Press Release

PUC Doubles Penalties in FirstEnergy Settlement Over Improper Winter Termination

Published on 3/26/2026

Filed under: Electric

Commission cites failure to inform customer of assistance options in 2021 case where service was shut off and a resident died days later

HARRISBURG – The Pennsylvania Public Utility Commission (PUC) today approved modifications to a proposed settlement with FirstEnergy Pennsylvania Electric Company (FirstEnergy PA).  The Commission doubled financial penalties after determining that the original agreement was inadequate in light of a December 2021 incident involving the improper termination of electric service during the PUC’s winter moratorium.

The case involves the termination of electric service to a Westmoreland County residence during a period when additional consumer protections are in place for income-eligible households. Service was shut off on Dec. 14, 2021. Three days later, resident Melissa Gourley died in the home while the electric service remained off.

The Commission voted 5-0 to adopt a motion by Chairman Steve DeFrank and Commissioner Ralph V. Yanora modifying an earlier settlement proposed between the PUC’s independent Bureau of Investigation and Enforcement (I&E) and FirstEnergy PA. The Commission concluded that stronger penalties were warranted given the company’s failure to follow procedures designed to protect vulnerable customers.

“Given the seriousness of the company’s failure to inform this customer of available options that may have prevented termination — and the tragic consequences that followed — we believe it is appropriate and in the public interest to increase both the civil penalty and the required hardship fund contribution,” said Chairman DeFrank and Commissioner Yanora.

The Commission’s action underscores the critical importance of utility compliance with termination protections, including the responsibility of ensuring that customers are informed of available assistance programs and safeguards before service is shut off.

Formal Complaint

I&E’s formal complaint alleges that on Dec. 14, 2021, the former West Penn Power Company (West Penn), a FirstEnergy subsidiary operating in Pennsylvania, terminated electric service to a residence in the Borough of Vandergrift without first determining whether the customer’s household income was at or below 250% of the federal poverty level — a key threshold for winter termination protections under PUC regulations.

The complaint also alleges that during a customer call on Nov. 15, 2021, company representatives failed to fully inform the customer about available assistance options, including the utility’s Customer Assistance Program, and did not adequately explain medical emergency procedures that could have delayed termination.

These actions, according to I&E, violated multiple provisions of the PUC’s regulations governing termination procedures and customer protections.

Settlement Terms and Conditions

As modified by the Commission’s action, FirstEnergy PA will:

• Pay a $60,000 civil penalty, which will not be passed on to customers and will not be tax deductible.
  
  
• Contribute $30,000 to the Dollar Energy Fund to support customer assistance programs. This contribution will not be passed on to customers and will not be tax deductible.
  
  
• Enhance Advanced Move-In Process (AMIP) training, including standalone Pennsylvania credit training for agents and mandatory seasonal refresher training to reinforce procedures that help customers avoid termination, such as installment plans, low-income assistance, and medical certifications. Winter training will specifically address protections available under the winter moratorium.
  
  
• Retain customer income information for two years, allowing low-income indicators to remain active on customer accounts longer and providing additional protection for vulnerable households facing potential service termination.

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.: C-2024-3052650

Contact:

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