Getting Help Shouldn't Create New Costs: PUC Approves Consumer Safeguards for Utility Assistance Enrollment

Getting Help Shouldn't Create New Costs: PUC Approves Consumer Safeguards for Utility Assistance Enrollment

Published on 11/5/2026

Filed under: Electric

Chairman DeFrank motion clears path for more vulnerable Duquesne Light customers to receive bill assistance while protecting them from supplier fees and preserving payment plan rights

HARRISBURG - The Pennsylvania Public Utility Commission (PUC) today approved additional consumer protections championed by PUC Chairman Steve DeFrank as part of a plan designed to connect more income-eligible Duquesne Light customers with utility bill assistance.

The Commission's action clears the way for Duquesne Light to automatically enroll certain participants in the federal Low-Income Home Energy Assistance Program (LIHEAP) into the utility's Customer Assistance Program (CAP), while requiring new safeguards to protect customers from unexpected costs and ensure access to reasonable payment arrangements.

"Many families who qualify for utility assistance never receive the full benefits available to them," said PUC Chairman Steve DeFrank. "Automatically connecting eligible customers with assistance can help lower monthly bills and reduce utility debt, but it must be done in a way that protects consumers every step of the way. These conditions ensure customers receive the benefits of enrollment without facing unexpected financial consequences."

The changes are aimed at addressing a persistent challenge facing many Pennsylvania households: thousands of consumers who qualify for utility assistance programs never enroll, despite experiencing ongoing affordability challenges and carrying past-due balances on their accounts.

Under Duquesne Light's proposal, certain customers who participate in LIHEAP data sharing and have qualifying past-due balances would be automatically enrolled in the utility's CAP unless they choose to opt out.

CAPs are designed to help income-qualified households maintain essential utility service through reduced bills and debt forgiveness opportunities. LIHEAP provides federally funded assistance to help eligible households pay home heating costs during the winter months.

As part of today's action, the Commission adopted provisions requiring Duquesne Light to strengthen customer protections before implementing the automatic enrollment program.

Among the new requirements:

• Customers who are automatically enrolled in CAP and returned to utility default service cannot be left responsible for early termination or cancellation fees charged by a competitive electric generation supplier (EGS).
  
  
• Duquesne Light must reimburse any such charges that may occur and cannot pass those costs on to other ratepayers.
  
  
• The utility must formally commit to offering payment arrangements on CAP arrearages for automatically enrolled customers who leave the CAP program, with terms that are no less favorable than those previously required under Pennsylvania law for non-CAP customers.
  
  
• Customers must receive clear notice explaining the availability of payment arrangements and the utility's obligation to reimburse any supplier-related fees.
  
  
• Duquesne Light must update its Universal Service and Energy Conservation Plan and supplier tariff to clearly reflect these protections and responsibilities.

Chairman DeFrank said the enhancements were necessary to ensure that customers receive the benefits of automatic enrollment without being burdened by unexpected supplier charges or losing access to workable options for resolving past-due balances.

"Consumers should not have to choose between receiving assistance and protecting themselves from surprise fees," DeFrank said. "Likewise, customers who are working to get back on stable financial footing should have access to reasonable payment arrangements that help them succeed. These protections provide greater clarity, accountability, and confidence for the households this program is intended to serve."

The Commission noted that energy affordability continues to be a growing concern for many Pennsylvania households, particularly lower-income families facing rising household expenses. While utilities across Pennsylvania offer Customer Assistance Programs, enrollment levels often remain well below the number of customers who appear to qualify based upon income eligibility.

Today's action seeks to help close that gap by reducing barriers to enrollment while ensuring strong consumer safeguards remain in place.

As part of the motion approved today by the Commission, Duquesne Light must submit compliance filings demonstrating that the required consumer protections have been incorporated into its programs and customer communications before the changes can move forward.

About the PUC

The Pennsylvania Public Utility Commission balances the needs of consumers and utilities; ensures safe and reliable utility service at reasonable rates; protects the public interest; educates consumers to make independent and informed utility choices; furthers economic development; and fosters new technologies and competitive markets in an environmentally sound manner.

Visit the PUC's website at puc.pa.gov for recent news releases and video of select proceedings. You can also follow us on X, Facebook, LinkedIn, Instagram and YouTube. Search for the "Pennsylvania Public Utility Commission" or "PA PUC" on your favorite social media channel for updates on utility issues and other helpful consumer information.

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Docket No.: P-2026-3061673

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