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My Rights

Peoples will continue to provide you with safe and reliable utility service, clear and concise bills, and fair policies. You, the customer, should know your rights and fulfill your responsibilities to maintain your service.

The Pennsylvania Public Utility Commission (PUC) has updated its Standards and Billing Practices for Residential Service. "Your Rights and Responsibilities as a Utility Consumer" is a booklet prepared by the PUC to explain the rules regarding a utility's billing, credit, dispute handling, and shutoff practices.

This useful booklet also includes information about various payment options for your utility bill; understanding the components of your utility bill; policies regarding security deposits; steps and rules about utility shutoffs; and how to shop for electricity or natural gas.

You can review the full PUC booklet here

My Rights

As a residential utility consumer, you have the right:

  • To safe and reliable service
  • To a clear and accurate bill
  • To fair credit and deposit policies
  • To know how your bill is calculated and how to tell if it is too high
  • To question or disagree with your utility
  • To personal privacy (Peoples has the responsibility of safeguarding your personal information against unauthorized use.)

My Responsibilities

As a residential utility customer, you also have the responsibility:

  • To pay your bill on time
  • To provide Peoples with access to your meter
  • To give Peoples at least seven (7) days notice before you move or wish to discontinue service. If you fail to notify Peoples, you remain responsible for paying the bills.

Special Protections

You may qualify for special protections if you:

  • Are a victim of domestic violence and have a Protection From Abuse Order (PFA)
  • Live in a low-income household
  • Are seriously ill or a member of your household is seriously ill

In these situations, you will be required to provide proof to your utility.

  • What's My Financial Responsibility for My Gas Line?

    Natural gas travels through miles of pipeline and regulating stations to reach your home. Peoples is responsible for surveys, safety inspections, and emergency investigations for gas lines inside and outside of your home. When one of these activities results in a failure or a leak on the customer’s portion of the gas lines inside or outside of your home — which are the customer service line, house line, and gas appliances — it is the customer’s responsibility to schedule those repairs with a qualified installer and to cover the cost of those repairs. Learn more about your financial responsibility for your gas lines on our What Should I Know? page.