At your request:
If you would like your service shut off, you should notify us at least three (3) working days ahead of time. You are responsible for gas use and payment for this use until the service has been shut off. We will disconnect your service within three (3) working days of your request and you will not be responsible for any gas used after three (3) working days.
Without customer request:
We may not disconnect gas service from December 1 through March 15 if customer is receiving or is eligible for the Energy Assistance Program.
We may disconnect gas service without request or advance notice under the following conditions:
- If a condition dangerous or hazardous to life, physical safety or property exists.
- Upon order by any court, Commission or any other duly authorized public authority.
- If fraudulent or unauthorized gas is detected and the company has reasonable grounds to believe the affected customer is responsible for such use.
- If the company’s regulating or measuring equipment has been tampered with and company has reasonable grounds to believe that the affected customer is responsible for such tampering.
We may disconnect gas service in other instances only by providing proper notification.
When we are required to give prior notice of service disconnection because of delinquent bill; two (2) ten day postponements can be received if separate statements from a doctor or public health official indicating that disconnection of gas would impose a threat to the health or safety of the person in the household.
We will not disconnect service under the following conditions:
- Failure to pay for merchandise or appliances purchased from us.
- Failure to pay for service at a different location which has remained unpaid for less than forty-five days.
- Failure to pay for service to a previous occupant of premised served unless we have good reason to believe customer is attempting to defraud us by using another name.
- Failure to pay a bill for a different for or class of gas service.
- If cause is shown or an inability to pay the full amount (financial hardship will be considered sufficient cause) and the customer agrees to (a) pay a reasonable portion of the bill ($ 25.00 or 10 % of the bill, whichever is less, unless a larger amount is mutually agreed upon.) (b) pay the remainder of the outstanding bill within three (3) months; (c) pay undisputed future bills for the term of the agreement as they become due; and (d) has not breached any similar agreement with us pursuant to this rule within the past twelve months.
We may add one late payment charge to the amount owed and the agreement must be in writing and signed by the customer and a representative of our company. If any part of the payment agreement is broken, gas service will be subject to immediate disconnection without further notice. A payment agreement will also be made available in case of an inability to pay a bill which is unusually large because of previously estimated billing, misapplication of IURC rules and regulations or human error, except the late charge will not be added to the payment agreement.
Gas service will not be disconnected for non-payment of a bill or a violation of any rule or regulation without fourteen (14) days advance written notice. Final notice will state the earliest date of any reason for the proposed disconnection. The notification will also contain our telephone number. The notice will not be sent before the account becomes delinquent.
Company representatives sent to shut off service will make a reasonable attempt to identify themselves and tell someone at the residence that gas service is being shut off. Our representative will have enough information to give reason for disconnection and the amount of any delinquent bill and will ask for any available proof that the delinquent bill has been taken care of or is currently in dispute pursuant to IURC review. If proof of either of the above is presented, service will not be shut off.
If gas is shut off and a customer is not at home, our representative will leave a notice that service has been disconnected, giving the location and telephone number of the office where arrangements can be made to restore service. Without proper notice, we will only disconnect service for nonpayment between the hours of 8:00 am and 3:00 pm prevailing time. Also we will not disconnect service for nonpayment after 12:00 noon of the day immediately preceding any day when our office will be closed.