News Stories

Updates on PowerSwitch and GasSwitch (Cyndi Page)

Shopping site statistics show a marked decrease in visits to PAGasSwitch and PAPowerSwitch in 2024 compared with 2023 but still receive significant traffic (approximately 861,000 users for PAPowerSwitch, 135,000 for PAGasSwitch).

Suppliers are reminded of the following:

• must honor the prices posted on the shopping websites, so call centers and agents should be instructed to honor the shopping site price even if the supplier has updated rates (which underscores the need to keep rates on the shopping sites updated);
• when uploading offers with introductory rates, must use the introductory rate slide-tab feature – make sure to move the slider to the on position for an offer when it is for an introductory rate to ensure the site filter picks it up.
• “More Info” box should use consumer friendly language and only technical terms that are included in the website glossary. Concern expressed about the term “load factor” which Staff does not believe is consumer friendly.
• Time-of-use rates cannot be uploaded directly, suppliers interested in posting time-of-use rates must email Dan Mumford and Cyndi Page to have a link shared from PAPowerSwitch to the supplier’s webpage where the time-of-use rate offers are posted.
• PAGasSwitch will undergo a modernization later this year, like the look of the newer PAPowerSwitch site. There will be a rate upload freeze period of approximately one week when this switchover occurs. Staff will notify suppliers before this happens.
• Staff is concerned about so-called contingent offers posted on the shopping sites, under which suppliers limit enrollments to new customers, customers with certain usage thresholds or limits, or customers with certain load factors.

Comments Sought: The Office of Competitive Market Oversight is seeking informal comments on whether contingent offers should be prohibited on PAPowerSwitch and PAGasSwitch and if not, why not.  Email comments to OCMO by April 18.

Commission Secretary (Rosemary Chiavetta)

• Retiring in 4 weeks, successor to be named shortly.
• Reinforced that contact Information must be accurate and updated.
• There is a contact form that must be emailed to Staffers listed on the form; this will then be updated in the PAPUC’s master file.
• Mailing address must be within the United States eFiling vs E-service.  eFiling is an account through which suppliers can make filings. Cannot e-file confidential material, which must be sent through overnight delivery.
• E-service allows documents to be legally served by the PAPUC and other parties on the supplier, electronically.

Bureau of Technical Services (Darren Gill)

• Still working through creating a fillable application for licenses and amendments.
• Staff is issuing deficiency letters for incomplete filings, for both initial and amendment applications. This is a change from data requests that were previously issued. Data requests are associated with clarification; deficiency letters are for missing information.
• Reminder that Staff will not allow suppliers to “park” licenses, keeping it active while removing the supplier’s obligation to meet compliance standards. In other words, if you want to leave, you can abandon your license, but even if you are not making active offers, you still need to stay compliant.

Bureau of Consumer Services

Informal Complaints Process

• BCS handles the informal complaint process.
• Complaints can be sent and responded through the Web-based data exchange system.

Email Paul Mummert at paumummert@pa.gov or call him at 717-783- 2878 for access to this system.

• Responses to a complaint must be sent within 30 days, in writing, through the Web portal. Suppliers should err on the side of providing too much information, even if supplier does not think something is directly relevant.
• Make sure to keep BCS informed, even as supplier works with customer to resolve the issue.
• Informal complaints are considered non-criminal records and are exempt from disclosure; these complaints are off the record.
• Staff strongly encourage self-reporting, would much rather hear about the issue directly from the supplier than read about it in the press.

Door-to-Door Marketing

• 52 PA Code Chapter 111 outlines the door-to-door marketing policies.
• Notices of door-to-door activity must be sent to Staff no later than the morning on which the activity is occurring.
• Notices should be sent to ra-pcdoortodoor@pa.gov.
• Notices must include dates and geographic location (zip codes, municipalities, towns, etc.)
• Notices can be sent up to one month in advance of activity.
• Criminal background checks must be performed on all agents prior to the agents being out in the field (Megan’s Law).
• Must respect local municipal ordinances related to the time that door-to-door is allowed. If there are no local limits, the statewide limits are 9:00 a.m. ET – 7:00p.m. ET October 1 – March 31, and 9:00 a.m. ET – 8:00 p.m. April 1 – September 30.
• Agents must present identification badge and state their names and the supplier they represent. Agents should avoid misleading language like, “I am here to check your bill to make sure you’re receiving the discount to which you are entitled.”
• If a supplier uses a vendor, Staff strongly recommends use of quality control measures to ensure compliance.

Office of Consumer Advocates (Melanie El Atieh)

• Described how the OCA helps consumers (shopping guides for both electric and gas, call center, shopping statistics, and consumer outreach efforts)
• Shopping statistics are updated quarterly and archived data is on website.
• Call center that responds to consumers issues, most calls are related to contacting a supplier or returning to default service (consumer@pa.oca.org)
• Consumer outreach consists of events and fairs that are open to the public to answer questions that any attendee may have.

Customer Assignment

• Customer assignment is when customers are transferred from one supplier to another supplier, usually in a group as a part of a sale. Who notifies the customer of the assignment?
• Electric – if the contract is assignable, the supplier must inform the customer at the beginning of the contract (should be in the terms and conditions). Prior to an assignment, the incumbent supplier must notify the affected customer(s), the affected utility, and the PAPUC (52 Pa Code 54.5(j)).
• Natural Gas – if the contract is assignable, the supplier must inform the customer at the beginning of the contract (should be in the terms and conditions). Prior to an assignment, the incumbent supplier must notify the affected customer(s), the affected utility, and the PAPUC (52 Pa Code 62.75(j)).
• Some general concerns about the current assignment process have been expressed.
  • Some utilities suppress confirmation letters after the switch, some do not. Customers that receive utility confirmation letters after the assignment may be confused, may complain, and may seek to terminate their contract early (resulting in cancellation fees).
  • Some suppliers do not proactively work with utilities during the assignment process, leading to challenges.

Comments Sought: The Office of Competitive Market Oversight (OCMO) is seeking informal comments on whether the PAPUC should have provide additional guidance/clarification on customer assignment issues. Email comments to OCMO by April 18.