Public Utility Ombudsman, Office of the; established, delayed effective date.

Plain English Breakdown

The bill does not specify how much funding will be provided for this new office, leaving that detail uncertain.

Public Utility Ombudsman Office

This bill establishes an office within the State Corporation Commission to handle complaints from residential customers about public utilities.

What This Bill Does

• Establishes a Public Utility Ombudsman's Office inside the Consumer Services Section of the State Corporation Commission.
• The Ombudsman's Office will receive, review, and attempt to resolve complaints from residential customers regarding public utilities.
• It assists residential customers in understanding their rights and responsibilities under agreements with utility companies.
• It helps customers facing a cessation of service due to the dissolution of a public utility.
• The office maintains data on inquiries received and actions taken.

Who It Names or Affects

• Residential customers of public utilities
• State Corporation Commission

Terms To Know

Public Utility Ombudsman's Office

An office that handles complaints and assists residential customers with issues related to their utility companies.

Consumer Services Section

A part of the State Corporation Commission responsible for customer-related services in public utilities.

Limits and Unknowns

• The bill has a delayed effective date of July 1, 2027.
• It does not specify how much funding will be provided for this new office.

Official Summary Text

Office of the Public Utility Ombudsman; established.
Requires the State Corporation Commission to establish the Office of the Public Utility Ombudsman to protect the interests of residential customers of public utilities. The Office of the Public Utility Ombudsman shall serve (i) residential customers of public utilities that are jurisdictional or of limited jurisdiction and (ii) residential customers who cannot be assisted by other Commission staff due to a potential conflict of interest. The bill has a delayed effective date of July 1, 2027.

Current Bill Text

HOUSE BILL NO. 120

AMENDMENT IN THE NATURE OF A SUBSTITUTE

(Proposed by the House Committee on Labor and Commerce

on January 27, 2026)

(Patron Prior to Substitute--Delegate Keys-Gamarra)

A BILL to direct the Consumer Services Section within the State Corporation Commission's Division of Public Utility Regulation to serve as a public utility ombudsman.

Be it enacted by the General Assembly of Virginia:

1.
§ 1.
The Consumer Services Section
(the Section)
within the State Corporation Commission
'
s (
the
Commission) Division of Public Utility Regulation shall serve as
a
public utility ombudsman. In addition to
the Section's other duties
, the Section
'
s duties shall include, or continue to include, the following: (i) receive, review, and attempt to resolve any complaints from residential customers regarding public utilities; (ii) assist residential customers in understanding their rights and responsibilities under the terms of any agreement with a public utility; (iii) assist residential customers who are facing a cessation of service due to the dissolution of a public utility; (iv) maintain data on inquiries received, the types of assistance requested, any actions taken, and the disposition of such matters; (v) assist residential customers in using the procedures and processes available to them through their public utility or assistance available from the Commission; and (vi) provide procedural and technical information to residential customers, or an association of such customers, who are facing a potential investigation or enforcement action initiated by the Commission or Commission staff. All such assistance and services shall be provided to the extent feasible and be consistent with the Commission
'
s legal authority and its rules of practice and procedure. All state agencies shall, upon request, assist and cooperate with the
Section
in the performance of its duties under this
act
.