                                 CODE OF VIRGINIA

NOTICE PROCEDURES FOR NONPAYMENT; DISCONNECTING UTILITY SERVICE (§ 56-245.1:4)

A. Each utility subject to the provisions of &#xA7; 56-245.1:3 shall provide to
each of its residential customers a copy of its disconnection for nonpayment
policy (i) at any time a new residential account is established, (ii) when any
disconnection for nonpayment of bills or fees is scheduled by including a copy
of the policy with such notice, or (iii) by publishing the disconnection policy
on the utility&#8217;s website. Each such utility shall provide all required
notices in English and Spanish. Such required notices shall include information
regarding payment plans and state, federal, or utility energy assistance
programs.

B. Each utility subject to the provisions of this section shall deliver notice
of nonpayment of bills or fees to its residential customers prior to
disconnection by using at least two of the following methods: (i) mail, (ii)
email, (iii) text message, (iv) phone call, or (v) door hanger.

C. Utility disconnections due to the nonpayment of bills or fees are prohibited
for residential customers until the customer&#8217;s account is 60 days in
arrears. After each missed payment, the utility shall provide notice pursuant to
subsection B and make contact with the customer and offer bill payment
assistance, arrange a payment plan, or provide information to the customer for
other bill payment assistance or energy savings programs.

D. No electric or gas utility shall require a deposit of more than 25 percent of
the arrearage amount for service, exclusive of nonpayment fees, penalties, or
interest, in order to restore service to any residential customer where such
utility received funding from the Department of Social Services for such
customer through the Home Energy Assistance Program pursuant to &#xA7; 63.2-805
within the last 12 months. A customer is eligible for this provision once every
three years.

HISTORY: 2024, cc. 790, 824.