Questar Customer Service — Expert Guide
Overview and recent history
Questar Gas Company was the primary natural gas distribution utility in Utah and parts of Wyoming for decades; in August 2016 Questar was acquired by Dominion Energy (transaction value approximately $4.4 billion), and many customer-facing functions were consolidated under Dominion Energy Utah. The transition changed corporate branding and billing platforms for millions of residential and commercial customers but preserved local distribution operations, emergency response procedures and state-regulated tariffs.
Today the “Questar” name still appears in some legacy documents and local references, so consumers seeking help should treat Questar-service questions as Dominion Energy Utah inquiries. Historically the utility served roughly one million customers in the Intermountain West; regardless of brand, customer service must comply with state Public Service Commission rules for billing, service disconnection and safety reporting.
Primary customer-service channels and operating principles
Utilities operate multiple channels: phone (24/7 for emergencies), online account management, email/contact forms, automated outage/status pages, and in-person payment centers or authorized payment agents. For gas leaks or an immediate life-safety threat, call 911 first; utilities also maintain a dedicated 24-hour emergency line listed on every bill and on the utility website. For non-emergency questions—billing, payment plans, new service, transfer of service—most customers use the utility’s customer service phone center during business hours and the online portal for account history and payment.
Best practice: always use the exact account number printed on the bill when you call, and take a photo or screenshot of the error or meter reading if you suspect a billing/metering issue. The online portal (see the company’s main website below) typically allows scheduled service requests, payment arrangements, historical use graphs (therms per month), and paperless-bill enrollment—features that reduce hold times and speed resolution.
Common issues, expected timelines and practical resolution steps
Billing disputes: common causes are estimated meter readings, billing cycle changes after acquisitions, incorrect rate class assignment, or unrecognized charges such as late fees. Typical resolution path: customer service review (within 5–10 business days), field meter verification if needed (often 7–14 days), and adjustment or credit if the meter error or billing error is confirmed. If you are charged a disconnect notice, request a temporary hold or a short-term payment arrangement immediately to avoid service interruption.
Service turn-on/turn-off and new service: simple reconnections or new-service activations for non-emergency circumstances often take 1–3 business days once all paperwork and payments are completed; more complex meter installations or safety inspections can extend to 7–10 business days. Emergency responses (gas odor/leak) are prioritized and typically receive a crew on site within hours, per standard utility safety protocols.
Escalation path and regulatory recourse
If front-line customer service cannot resolve a problem, escalate to the utility’s customer relations or executive support team; ask for a case reference number and an expected resolution date. Keep a written log (dates, agent names, reference numbers). If the utility’s internal escalation does not resolve the issue within the promised timeframe, file a formal complaint with your state Public Service Commission—this is a free, regulated avenue that often forces a documented investigation and can result in mandated refunds or billing corrections.
For Utah customers the regulator is the Public Service Commission of Utah (psc.utah.gov) which publishes complaint forms, tariff filings and adjudication decisions. If you live in another state, search “Public Service Commission” + your state to find the equivalent regulator; these agencies require your account number, copy of disputed bills and a timeline of steps already taken with the utility.
What to prepare before contacting customer service
Preparation saves time and increases the chance of a satisfactory outcome. Have your account number, service address, recent bill (PDF or photo), meter number (if available), dates/times when the problem occurred, and any photos (meter, appliance labels, leak evidence). For suspected leaks, evacuate and call emergency responders first; for billing disputes, collect 12 months of usage history to demonstrate anomalies versus seasonal baselines.
Maintain digital copies of all communications and note promised timelines. If you accept a payment arrangement, request written confirmation (email or portal message) that lists the payment schedule, any hold on disconnection, applicable fees and the contact person assigned to the case.
- Quick contact & escalation checklist: 1) Emergency: 911 then utility emergency line shown on bill; 2) Non-emergency: utility customer service via online portal for fastest resolution; 3) If unresolved after internal escalation: file with state PSC (e.g., psc.utah.gov for Utah).
- Documentation checklist to have ready: account number, full-service address, meter number, last 2 bills (PDF/photos), dates of calls (agent names & reference numbers), photos of meters/appliances, and any written notices from the utility.
