service.

The Revised Final Rulemaking Order was adopted at the Public Meeting of June 9, 2011, at Docket No. L-00060182. The order was entered on June 13, 2011.

Revised Final Rulemaking Order

Revised Final Report to IRRC

Revised Annex A

Revised Attachment 1

Revised Attachment 2 - Significant Revisions

Revised Attachment 3 - Cost Savings

Revised Attachment 4 - 14/56 Cross Reference

Revised Attachment 5 - 56/14 Cross Reference

Revised Attachment 6 - PFA Cross Reference

The Notice of Proposed Rulemaking will revise the PUC's regulations at 52 Pa. Code Chapter 56, to ensure they are consistent with Act 201 of 2004, also known as Chapter 14. The Commission also used the opportunity to address other issues with Chapter 56 including updates needed due to technological advances such as electronic billing and payments, e-mail and the Internet.

Links to More Resources

National List of Utility Commissions Websites

PA Office of Consumer Advocate

PA Office of Small Business Advocate

National Association of Regulatory Utility Commissions - Digital TV Information