Termination Policy Statement

If you have trouble paying a bill or security deposit, or if there is some other problem, please notify us immediately. Alternative payment plans are available for qualified customers. Energy assistance also may be available. To learn more about energy assistance programs in Virginia, visit Energy Assistance. We make every effort to work out a solution before we terminate natural gas service.

NOTE: If you have received a termination notice and your gas is still on, please call Customer Service at 844‑WASHGAS (844-927-4427), or see a representative at a Washington Gas payment office to pay the minimum balance or make a payment arrangement to avoid disconnection.

In addition to emergencies and termination noted above, Washington Gas may terminate a customer’s natural gas service for failing to do any of the following after the appropriate notice has been given: comply with the company’s requirement for service applications; pay a required deposit; pay a bill for gas service; provide reasonable access to customer premises.

Before the company disconnects a customer’s service for a reason other than an emergency or suspicion of meter tampering, it will send the customer a written notice of termination at least 14 days before the date that termination is scheduled to occur. The notice of termination will include, at a minimum, the following information:

• The name and account number of the customer whose service is to be terminated;
• The address of the premises where service is to be terminated;
• A statement of the reasons for the proposed termination;
• The date on or after which the proposed termination will occur;
• The charges for reconnection of service, if any;
• A statement of the total amount due, if applicable;
• A statement of the customer’s rights and remedies, which shall include a summary of the dispute procedures, the office address of the utility, and the telephone numbers at which the utility representatives who handle customers complaints may be reached;
• A statement that it is the responsibility of the customer to notify the utility if he/she is unable to pay for service in accordance with the requirements of the utility’s billing practices; and
• A statement that it is the responsibility of the customer to notify the utility that he/she, or an occupant of the premises, is elderly, handicapped, has a serious illness, or relies upon life-support equipment; a brief explanation of the special provisions regarding elderly, handicapped, or persons seriously ill or relying on life-support equipment; and an explanation of the notification procedures.

The cause for disconnection must be corrected and any past due amount must be paid on or before the termination date stated on the notice to avoid disconnection. The due date for the remaining current balance also is specified.