Working to address Washington Gas customer service issues

Current status
The Public Service Commission of the District of Columbia (DCPSC) is working to address recent 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.

A recent DCPSC order outlines specific actions that WGL must take to resolve the customer service issues. The company was directed to:
  • file a corrective action plan (CAP) detailing how they will fix the customer service issues
  • file monthly compliance reports on certain customer service standards in the Natural Gas Quality of Service Standards (NGQSS)
  • suspend disconnections of any customers for non-payment until the DCPSC has determined that WGL is in full compliance with the NGQSS
 WGL submitted its CAP on Sept. 27, 2021, and committed to improving its customer service by:
  • modifying its operating hours to address the highest call volumes:
    • Monday: 8 a.m. - 8 p.m.
    • Tuesday – Friday: 8 a.m. – 6 p.m.
    • Saturday: 8 a.m. – 12 p.m.
  • reopening its office in Anacostia for in-person customer interactions
  • activating a virtual hold / call-back feature
  • hiring additional customer service representatives
 This page will be updated as new details or developments are available.

Resolving 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.