UTILITIES FREQUENTLY ASKED QUESTIONS
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What do I do if I have a complaint about my telephone service?
A) Local or long distance telephone service provider
The State Corporation Commission’s Division of Communications (Division) regulates local and long distance (intra-state) telecommunications service provided within Virginia. The Division also investigates consumer complaints about telecommunications service. Information about the Division, as well as instructions for downloading the Division’s consumer complaint form and filing complaints is available online.
The Division does not regulate interstate long distance service or resellers of long distance service. Complaints about interstate service and resellers should be addressed to the Federal Communications Commission (FCC) Consumer & Governmental Affairs Bureau.
If you are not a Virginia resident, you should file your complaint with your state utility commission, which regulates utility companies doing business in your state. Click here to locate your state utility commission at the National Association of Regulatory Commissioners.
B) Cellular/Wireless Phone Service
Although the State Corporation Commission does not regulate wireless telephone providers, as a service to Virginia's wireless consumers, its Division of Communications will work with the following wireless providers to try to resolve wireless complaints: Alltel Wireless, Appalachian Wireless, Cingular Wireless, Ntelos Wireless, Sprint Nextel, T-Mobile, US Cellular Corporation, and Verizon Wireless. Information about filing such complaints can be found at http://www.scc.virginia.gov/division/puc/consumer/complaint.htm.
If you are not a Virginia resident, you should file your complaint with your state utility commission, which regulates utility companies doing business in your state. Click here to locate your state utility commission at the National Association of Regulatory Commissioners.
The Federal Communications Commission (FCC) regulates and oversees cellular/wireless phones and pagers and investigates such consumer complaints. For complaints about wireless service from other providers, you can file your complaint by writing, calling or e-mailing the FCC's Consumer & Governmental Affairs Bureau.
What do I do if I have a complaint about my electric, gas or water company?
The State Corporation Commission’s Division of Energy Regulation (Division) regulates electric, gas and water utility companies and responds to utility complaints. The Division’s web site contains information about the Division, as well as consumer information. The Division can also be reached by calling: Toll free in VA: 1-800-552-7945 OR (804) 371-9611.
The Division does not regulate municipal utilities. For complaints about municipal utilities, you should contact your local government.
What Do I Do If I Have A Complaint About My Cable TV Service?
Virginia Code § 15.2-2108.1. Regulation of open video systems.
A locality may regulate any open video system authorized pursuant to 47 U.S.C. § 573 to the maximum extent permitted by federal law, including without limitation the (i) imposition of a gross revenues fee, if such locality has not adopted a currently effective ordinance pursuant to § 58.1-3818.3 and (ii) requirement of the provision and support of public, educational and governmental access channels on any such system.
(1998, cc. 643, 652.)
What Do I Do If I Have A Propane Gas Complaint?
If you have a complaint about bottled or tank propane gas, you may file a complaint with the Virginia Office of Consumer Affairs (“OCA”).
Va. OCA Web Site & Complaint Form
The OCA attempts to facilitate the resolution of complaints by consumers against companies doing business in Virginia. If it has reason to believe a pattern or practice of deception, or other wrongdoing, in violation of any of our consumer protection statutes is occurring, the OCA has authority to investigate and to refer its findings to this Office or other appropriate governmental offices for a potential enforcement action. Accordingly, if this matter remains unresolved, you may file a complaint with the OCA.
Before it can initiate an inquiry on your behalf, the OCA must receive a completed OCA complaint form. Signing the form authorizes the OCA to act on your behalf and assures the OCA that you are aware that any information submitted to the OCA is public information subject to the Freedom of Information Act.