Information Guide. We mean business and satisfaction. And we want yours. The Gas Company Information Guide

Transcription

1 Information Guide We mean business and satisfaction. And we want yours. The Gas Company Information Guide a

2 Dear Valued Customer: Aloha and thank you for choosing The Gas Company for safe, reliable and environmentally friendly gas energy. Gas is cleaner less than 40% of the carbon output of electricity for the same tasks. Gas is cheaper less than the cost of electricity for the same tasks. Gas is reliable when the electricity fails, depend on gas for powering gas generators to turn your lights and electric appliances back on quickly. The Gas Company started as a small kama aina-owned company in Although we ve changed names and locations over the years, one thing has not changed: Our commitment to excellence in customer service. Today, The Gas Company provides gas energy to consumers, businesses and government throughout the state of Hawaii Oahu, Maui, Hawaii, Kauai, Molokai and Lanai. We make synthetic natural gas (SNG) and supply it through a 1,100- mile pipeline network on Oahu. In addition, we supply liquefied petroleum gas (LPG or propane) which is refined in Hawaii or imported, to our customers statewide. We serve our community with pride and offer a more efficient fuel source for water heating, cooking and clothes drying. Using gas for heat energy makes the most sense. Next to the sun itself, gas is the smartest and best source of heat energy in and for Hawaii. For more information about our Company, call us or visit our website at We look forward to serving you. Mahalo, The Gas Company `Ohana b The Gas Company Information Guide

3 Table of Contents Types of Services Provided...2 Tank and Cylinder Refills Understanding Your Gas Bill About Your Bill Tank Service...4 Cylinder Service...4 How to Read Your Meter...5 Questions About Your Gas Bill...5 Estimated Bills...6 Stopping/Restarting Service Customer Safety Using Your Gas Appliances Fumigating Your Home Disaster Preparedness...9 Gas Piping...9 Ownership and Caring for Your Gas Piping...9 Call Before You Dig! Damage to a Pipeline...10 Gas Leaks Detecting a Leak...11 Saving with Gas Business Address and Bill Payment Information...12 Other Important Telephone Numbers Hour Emergency Numbers back cover The Gas Company Information Guide 1

4 Types of Services Provided The Gas Company provides utility service, which is regulated by the Public Utilities Commission, as well as non-utility service. On Oahu, most of our utility customers use synthetic natural gas (SNG) that is delivered by an underground piping system from our 16.7 million-cubic-foot-capacity manufacturing plant in Campbell Industrial Park. On the Neighbor Islands and in some areas of Oahu not served by SNG, our utility customers are supplied by liquefied petroleum gas (LPG or propane), through underground piping systems from a central storage facility located near their homes or businesses. When an underground piping utility system is not available, propane customers are provided with our non-utility service and supplied with propane from cylinders, tanks or metered propane service. In these instances, the cylinders or tanks are usually located near the point of use. Tank and Cylinder Refills Propane deliveries to most tank customers are made on a regular, computer-scheduled basis. Our delivery driver will leave you a numbered ticket showing the delivery date and gallons delivered. You are billed for the gallons delivered during the billing period, plus a Customer Charge. If you are served with propane from a single tank with other customers, you will have a meter to measure your individual consumption. You will be billed for your metered consumption during the billing period, plus a Customer Charge. Tanks are installed for you and are maintained and owned by The Gas Company. The Gas Company generally keeps track of your average propane usage and automatically schedules deliveries to maintain an adequate supply. However, depending on your usage, you may require a refill earlier than scheduled. Commercial customers expecting a change in consumption, or those who plan to add or change equipment, should contact The Gas Company in advance so that we can help you maintain continuous service and determine your most advantageous rate schedule. Propane Tank Refill The Gas company has several options to choose from to meet your delivery needs. Customers have a choice between being on Automatic Status, Will Call Status, or put on a Scheduled Delivery interval. AUTOMATIC status means you will be scheduled to receive an automatic refill each time your tank gauge reaches 30% based on your average consumption. Customers with irregular usage or having wide variations in gas usage due to equipment such as pool heaters, tiki 2 The Gas Company Information Guide

5 torches, barbecues, stand-by generators, or space heaters, are normally placed on WILL CALL service. These customers will need to check their tank gauges periodically and contact Customer Care to notify us for a refill when it reads 35% DO NOT USE FOR FILLING MAXIMUM LEVEL AT LIQUID TEMP Tank gauge showing 35% full We normally will schedule a refill within seven (7) working days of your call. There will be a Service Charge for customers requesting immediate refills. SCHEDULED DELIVERY INTERVAL is for customers who may live in an area that has a scheduled delivery interval based on seven (7) or more days. Contact The Gas Company if you have questions about your delivery schedule. Propane Cylinder Delivery Customers with low gas usage are usually served from two 100-pound portable propane cylinders. When one cylinder is almost empty (when the flame on an appliance becomes smaller or the appliance will not re-light), the manifold lever (shown below) should be manually turned so the arrow points to the other full cylinder. To cylinder O P E N To cylinder To switch: turn lever arrow toward full cylinder M A N U A L M A N I F O L D To appliance Once you switch cylinders, call the Oahu Customer Care Department or your Neighbor Island office to order a replacement cylinder. Cylinder replacements generally are delivered within seven (7) working days. Cylinder customers are billed for each cylinder delivered during the billing period, plus a Customer Charge. The Gas Company Information Guide 3

6 Understanding Your Gas Bill About Your Bill The Gas Company sends a monthly bill to each of its customers for gas services received in the previous monthly period. For our utility customers and those non-utility customers receiving gas from a shared tank or holder, gas usage is measured by a meter that is read monthly. Sometimes a meter reading may be estimated, based on your average use for the previous six (6) month period. Any necessary adjustment between estimated and actual gas usage is made on the next bill after the meter has been read again. For a detailed explanation of estimated meter readings, please refer to About Your Estimated Bill. The amount of your monthly bill may vary for many reasons such as: 1) Changes in the cost of fuel, 2) The number of days in the billing period, 3) More gas usage due to colder weather or perhaps an increase in the number of household occupants and guests, 4) The age of your gas appliances, and 5) Delivery to your tank or replacement of your cylinder during the billing period. Once a year, all utility customers are entitled to request a statement of actual monthly gas usage for the same period in the prior year. If you have questions about your bill, please call our Customer Care Department or your Neighbor Island office. Tank Service Your first bill will include the cost of installation, the gas in the tank, and any deliveries made during the billing period. Future bills will show gas deliveries and services requested and/or provided during the billing period. If gas service is discontinued, a credit will be issued for the amount of propane left in the tank when the account is closed. (For Customer Owned Tank no gas credit will be issued.) Cylinder Service Your first bill will include the cost of installation, and the cost of each cylinder of gas delivered. Future bills will reflect the cost of gas delivered during the billing period as well as any services requested and/or provided. Cylinders are usually installed in pairs, and upon initiation of service, please call for replacement of an empty cylinder and allow at least seven (7) working days for delivery. If gas service is discontinued, credit will be issued only for full cylinders of propane that are returned. 4 The Gas Company Information Guide

7 How to Read Your Meter The Gas Company uses two (2) basic types of meters to measure customer gas usage. Digital meters measure the amount of gas used and work like the reading of a car odometer. For example, a reading of: indicates that 225 units of gas have been used since the meter was installed. Current use is calculated by subtracting the Last Reading (shown on your gas bill) from the Current Reading. For example: Current Reading: Last Reading: Amount of Gas Used: 11 Clock-style meters have four or five dials. Like digital meters, clock meters measure gas usage. The dials move alternately clockwise and counter-clockwise. The dials are read by recording the number that the clock hand has just passed. The general rule is that when a pointer is between numbers always use the smaller number This is read as 41 The current use is calculated by subtracting the Last Reading (shown on your gas bill) from the Current Reading. Questions About Your Gas Bill If, after reading this brochure, you still need help in understanding how your meter or gauge reading affects your bill, please contact our Customer Care Department before the payment due date. After talking with us, if you still believe your bill is incorrect, you may send us your description of the error and ask for a written explanation. However, payment of the undisputed portion of the bill must be received by the due date, and payment of any disputed portion is due within seven (7) days of receiving the Company s written response to your request. If you are using our automatic bill payment service, you can The Gas Company Information Guide 5

8 stop or reverse payment on the disputed portion of your bill by contacting us within 10 days after receipt of the billing statement. After receiving a written explanation from us, if you still believe your bill is in error, you may pay the disputed portion under protest by sending a separate letter with your name, account number, the bill due date, disputed amount, a description of the error, and an explanation of why you believe your bill contains an error. Do not write on the bill. Instead, if you have any documentation of why you believe the bill is wrong, include it and keep a copy for yourself. Send your payment under protest by mail to the Customer Care Department. We must receive your payment under protest within 60 days after the bill date (due date). If you are a utility customer and are not satisfied with the resolution of your dispute you may also mail a copy of your letter and supporting documentation for further investigation to: Hawaii Public Utilities Commission 465 S. King Street, Suite 103 Honolulu, HI Estimated Bills Our meter reader will make every effort to read your meter every month. However, we may occasionally estimate your monthly gas bill due to emergencies, bad weather, or inability to access your meter. To minimize the number of estimated bills you receive, the following options are available: Provide us with a key that can be used to access your meter. Call our Oahu Customer Care Department or your Neighbor Island branch office and provide us with instructions on how to access your meter. Read your own meter. Ask us for a supply of meter reading tags, and we will bill you according to your reading. Remove obstructions that may block our access to read your gas meter. 6 The Gas Company Information Guide

9 Stopping/Restarting Service If you plan to move, please call us at least two (2) working days prior to the day you want your gas service discontinued or transferred to another address. For safety and billing reasons, we need access to read your meter or tank gauge and to inspect your gas equipment. To restart an account that has been closed or terminated, you will need to provide a valid proof of identity and meet The Gas Company s credit standards. A deposit may also be required. Service Termination With Notice The Gas Company can stop service to you after five (5) days written notice for: 1. Failing to make a timely deposit or to establish credit. 2. Failing to pay a past due bill or fraud. 3. Failing to allow us reasonable access to Company equipment. 4. Noncompliance with our tariffs, rules or any applicable contracts. 5. Failing to secure necessary equipment, permits, permissions, certificates, or rights-of-way. Under some conditions, The Gas Company may give special consideration to service terminations for the elderly or special needs customers. Service Termination Without Notice The Gas Company can stop service without notice if we determine that: 1. Your piping, appliances or apparatus is unsafe. 2. Company-owned equipment has been tampered with. 3. Your equipment is being used in a way that can harm the Company s facilities, or can interfere with service to other customers. The Gas Company Information Guide 7

10 Customer Safety Awareness, sensible precautions and proper maintenance of your gas system and appliances make the use of gas energy safe and reliable. Using Your Gas Appliances Always follow the manufacturer s instructions for installing, operating and caring for your gas appliances. Because propane has a higher BTU content or heating value content than SNG, check that the orifices for your gas appliances are sized appropriately for the gas product you are using. If your pilot light goes out, follow the manufacturer s instructions and wait for any accumulated gas to disperse before relighting. If problems continue, call our Customer Care Department or your Neighbor Island Office. If your appliance does not have an automatic ignition or you have lost electrical power and your automatic ignition does not work and you require a match to light your gas burner, always light the match first and hold it at the point of lighting before you turn on the gas. Keep combustibles (curtains, papers, fluids, etc.) away from open gas flames, and keep burner surfaces clean. Gas line, appliance or equipment installation and repair jobs should be handled by trained professionals, and may require a county building permit. You should not attempt to do the repairs yourself. If your gas water heater is installed in an enclosed location, be sure that it is properly vented. Fumigating Your Home For safety, the gas should be turned off if you are fumigating your home. When using insecticide foggers in your home, always read and follow the label carefully. If you are unsure of what to do with your pilot light on your gas appliance, put it out. Once you have fully ventilated the area that has been fumigated, follow the appliance manufacturer s instructions to relight your pilot light. If you smell gas, do not relight and call The Gas Company. 8 The Gas Company Information Guide

11 If you are tenting your home and the termite exterminating company does not turn the meter/tank/cylinder off, contact The Gas Company and we will send a trained service technician to turn off the gas prior to fumigation and then return to turn the gas back on after completion. The Gas Company only charges a fee for turning the gas on after fumigation. Disaster Preparedness Know how and when to turn off your gas at the main valves and share this information with your family in the event you need to prepare for the threat of a natural disaster and may be required to evacuate. Keep any tools that you will need near gas shut off valves. Turn off the gas only if you suspect your pipelines are damaged, you suspect a leak, or if local officials instruct you to do so. (Note: Gas Shut-off Procedure If you may be required to evacuate due to a threatening natural disaster, tune in to State Civil Defense public announcements and listen for instructions related to how to handle your gas. If the gas is turned off for any reason, only a trained, qualified gas company professional can turn it back on. It might take several days and may include a Service Charge.) Gas Piping Our gas pipelines are as large as 16 inches and as small as ¼ inch in diameter. Our pipelines are made of steel or highdensity polyethylene. Wherever possible, The Gas Company buries pipes with yellow warning tape; however, all underground facilities should be treated with caution. Never assume a pipe is abandoned at times polyethylene pipe is inserted into older steel pipe. Ownership and Caring for Your Gas Piping As with water lines, in most cases, you are the owner of the gas line from the meter, cylinder or tank to the appliances or equipment in your home or building, including any portion of the line that is buried. You are responsible for periodically inspecting your lines for leaks and corrosion. Commercial and industrial customers should have their gas piping checked once a year, and residential customers should have their piping checked for leaks once every five years. You should not attempt to inspect or make any repairs yourself. The Gas Company Information Guide 9

12 A licensed plumber can assist in locating, inspecting and repairing buried gas pipelines. If you discover a problem with the piping from the street to the meter (not applicable to cylinder and tank installations), please contact us and we ll take care of it. Digging or running heavy equipment can damage gas lines. Digging in the vicinity of gas lines should be done by hand. Call Before You Dig! Always have underground gas lines located before any excavation activity. Even when doing minor excavation, such as installing a mailbox, sprinkler system or fence, or planting a hedge, call the Hawaii One Call Center at 811 (toll free), at least five (5) working days ahead of time but not more than 28 calendar days prior to beginning planned excavation. Have your property Tax Map Key (TMK) number available. Damage to a Pipeline Even a slight gouge, scrape or minor dent in a gas pipeline, no matter how small, could eventually result in a rupture or leak. Damage to pipe coating could result in a future corrosion leak. Damage to the locating wire used for polyethylene pipes will make it difficult to locate the pipes in the future. Damage to any gas facility tank, cylinder, pipe, coating, marking tape, or locating wire could pose a present or future safety hazard. If you see any damage to gas facilities, please contact The Gas Company or your local fire department. If you or your contractor damage a gas facility, don t take a chance! Stop all work and check if there is a gas smell, hissing sound, bubbling, or any other signs of escaping gas. Step away from the area, and keep others away. Call the Gas Company s emergency line or your local fire department. Do not attempt repairs or backfill of a buried gas line until The Gas Company has inspected for and repaired any damage. Gas Leaks While gas leaks are rare, they can occur when (a) equipment is not properly connected or turned on, (b) equipment is moved, or (c) digging, corrosion or deterioration damages gas lines. 10 The Gas Company Information Guide

13 Detecting a Leak In order to help detect a leak, we add an environmentally safe odorant to the gas so that you can quickly smell even a small leak. The smell should alert you to a leak of less than 1% gas in the air, an amount far below the danger level. Other signs of a possible leak include discolored vegetation or an unusual noise coming from the pipeline, like a hissing or roaring sound. If you notice a gas leak indoors: 1. Open the windows and doors to disperse the gas. 2. Make sure the gas valves on the range and oven are in the closed or off position. 3. Avoid creating sparks or flames. 4. Do not turn off or on any electric switches or appliances, or use any type of phone, including a cell phone, near the gas leak. 5. Leave the house or building and use the nearest phone to call our 24-hour emergency number, on Oahu, or your Neighbor Island office, or your local fire department. Saving with Gas A home that uses gas for cooking, water heating, and clothes drying consumes less fossil fuel than an all-electric home. It is important for all of us to conserve energy, and using gas is one way to do this. Cooking with gas is more economical and energy efficient. Gas ranges turn on and off instantly, saving you time, energy and money. While gas ranges may cost a little more than their electric counterparts, it s almost always less expensive to use gas in the long run. There are other sources of information available on how you can save energy using gas. For more information on understanding the benefits and availability of clean, safe, reliable gas energy, go to the American Gas Association s Web site at In addition, you can learn about the use of energy efficient gas appliances at Thank you, again for choosing gas service from The Gas Company. We look forward to meeting your energy needs. The Gas Company Information Guide 11

14 Mail all bill payments to: The Gas Company P.O. Box Honolulu, HI Other Payment Options: Oahu 515 Kamakee Street Honolulu, HI ext. 1 Fax: Maui 70 Hana Highway Kahului, HI Fax: Hilo 945 Kalanianaole Ave. Hilo, HI Fax: Kauai 3990 Rice Street Lihue, HI Fax: Kona Kaiwi Street Kailua Kona, HI Fax: Lanai 730 Lanai Avenue Lanai City, HI Fax: Molokai Ulili Street Molokai Industrial Park Kaunakakai, HI Fax: First Hawaiian Bank Convenience Fee will be charged. Automatic Bill Payment Accepted through your checking or savings account. Call Customer Care or visit our website: com, to apply. Western Union Speedpay Visit our website and click PAY YOUR BILL, then click WESTERN UNION SPEED- PAY. Convenience Fee will be charged. Mail all other correspondence and inquiries to: The Gas Company P.O. Box 3000 Honolulu, HI Attn: Customer Care 12 The Gas Company Information Guide

15 Other Important Telephone Numbers: Oahu Customer Care ext. 1 Apply For New Residential Gas Service For Oahu: ext. 2 For Neighbor Islands: Call your Island Branch Office (contact phone numbers are listed on page 12) Apply For New Commercial Gas Service For Oahu: ext. 3 For Neighbor Islands: Call your Island Branch Office (contact phone numbers are listed on page 12) Pay Your Bill By Phone ext. 4 Excavation Permits For Oahu: ext. 5 For Neighbor Islands: Call your Island Branch Office (contact phone numbers are on page 12) Call Before You Dig 811 For more energy saving tips, and to learn more about using gas all around your home, visit our website at The Gas Company Information Guide 13

16 The Gas Company 24-Hour Emergency Numbers To report gas leaks or fires call 911 or: Oahu Hilo Kauai Kona Lanai Maui Molokai Printed on recycled paper. 14 The Gas Company Information Guide