How to File a Natural Gas Service Complaint

Most disputes with a natural gas marketer are resolved on the first call. The ones that are not usually fail for a predictable reason: no records, no clear statement of what is wrong, or escalating before giving the marketer a chance to fix it. Doing this in the right order substantially improves your odds.

This page is about billing and service disputes. If you smell gas, this is not the right page — leave the building and call 911. See do you smell natural gas?

Step 1: work out who is responsible

Georgia’s split market means two different companies handle different problems, and sending a complaint to the wrong one wastes weeks.

• Your marketer — rates, contract terms, the monthly service charge, billing errors on the supply portion, enrollment and switching problems, deposits.
• Atlanta Gas Light — the physical connection, meter problems and meter reads, delivery charges, leaks, and anything involving the pipes.

If you are unsure which half of the bill the problem sits on, understand your natural gas bill shows where each charge comes from.

Step 2: contact them directly, and document it

Call the company first. Regulators will generally expect you to have done this. On the call:

• State the problem in one or two sentences and say what outcome you want.
• Record the date, the representative’s name and a reference number.
• Ask for any resolution in writing, by email if possible.
• If the first representative cannot help, ask for a supervisor rather than hanging up and starting again later with someone new.

Follow up in writing summarising what was agreed. A short email creates the paper trail that makes escalation straightforward.

Step 3: escalate to the Georgia Public Service Commission

The PSC regulates natural gas marketers in Georgia and accepts consumer complaints. Its Consumer Affairs staff can contact the company on your behalf and require a response, which frequently resolves matters that had stalled.

Have ready: your name and service address, your account number, the marketer’s name, a clear description of the problem, the dates and reference numbers from your earlier contact, copies of the disputed bills, and what resolution you are seeking.

VERIFY-TK: confirm the current Georgia PSC Consumer Affairs phone number and online complaint form URL, and insert them here, before publishing.

What the PSC can and cannot do

It can require the marketer to respond, investigate whether rules on disclosure, slamming, billing and disconnection were followed, and direct corrective action where they were not. It enforces the protections described in Georgia natural gas consumer protections.

It is not a route to a better rate. If you simply dislike your price, the remedy is commercial rather than regulatory: compare current Georgia natural gas rates and switch. Note too that a complaint does not pause your obligation to pay undisputed charges — keep paying the part you agree with while the dispute is open.

Realistic expectations

Expect a formal complaint to take weeks rather than days. Keep every piece of correspondence until it is resolved, and respond promptly when asked for more information — unanswered requests are the most common reason a complaint stalls.

Your other remedy

In a competitive market you are never trapped. If a marketer is unresponsive, poorly run, or simply more expensive than it should be, you can leave — usually free of charge if you are on a variable plan or past your term. See how to switch Georgia gas suppliers, and compare marketers such as Georgia Natural Gas, Gas South and SCANA Energy. The practical steps for specific problems are in your consumer protections.