Your Consumer Protections

What to do when something goes wrong with your Georgia natural gas service: billing errors, slamming, deposits and disconnection.

This page is the practical companion to Georgia natural gas consumer protections. That one sets out the rules marketers must follow. This one covers what to actually do when something has already gone wrong — a bill that looks wrong, a marketer you did not choose, a deposit you think is unfair, or a disconnection notice.

First, write things down

Before you call anyone, gather: your account number, the bills in question, the date you enrolled, a copy of the terms you agreed to, and the dates and names from any previous calls. Most disputes are resolved by whoever has the better records. Ask for a reference number on every call.

A bill that looks wrong

Work through it in order before escalating:

  1. Was the read actual or estimated? An estimate followed by a true-up produces one low bill and one alarming one.
  2. Does the supply rate match your contract? If it is far above the offers on the rate comparison page, your fixed term has probably expired and rolled to a variable rate.
  3. Did your usage change? Compare therms with the same month last year. Winter bills rise because of volume, not price.
  4. Are there charges you do not recognize? Check them against the bill breakdown.

Then call your marketer and state plainly what you believe is wrong and what you want done. You are entitled to have a disputed charge investigated.

A marketer you never chose

If the name on your supply charge changed without your authorisation, that is slamming and it is prohibited. Contact the marketer that appeared and demand the switch be reversed, then file a complaint with the Georgia Public Service Commission. Do not let it ride for a few months to see what happens — the longer it runs, the messier the unwinding.

Door-to-door and phone sales

Legitimate marketers do sell this way, and so do people who are less careful with the truth. Some practical defences:

  • Nobody from Atlanta Gas Light will come to your door to sell you a gas plan. AGL does not sell gas — see Georgia natural gas deregulation.
  • Never give your AGL account number to an unsolicited caller or visitor. That number is what a switch is initiated with.
  • Get the rate, term, monthly service charge and termination fee in writing before agreeing.
  • Be sceptical of anyone claiming your current plan is expiring and they are “just updating your account”. Verify independently.
  • You can always say you will check the offer yourself and compare it at current rates. A real offer survives that.

Deposits

A marketer may require a deposit based on a credit check. If you are asked for one, you can ask what it is based on, whether it can be paid in instalments, and when it will be returned — deposits are generally refundable after a period of on-time payment. You can also simply choose a different marketer: prepaid and no-deposit plans exist, as covered in poor credit? you have options.

Facing disconnection

Act early, because options narrow once service is cut. Contact your marketer about a payment arrangement before the due date passes. Apply for assistance through Georgia energy assistance programs — funds are limited and often run out during winter. If someone in the household has a medical condition requiring gas heat, ask specifically about medical protections and what documentation is needed. If you are 65 or older, check whether you qualify for a senior citizen discount.

When the marketer will not resolve it

Escalate to a supervisor first and get it in writing. If that fails, the Georgia Public Service Commission takes consumer complaints — the process is in how to file a natural gas service complaint. And remember that in a competitive market you have a further remedy available to no one in a regulated state: you can leave. See how to switch Georgia gas suppliers.