{"data":{"id":"us-va/20vac5-340-70","jurisdiction":"us-va","citation":"20VAC5-340-70","heading":"Disputes","body":"A. The parties agree to attempt to resolve all disputes arising out of the shared solar program process according to the provisions of this section.\n\nB. A subscriber organization 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 commission upon request.\n\nC. If the dispute remains unresolved, either party may petition the commission to handle the dispute as a formal complaint or may exercise whatever rights and remedies the party may have in equity or law.\n\nD. A subscriber organization shall furnish to customers a website, email address, and mailing address and a 24-hour toll-free telephone number for customer inquiries and complaints regarding services provided by the subscriber organization. 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\nE. A subscriber organization shall direct a customer to contact the utility immediately if the customer has a service emergency. Such direction may be given either by a customer service representative or by a recorded message on the subscriber organization's 24-hour toll-free telephone number.\n\nF. A subscriber organization 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 commission upon request.\n\nG. In the event that a customer has been referred to the utility by a subscriber organization, or to a subscriber organization by the utility, for response to an inquiry or a complaint, the party that is contacted second shall :\n\n1. Resolve the inquiry or complaint in a timely fashion; or\n\n2. Contact the other party to determine responsibility for resolving the inquiry or complaint.\n\nH. In the event a subscriber organization and customer cannot resolve a dispute, the subscriber organization shall provide the customer with the toll-free number and address of the commission.","path":["Title 20. Public Utilities And Telecommunications","Agency 5. State Corporation Commission","Chapter 340. Rules Governing Shared Solar Program"],"source_url":"https://law.lis.virginia.gov/admincode/title20/agency5/chapter340/section70/","current_through":"2026 Regular Session (effective July 1, 2026)","vintage":"","retrieved_at":"2026-09-14T04:53:29Z","sha256":"5fa66b3dd10ad263d3c71d6989af9ad3e9b7cb74c6e2e65dde8d6b2a77eb6353","source_id":"us-va-vac","stale":false,"prev":"us-va/20vac5-340-65","next":"us-va/20vac5-340-80"},"notice":"GroundRules: Original legal text. Not legal advice."}