Electricity Consumer Rights: PUCO, PA PUC & DPU Guide 2026

Here's the thing about deregulated electricity markets: they come with real legal protections. Not suggestions or guidelines. Actual enforceable laws that suppliers must follow.

What does that mean for you? You're entitled to bills that show every single charge in plain English. Fair deposit policies. The freedom to choose your supplier without getting harassed or tricked into switching. That last part is huge - some companies will try to switch your service without permission. It's called slamming, and it's flat-out illegal.

Every supplier in Texas, Ohio, Pennsylvania, and Massachusetts has to give you a written contract before you sign anything. No exceptions. The contract must spell out your exact rate, how long you're locked in, what fees you'll pay, and what happens when your term ends. They can't bury important details in fine print or use confusing language.

When you use ElectricRates.org to compare plans, you're only seeing offers from state-licensed suppliers. Every fee is shown upfront. No hunting through multiple websites trying to figure out who's legitimate and who's not.

Electricity suppliers can't hide the ball on pricing. Each state has rules about what they must tell you upfront.

In Ohio, PUCO requires suppliers to show your rate per kWh, how long the contract runs, and any cancellation fees. All in plain English. Pennsylvania goes further with a mandatory "Consumer Bill of Rights" document^[2] that every supplier must provide. Massachusetts requires the total price including all fees so you can compare different plans without doing math.

Here's the most important thing to check: whether your rate is fixed or variable. Fixed means your rate stays the same for the entire contract term. Variable means it can change every month. That's a huge difference when winter hits and everyone cranks up their heat.

If a supplier gives you vague answers or dodges questions about fees, walk away. Better yet, file a complaint with PUCO, PA PUC, or MA DPU. State regulators can void contracts where suppliers broke disclosure rules.

Signed up for a plan and having second thoughts? Good news: you've got a window to back out without paying any penalty.

The timeline depends on your state. Ohio gives you 7 calendar days^[3] from when you receive your confirmation notice. That's the longest window of the three states. Pennsylvania and Massachusetts each give you 3 business days. If you're in Ohio and something feels off about the deal you just signed, you've got more time to think it through.

To cancel: contact your supplier in writing before the deadline. Keep a copy of everything you send. Write down the exact date and how you sent it. Email works perfectly fine. Certified mail works too if you want proof of delivery. You can call, but always follow up in writing. Phone calls without documentation won't help you if there's a dispute later.

Slamming is when a supplier switches your electricity service without your permission. It's illegal everywhere, but it still happens more often than it should.

If you suddenly see an unfamiliar company name on your bill, don't wait. Call your utility right away and report the unauthorized switch. Then file a complaint with your state regulator. The faster you act, the better.

Each state takes slamming seriously. In Ohio, PUCO forces the company to put you back with your old supplier and credit you for any overcharges. Pennsylvania's PA PUC does the same plus fines the company. Massachusetts goes even further - the DPU can revoke a supplier's license for serious violations.

Save every bill that shows the unauthorized switch. Write down when you first noticed it. This paper trail makes your case much stronger when you're seeking refunds or other remedies.

Cramming is sneakier than slamming. Instead of switching your supplier, companies quietly add charges to your bill for services you never ordered. And they hope you won't notice.

What should you watch for? Vague line items like "energy services" or "protection plans" that you never signed up for. Small monthly fees that look official but aren't from your utility. Charges from companies you've never heard of. The amounts are usually small on purpose. A $4.99 monthly fee is way more likely to slip past you than a $50 charge.

To protect yourself: read your bill every month. Don't just look at the total. Check each line item. If you spot something unfamiliar, dispute it with your supplier immediately. If they won't remove the charges, file a complaint with your state regulator - PUCO in Ohio, PA PUC in Pennsylvania, or MA DPU in Massachusetts. And keep records of every phone call and email. You'll need that paper trail if things escalate.

The Public Utilities Commission of Ohio enforces real protections for electricity customers in the state.

Every supplier has to get CRES certification before they can sell to Ohio residents. No exceptions. You get a 7-day cancellation window, which is longer than most states. Your utility can't disconnect your service while they're investigating a billing dispute. And you're entitled to two free meter reads per year if your bills seem off.

Ohio also has the Office of the Ohio Consumers' Counsel. They advocate specifically for residential customers, not commercial accounts. Plus there's the Apples to Apples comparison tool that only lists certified suppliers. If you see a supplier on there, you know they're legitimate.

Need to file a complaint with PUCO? Call 1-800-686-7826.

The Pennsylvania Public Utility Commission licenses every electricity supplier in the state and handles consumer complaints.

What you're protected by: Every supplier must give you a Consumer Bill of Rights document before you sign anything. All EGS suppliers must hold a current license, and PA PUC can revoke it if they break the rules. You get a 3-day window to cancel new contracts. And suppliers must give you advance notice before changing your rates.

Winter protection is serious in Pennsylvania. No shutoffs from December 1 through March 31 if you're facing financial hardship. The state doesn't mess around with winter disconnections.

If you're low-income, Customer Assistance Programs can get you reduced rates. PAPowerSwitch.com is the official state shopping site where you can compare plans.

File complaints at 1-800-692-7380.

The Massachusetts Department of Public Utilities licenses competitive suppliers and handles consumer complaints.

What DPU does for you: They license and investigate every competitive electricity supplier. You get a 3-day cooling-off period if someone sells you a plan door-to-door. That's important because door-to-door sales can be high-pressure.

The winter shutoff ban runs from November 15 through March 15. If you use electricity for heating and can't afford to pay, they can't disconnect you during winter. Extra protections kick in for households with infants under 1 year old, seniors 65 and older, and anyone with a serious medical condition.

Low-income customers at or below 175% of the federal poverty level can get 25-35% off their bills. That's a substantial discount.

Contact the DPU at 1-877-886-5066 or email DPUConsumer@mass.gov.

When you have a problem with your supplier, there's a process that works best.

Start by contacting your supplier directly. Explain what's wrong and ask them to fix it. Write down the date, who you talked to, and what they promised. This documentation matters later if things don't get resolved.

If your supplier doesn't fix the problem within 30 days, escalate to your state regulator. Here's who to contact: In Ohio, call PUCO at 1-800-686-7826 or file online. In Pennsylvania, call PA PUC at 1-800-692-7380 or use their BCS website. In Massachusetts, call DPU at 1-877-886-5066 or use their online form.

What you'll need for your complaint: your account number, copies of your bills, any emails or letters you exchanged with the supplier, and a clear description of what happened. The more documentation you have, the stronger your case.

State regulators have real power. They can order refunds, force service corrections, and hit suppliers with penalties.

State regulators can order real remedies when suppliers break consumer protection rules.

What kind of remedies? If you were slammed, you'll get credit for all the extra charges compared to what your original supplier would have charged. If you were crammed, you get full refunds of those unauthorized charges plus any late fees they caused. If a supplier used deceptive marketing to get you to sign up, the regulator can release you from the contract without early termination fees. For serious violations, regulators can fine suppliers or even revoke their license entirely.

Your documentation makes or breaks your case. Save every single bill. Keep copies of marketing materials they gave you. Write down dates and details of phone conversations while they're fresh in your memory. Keep all emails and letters.

Honestly, this paper trail is everything when you're seeking refunds or other remedies through regulatory complaints. The more you can prove, the better your outcome.