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PA PUC Enhances Proposed Settlement Concerning Widespread Consumer Billing Issues by PPL Based on Extensive Consumer Feedback
In a Press Release the Pennsylvania PUC announced that the Commission voted 3-2 today to approve a joint motion from PUC Chairman Stephen M. DeFrank and Commissioner Kathryn L. Zerfuss which modifies the proposed joint settlement between the PUC’s independent Bureau of Investigation and Enforcement (I&E) and PPL regarding the BIE Investigation against PPL Electric Utilities Corp related to billing and call center issues.
Among other things this decision requires $1 Million PPL Contribution to Customer Hardship Fund, Deeper Analysis of Billing Problems, Additional Consumer Refunds and Relief if Further Issues are Identified, and Clear Timelines on Corrective Actions
In addition, the Pennsylvania Public Utility Commission (PUC) adopted a motion to enhance a proposed settlement concerning widespread consumer billing issues that impacted customers of PPL Electric Utilities (PPL) through much of 2023.
“Upon review of the settlement and recognizing the severity of the circumstances that transpired, we find it prudent to revise the terms,” noted Chairman DeFrank. “We find such revisions necessary to sufficiently address the harm to the public, to ensure these events do not recur, and to provide impacted customers with adequate remedies.”
Modifications to the Proposed Settlement.
As previously reported the settlement proposed by I&E and PPL follows an investigation launched by the PUC in early 2023, in response to PPL billing system malfunctions which impacted bills for nearly 800,000 customer accounts. Those system malfunctions resulted in unusually high or low estimated bills, missing monthly bills, and/or bills that did not include any supplier charges or only included partial charges. The billing issues were exacerbated by the lack of adequate customer service support resulting in consumers being unable to reach PPL Call Center representatives to discuss their billing concerns.
See also:
Chairman Defrank Commissioner Zerfuss Joint Motion (04/25/2024)
VC Barrow Conflict Statement (04/25/2024)
M-2023-3038060 (11/21/2023)
