Duquesne Light Customer Care: A Complete, Practical Guide

Duquesne Light Company (DLC) delivers electric service to more than 600,000 customers across the Pittsburgh region, primarily in Allegheny and Beaver counties. Customer care at DLC spans start/stop service, billing and payments, outage support, energy assistance, and help navigating Pennsylvania’s retail electric market. This guide brings together the details you’re most likely to need, with specific steps, timelines, and regulatory context so you know exactly what to expect.

All online self-service starts at the official website: https://www.duquesnelight.com. Most routine requests—such as starting or stopping service, updating contact preferences, reporting an outage, or setting up AutoPay—are faster online than by mail or in person. For in-person correspondence or corporate mailings, the company’s downtown address is Duquesne Light Company, 411 Seventh Avenue, Pittsburgh, PA 15219.

How to Reach Customer Care

DLC’s web portal (“My Account”) is the quickest way to manage service, payments, and outages without waiting on hold. Create or sign in to your account at https://www.duquesnelight.com/my-account to access your bill, enroll in paperless billing or AutoPay, and set up alerts. For life-threatening emergencies such as a fire or a downed power line sparking on the ground, call 911 first, then report the hazard to DLC via the outage/safety page.

If you prefer to speak with someone, check the phone number printed on your most recent bill or on your My Account page for the line that routes you fastest based on your account type (residential, small business, or large commercial). Customer care lines typically observe business hours on weekdays, while outage reporting and wire-down safety lines are available 24/7. Pennsylvania Telecommunications Relay Service users can dial 711 for TTY/TRS. For regulated complaints you’re unable to resolve with DLC, the Pennsylvania Public Utility Commission (PA PUC) Consumer Services line is 1-800-692-7380, and the website is https://www.puc.pa.gov.

• Website and account management: https://www.duquesnelight.com and https://www.duquesnelight.com/my-account
• Outages and safety (map, reporting, estimated restoration): https://www.duquesnelight.com/outages-safety
• Address for corporate correspondence: Duquesne Light Company, 411 Seventh Avenue, Pittsburgh, PA 15219
• PA PUC Consumer Services (unresolved complaints): 1-800-692-7380, https://www.puc.pa.gov
• Call 811 before you dig (PA One Call): 811, https://www.paonecall.org

Start, Stop, or Transfer Service

Plan ahead whenever possible. For a smooth move-in, submit your start-service request at least 3 business days before the date you need power on. You can request a start date up to 30 days in advance via My Account or the online start/stop form. Be ready to provide your service address, Social Security number or other ID, preferred start date, and a working phone number and email for outage and billing alerts.

Stopping or transferring service is similar: schedule your stop date at least 3 business days ahead, and provide a final mailing address for your last bill and any deposit refund. Landlords can request continuous service to avoid disconnections between tenants. If you’re a tenant moving within DLC’s territory, a transfer (rather than a stop plus start) can reduce deposit and identity verification friction, provided the accounts are in the same name.

Deposits, Credit Checks, and Identity Verification

As permitted by the PA PUC, DLC may require a security deposit for new residential service if you do not meet established credit standards or have prior delinquency. For residential customers, any deposit is capped at two months of estimated usage (i.e., 2/12 of projected annual bills). If a deposit is required, Pennsylvania rules allow payment in installments—commonly in three parts billed alongside your first three invoices—so you do not have to pay the entire deposit upfront.

Customers enrolled in a qualified Customer Assistance Program (CAP) or who provide acceptable credit references may have the deposit waived. When identity verification flags occur (e.g., a mismatch in SSN or driver’s license), DLC may request additional documents before connecting service. Respond promptly to avoid delays in your start date.

Billing, Rates, and the Price to Compare

Your DLC bill has two major components: distribution (DLC’s regulated charges to deliver electricity to your home) and generation/supply (the cost of the electricity itself). You may buy supply from DLC at its default service rate or shop for a competitive supplier at Pennsylvania’s official comparison site, https://www.papowerswitch.com. The “Price to Compare” (PTC)—DLC’s default supply rate—changes periodically, typically each quarter, and is expressed in cents per kilowatt-hour (¢/kWh).

Example calculation: if your monthly usage is 750 kWh and the current PTC were 10.00¢/kWh, your supply portion would be $75.00 before taxes and fees, plus DLC’s distribution charges shown on your tariff line items. If you select a competitive supplier, compare their fixed or variable ¢/kWh to the current PTC and verify contract length, early termination fees, and whether the offer includes renewable content. Always confirm the effective date so you know which rate will apply to your next bill.

Payments, Fees, and Due Dates

DLC supports multiple payment methods: bank transfer via My Account (no fee), AutoPay from checking/savings, one-time credit/debit card payments processed by a third-party vendor (a convenience fee may apply and is disclosed at checkout), check by mail, and cash payments at authorized retail locations. Online bank payments typically post the same or next business day; mailed checks may take 3–5 mail days plus processing time. Always allow extra time around holidays.

Due dates are printed on each bill and are usually around 20–23 days after the bill issue date. In Pennsylvania, utilities may assess a late payment charge of up to 1.5% per month on overdue balances. If you anticipate difficulty paying, contact DLC before the due date to discuss budget billing, payment arrangements, or assistance programs—doing so early can prevent collections or termination notices and may preserve eligibility for certain protections.

Outages, Restoration, and Safety

For outages and downed wires, use the outage map and reporting tools at https://www.duquesnelight.com/outages-safety. Provide a mobile number and email in My Account so you can receive real-time updates and estimated restoration times (ETRs). If you or someone in your home depends on electrically powered medical equipment, notify DLC and your healthcare provider about medical certification options that can provide temporary shutoff protection and prioritization in communications during widespread events.

Safety first: treat every downed line as energized, keep at least 30 feet away, and call 911. Never attempt to remove tree limbs from lines or move a downed wire yourself. For planned work on your property that involves digging—fence posts, landscaping, tree planting—call 811 at least three business days before you dig so underground utilities can be marked at no cost.

Assistance, Protections, and Programs

Pennsylvania’s consumer protections are robust, particularly during the winter heating season (generally December 1 through March 31) and for households facing medical or financial hardship. If you receive a termination notice, contact DLC immediately; under 52 Pa. Code Chapter 56, many customers are entitled to payment arrangements based on income, with specific rules for timing, down payments, and installment length. Customers with a Protection From Abuse (PFA) order or valid medical certification may qualify for additional, time-limited protections.

• Customer Assistance Program (CAP): Income-based monthly payment and potential debt forgiveness for eligible households; ask DLC to screen your account.
• Budget Billing: Evens out seasonal usage by averaging charges over 12 months and periodically “truing up.”
• LIHEAP (Low-Income Home Energy Assistance Program): State cash grants for heating bills; application season typically opens in fall. See https://www.dhs.pa.gov/Services/Assistance/Pages/LIHEAP.aspx.
• Dollar Energy Fund Hardship Grants: One-time grants for eligible customers in crisis; details at https://www.dollarenergy.org.
• Energy efficiency and rebates: DLC’s Watt Choices programs can help reduce usage through audits, rebates, and incentives; see DLC’s “Save Energy” pages for current offers.

Shopping for Supply and Avoiding Bill Surprises

When choosing a competitive supplier, confirm: the all-in ¢/kWh rate, whether it is fixed or variable, contract length (in months), any monthly account fees, and early termination fees. Pennsylvania suppliers must provide a disclosure statement; keep a copy and set a calendar reminder 30 days before the term ends so you can renew or switch without rolling to a higher variable rate.

Regularly compare your active supply rate to DLC’s current Price to Compare at https://www.papowerswitch.com. If your supplier’s rate drifts above the PTC, you can often switch back to DLC’s default supply without a fee, effective on your next meter read. Always verify any minimum term commitments before changing.

Small Business and Landlords

Small business customers can use My Account to authorize staff access, download usage data, and manage multiple premises. If you are tax-exempt, upload your exemption certificate to ensure proper handling. For demand-sensitive operations, review interval data to identify load-shifting opportunities or discuss options with your energy advisor or supplier to align pricing with your usage profile.

Landlords can request a landlord service agreement to keep power on between tenants and avoid reconnection delays. Provide prompt notice of tenant move-ins/outs and maintain an up-to-date mailing address for interim bills. For multi-unit properties, ensure each unit has a clearly labeled meter to prevent misapplied usage and disputes during turnovers.

Final Tip

Most issues are easiest to resolve when you act early and document everything. Keep copies of notices and confirmations, use My Account for a timestamped record of requests and payments, and if a matter escalates, note dates, names, and case numbers. If a dispute remains unresolved after working with DLC, contact the PA PUC Consumer Services team at 1-800-692-7380 for next steps.