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PA Law Protects Utility Customers with PFAs

Utilities_newforweb PA Law Protects Utility Customers with PFAs

Pennsylvania utility law contains very specific exceptions for domestic violence victims with PFAs when electric, gas and water companies attempt to collect unpaid bills, charge higher deposits/fees and terminate services for non-payment. These exceptions apply only to utility customers with PFAs. If you or someone you know has a PFA and is encountering a billing problem or threat of termination, the law is on your side and help is available.


Exceptions for Utility Customers with PFAs


Utility customers with PFAs have certain rights, including:

  • Utility companies cannot shut off electrice, gas or water service during the winter months (December to March)
  • Utility companies must give at least 48 hours notice prior to termination
  • Utility service cannot be shut off on a day before the utility office is closed (e.g., a Friday) so that customers can pay and restore service the next day
  • Utility companies cannot charge the higher deposits authorized by Chapter 14 or demand full payment of past-due amounts before restoring service that was shut off due to non-payment
  • Special payment arrangements for deposits or late bills may be made
  • Customers with PFAs cannot be held responsible for a bill in someone else´s name and do not need to provide the name(s) and proof of identity for all adult occupants in the household


Requirements to Claim PFA Exceptions

Utility companies may require customers to provide a copy of their PFA order. Since the law isn´t specific about the type of order, utility companies should accept emergency, temporary, or final PFA orders. No other information or documentation should be required of customers.

Because the law also does not specify whether the PFA order has to be in effect at the time of the shutoff notice, utility companies should accept PFA orders either currently in effect, or orders that were in effect during the time utility service was received, or during any billing dispute.

Help From Domestic Violence Programs

Staff at your local domestic violence program can advocate on your behalf with utility companies to ensure their compliance with the exceptions. Find your local domestic violence program.

Help From the Public Utility Commission

  • The PUC has set up a toll free Termination Hotline (800-692-7380) to provide assistance to utility customers who receive termination notices.
  • When calling the Termination Hotline, customers with PFAs should ignore the message at beginning of the call that directs them to contact their utility company before pursuing assistance from the PUC. This directive does not apply to utility customers with PFAs.
  • Once the customer is connected to a PUC hotline worker, she should report that she has a PFA.
  • The PUC should automatically accept the case, assign an investigator to work out a resolution, and immediately put a hold on the pending termination.
  • Utility service for a customer with a PFA cannot be terminated while the PUC investigates the case.


Please Note:

Certain utility companies are not bound by this law.

These domestic violence exceptions only apply to customers of utility companies regulated by Pennsylvania´s Public Utility Commission (PUC). A number of electric, gas or water cooperatives (operating primarily in rural areas of PA and owned and governed by members) fall outside the purview of the PUC. Utility customers receiving services from any of these cooperatives are encouraged to work directly with their respective customer service departments for billing and termination issues.

Electric Cooperatives

Currently, 13 electric cooperatives in Pennsylvania supply electricity to more than 225,000 rural households, businesses and industries, representing more than 600,000 consumers. These cooperatives own and maintain about 12.5 percent of the electric distribution lines in the state, covering nearly one-third of the Commonwealthís land area in 41 counties. Electiric cooperratives are locally owned by their members (customers).

Click here for a PA map for locations and nformation about each of these cooperatives.

Gas Cooperatives

Knox Energy Cooperative serves the PA towns of Kane and Claysville.

Call the PUC Termination Hotline

800-692-7380

for help with any utility payment dispute.

This PUC fact sheet contains general information about the rights and responsiblities of Pennsylvania utility customers - with the exception of those who have PFAs.