{"data":{"id":"us-va/20vac5-312-110","jurisdiction":"us-va","citation":"20VAC5-312-110","heading":"Dispute resolution","body":"A. A competitive service provider shall establish an explicit dispute resolution procedure that clearly identifies the process that shall be followed when resolving customer disputes.  A copy of such dispute resolution procedure shall be provided to a customer or the State Corporation Commission upon request.\n\nB. A competitive service provider shall furnish to customers an address and 24-hour toll-free telephone number for customer inquiries and complaints regarding services provided by the competitive service provider.  The 24-hour toll-free telephone number shall be stated on all customer-billing statements and shall provide customers the opportunity to speak to a customer representative during normal business hours.  Outside of normal business hours, a recorded message shall direct customers how to obtain customer assistance.\n\nC. A competitive service provider shall immediately direct a customer to contact the appropriate local distribution company if the customer has a service emergency.  Such direction may be given either by a customer service representative or by a recorded message on its 24-hour toll-free telephone number.\n\nD. A competitive service provider shall retain customer billing and account records and complaint records for at least three years, and provide copies of such records to a customer or the State Corporation Commission upon request.\n\nE. In the event that a customer has been referred to the local distribution company by a competitive service provider, or to a competitive service provider by the local distribution company, for response to an inquiry or a complaint, the party that is contacted second shall: (i) resolve the inquiry or complaint in a timely fashion or (ii) contact the other party to determine responsibility for resolving the inquiry or complaint.\n\nF. In the event a competitive service provider and customer cannot resolve a dispute, the competitive service provider shall provide the customer with the toll-free telephone number and address of the State Corporation Commission.\n\nG. The local distribution company shall establish and file with the State Corporation Commission prior to implementation of full or phased-in retail access an explicit dispute resolution procedure to address complaints, disputes, or alleged violations of the provisions of this chapter that may arise between the local distribution company and a competitive service provider.","path":["Title 20. Public Utilities And Telecommunications","Agency 5. State Corporation Commission","Chapter 312. Rules Governing Retail Access to Competitive Energy Services"],"source_url":"https://law.lis.virginia.gov/admincode/title20/agency5/chapter312/section110/","current_through":"2026 Regular Session (effective July 1, 2026)","vintage":"","retrieved_at":"2026-09-14T04:53:26Z","sha256":"def751173a885b2d2fe1700136d81b41455a7e60435ecf19924f686188d3672c","source_id":"us-va-vac","stale":false,"prev":"us-va/20vac5-312-100","next":"us-va/20vac5-313-10"},"notice":"GroundRules: Original legal text. Not legal advice."}