Press Release

PUC Approves $100,000 Settlement with Met-Ed Addressing Customer Service Issues

Published on 4/22/2010

Filed under: Electric

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) approved a settlement with Metropolitan Edison Co. (Met-Ed) that includes a $100,000 contribution to a fund to help low-income customers, ending an informal investigation of three separate events concerning electricity utility services subject to the Commission’s authority.

The Commission voted 4-0 to approve the settlement. The terms of the settlement include:

• That Met-Ed remit a contribution of $100,000 to the Dollar Energy Fund, a non-profit organization providing utility assistance, case management for payment troubled customers and utility education programs throughout Pennsylvania;
• That Met-Ed must implement staff training on several items, including transferring account balances, medical certificates and updating and revising internal procedures and processing; and
• Several internal management improvements will be made, including adding more controls for validating notices sent to customers; “information sharing” between Met-Ed’s employees and representatives on current regulatory rules and requirements of the Commission; and sharing of the “lessons learned” from the refresher training and internal management improvements with Met-Ed’s  employees and representatives.

The PUC’s independent Prosecutory Staff initiated an informal investigation into three separate incidents involving alleged company action or inaction regarding customer service aspects of the provision of their utility service.  In one incident, a customer telephoned Met-Ed after receiving a termination notice followed by the termination of their electric service. Met-Ed took a financial statement from the customer over the telephone following the termination and entered into a payment agreement with the customer to reinstate service. The customer stated that she was going to follow up with the previous Customer Assistance Program (CAP) referral.  Allegedly the customer was not referred to CAP at that time, despite some conversation between the customer and Met-Ed about the CAP program. 

In another call, Met-Ed allegedly failed to provide information on the Commission's regulations regarding service pursuant to a confirmed medical condition.  In a third instance, the company allegedly did not inquire whether the sale and vacating of the premises by the caller meant that the premises would be vacant or if other occupants would reside there.

Had these matters been litigated, the Commission’s Law Bureau Prosecutory Staff would have alleged that Met-Ed violated sections of the state Public Utility Code and Commission regulations.

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. M-2009-2035436

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• Press Secretary
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