PPL Electric Utilities: disconnection notice

Collect

• termination notice
• account number
• medical certificate from a licensed physician
• physician assistant or nurse practitioner
• household income documents

Steps

1. Call PPL at once and ask for a payment arrangement. Ask whether you qualify for OnTrack.

   PhoneCustomer service (1-800-DIAL-PPL), also used to verify calls and report scams +1-800-342-5775

2. If someone in the household is seriously ill, have a licensed physician, physician assistant or nurse practitioner send PPL a medical certificate. Keep paying what you can.

3. Apply for a LIHEAP grant, which PPL says can help prevent a shut-off.

   OnlineAssistance programs (OnTrack, Operation HELP, WRAP, LIHEAP, payment arrangements, budget billing)

4. If PPL will not offer an arrangement you can pay, call the PA PUC hotline (1-800-692-7380) before the shutoff date.

More contacts for this issue

Facts you can cite

• Deadline

  Pennsylvania (PUC fact sheet, February 2026): before disconnection the utility sends a 10-day notice and attempts contact at least three days before the disconnection date. A termination notice is valid for 60 days; termination can occur any time between day 11 and day 60 after the notice.

  Source: puc.pa.gov, verified 2026-10-13

• Policy

  Pennsylvania (PUC fact sheet): the Winter Moratorium protects consumers from utility termination between December 1 and March 31, but service can be terminated in winter without PUC approval if the customer fails to be a responsible utility customer or has income outside the utility's income-qualifying guidelines.

  Source: puc.pa.gov, verified 2026-10-13

• Policy

  Pennsylvania (PUC fact sheet): service will not be disconnected while a household member is certified as seriously ill by a licensed physician, physician assistant or nurse practitioner. Initial medical certification can last up to 30 days, with extension of up to an additional 60 days. The customer must keep paying the bill.

  Source: puc.pa.gov, verified 2026-10-13

• Policy

  Pennsylvania (PUC fact sheet): the utility must offer one payment arrangement and may be required to offer another; the PUC may be able to establish one payment arrangement. The PUC cannot set a payment arrangement on CAP arrears.

  Source: puc.pa.gov, verified 2026-10-13

• Process

  The PUC fact sheet says to contact the utility first to file a complaint or make payment arrangements; if there is no resolution, you may decline the arrangement and file a complaint with the PUC (1-800-692-7380).

  Source: puc.pa.gov, verified 2026-10-13

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneCustomer service (1-800-DIAL-PPL), also used to verify calls and report scams +1-800-342-5775

2. Supervisor

   PhoneCustomer service (1-800-DIAL-PPL), also used to verify calls and report scams +1-800-342-5775

   PPL does not publish a separate escalation line. Ask the representative for a supervisor and a reference number.

3. Written complaint

   MailMailing address for letters (not for payments) PPL Electric Utilities, 827 Hausman Road, Allentown, PA 18104-9392

4. State agency

   Your state’s utility commission. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   Pennsylvania Public Utility Commission (PUC), 1-800-692-7380. The PUC says you must contact the utility before you file a complaint; use the informal complaint process first.

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

   Pennsylvania Office of Attorney General, Bureau of Consumer Protection.

Watch out

Related

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