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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 billing statement each month showing all charges. An explanation of all items on the bill is printed on the back of each statement. Payment is due within 20 days of the billing date shown on the statement.
There are various ways to pay your bill:
For more information, call Dominion Energy at 800-323-5517 or view our web page on ways to pay your bill.
Customers may request their monthly gas bills be automatically deducted from their banking account. This convenient service ensures your gas bill is paid on time each month, and it saves time and postage. Ask Dominion Energy to send you an application for this free billing service or register using our website.
We try to read customers’ meters every month. However, there are times meters are not read because of weather, locked gates, protective pets, etc. If we cannot gain access to your gas meter, we may leave an addressed, postage-paid post card that includes easy-to-follow instructions for reading your own meter. If we cannot obtain information about your actual gas usage, we will calculate your bill based upon your past usage.
In most cases, Dominion Energy does not require a security deposit from residential customers. However, deposits are required upon the filing of bankruptcy, when service is obtained fraudulently or without authorization, when service is shut off for nonpayment or when the customer has an outstanding debt with a collection agency.
If a deposit is required, the amount will be equal to two times the highest bill over the past 12 months at the residence. 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 the account balance, and any excess is refunded to the customer. No interest is paid on any refunded or applied deposit if it is held less than six months.
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 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 us 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 to advise the tenant or occupants of the request.
If you have difficulty paying your gas service bill, please contact us as soon as possible so we can help you make credit arrangements 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 for these reasons:
Dominion Energy will send the customer a termination notice at least seven 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 a rental-property owner is the past-due account holder of a rental unit, Dominion Energy will post a shut-off notice at the rental property in an obvious location 15 days prior to the proposed shut off.
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 a customer is shut off for nonpayment, a $25 reconnection fee will be required before service is restored.
If you are unable to pay your gas service bill because of a medical emergency in your home, service shut off may be delayed for up to 30 days if you provide a doctor’s statement verifying the medical emergency. 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 Wyoming 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 search for more information on our website.
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 most cases, Dominion Energy’s system ends at the meter. The piping beyond the meter belongs to the customer. Customers are ultimately responsible for periodically maintaining their 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 checked, call Dominion Energy.
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 Wyoming Public Service Commission.
Wyoming customers may contact the Commission at 2515 Warren Avenue Suite 300, Cheyenne, WY 82002. The telephone number is 307-777-7427.
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.
Customers who have a serious, long-term medical condition that requires using life-support equipment—an iron lung, respirator, dialysis machine or oxygen—should contact Dominion Energy to have their account identified as having life-support needs.
To qualify, call Dominion Energy and request an application. You and your doctor should complete the form and return it to Dominion Energy. Customers who qualify for this program are still responsible to pay their gas service bills.
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 assist the customer in making 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 view the information available elsewhere on our website.
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.
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