Your Rights and
Responsibilities as a
Dominion East Ohio Consumer
As a Dominion East Ohio customer, you have many important
rights and responsibilities to ensure fair dealings between you and the company.
These rights and responsibilities are afforded to you by the Ohio Minimum Gas
Service Standards contained within Chapter 4901:1-13 of the Ohio Administrative
Code. You may obtain a copy of the standards by calling the Public Utilities
Commission of Ohio (PUCO) toll-free at 1-800-686-7826 or TDD/TTY toll-free at
1-800-686-1570, from 8:00 a.m. to 5:30 p.m. weekdays or visit www.puco.ohio.gov.
These rights and responsibilities include:
Your right to a clear and concise bill
Your right to check your Dominion East Ohio bill for accuracy
Your right to fair credit and deposit policies
Your responsibility to pay your bill
Your right to question or disagree with Dominion East Ohio
Your right to receive continuous Dominion East Ohio service
if you meet your responsibilities
Your responsibility to provide access to the gas meter
Dominion East Ohio has the responsibility to honor all of
these rights, in addition to protecting customer privacy rights. You, the customer,
have the responsibility to know your rights and obligations and to know how
the company should provide you with service.
This information highlights questions you may have about Dominion
East Ohio's meter reading, billing, credit, shut-off and dispute practices,
as well as installation procedures, pipeline safety and responsibility. (A PDF
version of this information also is available.)
DOMINION EAST OHIO
1-800-362-7557
Customer Service Center hours:
7 a.m. to 7 p.m. Monday through Friday
Gas Emergencies: 1-877-542-2630 Emergency number staffed 24 hours a day
How Is Your Dominion East Ohio Bill Figured?
It all begins with a meter reading. Dominion East Ohio has
the responsibility to present you with a bill for your natural gas service once
every billing period. This bill will be based on either a meter reading (according
to the bi-monthly meter reading schedule for your service location) or an estimate.
The Dominion East Ohio Meter and Meter Readings
When meter readers and field service employees visit your
residence to obtain a meter reading, they will carry photo identification, which
you may ask to see for your protection. Please call the company immediately
if you have questions about the identity of an employee.
The meter is the property of Dominion East Ohio. You are legally
prohibited from removing and/or tampering with the meter. You have the responsibility
to keep the meter free from obstructions by restraining pets or by removing
obstacles (for example, overgrown shrubs) that the meter reader might encounter
at your residence. You have the responsibility to provide access to the meter.
Not granting access to the meter could result in a loss of service.
Dominion East Ohio must read the gas meter at least once every
12 months. In addition:
You may also request, without charge, two additional meter
readings per calendar year if your natural gas use has been estimated for
two bills in a row or if you have reason to believe that the meter is malfunctioning.
You may request a meter reading prior to transferring service
to an Energy Choice supplier or aggregator.
If service is started or stopped and it has been more than
70 days since the last actual reading, the company must read the meter.
You may request a special test of the gas meter.
You or your representative has a right to witness the test. The test results
will be provided in writing to you within 10 days of the test.
If the results of the test fall within acceptable limits
as set by the Public Utilities Commission of Ohio, residential
customers must pay a $40 fee and nonresidential customers a $100 fee.
If the test results are outside of the acceptable limits, then the company
will not charge a fee. Dominion East Ohio will also provide a properly
functioning meter without charge to the customer.
Upon completion of the test, the company must credit
the customer for any overcharges. The company may charge the customer
for up to 12 months of unbilled gas use.
Automated Meter Reading In 2007, Dominion East Ohio launched a multi-year project to update
or exchange mechanical meters with new automation technology for its 1.2 million
customers in Ohio.
The replacement or updated meters use computerized technology
and a small device to transmit gas usage information to specially-equipped company
vehicles driving through neighborhoods. Review our list of questions
and answers about AMR. If you have additional questions or concerns, call
Dominion East Ohio at (800) 362-7557.
At the top of your billing statement, Dominion East Ohio provides
the next scheduled dates that our meter reader will be working in your area.
Also at the top of the bill, you will find information about the dates and times
that you can report a meter reading to avoid an estimated bill during the months
we do not read your meter or in case our meter reader is unable to access the
meter. To report a reading, your options include:
Report your meter reading online:
Step 1: Sign in
(if you're already registered) or Register
(if it's your first visit).
Step 2: Select your account from the 'Enrolled Accounts' list (or enroll your
account if needed).
Step 3: Click 'Enter a meter reading' and follow the instructions.
Use our 24-hour automated messaging system to report your
reading by calling toll-free 1-800-362-7557.
Your Monthly Billing Statement
When Do You Estimate My Bill?
In those months when your gas meter is not scheduled to be
read, Dominion East Ohio estimates your bill. Your bill may also be estimated
when extreme weather conditions, emergencies, strikes, or other circumstances
prevent the company from taking a meter reading. The estimate is based on previous
usage history (past meter readings) at your location.
Another time your bill may be estimated is when the meter
reader cannot gain access to your meter. When this happens, the company still
has a responsibility to take an actual meter reading every 12 months. You have
the responsibility to make arrangements for meter readings if the meter is in
a locked place. If your bill has been estimated for several months, your actual
bill may be more or less than the estimated bills according to the reading obtained.
How to Check Your Dominion East Ohio Bill for Accuracy
If you think that your bill is wrong, you can check it in
the following way:
Read your meter if you question the amount
of gas you have used. But remember that your usage will have increased between
the time Dominion East Ohio read your meter and when you take the reading. For
this reason, your reading may be somewhat higher than the reading listed on
your bill.
Compare the bill to the one you received
at the same time last year to see if there is any change in your usage. Remember
to compare differences in usage rather than differences in the total dollar
amount of the bills since changes in rates could cause an increase. Your bill
may have a bar chart that shows your usage for the past 13 months. You should
consider severe weather conditions and changes in living habits (such as additions
to your house, a new appliance, additional family members, or more time spent
at home) that could increase the amount of your usage. You have a right to request
usage history on your account for up to 36 months.
Contact Dominion East Ohio with any additional
questions about your bill.
Bill comparison information, rate information and alternative
rate schedules, copies of bills, statement of account and usage history can
be obtained online at www.dom.com or by calling
1-800-362-7557.
Billing Errors & Adjusted Bills
Sometimes billing errors do occur. These mistakes could be
caused by a Dominion East Ohio billing error, equipment failure or our inability
to gain access to the meter to read it, resulting in a number of low or high
estimated bills. When this happens, Dominion East Ohio must refund or credit
your account with any over-collected amounts. Likewise, if you have used more
gas than the amount you were billed, you must pay the additional charge to Dominion
East Ohio. However, the company must offer you a reasonable payment agreement
for the additional amount owed. You do not have to pay this amount in a lump
sum; rather, you can pay it back over 12 months.
In cases where we are unable to access the meter, the company
will continue to make attempts to read it. However, your actions that prevent
us from reading the meter could result in large billing adjustments that require
you to pay large sums for gas used but not billed and/or properly metered.
Energy Choice and Aggregation Programs
Dominion East Ohio offers Energy
Choice, a program that provides potential savings, as well as expanded
energy options, to eligible customers. It allows customers to buy natural gas
from another supplier, or continue to buy gas from Dominion East Ohio. Regardless
of the customer's choice, Dominion East Ohio continues to deliver the gas and
provide quality customer service -- just as it does today. Some suppliers permit
their customers to transfer their natural gas supply agreement to a new location
when they move. Customers should check with their supplier to learn if this
option is available to them.
To participate in Energy Choice, you must be current
on your account or have not broken a payment plan more than once in the last
12 months. If you're current on your Budget Billing plan, you may enroll
in Energy Choice as well. When you enroll in Energy Choice,
it will take up to 60 days before you will see your new supplier's charges on
your bill. Before Dominion East Ohio changes your supplier, however, the company
will send you a confirmation letter. You then have until the stated deadline
to rescind the supplier change.
Today, most of our customers purchase their natural gas supply
from one of the many suppliers participating in the program. Many customers
may even be able to buy natural gas as part of a buying group sponsored by their
local government.
In Ohio, buying natural gas in such a group is called Governmental
Aggregation. To aggregate, cities, counties and townships can form buying
groups and choose an outside supplier for all members in the group.
Not every gas customer in a locality has to participate in
an aggregated group. The law allows individuals to either "opt-out"
or "opt-in", depending on the group.
Percentage of Income Payment Plan (PIPP) and PIPP
Repayment Plan customers are unable to participate in Energy Choice.
They receive their natural gas at Dominion East Ohio's Standard Service
Offer rate.
The Public Utilities Commission of Ohio (PUCO) must
certify suppliers and governmental aggregators. PUCO certification means the
supplier or aggregator has met the PUCO's requirements for doing business in
Ohio. Therefore, customers can participate with confidence.
Customers who have questions about their community's aggregation
plans can call their local government office.
For more information about the Energy Choice program,
you can call the PUCO's Consumer Hotline at 1-800-686-PUCO (7826) or visit the
PUCO Web site at www.puco.ohio.gov.
To receive free information by mail, such as an "Apples to Apples"
chart that compares suppliers' offers, you can call the Public Utilities Commission
of Ohio's toll-free Gas Choice Infoline at 1-800-299-7271, or visit its Web
site.
Another source of information for residential customers is
the Ohio Consumers’ Counsel (OCC) at 1-877-PICKOCC (1-877-742-5622), or
visit its Web site at www.pickocc.org.
The OCC can provide price comparison information as well. Customers can contact
Dominion East Ohio, the PUCO or OCC if they suspect a supplier has enrolled
them without their authorization.
Separate Charges
Dominion East Ohio may charge for a non-basic service on your
gas bill. However, the company must present this charge clearly and separately
on your bill. Some examples of these non-basic charges are: meter testing fees,
line extension costs, and special construction or repair charges. You may also
be charged a fee if you are turned off for not allowing the company to access
the meter.
Budget Billing - Plan Your Expenses
You have the right to request budget billing from Dominion
East Ohio. Budget Billing is an agreement you make with the company
to have your bills averaged throughout the year. The company will periodically
review and adjust the amount of your budget bill based on your usage and the
price you're paying for natural gas. You will be billed for approximately the
same amount each month even though your usage may vary from season to season.
You can join at any time, providing that you do not have any past-due charges.
The Budget Billing program may make it easier for
you to plan your natural gas expenses. For more information about budget billing
is available on this site or call
the company.
If You Move
If you plan to move, you have the responsibility to notify
Dominion East Ohio at least seven days before your moving date. You also have
the responsibility of giving the company access to your meter for a final reading
and shut-off. If you fail to do either of these things, you may have to pay
for service at your old address even after you move.
If You'll Be Away From Home
If you plan to be away from home for a long period of time,
you have the responsibility to make arrangements for paying your bills and for
granting company representatives access to metering equipment. Remember, your
Dominion East Ohio service continues even while you are away and you will be
billed during your absence. Your failure to make arrangements for payment of
these bills could result in the shut-off (termination) of your service.
Third-Party Notification - Extra Protection
The Third-Party Notification program provides additional
protection against Dominion East Ohio service shut-off. This program protects
individuals who may either be away from home for an extended time period or
those who may not understand the company's practices.
The Third-Party Notification program allows you to
choose another person to receive copies of shut-off notices that are sent to
you for nonpayment of overdue Dominion East Ohio bills.
By filling out a form, you can instruct Dominion East Ohio
to send these notices to a third party that you choose. In this way, another
individual (e.g., family member or close friend) is made aware of an important
problem. Perhaps this person can provide you with advice or assistance. This
third party does not have the responsibility for paying your bills!
You may obtain forms and further information concerning this
program on this site or by calling
the company.
Landlord and Tenant Information
Tenants - For Those Served by a Master Meter (a meter serving more than one unit
or a common area) and Service is in Your Landlord's Name
If your landlord either fails to pay Dominion East Ohio bills
for your residence or instructs Dominion East Ohio to shut off your service,
you must be notified by Dominion East Ohio in writing. A notice is posted at
the service address that states that the tenant, within 10 days of the notice
or 14 days after service was shut off, may act as a representative or have another
tenant act as a representative to resolve the issue. This representative may
then collect from the tenants the amount owed by the landlord on his current
bill while continuing to pay rent, or notify the landlord that you intend to
pay your rent to the court (escrow your rent).
This option is not available if your landlord gave you written
notice when you moved in that he or she owns fewer than four dwelling units.
Landlords -
You do have the right to request that Dominion East Ohio place the service in
your name automatically whenever a tenant requests a turnoff of service. This
option does not apply if service is turned off for nonpayment. Landlords can
also request to receive notice any time the tenant's service is turned off,
regardless of the reason.
When a tenant requests that the company turn off gas service,
Dominion East Ohio will make every effort to do so. However, if the company
cannot access the meter to turn it off and the tenant moves out, Dominion East
Ohio will notify the landlord that it needs access to the meter. If access is
not granted, all future gas use will be billed to the landlord after the landlord
has been properly notified of the change.
Paying Your Dominion East Ohio Bill
When to Pay
You have a responsibility to pay the bill by the due date.
After the bill is mailed to you, you have 14 days to pay it. (For Dominion West
Ohio Gas division customers: If you do not pay the bill by the due date, you
may be charged a late fee on the unpaid overdue balance.)
Where to Pay
Dominion East Ohio offers a variety of options to make paying
your bill quick and easy.
Dominion eBill.
Enroll in eBill online and make your payment from your bank account. Once
you enroll in this free service, you may view and pay your monthly Dominion
bill online.
Bank Draft.
Never write another check. Your bill payment is automatically deducted from
your bank account. This is a free program. Enroll or obtain an application
online or call the company.
MyCheckFree.com.
View and pay your bill with CheckFree™. Enroll at MyCheckFree.com or
a participating provider's Web site. Providers may charge fees for this service.
Authorized
Payment Centers. When you want to make a payment in person, you
can visit an authorized payment center. Some locations offer evening and weekend
hours. The payment agents may charge a fee of up to two times the cost of
a first-class postage stamp per transaction. View
payment locations or call Dominion East Ohio.
U. S. Mail.
Mail Dominion East Ohio a check or money order. Please include your account
number on your check for quick processing. If you choose to mail your payment,
Dominion East Ohio and its depository bank may not return the original check.
However, you can request an imaged copy of your check.
Credit Policies And Procedures
As the customer of record, you are responsible for:
payment of services rendered;
granting Dominion access to company equipment located at
your service address;
starting or stopping service.
We safeguard your personal information. For your protection,
you can conduct transactions once you provide your account number and the last
4 digits of your Social Security number, or a security password, if you establish
one. Of course, at your option, you can provide your complete Social Security
number, your name and service address.
Likewise, a co-applicant (another individual who has agreed
to be jointly responsible for payment) can conduct full business transactions
on your account.
Other people, including your spouse or adult child, can conduct
limited business on your account, if they can provide your account number, your
full name, and service address. This limited business would include your current
bill amount, notice amount and due date. They can also request a short-term
extension or a medical certificate. To perform transactions as an account holder,
this person would need a valid Power of Attorney.
Security Deposits Deposit decisions are based only on your individual credit record.
If you are a new customer, the company may check your credit
history and level of credit risk. New customers may be required to pay a security
deposit if you have not established a credit rating or you are in bankruptcy.
Dominion East Ohio may require a security deposit from you
as a former or existing customer if:
You have unpaid final balances from past accounts.
You have not established good credit history and have more
than one disconnection notice for nonpayment within the past 12 months.
You had service turned off for nonpayment.
You are in bankruptcy.
You have been involved with unauthorized use of gas, theft
of service or meter tampering.
You have not paid your bills on time. That is, you have
been late in paying two bills in a row or three or more bills in the last
year.
You have failed to make payments according to a payment
schedule set up to pay past-due bills.
Your service has been shut off because of unpaid bills.
Security deposits are billed in one installment. When gas
service is off, you must pay the deposit up front, along with any outstanding
debt, before service is turned on. If you fail to maintain a good payment record,
the company may request an additional security deposit amount.
Security deposits for customers are set at 1.3 times the current
budget amount, and are applied to account balances following one year of timely
consecutive payments, in addition to 3% interest. The minimum security deposit
amount is $20. Commercial security deposits may be applied to account balances
following two years of timely consecutive payments, in addition to 3% interest.
The minimum commercial security deposit is $200.
In addition, before providing service, Dominion East Ohio
may require that you pay any past-due balances you owe it from the last six
years. When applying for service at a location where there is an unpaid balance
owed to Dominion, even if you were not the customer of record when the unpaid
bills accumulated, if you resided at the premise during that time, Dominion
East Ohio may refuse to provide service to you until those bills are paid if
both you and the former customer of record continue to reside at that location.
If you are a Percentage of Income Payment Plan
(PIPP) customer, you will not be required to pay a security deposit unless you
have been involved with unauthorized use of gas, theft of service or meter tampering.
Supplying a Third-Party Guarantor. Instead
of paying a cash deposit, residential customers can have another credit-worthy
customer sign a form guaranteeing that your bills will be paid. This person
need not be a Dominion East Ohio customer; however, a consumer report from a
consumer credit reporting agency may be obtained to deter-mine a person's creditworthiness.
Upon Dominion East Ohio's approval of a guarantor, this person will then become
responsible for paying the default amount which will not be more than the amount
of the bill for 60 days of service or two monthly bills.
Energy Assistance Programs
Contact Dominion East Ohio as soon as you get a delinquent
notice. The sooner you call, the more opportunities there are to help you. We
can discuss a variety of special payment plans and other payment assistance
options. Here are a few:
Medical Emergencies
A medical certification delays a shutoff for 30 days when
it would be especially dangerous to the health of a perm-anent member of your
household. It allows you time to get financial help or make payment arrangements.
It does not
reduce the amount you owe. You can get a medical certification form by calling
Dominion East Ohio. A licensed physician, physician assistant, clinical nurse
specialist, certified nurse practitioner, certified nurse, mid-wife or local
board of health physician must sign the form. You can apply by phone, provided
that Dominion East Ohio receives the written notification within seven days.
If gas service is off, return the signed form within 21 days to restore service.
Be sure to give your health care provider permission to release your medical
information to us. The total certification period cannot exceed 90 days per
household in any 12-month period.
EnergyShare
Sponsored by Dominion East Ohio, the EnergyShare
program is designed to help needy individuals and families pay any type of winter
heating bill — natural gas, wood, oil, kerosene or electricity. Contact
your local Salvation Army office to apply.
Housewarming Program
Funded by Dominion East Ohio, the Housewarming Program
provides weatherization assistance to help eligible customers reduce their energy
usage. For information, call 1-888-377-3774.
Percentage of Income Payment Plan (PIPP)*
PIPP helps eligible low-income customers maintain gas service
by paying 10 percent of their total monthly household income all year. You can
apply for PIPP by calling the company or by visiting a local community action
agency. If you’re no longer income-eligible for PIPP or if you voluntarily
leave the program, the PIPP Repayment Program can help you gradually pay off
your total overdue amount.
Home Energy Assistance Program (HEAP)*
Available to qualified low-income customers, HEAP is a government
program that provides a credit for your heating bill. Although HEAP pays part
of your gas bill, it is not a guarantee against shutoff. The filing deadline
is usually March 31.
Emergency HEAP*
E-HEAP provides an emergency payment once each heating season
to qualified low-income customers to help them avoid a shutoff or restore gas
service.
Weatherization Assistance*
Eligible customers may also receive weatherization assistance
from the Ohio Department of Development. This federally funded program provides
grants for weatherization repairs. For details, call us at 1-800-362-7557 or
the Ohio HEAP office at 1-800-282-0880.
*NOTE: You can apply for PIPP, HEAP, Emergency
HEAP and Weatherization Assistance on a combined application.
The form is available at post offices, libraries, by calling the Ohio HEAP office
at 1-800-282-0880, or by downloading the application from the ODOD
Web site.
Can Your Dominion
East Ohio Service Be Shut Off
Without Your Consent?
Yes. The company can shut off service for nonpayment, theft
of service, tampering, safety violations and for denying company representatives
access to company equipment. If you have difficulty in paying your bills or
if you are not making payments for any other reason, contact Dominion East Ohio
as soon as possible. By notifying the company immediately, you may avoid shut-off
of your service. Also, company representatives must have clear access to metering
equipment. The following information concerns both your rights and responsibilities
regarding service shut-off.
Payment Plans
A payment plan is an agreement you reach with Dominion East
Ohio to make reasonable payments over a period of time for the amount of money
that you owe.
If you are a residential customer who is not on the Percent-age
of Income Payment Plan (PIPP), you may take advantage of the Current-Plus
Plan. You may decide how many months — up to six — it will
take you to pay off your balance. The company then divides the current account
balance by the number of months you selected and adds that amount to your current
monthly payment.
If you join this or any other payment plan, you must make
the required payments in full and on time. If you fail to do so and are shut
off, you must pay the plan arrears, possibly a new or additional security deposit
amount and a reconnection fee to restore service. (The only exceptions are for
PIPP customers, who do not pay a security deposit, or for customers who move
to a new location and have finaled their previous account. They do not pay a
reconnection fee.)
Another payment plan option, available during the winter
heating season (usually November 1 through April 15), is the One-Third Payment
Option. With this plan, you must pay one-third of your total account balance
each month in order to avoid being shut off for nonpayment.
When Your Dominion East Ohio Service Can
Be Shut Off
Dominion East Ohio can shut off your service Monday through
Friday for any of the reasons shown below.
Nonpayment of a bill for service, nonpayment of a payment
agreement, nonpayment of a security deposit, or a returned check used to avoid
a shut-off.
Tampering with company meters or other company property,
or stealing Dominion East Ohio service.
False statement or fraud in obtaining your Dominion East
Ohio service.
Failing to provide access for company employees to read
your meter or to check company equipment.
Violations of rules, approved by the PUCO, which may cause
harm to individuals or damage to Dominion East Ohio company equipment.
When Your Dominion East Ohio Service Cannot
Be Shut Off
Dominion East Ohio cannot shut off your service:
On a Saturday, Sunday, holiday, after 12:30 p.m. on the
day before a holiday or any day Dominion East Ohio is closed
For nonpayment of bills more than six years old (excluding
PIPP amounts)
For nonpayment of bills for either merchandise or service
work
For nonpayment of bills in someone else's name, unless
your name was on the lease, mortgage or deed of the affected property
Winter Terminations
Your Dominion East Ohio service can be shut off during winter
months (typically on or before November 1 through April 15) if you fail to meet
your payment and other obligations to the company. Each fall, the Public Utility
Commission of Ohio issues special winter reconnection rules that provide additional
customer protections during the winter heating season, including an additional
10-day notice required before service is terminated for nonpayment. Those rules
are issued before November 1 and can be found at the Public Utilities Commission
of Ohio's Web site at www.puco.ohio.gov.
The Shut-Off (Termination) Process
Shut-off or termination of Dominion East Ohio service is a
very serious matter. Paying current Dominion East Ohio bills or keeping up with
payment agreements can help you to avoid a shut-off. It is important to contact
Dominion East Ohio as soon as you receive a notice about an overdue bill. Notices
may include bill reminders, letters, phone calls and shut-off notices left at
your door.
Before shutting off service for nonpayment, Dominion East
Ohio will include a shut-off notice on your bill, which provides you 14 days
to make the required payment. During the winter heating season (typically November
1 through April 15), Dominion East Ohio will also provide an extra 10-day notice
by phone before shutting off service.
Dominion East Ohio has programs that can help low-income
households pay their bills. The company will try to make a payment agreement
with you if you have not defaulted on a prior arrangement so that you can pay
what you owe and avoid the shut-off.
The company may charge a reconnection fee to restore your
Dominion East Ohio service. At the same time, it may also require you to pay
a security deposit.
If your service is shut off and you want service reconnected
the same day that you make your payment, you must provide proof of payment,
and notify the company no later than 12:30 p.m. that reconnection of service
is requested the same day.
Installation of Service, Pipeline Safety And Responsibility
Installation of Service
When you need to establish new natural gas service, contact
Dominion East Ohio. The company will tell you what steps you must take to set
up service. Be sure to call two to four weeks before you would like natural
gas service to begin, to allow for any construction work or inspections to be
completed in time for the service to be ready when you need it. Dominion East
Ohio will typically install your service within five business days if no new
construction is required and within 20 business days if your residence requires
the installation of a new service line or meter.
Dominion East Ohio will notify you if the installation is
expected to take longer than the usual five or 20 days. The company will explain
the reasons for the delay, the steps being taken to complete the work and the
date the installation will be complete.
What Pipelines Do You Own?
You own the service line that typically runs from the property
line to the meter. If your line needs service, the contractor must be qualified
under DOT regulations and be part of a DOT approved drug and alcohol program.
You also own the house line that runs from the meter to your appliances. The
cost of repair or replacement of both the service and house lines are the responsibility
of you or the property owner. View
qualification information.
What Pipelines Does the Gas Company Own?
We own the main line that runs down your street. We also own
a short service line (located near the street) that connects our pipeline to
your service line. Repair or replacement of the main line and our service line
is our responsibility.
Who Checks the Gas Piping?
For your safety, we make periodic leakage inspections on your
service line. We check from our main line to the meter or to the wall of your
house (whichever is further). We also check the meter. You are responsible to
maintain your piping, both internal and external, buried or exposed. If you
do not maintain the buried piping, it may be subject to the potential hazards
of corrosion and leakage.
What Happens If the Gas Company Finds a Leak in My
Pipeline?
If we find a leak or other unsafe condition in your pipeline,
we will shut off that section of the piping and leave a tag with an explanation
of what the problem is and our phone number. If we cannot isolate the leak,
we will turn off service at the street or at the gas meter.
In either situation, you must arrange to have the unsafe condition
corrected by a qualified contractor and pay for the costs. If Dominion East
Ohio left on gas service, but turned off the gas to one appliance, a qualified
contractor can make repairs and restore service. However, if we turned off your
service at the meter, please call Dominion East Ohio after repairs are made
so that we can inspect the work before restoring full service.
Yes. At least two business days prior to any excavation, you
or your contractor should call, toll-free, the Ohio Utility Protection Service
(OUPS) at 1-800-362-2764 to have any underground facilities located. This organization
will contact us and other member utilities of your plans to dig, then ask the
utilities to mark any underground pipes or cables at your location. They'll
also tell you about any other companies that you must notify before you begin
digging. This is a free service.
Your contractor should perform any excavation near buried
gas pipelines by hand. Remember, you must use a contractor qualified under DOT
regulations to make the repair.
If you ever find utility flags in the ground, whether on your
property or not - please don’t move them. The flags mark underground lines
nearby.
Do I Own the Meter?
We own and maintain the meter. It is your responsibility to
keep the meter clear at all times. Because our employees
need access to the meter, we ask that you keep shrubbery around any outside
meters trimmed. And during the winter, please keep the meter clear of snow and
ice.
Who Should I Call If I Detect an Odor of Gas, Gas
Fumes or Gas Leakage?
You should always notify us of any suspected hazardous situations,
including but not limited to those involving an unexplained odor of gas. Dominion
East Ohio’s 24-hour emergency phone number is 1-877-542-2630.
Disputes
What If You Disagree With Dominion East Ohio?
If you have a billing or service problem, please call Dominion
East Ohio first. You have the right to question any billing or service action
that the company takes. You should tell the company of the problem as soon as
it occurs. The company will provide a status report within three business days
of the date of the receipt of a complaint. If an investigation is not completed
within 10 business days, the company will provide status reports to update you
either orally or in writing, at five-business-day intervals, unless otherwise
agreed to, until the investigation is complete.
If your complaint is not resolved after you have called Dominion
East Ohio (or your Energy Choice supplier or governmental aggregator),
you may call the Public Utilities Commission of Ohio (PUCO), toll-free at 1-800-686-7826
or for TDD/TTY toll-free at 1-800-686-1570, from 8 a.m. to 5 p.m. weekdays,
or visit www.puco.ohio.gov.
Residential customers may also call the Ohio Consumers Counsel
toll-free at 1-877-742-5622, from 8 a.m. to 5 p.m. weekdays, or visit www.pickocc.org.
What About Additional Information Concerning Your
Dominion East Ohio Service?
This information was prepared as a summary of the rights and
responsibilities you have as a Dominion East Ohio customer based on the Public
Utilities Commission of Ohio Minimum Gas Service Standards. If you still have
questions about your Dominion East Ohio service, please call the company. It
can provide you with additional information, or you can visit other related
features on this Web site.
