What are public service utility companies allowed to do with unpaying customers?

Disconnecting Utilities

We’ll now shift to House Bill 906 and SB 480, which concern disconnection of service by a public utility for failure to pay. A public utility is one that’s owned and operated by a locality in Virginia.

Public utilities are restricted as follows from disconnecting residential customers for nonpayment of bills and fees:

• Electric utilities may not disconnect if, during the 24 hours following the scheduled disconnection, the temperature is forecast to be 32°F or below, or 92°F or higher.
• Gas utilities may not disconnect if, during the 24 hours following the scheduled disconnection, the temperature is forecast to be 32°F or below.
• Water and wastewater utilities may not disconnect if, during the 24 hours following the scheduled disconnection, the temperature is forecast to be 92°F or higher.
• National Weather Service forecasts must be used to establish predicted temperature ranges in the area where the customer is located.

  According to HB 906 and SB 480, no utility may disconnect a customer for nonpayment of bills or fees on any of the following days:

  • Fridays
  • Weekends
  • State holidays
  • Any day that falls before a state holiday

  Residential disconnections are also forbidden unless the customer’s account is 45 days in arrears.

  The bills require each subject utility to provide customers with a copy of its disconnection policy when service is established and when disconnection for nonpayment is scheduled. The policy must also appear on the utility’s website. All required notices must be in English and Spanish, and must include information about payment plans and energy assistance programs.

  Notices of nonpayment must be delivered by at least one of the following methods: mail, email, text message, phone call, or door hanger.