Press Release

PUC Advances Rulemaking to Strengthen Consumer Protections and Provide Stability for Utilities and Households Statewide

Published on 11/20/2025

Filed under: Electric Gas Water and Wastewater

Commission Takes Next Step to Ensure Predictability and Continuity Amid Rising Costs and Winter Affordability Concerns

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today took another major step to ensure stability and predictability for both consumers and utilities by advancing a rulemaking that would formally incorporate key consumer protections into the PUC’s regulations.

The Commission voted 5-0 to approve a motion by PUC Chairman Steve DeFrank directing staff to develop a Notice of Proposed Rulemaking that codifies longstanding safeguards related to payment arrangements, winter terminations, medical certifications, protections for domestic violence victims, and other essential standards.

“With costs rising and uncertainty increasing for many families, it’s more important than ever that Pennsylvanians understand the protections in place and can plan confidently,” Chairman DeFrank explained. “By moving forward with this rulemaking, the Commission is reinforcing a stable, transparent framework that safeguards consumers while providing utilities with the clarity they need to operate efficiently and effectively.”

This rulemaking builds on the Commission’s December 2024 Statement of Policy, which ensured continuity for utilities and the public following significant changes in statutory provisions governing these issues. Today’s action reflects the Commission’s commitment to maintaining clear, consistent expectations for utilities and households — especially during a period of heightened concern about affordability, rising energy costs, and fluctuating federal assistance programs.

Ensuring Stability During an Uncertain Winter

The Commission emphasized that today’s action is part of a broader effort to support households as they navigate a winter season shaped by volatile weather, delayed federal assistance programs, and affordability challenges. The PUC’s ongoing outreach has highlighted concerns about the delayed start of the federal Low Income Home Energy Assistance Program (LIHEAP), fluctuating funding levels, and the financial strain facing many families — including those who may be seeking assistance for the first time.

Commissioners noted that while this rulemaking process moves forward, the PUC continues to work closely with utilities across the Commonwealth to ensure that at-risk households remain safe, warm, and connected. The Commission also underscored the importance of early communication between customers and their utilities.

“As we have focused on throughout this winter season, early outreach is essential,” Commissioner Katie Zerfuss emphasized. “We encourage every household worried about an upcoming bill to contact their utility now. Payment plans, assistance programs, and other affordability tools can make a major difference — but it starts with a conversation before a bill becomes unmanageable.”

Building a Modern Framework for Consumer Protections

The forthcoming rulemaking will propose codifying key consumer safeguards currently followed under the Commission’s existing policy guidance. These protections — many of which have been in place for years — help ensure that households have access to reasonable payment arrangements, clear billing standards, and safeguards during medical emergencies or extreme weather, while also supporting utilities in maintaining safe, reliable, and affordable service.

Commissioners noted that establishing these protections in regulation will:

• Promote statewide consistency for utilities and consumers.
  
  
• Provide clarity during a period of uncertainty about federal and economic conditions.
  
  
• Reduce administrative burdens and prevent confusion about program eligibility or termination processes.
  
  
• Support long-term budgeting by utilities and households.
  
  
• Strengthen essential consumer safety nets as affordability concerns evolve.

“These protections are part of what helps keep Pennsylvanians connected to essential services,” the Commissioners said. “Modernizing and codifying them in regulation ensures that households and utilities alike can rely on a clear, stable framework moving forward.”

PUC Reinforces ‘Call Utilities Now’ Message

The Commission stressed that while regulatory processes move forward, consumers should not wait to seek help if they are concerned about paying upcoming winter bills. The PUC continues to urge households to take advantage of the “Call Utilities Now” campaign, which reminds consumers to contact their utility as soon as financial difficulties arise — before bills become unmanageable or large balances accumulate.

“Getting help early is key,” Chairman DeFrank said. “There are payment arrangements, assistance programs, and other tools designed to help families stay connected and avoid the stress of mounting past-due balances. The first step is making that call.”

Consumers who cannot resolve issues with their utility can reach the PUC’s Bureau of Consumer Services for assistance at 1-800-692-7380.

Next Steps

The Notice of Proposed Rulemaking will be developed for consideration at a public meeting early next year. Once issued, it will be subject to public comment and review by stakeholders, utilities, advocacy organizations, and the General Assembly.

A copy of today’s motion and related materials are available in the PUC website docket for this issue.

 
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 X, 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-2024-3052328

Contact:

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