Pennsylvania Code & Bulletin

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The Pennsylvania Code website reflects the Pennsylvania Code changes effective through 54 Pa.B. 1806 (March 30, 2024).

52 Pa. Code § 59.97. Customer dispute procedures.

§ 59.97. Customer dispute procedures.

 (a)  When a customer contacts an NGDC or an NGS and alleges that the customer’s NGS has been changed without consent, the company contacted shall:

   (1)  Consider the matter a customer registered dispute.

   (2)  Investigate and respond to the dispute consistent with the requirements in § §  56.151 and 56.152 (relating to utility company dispute procedures).

 (b)  When the customer’s dispute has been filed within the first two billing periods since the customer should reasonably have known of a change of NGSs and the dispute investigation establishes that the change occurred without the customer’s consent, the customer is not responsible for NGS charges rendered during that period. If the customer has made payments during this period, the company responsible for initiating the change of supplier shall issue a complete refund within 30 days of the close of the dispute. The refund or credit provision applies only to the natural gas supply charges.

 (c)  A customer who has had a NGS changed without having consented to that change shall be switched back to the original NGS for no additional fee. Charges involved in the switch back to the prior NGS shall be the responsibility of the company that initiated the change without the customer’s consent.

 (d)  If a customer files an informal complaint with the Commission alleging that the customer’s NGS was changed without the customer’s consent, the Bureau of Consumer Services will issue an informal decision that includes a determination of customer liability for any NGS bills or administrative charges that might otherwise apply, rendered since the change of the NGS.

 (e)  In addition to customer-specific remedies, the Commission may, after investigation and decision, assess fines under 66 Pa.C.S. Chapter 33 (relating to violations and penalties), and initiate proceedings to revoke the license of any NGS that demonstrates a pattern of violating this chapter. The Commission may order a particular NGS that has a pattern of violating this chapter to obtain written authorization from every new customer as a condition of providing service in this Commonwealth. Nothing in this section limits the Commission’s authority.


   The provisions of this §  59.97 issued under the Public Utility Code, 66 Pa.C.S. § §  501, 504—506, 1301 and 1501.


   The provisions of this §  59.97 adopted July 7, 2000, effective July 8, 2000, 30 Pa.B. 3451.

Cross References

   This section cited in 52 Pa. Code §  111.6 (relating to discipline); 52 Pa. Code §  111.7 (relating to customer authorization to transfer account; transaction; verification; documentation); and 52 Pa. Code §  111.13 (relating to customer complaints).

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