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Press Release

PUC Approves Settlement with Reliant Energy Northeast Concerning Sales & Marketing Practices

Published on 3/25/2021

Filed under: Electric

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today approved a settlement agreement between Reliant Energy Northeast LLC (NRG Home or company) and the PUC’s independent Bureau of Investigation & Enforcement (I&E), following an investigation into the company’s marketing and sales practices as a licensed electric generation supplier (EGS) in Pennsylvania.

The Commission voted 4-0 to adopt the settlement between NRG Home and I&E.  I&E initiated an investigation of the company based on alleged unauthorized changes to customers’ electric generation supply service – which first came to light based on informal complaints filed with the PUC’s Bureau of Consumer Services (BCS) and were later self-reported by NRG Home during a meeting with the Commission’s Office of Competitive Market Oversight.  The enrollments originated from NRG Home’s in-person retail and event solicitations and involved both residential and small business customer accounts.

As part of the approved settlement, NRG Home agrees to:

  • Provide each affected customer with a refund for the entire electric generation supply portion on their bill for the first two billing periods that they were switched to NRG Home;
  • Refund any cancellation fee or early termination fee incurred by any of the affected customers from another EGS;
  • Continue its current level of quality assurance monitoring efforts for one year, including random in-person visits to retail and event sales locations by NRG Home employees;
  • Provide monthly reports to I&E for a period of one year detailing complaints from Pennsylvania consumers reported to BCS and other agencies related to allegations of unauthorized switching by NRG Home;
  • Retain customer signatures placed on enrollment tablets used at retail and event locations for one year and provide such records to BCS and I&E upon request; and
  • Pay a civil penalty of $175,000.

The PUC 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.

For recent news releases and video of select Commission proceedings or more information about the PUC, visit our website at Follow the PUC on Twitter – @PA_PUC for all things utility.  “Like” Pennsylvania Public Utility Commission on Facebook for easy access to information on utility issues.

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Docket No.:  M-2020-3006647




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