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DISPUTE RESOLUTION
Q: How can I contact my Competitive Service Provider if I have a problem?
A: Your CSP’s phone number will appear on
your monthly bill. Your contract with a
Competitive Service Provider will have a notice
that, upon request, the CSP will provide you
with a copy of its dispute resolution procedure.
Q: What if I contact my CSP regarding my dispute and I am still not content?
A: If you contact the provider and they do
not resolve the dispute, you can contact the
State Corporation Commission's Division of
Energy Regulation for assistance with dispute
resolution.
Q: What are my rights as an energy customer?
Consumers have an obligation to inform
themselves of their rights and responsibilities
in order to enjoy the full benefits of a
competitive market. Most importantly, consumers
should thoroughly read any contract before
entering into an agreement with a Competitive
Service Provider.
Virginia consumers can expect and have a right
to ask for the following before making a
purchasing decision:
1. Accurate and understandable advertisements, solicitations,
marketing materials and customer service
contracts. The
information
must not be misleading.
2. A toll-free phone number to contact for additional information.
3. An estimated average annual price to help residential customers
comparison shop.
4. A statement of how to terminate service.
5. A statement disclosing contract prices and terms, including usage
requirements,
customer deposits, start up fees, cancellation fees,
or other charges.
6. An explanation of the "Customer's Right To Cancel" a contract,
without penalty, for up to 10 days after the
local distribution
company
sends a letter to a customer advising of a change
in providers.
7. Consumer choice to not release certain customer information to
marketers.
Virginia consumers are assured the following upon making a purchasing decision:
1. Delivery of a written contract containing all applicable prices,
terms,
and conditions.
2. The ability to verify the customer's decision to select a competitive
service provider.
3. The ability to substantiate, upon a customer's request, any claims
that an offer possesses unusual or special
attributes.
4. A deposit or pre-payment, if required, that does not exceed an
estimated three months' worth of service.
5. An explicit dispute resolution procedure upon request.
6. Toll-free numbers to call in case of a service emergency or for
customer service inquiries.
7. 60 days written notice if a competitive service provider decides to
terminate service to a customer class or to
abandon service within
the Commonwealth. 30 days written notice if there
are any changes
in the terms and
conditions of the contract. 15 days written
notice
is for nonpayment.
8. Confirmation, upon request, that the provider is licensed by the
SCC. The SCC will investigate consumer complaints
regarding
violations of the retail access rules.
Why is Virginia Energy Choice different than energy restructuring in California and Maryland?
Virginia is taking a careful approach to
establish an effective competitive market for
the generation of electricity. The overriding
principal is to ensure service reliability and
maintain reasonable prices.
Virginia's competitive energy supply market will
develop gradually. While the transition occurs,
electric rates are capped until December 31, 2010.
After that date, competition will determine the
price consumers will pay for electric supply.
The Virginia General Assembly approved the
Electric Industry Restructuring Act in 1999
following several years of study. Lawmakers will
continue to monitor Virginia's energy supply
market and, if problems arise, can modify
Virginia law as needed to advance competition.
Virginia has learned from California, Maryland and other
states that are further along in their efforts
to develop a competitive energy supply. The
Commonwealth wants to avoid their mistakes and
build on their successes.
As such, Virginia developed pilot retail choice
programs to test the new structure of the
marketplace. Virginia's electric utilities are
not being forced to sell off generating units.
Although generation assets may be spun off into
unregulated subsidiary companies, these power
plants are expected to remain available to meet
Virginia's growing need for electricity.
New power producers have also announced plans
for constructing several power plants in
Virginia. If built, these proposed new projects
could add another 6,000 megawatts of electricity
to the power grid.
When purchasing generation from the competitive
wholesale market, Virginia allows long-term
contracts to be signed to protect against price
volatility and ensure adequate supply for future
needs.
Clearly, no one can predict the future. But,
Virginia is confident it is taking a thoughtful
and responsible approach to electric industry
restructuring that will allow competition to
work as the General Assembly has directed.
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