Know Your Rights & Protections | PA Power Switch

Shopper Rights

As a shopper in the competitive energy marketplace, how can I protect myself, and what rights do I have?

• You have the right to unbiased, accurate and easy-to-understand information to help you shop for power and save money. View Ways to Save Energy.
• You have the right to be protected from unfair, deceptive, fraudulent and anti-competitive practices of electricity suppliers. View Marketing Rules for Door-to-door and Telemarketing Sales.
• You have the right to a price to compare from both the utility and competitive supplier, so you are able to make an apples-to-apples comparison. View Understanding Fixed and Variable Rates.
• Always read and understand your contract’s disclosure statement and the terms and conditions of the contract before agreeing to the contract.
• For more detailed information about your rights and responsibilities as a consumer, view the PA Energy Consumer Bill of Rights.

Customer Rights

As a customer, how can I protect myself, and what rights do I have?

• If you have concerns that your supplier is not acting in good faith, contact the supplier to discuss your concerns.
• If your concerns are not resolved by the supplier, you have the right to file an informal complaint with the Public Utility Commission. View Filing an Informal Complaint.
• You have the right to expect that the quality, reliability and maintenance of your natural electric distribution service will not change and is monitored by the PUC.
• You have the right to receive the benefits of new services, technological advances, improved efficiency and competitive prices.

Contract Ends

My electric supplier contract is expiring. What are the expiration notice requirements?

• Prior to your contract expiring, you should receive two contract renewal notices from your current supplier. The initial renewal notice should arrive 45-60 days prior to your contract’s expiration date.
• Additionally, the supplier should provide you with an options notice, which includes the specific changes to the terms of service being proposed; information on new prices; an explanation of your options and how to exercise those options; the date by which you must exercise one of the options; the telephone numbers and website addresses for the Commission and the Office of Consumer Advocate (OCA); and the electric distribution company’s price to compare. The options notice should be sent to you no later than 30 days prior to the contract’s expiration date.
• Make sure you read these notices, as they will assist you in making the decision to stay with your current supplier or shop for another supplier.

• IMPORTANT:

  If you choose to take no action with your renewal and options notices, your rate may change. For example, a fixed rate may change to a monthly variable rate. If you have a variable rate, once the term expires, you may be moved to a different variable rate that could be higher.

Shutoff

What would cause my power service to be shut off? Will I receive a warning?

Your electric utility can shut your service off if you fail to:

• Pay your bill
• Follow through on payment arrangements
• Pay a deposit when required
• Allow the electric utility to access its equipment

Before your service is shut off, your electric utility will take the following steps:

• Send you a 10-day notice. Once you get the notice, the utility company has up to 60 days to shut off your service.
• Attempt to contact you, either once in-person or on two different days by phone, three days before your shutoff date.
• From December 1 through March 31, if your electric utility cannot reach you at the time of termination, it will leave a 48-hour notice at your property.
• Your utility service can be shut off any weekday, except Friday.

What happens if my service is shut off?

The utility company will leave a notice telling you what you need to do to get your service restored.

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Find More Information

You are encouraged to contact electric suppliers for your area to compare pricing and service information. Competitive offers may not be available in all areas.