Dominion Customer Care: The Complete, Practical Guide

Who Dominion Energy Serves and When to Contact Customer Care

Dominion Energy provides regulated utility service to millions of customers across several states, with its largest electric footprints in Virginia and North Carolina (Dominion Energy Virginia) and South Carolina (Dominion Energy South Carolina). The company’s corporate headquarters is at 120 Tredegar Street, Richmond, VA 23219, and its primary customer website is dominionenergy.com. After the 2019 acquisition of SCANA, the South Carolina service area retained a dedicated site at dominionenergysc.com to reflect local programs and rate structures.

Customer care can help with billing questions, payment arrangements, starting or stopping service, outage reporting, tree-trimming requests near lines, and questions about meters, rates, and assistance programs. Call immediately if you see downed lines (stay at least 30 feet away and treat all lines as energized), smell natural gas (leave the area, call 911), or experience a medical-critical outage. For non-emergencies, use the web or app to save time—most routine tasks can be completed online in minutes.

How to Reach Dominion Customer Care

The fastest single point of contact for most electric customers is 1-866-DOM-HELP (1-866-366-4357). This number supports outage reporting 24/7 and directs you to billing and service agents during standard business hours (typically Monday–Friday, local time). If you use TTY/TDD, dial 711 to connect through your state’s Relay service and ask for Dominion Energy. Spanish-language support is available; interpreters for additional languages can be added on request.

For online self-service, start at dominionenergy.com and click “Sign In.” If you’re in South Carolina, use dominionenergysc.com for rate-specific and program-specific details. The Dominion Energy mobile app (iOS and Android, search “Dominion Energy”) supports biometric login, outage reporting, payment, usage graphs, and alerts. The outage center and map are public: dominionenergy.com/outage-center (Virginia/NC) and dominionenergysc.com/outages (SC).

• 24/7 outages and emergencies: 1-866-366-4357 (say “outage”); in an emergency (fire, gas odor), call 911 first.
• Web portals: dominionenergy.com (VA/NC) and dominionenergysc.com (SC). App: “Dominion Energy” on iOS/Android.
• Corporate HQ: 120 Tredegar St, Richmond, VA 23219 (not a customer payment office; see bill for remittance details).
• Outage maps: dominionenergy.com/outage-center (VA/NC) and dominionenergysc.com/outages (SC).

Starting, Stopping, or Transferring Service

Submitting move requests online is quickest. Most residential electric turn-ons at a meter-ready premise can be scheduled as soon as the next business day; same-day service may be offered in many areas when submitted before mid-afternoon (availability varies by workload and safety conditions). New construction or meter sets require additional lead time; coordinate early if you need trenching, inspections, or line extensions.

Dominion typically performs a soft credit screen to determine if a security deposit is required. If assessed, the deposit is applied to your account and is generally refundable after a period of on-time payments or at account closure, consistent with state rules. You may be able to avoid a deposit by providing a letter of credit from a prior utility, adding a qualifying guarantor, or enrolling in auto pay—check your state-specific options in your online dashboard or with an agent.

When stopping or transferring, schedule at least a few business days ahead. Final bills include prorated energy and any applicable fees. If you have life-support or medical equipment, ensure the new service is active and verified before moving; a brief overlap between old and new accounts can prevent unintended interruptions.

Billing, Rates, and Ways to Pay

Dominion offers monthly billing with standard residential rates that include energy charges, riders (for fuel, efficiency, and grid programs), and basic facilities charges. Your effective cents-per-kWh varies by usage tier, season, and riders approved by state regulators. You can view itemized rate details and historical usage in your online account. Budget Billing (Levelized Billing) smooths seasonal swings by averaging recent bills and adjusting periodically to prevent large true-ups.

Payment options include no-fee bank draft (Auto Pay), one-time ACH, and third-party credit/debit cards (a convenience fee may apply and is shown at checkout before you confirm). You can also pay via the mobile app or at an authorized payment location; use the locator on the website to ensure the site is authorized so funds post the same or next business day. Mailed payments should go to the remittance address printed on your bill stub, which can differ by state and service type—do not mail to the corporate HQ.

If you’re running behind, request a payment extension or installment plan online before the due date. Disconnection for nonpayment follows state-regulated notice rules; reconnect fees and a deposit may be assessed if service is disconnected. To avoid collection activity, contact customer care as soon as you know a payment will be late—arrangements are much easier before a field order is issued.

Outages, Safety, and Reliability

Always report outages—alerts from multiple customers help Dominion pinpoint the affected circuit or transformer. Report online, in the app, or by calling 1-866-366-4357. The outage map shows cause (when known), crew status, and estimated time of restoration (ETR). ETRs are updated as crews assess damage; severe storms can produce changing ETRs as conditions evolve and additional hazards (flooding, downed trees) are discovered.

Stay at least 30 feet from any downed or low-hanging wire and keep others away. Never attempt to remove tree limbs from lines. If you depend on electricity for medical devices, maintain a backup plan—battery reserves, portable power, or an alternate location—and notify Dominion to place a medical alert flag on your account. This flag helps with outreach but does not guarantee priority or uninterrupted service; in emergencies, call 911.

Vegetation management is a major driver of reliability. If you see a tree encroaching on distribution lines, submit a trimming request via the website with photos and the nearest address. For service drops crossing your property, Dominion may advise you to coordinate with a licensed arborist; never prune near energized lines yourself.

Payment Assistance and Efficiency Programs

Dominion’s assistance portfolio includes company-funded and regulator-approved options. In Virginia, EnergyShare—operated with nonprofit partners—has supported eligible customers for decades with bill-payment grants and weatherization services. Eligibility is typically based on income and documented need; availability and annual caps depend on funding cycles approved by the Virginia State Corporation Commission.

Low-income households may also qualify for federal and state programs such as LIHEAP and weatherization. Apply through your local community action agency; Dominion’s customer care can refer you to the appropriate office based on ZIP code. If approved, pledges from agencies are posted to your Dominion account to prevent disconnection while funds are processed.

Efficiency programs—like free energy audits, smart thermostat rebates, and appliance incentives—reduce bills long-term. Check your state’s current offerings and rebate amounts in your online account; incentive levels and eligible equipment lists are updated periodically and may require pre-approval before purchase.

Escalations, Complaints, and Your Rights

If an issue isn’t resolved on first contact, ask for a case number and request escalation to a supervisor or a dedicated customer relations team. Provide documentation (photos of meter reads, receipts, agency pledge letters). For complex billing disputes, submit a written summary via the website’s contact form or by certified mail to the address provided by the agent, referencing your case number for tracking.

As a regulated utility, Dominion’s rates, certain fees, and service-quality standards are overseen by state commissions. If you believe your issue remains unresolved after working with Dominion, you can contact your state regulator: in Virginia, the State Corporation Commission (scc.virginia.gov); in South Carolina, the Public Service Commission (psc.sc.gov) and the Office of Regulatory Staff Consumer Services (ors.sc.gov). Regulators can review disconnection notices, deposit assessments, back-billing, and meter-accuracy disputes under state rules.

What to Have Ready When You Call or Chat

• Account number (from your bill or online profile), service address, and a call-back number that accepts voicemail.
• For moves: move-in/out dates, landlord/closing details, and meter access instructions (gate codes, pets on site).
• For billing: recent payment confirmation (amount, date, method), photos of meter read if disputing usage, and any agency pledge ID.
• For outages: when the power went out, visible hazards (trees, wires down), and whether neighbors are also out.

Quick Tips to Save Time

Set up Auto Pay and paperless billing to avoid late fees and check your usage weekly in the app; customers who monitor usage regularly tend to catch abnormal consumption early (for example, a failing HVAC or water heater). Enable outage and bill alerts by email/SMS/push in your profile.

Before major weather, charge devices and update your contact preferences. After service work or meter change-outs, verify that your next bill reflects the correct read sequence; if something looks off, contact customer care within the same billing cycle for the quickest correction.

Does Dominion have 24 hour customer service?

Dominion’s office hours are 8:30 a.m. to 4:30 p.m. Eastern, Monday through Friday. Service Team Associates are available from 7:30 a.m. to 6:00 p.m. Eastern, Monday through Friday, at 888.518. 5338. After business hours, members have access to certain functions via our Interactive Voice Response (IVR) system.

How do I talk to someone at Dominion Energy?

If you have a dispute about your bill or service that you are unable to resolve with us, you may contact the Office of Regulatory Staff by phone 1-800-922-1531 or by e-mail at [email protected].

What is the fastest way to reach a Dominion customer service rep?

Let us know how we can assist you today.

• Chat With Us.
• 888.518.5338.
• Complete the Contact form.

Is Dominion Energy 24 hour customer service SC?

Give us a call at 800-251-7234. We’re available Monday through Friday, through 8:00 a.m. to 5:00 p.m.