                                 CODE OF VIRGINIA

CONSUMER EDUCATION AND MARKETING PRACTICES (§ 56-592)

A. The Commission shall develop an electric energy consumer education program
designed to provide the following information to retail customers:

   1. Information regarding energy conservation, energy efficiency, demand-side
   management, demand response, and renewable energy;

   2. Information concerning demand-side management and demand response programs
   offered in the Commonwealth to retail customers;

   3. Information regarding the matters described in subdivisions 1 and 2 that
   are specifically designed for the industrial, commercial, residential, and
   government sectors; and

   4. Such other information as the Commission may deem necessary and appropriate
   in the public interest.

B. The Commission shall complete the development of the consumer education
program described in subsection A, and report its findings and recommendations
to the Commission on Electric Utility Regulation as frequently as may be
required by such Commission concerning:

   1. The scope of such recommended program consistent with the requirements of
   subsection A;

   2. Materials and media required to effectuate any such program;

   3. State agency and nongovernmental entity participation;

   4. Program duration;

   5. Funding requirements and mechanisms for any such program; and

   6. Such other findings and recommendations the Commission deems appropriate in
   the public interest.

C. The Commission shall develop regulations governing marketing practices by
public service companies, licensed suppliers, aggregators or any other providers
of services made competitive by this chapter, including regulations to prevent
unauthorized switching of suppliers, unauthorized charges, and improper
solicitation activities. The Commission shall also establish standards for
marketing information to be furnished by licensed suppliers, aggregators or any
other providers of services made competitive by this chapter, which information
shall include standards concerning:

   1. Pricing and other key contract terms and conditions;

   2. To the extent feasible, fuel mix and emissions data on at least an
   annualized basis;

   3. Customer&#8217;s rights of cancellation following execution of any
   contract;

   4. Toll-free telephone number for customer assistance; and

   5. Such other and further marketing information as the Commission may deem
   necessary and appropriate in the public interest.

D. The Commission shall also establish standards for billing information to be
furnished by public service companies, suppliers, aggregators or any other
providers of services made competitive by this chapter. Such billing information
standards shall require that billing formation:

   1. Distinguishes between charges for regulated services and unregulated
   services;

   2. Is presented in a format that complies with standards to be established by
   the Commission;

   3. Discloses, to the extent feasible, fuel mix and emissions data on at least
   an annualized basis; and

   4. Includes such other billing information as the Commission deems necessary
   and appropriate in the public interest.

E. The Commission shall establish or maintain a complaint bureau for the purpose
of receiving, reviewing and investigating complaints by retail customers against
public service companies, licensed suppliers, aggregators and other providers of
any services made competitive under this chapter. Upon the request of any
interested person or the Attorney General, or upon its own motion, the
Commission shall be authorized to inquire into possible violations of this
chapter and to enjoin or punish any violations thereof pursuant to its authority
under this chapter, this title, and under Title 12.1. The Attorney General shall
have a right to participate in such proceedings consistent with the
Commission&#8217;s Rules of Practice and Procedure.

F. The Commission shall establish reasonable limits on customer security
deposits required by public service companies, suppliers, aggregators or any
other persons providing competitive services pursuant to this chapter.

HISTORY: 1999, c. 411; 2003, c. 885; 2008, c. 883.