PPL Electric Utilities Universal Service Programs

General Information:

Where To Call?

You may directly ask about and apply for PPL’s Low Income Programs by calling 1-800-342-5775.

What Are The Names Of PPL’s Programs?

OnTrack – Customer Assistance Program
WRAP (Winter Relief Assistance Program) – Low Income Usage Reduction Program
CARES (Customer Assistance and Referral Evaluation Services)
Operation Help – Hardship Fund

How Can These Programs Benefit Me?

OnTrack lowers your monthly bill based on the amount of your household income.

WRAP helps reduce household 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 OnTrack Program

What are the actual benefits I can get in OnTrack?

Reduced monthly payments:

As an OnTrack customer, you will receive a sizeable discount on your ongoing energy usage. Your new bill will be either at a discounted rate or based on 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 OnTrack 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 OnTrack 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 OnTrack program for failing to pay your OnTrack 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 OnTrack 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 OnTrack payment in full and on time each month.

If you meet all your OnTrack payments, you may be able to clear your past debt in from 1 to 3 years, depending on the size of your debt.

How do I know if I am eligible for OnTrack?

You are eligible for OnTrack if you have household income at or below 150% of the Federal poverty income guidelines (click here to view a table with the Federal poverty income guidelines).

You must have some source of income, and you must have defaulted on at least one payment arrangement in a 12-month period.

What are my responsibilities to get into and stay in OnTrack?

You must contact PPL at 1-800-342-5775 to apply for OnTrack.

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 OnTrack bill on time and in full each month.

OnTrack participants must also apply for the LIHEAP program and for WRAP.

You must conserve energy and keep your electric use at or below usage when you enrolled.

Can I be removed from OnTrack?

If you do not make your OnTrack payment on time and in full, termination procedures may be started.

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.

There is a yearly limit on benefits through OnTrack. If you use too much electricity, PPL may either increase your OnTrack payments or remove you from the program.

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

Yes. To be reinstated in the program, you must pay all of your missed OnTrack bills and still meet enrollment criteria.

The WRAP Program – Low Income Usage Reduction Program

What is WRAP?

PPL’s WRAP program helps households with high electric use levels conserve energy, increase comfort, 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 to view a table with the Federal poverty income guidelines) and be at least 18 years of age.

Your residence must have its own electric meter and be your primary home. Both homeowners and renters are eligible.

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 at least 6,000 kWh annually.

You can call 1-800-342-5775 to find out if you qualify.

You do not have to have any overdue payments with PPL to qualify.

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 (e.g., the replacement of old appliances with new energy efficient ones; attic, floor, wall insulation; door and window weather-stripping). Measures installed will depend on the amount of electricity you use and the type of heating system and water heater.

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) to 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.

The CARES Program

The CARES program helps customers unable to pay their electric 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, or mental illness.

PPL does NOT have an income level requirement for CARES.

You can call 1-800-342-5775 to see if you qualify.

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.

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 $500 cash grant that will be paid directly to the utility or energy vendor on your behalf.

When can I request a grant from Operation HELP?

The program is open all year long.

If eligible, you may receive HELP assistance only once per year.

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 (http://rhls.org/pa-utility-law-project/pa-low-income-utility-assistance-programs/pulp-poverty-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 occupant.