A guide to utility protections in the District of Columbia
Overview
Residents of the District of Columbia rely on safe, accurate, and continuous utility services for their homes. Technological changes and new laws have created competitive markets for natural gas, electricity, and telecommunications in the District, providing residents with more choices than ever before.
To ensure residents are protected in this evolving marketplace, the Public Service Commission of the District of Columbia created the Consumer Bill of Rights (CBOR). These protections are officially codified in the District of Columbia Municipal Regulations under Title 15, Chapter 15-3. The CBOR outlines the specific rules for starting service, meter reading, billing, deposits, disconnections, and how to resolve complaints between you and your utility, energy supplier, or telecommunications provider.
Rights and Responsibilities
Detailed below are the primary rights and responsibilities of a District utility customer. Please contact the DCPSC with any specific questions.
Fair Treatment and Non-Discrimination
When you apply for or maintain utility service, providers are strictly prohibited from penalizing or discriminating against you based on your race, color, creed, national origin, sex, sexual orientation, or geographic location. Your right to fair access is foundational.
Transparent Billing and Flexible Payments
You have the right to receive a clear, accurate bill at least once during each billing cycle. Once a bill is rendered, your payment is generally due within 20 days. However, if you fall behind or are struggling to pay, you have options. You and your utility or energy supplier can enter into a Deferred Payment Agreement (DPA). This allows you to pay your past-due balance in manageable installments without accruing additional interest or charges.
Fair Rules for Security Deposits
Starting a new utility service shouldn't require breaking the bank. A utility company cannot demand a security deposit from you if you have never been their customer before. Furthermore, they cannot base a deposit requirement on your income level, whether you rent or own your home, or where you live. If a deposit is legally required, such as for past delinquent accounts, it is capped to protect you. The deposit cannot exceed $100 or 2/12ths of your estimated annual bill, whichever is less.
Protections Against Unfair Disconnections
Losing your utility service can be a crisis, and the CBOR provides stringent protections regarding how and when service can be disconnected. First, a utility cannot disconnect your essential residential service simply because you failed to pay for nonresidential services or extra merchandise.
Most importantly, the law protects you during severe weather. Your electric service cannot be disconnected for non-payment when the National Weather Service forecasts temperatures of 95°F or higher, or 32°F or below. Natural gas disconnections are similarly prohibited when the forecast drops to 32°F or below.
Additionally, if a disconnection would be detrimental to the health and safety of someone living in your home, the utility must postpone the shut-off for up to 21 days, provided you supply a certificate from a physician or public health official and enter into a payment agreement.
Resolving Disputes and Complaints
If you discover a billing error or have a dispute with your service provider, your first step should always be to contact the utility or supplier directly to attempt a resolution. However, if you cannot reach a fair agreement with the company, you are not out of options. You have the right to contact the DCPSC for assistance. The Commission's Office of Consumer Services is dedicated to helping mediate and resolve these disputes.