PPL Utilities' Universal Service Programs

General Information:

Where To Call?

You may directly ask about and apply for PPL’s Low Income Programs by calling 1-800-652-0550.

What Are The Names Of PPL’s Programs?

• On Track
• WRAP (Winter Relief Assistance Program)
• CARES (Customer Assistance and Referral Services)
• Operation Help

How Can These Programs Benefit Me?

• On Track lowers your monthly bill based on the amount of your household income.
  
• WRAP helps reduce household gas & electric use resulting in lower bills.
  
• CARES connects you to local social service agencies that can help you.
  
• Operation Help provides grants to stop shut-off or to reconnect service.

The On Track Program

What are the actual benefits I can get in On Track?

Reduced monthly payments:

• As an On Track customer, you will receive a sizeable discount on your ongoing energy usage. Your new bill will be either at a discounted rate or based as a percentage of your income. Since you will not be paying for your actual usage, you should have significant savings on your bill.

Freezing past debt:

• If you were not enrolled in the On Track program in the past, then when you enroll, your past debt will be frozen for a period of time based on the total amount of your debt. During this time, as long as you make your On Track payments on time and in full, PPL will not make collections on that past due amount and no fees will be applied against the debt.
  
• If you are removed from the On Track program for failing to pay your On Track bill in full and on time or your time period runs out, then PPL may begin collection on this amount.
  

Forgiving past debt:

• As an On Track customer, you will be eligible to have a portion of your debt forgiven each month as long as you pay a $5.00 co-payment and make your On Track payment in full and on time each month..

How do I know if I am eligible for On Track?

• You are eligible for On Track if you have household income at or below 150% of the Federal poverty income guidelines (click here for a table with the Federal poverty income guidelines).
  
• You must have some source of income, and you must have defaulted on at least on payment arrangement in a twelve month period.

What are my responsibilities to get into and stay in On Track?

• You must contact PPL at 1-800-652-0550 to apply for On Track.
  
• You must fill out an application and verify your income, as well as recertify this information at the company’s request.
  
• You must pay your On Track bill on time and in full each month.
  
• On Track participants must also apply for the LIHEAP program.

Can I be removed from On Track?

• Yes, you may be removed from On Track if you miss 2 payments in a row or are late on 3 payments in any 12 month period
• If your household income increases above the eligibility guidelines, or you do not provide the requested annual income information, or you do not comply with program guidelines, then you may be removed from the program.

Can I get back into On Track if I am removed from the program?

• Yes. To be reinstated in the program, you must pay all of your missed On Track bills.

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The WRAP Program

What is WRAP?

• PPL’s WRAP program helps households with high gas or electric use levels conserve energy and reduce monthly energy bills.

How can I qualify for WRAP?

• You must have household income of 200% or less of the Federal poverty income guidelines (click here for a table with the Federal poverty income guidelines).
  
• You must have lived in your residence for at least the past 9 months, and you may not have received WRAP services in the last 7 years.
  
• You must have electric heat and use 6000 kWh annually.

What are the actual benefits of WRAP?

• By participating in WRAP, you may reduce the amount of energy you use each month. This will most likely result in lower monthly bills.
  
• By participating in WRAP, you will receive a free home energy usage review, education to help you learn how to reduce your energy use, and the installation of energy conservation measures (i.e. the replacement of old appliances with new energy efficient ones).

What are my responsibilities as a WRAP participant?

• To receive services, you must agree to submit verification of your household income as part of the application process.
  
• As a participant, you must agree to allow a utility employee (or subcontractor) inspect your residence and perform an energy audit.
  
• You must also agree to allow a utility employee (or subcontractor) to inspect your residence one year after the conservation measures are installed. This allows the utility to determine if the conservation measures have been cost effective and helped you to reduce your energy consumption.

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The CARES Program

The CARES program helps customers unable to pay their gas bills due to a temporary hardship. The CARES program connects customers with resources located in their own community. These community resources then help the customer manage his/her problems.

How do I qualify for CARES?

• CARES is intended to help households that are experiencing temporary hardships, such as illness, recent job loss, abandonment by spouse, low-income elderly, or mental illness.
• PPL does NOT have an income level requirement.

What are the benefits to me of participating in CARES?

• Participants in CARES can receive free referrals to assistance agencies in the local community, such as a nonprofit organization or social service agency.
  
• Participants in CARES can receive referrals to other PPL Universal Services programs.
  
• Participants in CARES may receive special payment arrangements depending on their payment history and on their specific situation.
  
• Participants may qualify to receive CARES credits that can be used to help pay for service.

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Operation Help

The Operation Help program provides customers with cash assistance to help pay down their outstanding balances.

What are the benefits of applying for an Operation Help grant?

• By participating in Operation Help, you may receive up to a $200 cash grant that will be paid directly to the utility on your behalf.

When can I request a grant from Operation Help?

• The program is open all year long.

How do I qualify for an Operation Help grant?

• To qualify for Operation Help, generally, you must have household income of 200% or less of the Federal poverty income guidelines (click here for a table with the Federal poverty income guidelines). PPL does make exceptions to this rule in special circumstances.
• PPL also requires some additional circumstances that are preventing a household from paying for service, such as serious injury or illness, the presence of children in the household, an elderly customer.

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