Working to address Washington Gas customer service issues



The Public Service Commission of the District of Columbia (DCPSC) is addressing Washington Gas Light (WGL) customer service issues that have resulted in extremely long wait times for customers calling the company to start, stop, or change service, as well as those looking to set up payment plans.
 
Current status
The DCPSC previously prohibited WGL from disconnecting customers for non-payment as the utility failed to meet the Natural Gas Quality of Service Standards (NGQSS), but, having now met those standards, the DCPSC approved WGL’s request to resume disconnections for non-payment on April 22, 2022. While a prohibition on charging late fees for 2020 and 2021 remains, WGL may resume charging late fees for past due amounts arising on or after April 20, 2022.
 
The utility must also continue filing monthly compliance reports until the DCPSC determines otherwise. Should WGL’s call center performance deteriorate so that the company is not meeting the NGQSS, the DCPSC may reinstitute the prohibition on disconnections for non-payment or take other action as necessary.
 
This page will be updated as new details or developments are available.
 
Background
WGL submitted a corrective action plan in September 2021 detailing how they planned to fix customer service issues. The utility has also been filing monthly compliance reports, participating in status conferences regarding its performance, and filing certain call center cost information. Additionally, WGL was not able to disconnect any customers for non-payment until the utility met service standards in the NGQSS.
 
Two additional DCPSC orders clarified the conditions under which WGL could resume disconnections for non-payment that were paused under the original order. Those clarifications included:
 
  • WGL had to meet its customer service standards for the first quarter of 2022.
  • WGL had to address any issues that arose from DCPSC staff’s periodic, random, and anonymous calls made to WGL’s customer service center.
  • WGL could request to resume disconnections for non-payment after April 1, 2022.
‚ÄčResolving customer complaints and issues
Any WGL customer having trouble reaching the company to start or stop service, or set up a payment plan, can contact the DCPSC directly for assistance or reach out to the Office of the People’s Counsel.