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In order to serve you better, please select your Dominion Energy location services.
In order to serve you better, please select your Dominion Energy location services.
In order to serve you better, please select your Dominion Energy location services.
Learn more about your customer rights and responsibilities
Thanks for being a Dominion Energy customer. We appreciate you and the positive business relationship we share. To maintain this good relationship, both Dominion Energy and its customers must clearly understand their options, rights and responsibilities. This is especially important when it comes to things like bill payments, fees and charges, service disconnection and customer concerns or complaints.
Dominion Energy will send you a monthly statement showing all charges. An explanation of all items on the bill is included with each statement. Payment is due within 22 days of the billing date shown on the statement.
For more information, call Dominion Energy at 800-323-5517 or go to DominionEnergy.com.
Customers may request their monthly gas bills be automatically deducted from their banking accounts. This convenient service ensures your gas bill is paid on time each month, and it saves time and postage.
Budget Billing helps customers avoid the seasonal swings and makes your bill more predictable. Your monthly payment with Budget Billing is based on your billing history and is periodically adjusted to account for your actual gas usage and the cost of natural gas. If your usage is higher or lower than expected, or if there has been a significant rate change, we adjust your payment for the coming year to keep your account in balance.
Customers' meters are read monthly – some electronically, others manually. As a customer, you are responsible for permitting Dominion Energy personnel safe access to your safe meter. If we cannot obtain information about your actual gas usage, we will calculate your bill based upon past usage.
There are two options:
In most cases, Dominion Energy does not require a security deposit from residential customers. However, deposits are required if your identity cannot be validated, upon the filing of bankruptcy, when service is obtained fraudulently or without authorization or when the customer has an outstanding debt with a collections agency. If natural gas service is shut off for nonpayment, a security deposit may be charged before service is reinstated.
If a deposit is required, the amount will be the greater of the highest bill over the past 12 months at the residence, or $125. Security deposits can be paid in three monthly payments. The first payment must be made before service is established or before the deposit's past-due date. The deposit, with interest, is refunded to the customer after a good credit history has been maintained for one year. If a customer discontinues gas service, the deposit plus interest is applied.
To read your gas meter, use only the four larger dials (the smaller dials are used for testing purposes only). Starting on the left-hand side, write down the lowest number the hand of each dial has passed. For example, the dials, shown in Example A, indicate 2, 5, 3 and 6.
Example A
To determine the amount of gas you have used since the last time your meter was read, we subtract the previous month’s meter reading from the current reading. If you suspect your meter is not recording gas usage accurately, please call us so we can check it.
If you want to discontinue your gas service, please call or use our online self-serve application at least three working days before you want your service shut off. We will do our best to accommodate your schedule. If we cannot shut off your service on the day you request, we will do so within four working days of the requested date. If the owner of a rental property requests service shut off, we will leave notice advising the tenants or occupants of the request.
If you have difficulty paying your gas bill, please contact us as soon as possible so we can help you make a credit arrangement, such as our Deferred Payment Agreement. We also have information about possible sources of financial assistance.
Dominion Energy may terminate a customer’s gas service if:
Dominion Energy will send the customer a termination notice at least 10 calendar days before action is taken to shut off service for nonpayment. Included with the notice is a brochure explaining steps the customer can take to prevent service shut off and information about possible sources of financial assistance.
If service termination is scheduled for a rental property, Dominion Energy will send the termination notice to the rental-property owner as described above, and post a shut-off notice in an obvious location at the rental property five days prior to the proposed shut off to inform the tenants.
At least 48 hours prior to the time when service shut off is scheduled, we will make a good-faith effort to notify the account holder or another adult member of the household, by mail, telephone or personal visit.
Dominion Energy will not shut off service for nonpayment if:
If you are unable to pay your gas bill because of a member of your household has a serious illness or infirmity requiring continued natural gas service, service shut off may be delayed for up to 30 days if you provide a doctor’s statement verifying the medical need for continued service.
Call Dominion Energy for an application. A medical verification prevents service shut off for a limited time; customers who qualify are still responsible to pay for all gas service received.
The Public Service Commission of Utah has established rules about utility consumer/company relationships. These rules cover payment of bills, late charges, security deposits, handling complaints, service disconnections and other matters. These rules assure customers of certain rights and outline customer responsibilities.
The following is a summary of issues that may be important to you, as a consumer. For more information about any of these rights and programs, call Dominion Energy or visit our website at DominionEnergy.com.
Dominion Energy will:
You, the customer, will:
If you are one of the few customers who owns underground natural gas piping, Dominion Energy reminds you to check it for corrosion or other damage.
In almost all cases, Dominion Energy's system ends at the meter. The piping beyond the meter belongs to the customer. You are ultimately responsible for periodically maintaining your own piping to prevent hazards that can result from corrosion and/or leakage.
If you own buried natural-gas piping, follow these steps to keep it safe:
Repairs should be made as soon as unsafe conditions are found. If you own underground natural gas piping and need to arrange to have it located, inspected, repaired, or protected against corrosion, call a licensed plumber or heating contractor.
If you have a dispute or concern with your gas bill, please contact Dominion Energy to resolve it.
If you are not satisfied with Dominion Energy’s resolution, you may obtain an informal review of the dispute by calling the Utah Division of Public Utilities Complaint Office.
Utah and Idaho customers may contact the Public Service Commission at 160 E. 300 South, Salt Lake City, UT 84111. The telephone number is 801-530-7622, or call toll-free statewide at 800-874-0904.
Dominion Energy will not shut off your gas service for nonpayment if the commission informs the company that you are trying to resolve a concern about your bill, as long as you pay the undisputed portion of the bill.
We offer a variety of services that may benefit customers with special circumstances.
Dominion Energy will send a copy of any shut-off notice to a third party designated by a customer (i.e., friend, relative, clergy person, public agency, etc.). We also will make a reasonable effort to contact the third party before shut off occurs.
The third party is not responsible for paying the bill. However, this party may be able to help the customer make arrangements to avoid service termination.
Dominion Energy offers excess flow valves (EFVs), which automatically reduce the flow of gas if a customer or contractor accidentally breaks a line while digging. For more information about this service as well as other business policies, natural gas safety and additional services we offer, please call us or visit our website at DominionEnergy.com.
We are committed to satisfying our customers’ needs. If you ever have a concern or complaint about your natural gas service or your bill, please contact Dominion Energy so we can help you resolve it. We promise to investigate your concern promptly and report the result to you. Any corrective action needed will be completed as quickly as possible.
For customer service, please call 800-323-5517, Monday through Friday, 7 a.m. to 6 p.m.
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