The shut-off rules in one paragraph

Under PA Public Utility Code Chapter 14 and PUC Chapter 56, PPL cannot disconnect a residential customer without 10 days' written notice, cannot disconnect on a Friday afternoon, weekend or PA-recognized holiday, cannot disconnect the day before a recognized holiday, and cannot disconnect when the National Weather Service forecasts temperatures below 32°F or above 95°F for the next 24 hours. Income-qualified households (at or below 250% of federal poverty) get full winter protection from December 1 to April 1: PPL may not disconnect them at all during those four months without specific PUC approval.

The four reasons PPL stops your service

The shut-off itself looks the same; the rules around it are entirely different.

1. Voluntary (move-out)

You requested closure when leaving the home. PPL prorates the final bill to the stop date. No fees. See the move-out guide.

2. Non-payment

Past-due balance. PPL must follow Chapter 14 notice, holiday and temperature rules. Reconnect fee + balance + possible new deposit.

3. Temporary (work request)

You or your electrician asked PPL to de-energize for construction, roof work, panel upgrade. Scheduled appointment, no balance owed, free reconnect.

4. Safety / tampering

Hazard, meter tampering, fraud, refusal of access. No notice required for an immediate-danger shut-off. Service restored only after the root cause is fixed.

Non-payment shut-off: the legal sequence

PA Chapter 14 is one of the strictest customer-protection regimes in the country. PPL must clear every step before pulling the meter.

  1. Day 1: bill is past due. PPL adds a 1.5% late charge to the unpaid balance the day after the due date.
  2. Days 10 to 21: dunning notice. PPL mails a written shut-off warning explaining the amount due, the proposed shut-off date (at least 10 days out), payment-assistance options (CAP, LIHEAP, Operation HELP) and the PUC complaint line.
  3. 3 days before shut-off: second contact. Chapter 14 requires a second attempt by phone or in person. The attempt does not have to succeed; PPL must only try.
  4. Shut-off day: timing rules apply. No disconnect Friday after 12 p.m., weekends, holidays or the day before a holiday. No disconnect if forecast temperature is below 32°F or above 95°F in the next 24 hours.
  5. Winter (Dec 1 to Apr 1): income protection. Households at or below 250% federal poverty are exempt from disconnect altogether unless PPL gets specific PUC approval.
  6. At the door: notice left. PPL leaves a written notice stating the reason for shut-off and the exact steps and contacts needed to reconnect.
  7. Reconnect. Once you settle the past-due balance, pay the reconnect fee (~$22 business hours, ~$70 after-hours), and accept any reinstated deposit, PPL restores service within 24 hours, faster if the visit was during business hours.

Source: 66 Pa.C.S. Chapter 14 (Responsible Utility Customer Protection Act); 52 Pa. Code Chapter 56 (Standards and Billing Practices for Residential Utility Service).

If you cannot pay: call before you receive a notice

Every PA household is guaranteed at least one deferred-payment plan per year. Apply before the dunning notice arrives and you keep more options open.

CAP / OnTrack

PPL's Customer Assistance Program caps your bill at 4% to 10% of household income. Enrolled customers cannot be disconnected for non-payment of the capped amount.

LIHEAP

Federal heating grant administered by PA Department of Human Services, open November to April. Crisis component covers shut-off threats year-round.

Operation HELP

Hardship grant funded by PPL shareholders and customer donations. One application per 12 months; no income cap, but financial-need documentation required.

Enroll by calling PPL's Payment Assistance line at 1-800-358-6623 (Mon to Fri 7 a.m. to 8 p.m.). If PPL refuses a reasonable plan, file a free complaint with the PA PUC at 1-800-692-7380; the PUC blocks the shut-off while the complaint is reviewed.

Temporary disconnect for construction or renovation

Roof tear-offs, service-entrance upgrades, panel swaps and heat-pump installs frequently require PPL to pull the meter and de-energize the service drop. Schedule it with PPL before the contractor arrives.

  • 1Call PPL at 1-800-342-5775 (Mon to Fri 8 a.m. to 5 p.m.) at least 5 business days before the work date. Briefly describe the job; PPL routes you to the scheduling team.
  • 2Confirm the appointment window. PPL gives a 4-hour window. The technician removes the meter, the contractor does the work, and the inspector signs off.
  • 3Re-energize after inspection: PPL receives the Underwriter's Certificate electronically and dispatches a meter-set tech within 5 business days, often the same day for simple jobs.
  • 4No charge for the disconnect, the reconnect or the meter-set when the request is part of an approved work order. Account remains open and is not back-billed.

Never let a contractor cut the meter seal or pull the meter themselves. It is a tariff violation, voids the inspection, and can result in a permanent service shut-off.

Safety and tampering: when PPL can shut off without notice

Chapter 56 carves out narrow grounds for an immediate disconnect: situations where notice would create a hazard or defeat the purpose. PPL must still leave a written explanation at the premises.

Grounds for immediate PPL disconnect
Reason Notice required? Reconnect path
Imminent safety hazard (downed line, fire risk) No Fix the hazard, get a re-inspection, PPL re-energizes.
Meter tampering or diversion No Pay the diverted-energy charge + tampering fee + deposit, accept access.
Fraud or false statements to obtain service Yes (3 days) Reapply with correct identity and pay any unpaid balance.
Refusing PPL access to read or check the meter Yes (written, 10 days) Grant access; PPL reconnects within 24 hours.
Unpaid security deposit Yes (written, 10 days) Pay deposit; PPL reconnects within 24 hours.
Dishonored payment used to avoid disconnect No Settle balance in certified funds + reconnect fee.

Source: 52 Pa. Code §56.71 and §56.81 through 56.83. Tariff fees subject to change at PPL's next rate case.

Frequently asked questions

Can PPL shut me off the day my notice expires?
Only if all four timing windows allow it: the day is not a Friday after noon, weekend, holiday or day before a holiday; the forecast is between 32°F and 95°F for the next 24 hours; if winter (Dec 1 to Apr 1) the household is not income-qualified; and PPL completed the 3-day second contact attempt. If any of those fail, PPL must wait until the next valid day. The 10-day notice itself is valid for 60 days, so PPL does not need to re-issue if the date slips.
What is the PA winter moratorium exactly?
Chapter 14 bars residential disconnections for households at or below 250% of the federal poverty level between December 1 and April 1. PPL must accept the customer's self-certification of income at the time of the shut-off threat (PPL can later verify). Above 250% FPL the moratorium does not apply, but the 32°F temperature rule still does.
What if my service was disconnected and I cannot afford to pay the full balance?
Call PPL's Payment Assistance line at 1-800-358-6623 and ask for a Restoration Payment Agreement. Chapter 14 entitles a confirmed low-income customer to reconnect on a 5-year amortization at no down payment. Above 150% FPL the terms tighten (typically up to 18 months, with a partial down payment).
How fast does PPL reconnect after I clear the balance?
Within 24 hours of clearing the balance, deposit and reconnect fee, per Chapter 14. PPL typically reconnects the same business day if you settle in the morning. After-hours reconnects are available for an extra fee (around $70 vs. $22 standard).
Can a competitive supplier disconnect me?
No. Only PPL, the distribution utility, can physically disconnect electric service in PA. If you do not pay your competitive EGS for the supply portion, the EGS can drop you back to PPL's default PTC but cannot shut your lights off. PPL still disconnects only for the wires/delivery portion or a combined unpaid balance.
Where do I file a complaint about a wrongful shut-off?
File a free informal complaint with the PA PUC Bureau of Consumer Services at 1-800-692-7380 or online at puc.pa.gov. The PUC orders PPL to keep service on while the complaint is being investigated, typically within 30 days.
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