Know Your Rights
One of the dreaded bills that is received each month is the electricity bill. The cost of electricity for our homes and businesses represents a significant monthly cost. But the alternative of not using electricity is unattractive when considering that a one-horsepower electric motor (that costs approximately 10 - 15 cents per hour to operate) replaces the work of about eight people. Below are your rights and responsibilities as a Pennsylvania customer of electricity (and other utilities).
Know how your bill is calculated. At least every other month a meter reader is scheduled to read the meter. The meter is the property of the utility company and you are prohibited from removing or tampering with it. You have the responsibility to provide access to the meter. When you meter is not scheduled to be read, your monthly consumption will be estimated, based on previous usage and weather conditions. Your consumption may also be estimated when extreme conditions, emergencies, strikes, or other circumstances prevent the company from taking a reading. If you supply the readings to the utility company, the utility has the responsibility to take an actual reading at least once every 12 months.
Within the next several years, the old style of electric meters that are read monthly will likely be replaced with advanced automated electric meters (commonly referred to as "smart meters"). Electronic signals from these smart meters will be transmitted back to the utility company on the same lines that distribute the electricity, eliminating the need for meter readers. These smart meters will provide lots of useful information concerning how and when electricity is being used.
Your monthly bill is based on your consumption (actual or estimated) and the approved tariff for your customer classification plus any applicable taxes. Contact your utility company for the equations that the company uses to calculate your bill. Make sure you understand whether (1) you are classified as a residential or commercial customer, (2) you must pay a demand charge, and (3) there are any times of the day or night when the utilities are less expensive.
Establish budget billing. You have the right to request budget billing from your utility company. Budget billing is an agreement you make with the company to have your bills averaged throughout the year. You will be billed for approximately the same amount each month even though your usage may vary from month to month.
Question any bill or service action by the utility. You may question any charge applied to your bill, request new service, complain about present service, or make payment arrangements for your bills. The company needs to respond to your concerns within three business days. If the dispute is not settled to your satisfaction, you have the option to file a formal complaint with the PA Public Utility Commission (PUC). You must attempt to resolve a dispute with your utility company before bringing your complaint to the Bureau of Consumer Services of the PUC.
Make payment arrangements. A payment arrangement is an agreement with the utility company to make reasonable payments over a period of time for the amount of money that is owed.
Read Utility Company Can Pull the Plug on You for information on the conditions when a utility company can and cannot cut off its services to you.
You have additional rights and responsibilities as a utility customer. Request a copy of a booklet from your utility company discussing all of your rights and responsibilities based on PUC regulations.
