Understanding your bill

Understanding your bill

We understand that your electric bill is a primary part of your monthly expenses and it’s important to us to deliver safe, reliable electricity to your home at a fair price.

We’d like to clear up a few misconceptions about your bill. For starters, each section reflects different aspects of how electricity gets delivered and used. And we only have direct control of about half of these charges.

Check it out:

Myth #1 

PPL Electric doesn’t care when customer bills increase. 

Fact 

Customers are understandably concerned about higher bills, and we’re concerned too. While we can’t control market trends, we can empower you with the tools, resources and information needed to manage energy use and explore cost-saving opportunities. We are committed to operating efficiently and controlling the costs that we can while still ensuring reliable service for you.   

Myth #2 

PPL Electric controls every part of the electric bill. 

Fact 

We don’t have direct control over approximately 50% of a residential bill. This portion includes energy supply costs, regulated charges and taxes. If you don’t shop for a third-party electricity supplier, we purchase power for you and pass on the cost of generation supply without markup. We don’t profit from supply costs. 

The other half of the bill is within our control, which includes the costs to maintain the poles, wires and equipment that deliver electricity to your home or business via the distribution grid. This portion is regulated by the Public Utility Commission (PUC) and varies according to how much electricity you use.  

Myth #3 

PPL Electric benefits from Price to Compare increases.  

Fact 

We do not profit from these increases. The energy supply costs included in the Price to Compare are passed through, without markup, to customers who do not shop for a third-party supplier. Our Price to Compare is fixed for six months and changes twice per year on June 1 and December 1. 

When the Price to Compare increases, it is based on increases in the energy supply market which is outside of our control.  

Myth #4 

There is nothing I can do about my high bills. 

Fact 

We offer a wide range of tools and programs designed to help you manage energy costs and keep monthly bills as predictable and reasonable as possible.  

  • Making bills more predictable and affordable with budget billing, payment plans and due dates to fit your schedule. 
  • Saving energy used at home or work through no-cost and low-cost energy saving programs and products.  
  • Providing bill assistance or support programs if you need help paying your bill, regardless of your income.  
  • Shop for a competitive supplier: Compare offers from third-party suppliers. Visit the PUC’s papowerswitch.com. 

Access these resources and more in one convenient place at pplelectric.com/SeasonalSavings. 

Highlighting an important role on our Customer Service Team

Highlighting an important role on our Customer Service Team

Customer Service Week is a time to recognize the heart of our customer experience— our Customer Service Representatives (CSRs) and Associates (CSAs).  

So far this year, we have received over 7.4 million customer interactions across various channels. Of these interactions, 1,183,980 were calls answered by our dedicated representatives.  

These frontline employees are essential to our operation, caring for customers and resolving issues with compassion, patience and professionalism day in and day out. 

To conclude this year’s National Customer Service Week, we’d like to highlight a specific role that requires lots of knowledge and experience.  

Our team of Senior CSRs bridge the gap between supervisors and associates, helping each other and customers simultaneously. They offer their peers support on complicated issues and reinforce processes when they’re unsure how to handle a particular scenario. They also speak directly with customers on complex problems, even calling them back personally to follow-up. 

Meet two of our Senior CSRs! 

 

 

 

 

 

Dana is from the Lehigh Valley and has worked at PPL Electric for 25 years! When speaking with our customers, she strives to resolve their issues, while demonstrating genuine empathy and care. 

 

 

 

 

 

 

Val is from our Scranton area and has worked at PPL Electric for 37 years! She takes pride in listening to customers’ concerns and offering actionable solutions. She especially enjoys providing assistance to our elderly callers.  

We truly appreciate Dana and Val’s tenure and commitment to our customers. Whether you’ve had the pleasure of speaking with them over the phone, or one of our other dedicated representatives, we hope your questions were answered and you enjoyed the interaction.  

Happy Customer Service Week to all those working in the service industry! 

Thanks to you, Pennsylvania now has 5,000 new trees!

Thanks to you, Pennsylvania now has 5,000 new trees!

A thank you from PPL Electric Utilities to customers that signed up for paperless billing during the month of April.Thanks to our environmentally conscious customers, Pennsylvania is now 5,000 trees richer!

Back in April, we ran a campaign to encourage customers to sign up for paperless billing in celebration of Earth Month. The premise was simple, for every customer that enrolled in paperless billing during the month, we’d commit to plant a tree within one of the many communities we serve thanks to our Community Roots Program. And we’re happy to report that we’ll be planting 5,000 new trees across our service territory.

Mature trees can absorb more than 48 pounds of carbon dioxide from the atmosphere each year, according to the Arbor Day Foundation. Which means these trees — thanks to our customers — will grow up and absorb more than 240,000 pounds of carbon dioxide each year, the equivalent of removing approximately 26 gasoline-powered vehicles from roads annually. With just one small change, you’ve helped the environment in a big way. Thank you to everyone who went paperless in April!

Our Community Roots Program, which began in 2017, provides native trees and pollinator-friendly plants and seeds that enhance the environment and help beautify the region. Since the program began, we’ve distributed more than 132,000 trees, shrubs and native pollinator-friendly plants across eastern and central Pennsylvania.

Learn more about our Community Roots Program, and all our environmental efforts, at pplelectric.com/environmental. And, if you haven’t enrolled in paperless billing yet, sign up today at pplelectric.com/paperless.

 

Ten reasons to check out pplelectric.com

Ten reasons to check out pplelectric.com

Have you visited pplelectric.com recently?

Here are 10 reasons you should set up your online account today.

1) It’s easy: You can set up an online account at pplelectric.com/register in three simple steps.

2) It’s mobile: The site is built for your mobile device, so managing your account is easier than ever on any phone, tablet, or laptop.

3) It’s convenient: With the site’s enhanced self-service areas, you can make everyday transactions without picking up the phone.

4) Pay your bill: Make a one-time payment or set up automatic payments, all in a few clicks.

5) Get bill help: Once logged in, you can answer a few questions to get customized payment assistance options.

6) Go paperless: Save money and time – and help the planet – by signing up for paperless billing.

7) Manage your energy use: Track your electricity use over time so you can take charge of your energy use.

8) Get moving: At pplelectric.com/moving you can start, stop, or transfer your electric service up to 40 days before you move.

9) Shop for supply: Find tips and tools to help you choose the electricity supplier that offers the price and service that’s right for you.

10) So much more: On pplelectric.com you can report and check on an outage, explore our energy efficiency programs and rebates, learn more about electrical safety and more.

Don’t wait. Set up your online account at pplelectric.com today!