Assistance & Service Programs

Do you need help with your electric bill? Review these programs for the solution that works best for you:

Convenient ways to pay your bill

We offer a variety of convenient billing and payment options, including the following programs. Review this website or contact us for more information:

Online Bill Payment
You can pay your electric bill anytime on our website at www.penelec.com. Just register your account and follow the prompts. Your payment is safe, secure, and convenient.

Checkless Payment Plan
Our Checkless Payment Plan automatically deducts your payment from your checking or savings account every month. You don't have to worry about writing checks, buying stamps, or losing your payment in the mail. Learn more about our Checkless Payment Plan.

Average Payment Plan
Average Payment Plan (APP) offers you the convenience of making consistent monthly payments and avoiding the normal seasonal highs and lows in your electric bills.

As an APP customer, your monthly bill amount is calculated based on the recent twelve month usage history and may adjust with each meter reading. Anniversary billing prevents you from having to pay a lump sum at the end of the twelve month period by taking the remaining account balance or credit and dividing it over the next 12 average payment plan bills.

There is no charge to be an APP customer, but if you decide to return to standard billing, contact us via our web form or call us.  Click here to learn more about the Average Payment Plan

Extended Due Date
If you are at least 60 years old and receive a Social Security or pension check, or if you receive disability assistance, and your electric bill is usually due just before your monthly benefit check comes, we can extend your payment due date until after your check arrives.

Extended Payment Plan
If conditions make it difficult to pay your electric bill on time, we can arrange an extended payment plan. This maintains service while you make payments more suited to your financial situation.

Military Deferred Payment Program 1-800-736-3404
This program is designed to assist customers who are having financial difficulties because their family members have been called to active military duty. Customers participating in the program may elect to defer paying either all or part of their monthly electric bill. When the family member in the military service returns home, the account will be reviewed to determine payment arrangements for the balance owed.

Customers who have switched to an alternative generation supplier may defer the charges paid to their supplier only if that supplier offers a deferred payment program. If a supplier does not offer a deferred payment program, the supplier charges must be paid each month.

Help paying your bill

Call the numbers associated with each of the following programs for further information:

Low Income Payment and Usage Reduction Program (LIPURP)
1-800-207-1250 Monday through Friday 8:00am to 4:30 pm

LIPURP helps residential customers maintain electric service and eliminate their past-due balance. LIPURP offers a reduced bill that is based on a percentage of income and debt forgiveness. Debt forgiveness credits are applied directly to participants' electric service accounts in recognition of payments that are paid in-full.

The goals of LIPURP are to:

  • Improve ability to make a payment
  • Reduce consumption of electricity (eligible CAP customers must participate in West Penn Power’s LIURP program)
  • Reduce electric account debt

    LIPURP is administered by Dollar Energy staff. There are household income requirements and other program qualifications.

Low-Income Home Energy Assistance Program (LIHEAP)
LIHEAP is a federally funded grant program administered by the Commonwealth of Pennsylvania through its network of local county assistance offices. LIHEAP provides customers help with paying winter heating bills, and occasionally summer cooling bills. LIHEAP funds may be used to pay an electric bill even if electricity is not the main source of heat. There are household income requirements for this program. LIHEAP has two components:

  1. CASH provides a cash payment directly to the utility, to be applied toward bill reduction if certain guidelines are met.
  2. CRISIS provides a grant to help avoid shut off of electric service, which resulted from over-due bills. This grant also can be used to restore service shut off during the winter months.

Customer Assistance & Referral Evaluation Services Program 
1-800-207-1250
CARES provides assistance on a short-term basis to payment-troubled residential customers. Based upon the circumstances, company representatives make referrals to social agencies and provide information on appropriate company and/or external programs.

CARES is open to:

  • Any customer 60 years of age or over
  • A handicapped or disabled person
  • A seriously ill person
  • A family with a seriously ill family member who resides in the household

Dollar Energy Fund
www.dollarenergy.org or 1-800-683-7036
The Dollar Energy Fund is an emergency hardship fund designed to help residential customers who have suffered a recent financial hardship and need temporary help in paying their electric bill. Program funding is provided by West Penn Power customers and FirstEnergy shareholders. The distribution of funds is administered by community-based organizations throughout West Penn’s service territory.


Special assistance programs - medical needs, notifications, weatherization and education 

Contact us for information about the following programs:

Critical Customer Care Program
The Critical Customer Care Program identifies customers who use certain electrically operated life sustaining medical equipment in their home. The program helps customers - for whom a service interruption could be immediately life threatening, or would make operation of necessary medical or life supporting equipment impossible or impractical - prepare for planned and unplanned power outages. Please call us if someone in your home uses this type of medical equipment.

Medical Certification
Customers with severe health problems may have a licensed physician certify in writing that a termination of electric service would be especially dangerous.  The medical certification will postpone the termination of electric service for 30 days.  The certification is designed to provide the customer with additional time to pay their past-due balance.  The customer is still responsible for the past-due amount and will be given the opportunity to pay the balance in monthly installments.

Third Party Notification
Select a third party (a friend, relative, clergy, or social service agency) to be notified, along with yourself, if your electric service is about to be disconnected. The third party is not obligated to pay overdue bills, but can remind you of pending disconnection and help you make payment arrangements.

WARM Program - Low Income Usage Reduction Program (LIURP)
The WARM Program can help low-income customers’ lower electric bills and keep their homes more comfortable in the winter and summer months.  It is available to homeowners and renters with landlord approval. 

Customers participating in WARM:

  • Receive an in-home energy evaluation
  • Work with a trained energy educator to create an energy-savings plan
  • Have the opportunity to receive the following energy-saving items installed in the home:
    • Caulking and weather-stripping
    • Refrigerator/freezer testing and possible replacement
    • Electric water heater inspection
    • Energy-saving light bulbs

The specific improvements that you are eligible to receive will be determined during your home energy evaluation.  No payment is required for these installations/services.

There are household income requirements and electricity use requirements. Call to see if you qualify at 1-800-207-1250 Monday through Friday 8 a.m. to 4:30 p.m. and ask for the WARM program, or click here for more information and an application.