Press Release

PUC Approves Settlement with Aqua Pennsylvania Regarding Improper Service Terminations

Published on 6/15/2023

Filed under: Water and Wastewater

Aqua to Pay $33,500 Civil Penalty After PUC Investigation Revealed
67 Water Shutoffs Following Expiration of Termination Notices

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today approved a joint settlement between Aqua Pennsylvania Inc. (Aqua) and the PUC’s independent Bureau of Investigation and Enforcement (I&E) following an investigation into customer complaints about improper water service terminations.

The Commission voted 5-0 to approve the joint settlement, which was published for public comment earlier this spring in the Pennsylvania Bulletin.  No comments about the proposed settlement were received.

The settlement comes in response to consumer complaints about water service terminations that were received by the PUC in 2022. An informal investigation by I&E revealed that 67 Aqua customers had their water service terminated after the PUC-required 10-day shut off notices issued to those customers had expired.

As a result of I&E investigation, Aqua changed its internal procedures and updated training for all Pennsylvania field employees to address the errors that resulted in these improper terminations and prevent future issues.  Aqua also made efforts to restore service to those customers who were improperly terminated.  Many customers had their water service restored within one or two days.

In the settlement agreement, Aqua will pay a civil penalty of $33,500 – payable to the Commonwealth of Pennsylvania within 30 days of the Commission’s final order in this case.  That civil penalty shall not be tax deductible or passed through as an additional charge to Aqua’s customers.

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 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-2023-3031237

Contact:

• Nils Hagen-Frederiksen
  Press Secretary
  717-418-2701
  nhagen-fre@pa.gov
• David Hixson
  Deputy Press Secretary
  717-772-2766
  dhixson@pa.gov