OFFERED FOR CONSIDERATION 1/22/2026
HOUSE BILL NO. 120
AMENDMENT IN THE NATURE OF A SUBSTITUTE
(Proposed by the House Committee on Labor and Commerce
on ________________)
(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 .