The Pennsylvania Public Utility Commission released the results of a detailed Management and Operations Audit of the PPL Electric Utilities Corporation.
The findings release Thursday includes 19 recommendations for improving operations at PPL.
PPL serves approximately 1.5 million customers in 29 counties across eastern and central Pennsylvania.
The Commission voted 5-0 at Thursday’s PUC public meeting to release the PPL Audit Report, along with the Implementation Plan that was submitted by PPL to address recommendations in the report.
As a follow-up to the audit report, the PUC will conduct a Management Efficiency Investigation of PPL, expected to begin in 2026.
A release from the PUC says there were widespread billing issues that impacted bills for nearly 800,000 PPL customer accounts during 2023.
Audit Report Recommendations
The PUC audit report includes recommendations that identify operational and service improvements that will benefit PPL customers, including several significant items:
The report released writes:
Reliability Issues – The audit notes that improvements are needed for PPL to consistently meet PUC standards for overall reliability, including the duration of average system interruptions and the duration of average customer interruptions. The company indicates it will explore new storm hardening efforts and other accelerated investments to minimize the impact of storms on PPL customers.
Repeated Power Interruptions – The audit raises concerns about the high level of individual customers experiencing multiple interruptions per year. PPL indicates that it is expanding/modifying its existing reliability programs to address customers experiencing the highest levels of multiple service interruptions and reduce other situations with multiple interruptions.
Customer Service Concerns – The audit report calls for improvements and strengthening of customer service performance considering a decline below historical and pre-pandemic performance levels. The PPL implementation plan includes investments in technology and the training of customer service representatives to better help resolve customer issues.
Increased Number of Long-Term Past-Due Accounts – The audit noted continuing concern about customers with payment difficulties, with the number of accounts more than 120 days past-due still higher than pre-pandemic levels – along with a spike in those arrearages in conjunction with PPL’s widespread billing issues in 2023. PPL’s implementation plan includes continued outreach to customers with delinquent balances and enhanced efforts to use assistance resources to help income-qualified customers reduce arrearages.
To see the entire report, click here.