Consumer Programs and Publications
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
Home Heating Rebates and Loan Programs
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®.
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 - 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.
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 & 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 Generator Safety
Safety tips on using portable generators when the electricity goes out.
Utility Assistance Programs
Most electric, gas, water, phone and internet companies offer low-income households help in paying their utility bills.
Education & Outreach Services
The PUC offers community programs to help consumers make informed utility choices.
Get details about upcoming consumer education events near you to learn more about the utilities that service your home.
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
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
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
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 - 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.
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.
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.
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.
Electric Bill Breakdown
These fact sheets help you understand your electric bill by breaking down the various charges and answers questions regarding electric bills.
- PECO Energy
- PECO Energy - Residential Heat
- PECO Energy - Off-Peak/Residential Heat
- Penn Power
- Pike County Light
- Wellsboro Electric
- Citizens Electric
- Duquesne Light
- West Penn Power (Formerly Allegheny 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
- Peoples Natural Gas
- Pike County Light & Power
- 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.
|Service Outage Response & Restoration Practices||Service Outage Notification Guidelines|
Philadelphia Gas Works (PGW)
Philadelphia Gas Works (PGW)
|Reply Comments||Reply Comments|
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.
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
About the PUC
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- Utility and Service Types
Learn how to submit a complaint with a public utility. You can also search existing formal complaints.Get Details
Need More Help?
Public utility documents available electronically include case dockets, public meeting orders and more.
Filing & Resources
Find utility-related reports, laws and regulations, federal filings, tariffs, procedures and more.
Consumers, utilities and attorneys can save time by submitting documents to the PUC electronically.