How to File a PA PUC Complaint: Pennsylvania Dispute Guide

File a Pennsylvania PUC complaint when direct contact with your utility or electric generation supplier fails to resolve your issue.

The PA PUC accepts complaints regarding: Billing problems customer service refuses to fix, someone enrolled you without permission (slamming), deceptive marketing or sales tactics, unfair disconnection threats, deposit or payment plan disputes, and suppliers breaking their contract promises.

PA PUC has authority over: Regulated utilities like PECO, PPL Electric, and Duquesne Light, plus licensed electricity suppliers.

Try working with the company first. Document everything before you file.

Gather your paperwork before you start filing.

What you need: Your account number and service address. Bills showing the disputed charges or unauthorized supplier changes. Notes from customer service calls with dates and rep names. Any contracts, signup forms, or marketing materials. Emails and written communications about the issue. Be specific about the resolution you're seeking—billing correction, refund, or contract cancellation.

Better documentation means faster investigation and better odds of getting what you want.

Online is fastest. File at puc.pa.gov.

Step-by-step process: Find "File a Complaint" in the Consumer section. Pick "Informal Complaint" for most residential issues. Fill in your contact info, the utility/supplier name, and account details. Upload documents as PDFs. Explain what happened with dates, amounts, and what you already tried. Submit and write down your confirmation number.

You should hear back within 3 business days. Informal complaints mean PA PUC acts as a mediator between you and the company.

Contact PA PUC's Bureau of Consumer Services to file complaints over the phone.

Phone: 1-800-692-7380

Hours: Monday through Friday, 8:00 AM to 5:00 PM Eastern

What to prepare before calling: Your account info and bills. What happened and when. The company name.

On the call: The rep enters your complaint. They ask follow-up questions. They explain your rights under PA law. You get a reference number.

This works well if you want to talk through your situation or need help figuring out what to say.

You can also send a letter to PA PUC:

Mailing Address:
Bureau of Consumer Services
P.O. Box 3265
Harrisburg, PA 17105-3265

Information to include: Your name, service address, and mailing address. Phone number and email. The utility or supplier name. Detailed description with dates, amounts, and events. Copies of supporting bills, contracts, correspondence (keep originals). Specific outcome you're requesting. Signature and date.

Processing time: Allow 10-14 days for acknowledgment (longer than online submission).

After filing, PA PUC's Bureau of Consumer Services opens an investigation.

Investigation process: PA PUC forwards your complaint to the company. The company has 10-14 days to investigate and respond. PA PUC reviews both sides and relevant regulations. You receive PA PUC's findings and required corrective actions.

Resolution paths: For simple disputes, PA PUC helps you resolve it directly. For complex cases, they may require investigation and formal determination.

Not satisfied? If you disagree with informal complaint resolution, you may file a formal complaint involving legal proceedings and hearings.

If informal complaint resolution is unsatisfactory, consider filing a formal complaint with PA PUC.

What formal complaints involve: Legal proceedings with hearings before administrative law judges. You can represent yourself OR hire an attorney. The filing fee is $70.35 for most residential matters. There's evidence submission, testimony, and cross-examination. Decisions are binding and appealable to Pennsylvania courts.

Important: Most residential disputes resolve through informal complaints without requiring formal proceedings. Reserve formal complaints for significant disputes with substantial financial impact.

Pennsylvania offers additional advocacy resources for electricity consumers.

Office of Consumer Advocate (OCA): Phone: 1-800-684-6560. They represent residential consumer interests in utility proceedings and provide guidance on complaint options.

Other resources: The Office of Small Business Advocate assists commercial customers. Local legal aid organizations help low-income consumers with utility disputes. AARP Pennsylvania has resources for senior citizens facing utility problems. Community action agencies offer payment assistance and utility programs.

Tip: Document ongoing issues even after PA PUC complaint resolution—persistent problems may warrant additional regulatory attention.