Consumer Bill of Rights

The Consumer Bill of Rights (CBOR) was revised in 2009. As stated in the CBOR Introduction, its purpose is as follows:

Technological changes, new federal and District of Columbia laws, and the actions of the Public Service Commission have created competitive natural gas, electricity and telecommunications service markets in the District of Columbia, providing residential consumers with new choices. Consumers have access to an array of Competitive Service Provider services as well as continued access to the regulated services of utilities. The purpose of this chapter is to set forth residential consumer rights, responsibilities and rules for the initiation and acquisition of services, such as, but not limited to, Meter reading, Billing, Deposits, Disconnections and Reconnections of service and the resolution of Complaints between residential consumers and a Utility, Energy Supplier or Telecommunications Service Provider.


Consumer Bill of Rights Highlights

The CBOR provides safeguards for utility consumers that use natural gas, electricity and telecommunications services in the District’s competitive utility markets. It defines the relationship and responsibilities of utility service providers and consumers. Following are highlights of several of the CBOR’s most important sections:  

Energy Meter Locations describes the meters’ location, the responsible party for meter relocation costs and meter accessibility;

Disconnection and Reconnection of Utility Services describes procedures for disconnection, policies regarding consumers’ health and safety if service is to be disconnected, disconnection notices and time frame for reconnecting services; and

Customer Inquiries and Complaints describes the procedures for utility consumers to make inquiries or lodge complaints about their utility services, the companies’ customer service representatives responsibilities regarding complaints and consumers rights concerning resolution of their complaints.

Copies of the CBOR are available at the Public Service Commission of the District of Columbia, 1333 H Street, NW, or on line at or