Accessibility Statement

Version: January 21, 2025

Our Commitment to Accessibility

At Columbia Gas of Virginia, we strive to make our products and services accessible to the broadest audience possible. We are dedicated to continuously evaluating and improving our websites to ensure they provide the best possible customer experience for everyone.

Website and Mobile App Accessibility  

Columbia Gas of Virginia is dedicated to delivering an accessible digital experience through the ongoing enhancement of our websites and mobile apps. We continuously monitor and assess their accessibility in alignment with the latest Web Content Accessibility Guidelines (WCAG) 2.2 Level AA, as of the writing of this statement.

Feedback  

We are continuously striving to enhance the accessibility of our website to ensure equal access for all users. If you have concerns about the accessibility of any content on this website or have suggestions, comments, or feedback to help us improve, please contact us using one of the methods below. 

Email: accessibility@nisource.com  
Mailing Address:
Columbia Gas of Virginia
1809 Coyote Drive
Chester, VA 23836
Phone: 1-800-543-8911 
Feedback Form: See below

If you have encountered a specific problem, please note the web address or URL where you experienced difficulty and describe the specific problem(s) you have encountered.

Accessibility Support  

PDF Accessibility  

For customers with registered online accounts, PDF versions of your bills are downloadable and accessible with current versions of screen readers such as NVDA or with PDF readers like Adobe Acrobat (using the zoom feature). If you encounter any issues accessing a PDF file, please contact us at 1-800-543-8911 for assistance. 

Large Print Bills 

We provide large print bills for our visually impaired customers who may have trouble reading the standard font on their printed bill.  To request large print bills, please call us at 1-800-543-8911.  

TTY Service

Our Interactive Voice Response (IVR) system is compatible with Text Telephone (TTY), a third-party service for customers with speech or hearing disabilities. IVR is our virtual phone system which you can interact with when calling our Customer Care Center. The system helps you get the information you need to resolve your reason for calling without needing to speak with a Customer Service Representative.  Learn more about IVR.

Language Support  

Website Translations

• Not all features or content on our website can be translated, including videos, graphics, and certain interactive elements.
• The translation is automated and may not accurately convey the full or intended meaning of the original English text. We do not control or guarantee the accuracy, reliability, or completeness of translations provided by Google Translate.
• As such, please do not relying solely on translated content for decisions involving safety, legal rights, financial matters, or other important purposes.
• The English version of this website remains the official and authoritative version. In the event of any discrepancy or inconsistency, the English version will take precedence. Additionally, any official communications from the company will be provided in English.

Spanish-Speaking Customer Support  

Spanish-speaking Customer Service Representatives are always available during support hours.  Call 1-800-543-8911 to reach Customer Service. Once connected to our Interactive Voice Response (IVR) system, press “6” to be connected to a Spanish-speaking agent.  

Translation Services

Translators are available to assist with many languages and dialects. If you require translation services to communicate, ask your Customer Service Representative for your preferred language once connected.

Medical Certifications

We recognize that accessibility includes meeting critical health and safety needs of our customers. For this reason, service shut-off may be delayed if a licensed physician or public health official states that disconnection would pose a serious and immediate threat to the health or safety of a designated person in your household. To learn more about eligibility requirements and guidelines, please call us at 1-800-543-8911.  

Diversity, Equity & Inclusion  

At Columbia Gas of Virginia, our commitment to Diversity, Equity & Inclusion extends to ensuring that all individuals, regardless of ability, have equal access to our services and information. Accessibility is a key part of our broader mission to place people at the heart of everything we do, while delivering outstanding customer experiences and providing safe, reliable, and affordable energy that meets the needs of all our customers.

Accessibility Feedback Form