Natural Fuel Gas Utility Resources

National Fuel Gas is a diversified energy company headquartered in Williamsville, New York. It provides natural gas services to residential, commercial, and industrial customers in western New York and northwestern Pennsylvania. National Fuel Gas encompasses several business segments, including Utility (National Fuel Gas Distribution Corporation), Pipeline and Storage, Exploration and Production (Seneca Resources Company), and Gathering. The utility segment, National Fuel Gas Distribution Corporation, serves over 750,000 customers, delivering safe and reliable natural gas for heating, cooking, and other applications. The company is committed to customer satisfaction, safety, environmental responsibility, and community involvement.

You can reach National Fuel Gas customer service through various convenient methods:

• By Phone:

  • Customer Service (New York State): Call 1-716-686-6123 or toll-free at 1-800-365-3234 for billing inquiries, service requests, or general information. Representatives are available Monday through Friday from 7:00 AM to 6:00 PM.

  • Customer Service (Pennsylvania): Call 1-814-871-8200 or toll-free at 1-800-365-3234.

  • Emergency Line (Gas Leaks or Odors): Call 1-800-444-3130 immediately (available 24/7).

• Online:

  • Visit the Contact Us page on the National Fuel Gas website to send an email or access online resources.

  • Online Account Services: Register or log in to the Online Account Services portal for account management.

• Mailing Address: National Fuel Gas P.O. Box 2081 Erie, PA 16512

• In Person:

  • Customer Assistance Centers: Check the Locations and Hours page for addresses and operating hours in your area.

For emergencies such as gas leaks or odors, do not hesitate to call the emergency line at 1-800-444-3130 immediately.

National Fuel Gas offers a variety of convenient payment options to suit your needs:

• Online Payments:

  • Online Account Services: Register or log in to the Online Account Services portal to view and pay bills securely using a bank account or credit/debit card.

  • One-Time Payment: Make a one-time payment without logging in via the Online Bill Pay option.

• Automatic Payment (Direct Payment Plan):

  • Enroll in the Direct Payment Plan to have your monthly bill automatically deducted from your checking or savings account on the due date.

  • Enrollment: Complete the Direct Payment Plan Authorization Form available on their website.

• By Phone:

  • Call 1-866-999-3277 to pay your bill over the phone using the automated system. Have your account number and payment method ready.

• Mobile App:

  • As of October 2023, National Fuel Gas does not have a dedicated mobile app. Customers can access the mobile-friendly website for account management.

• In Person:

  • Pay at authorized payment centers, such as supermarkets and retail stores. Use the Payment Locations finder on their website to locate a site near you.

  • Third-Party Payment Services:

    • Utilize services like Western Union or MoneyGram. Be aware that additional fees may apply, and processing times may vary.

  Note: When using third-party services, ensure they are authorized by National Fuel Gas to avoid delays or additional charges.

Budget Plan:

National Fuel Gas offers a Budget Plan to help customers manage their energy expenses by spreading costs evenly throughout the year:

• How It Works:

  • Your annual gas usage is estimated based on historical data.

  • This amount is divided into equal monthly payments, allowing for predictable budgeting.

  • The account is reviewed periodically, and adjustments are made if necessary to reflect actual usage.

• Enrollment:

  • Enroll in the Budget Plan through the Online Account Services portal or by calling customer service at 1-800-365-3234.

Payment Assistance Programs:

National Fuel Gas provides several assistance programs to support customers facing financial difficulties:

• Low Income Home Energy Assistance Program (LIHEAP):

  • Provides grants to help low-income households pay heating bills.

  • Eligibility: Based on household income and size.

  • How to Apply:

    • New York Customers: Visit the New York LIHEAP website or call 1-800-342-3009.

    • Pennsylvania Customers: Visit the Pennsylvania LIHEAP website or call 1-866-857-7095.

• Emergency HEAP and Crisis Grants:

  • Additional assistance for customers who have received a shut-off notice or are low on fuel.

  • Application: Contact your local Department of Social Services.

• Neighbor For Neighbor Heat Fund:

  • Provides assistance to elderly or disabled individuals, and those on low incomes facing a heating emergency.

  • How to Apply: Call 1-716-686-6123 or visit the Neighbor For Neighbor page.

• Special Protections for Vulnerable Customers:

  • Offers protections against service discontinuation for eligible seniors, disabled customers, and households with infants.

  • Enrollment: Contact customer service for details.

• Deferred Payment Agreements:

  • Allows customers to pay outstanding balances over time.

  • How to Apply: Contact customer service to discuss options.

For comprehensive information on these programs, eligibility criteria, and application processes, visit the Assistance Programs page or contact customer service.

Starting Service:

• Online Request:

  • Visit the Start Service page.

  • Complete the online form with required information, including your name, contact details, service address, and preferred start date (please allow at least three business days).

• By Phone:

  • Call 1-800-365-3234 to speak with a customer service representative who can assist with your request.

• Required Information:

  • Identification: Social Security Number or Tax ID.

  • Proof of Occupancy: Lease agreement, closing documents, or deed.

Stopping Service:

• Online Request:

  • Visit the Stop Service page.

  • Provide your account number, current address, and the date you wish the service to be discontinued.

• By Phone:

  • Call customer service to schedule a service termination.

• Final Meter Reading:

  • Ensure that the meter is accessible for a final reading on the scheduled date.

Transferring Service:

• Moving Within Service Area:

  • Contact customer service to transfer your service to a new address within National Fuel Gas's service area.

  • Provide new address details and move-in/move-out dates to coordinate the transfer.

Additional Notes:

• Security Deposits:

  • A deposit may be required for new customers or accounts with prior payment issues.

• Service Appointments:

  • A technician may need access to your property to activate or deactivate gas service and perform safety checks.

• Advance Notice:

  • It's recommended to request service changes at least three to five days in advance to ensure a smooth transition.

Yes, Natural Fuel Gas offers several energy efficiency programs and rebates to help reduce energy consumption and save on costs. These include rebates for high-efficiency furnaces, water heaters, and insulation upgrades. Visit the Energy Efficiency Programs page to learn more about available incentives and how to apply.

Natural Fuel Gas is committed to promoting renewable energy through various initiatives. Investments are made in renewable natural gas (RNG) projects, the development of sustainable energy infrastructure is supported, and customers are encouraged to adopt eco-friendly practices. For detailed information on renewable energy efforts, visit the Sustainability page.

National Fuel Gas's rates and tariffs are regulated by the respective state Public Service Commissions and are designed to cover the costs of providing safe and reliable natural gas service.

Rate Components:

1. Gas Supply Charges:

   • Reflects the cost of the natural gas commodity.

   • Adjusted periodically to align with market prices.

   • National Fuel Gas does not profit from the gas commodity costs; they are passed through to customers without markup.

2. Delivery Charges:

   • Covers the cost of delivering gas through the pipeline system, including maintenance and infrastructure investments.

3. System Improvement Charges:

   • Funds upgrades and improvements to the gas distribution system.

4. Taxes and Regulatory Fees:

   • Includes state and local taxes and other fees mandated by law.

Accessing Rate Information:

• Rates and Tariffs Page:

  • Visit the Rates and Tariffs section on the National Fuel Gas website to view current rate schedules for New York and Pennsylvania.

• Tariff Documents:

  • Download detailed tariff documents for comprehensive information on rates, charges, and terms of service.

• Bill Calculator:

  • Use any available tools on their website to estimate your monthly charges based on expected gas usage.

Customer Service:

• For personalized rate information or questions about your bill, contact customer service at 1-800-365-3234.

Customer Choice Program:

• Energy Choice:

  • Customers in New York and Pennsylvania may have the option to choose an alternative gas supplier for the commodity portion of their bill.

  • How It Works:

    • National Fuel Gas continues to deliver gas and maintain the pipeline system.

    • The third-party supplier provides the gas commodity.

  • Benefits:

    • Potential cost savings.

    • Flexible pricing plans.

  • Considerations:

    • Review supplier contracts carefully.

    • Ensure the supplier is licensed and approved.

    • Be aware of variable rates and any cancellation fees.

For a list of approved suppliers and more information, visit the Customer Choice page.

While natural gas is a fossil fuel, National Fuel Gas is committed to environmental sustainability and offers programs to promote energy efficiency and support environmental initiatives:

Energy Efficiency Programs:

• Conservation Incentive Program (CIP):

  • Provides rebates and incentives to help customers improve energy efficiency in their homes and businesses.

  • Benefits:

    • Rebates for high-efficiency natural gas appliances such as furnaces, boilers, water heaters, and thermostats.

    • Energy-saving tips and resources.

  • How to Participate:

    • Visit the Conservation Incentive Program page to view eligible products and submit rebate applications.

Environmental Initiatives:

• Infrastructure Modernization:

  • Investing in pipeline upgrades to enhance safety and reduce methane emissions.

• Renewable Natural Gas (RNG):

  • Exploring opportunities to integrate RNG produced from organic waste into the gas supply, reducing greenhouse gas emissions.

Education and Outreach:

• Energy Efficiency Tips:

  • Provides customers with tips and resources to reduce energy consumption and lower bills.

• Community Programs:

  • Supports local environmental initiatives and participates in community outreach programs.

Green Programs:

• Carbon Offsets:

  • While not directly offered, customers can explore third-party programs to offset their carbon footprint associated with natural gas usage.

For more detailed information on National Fuel Gas's environmental commitment and energy efficiency programs, visit the Energy Savings section of their website.

National Fuel Gas provides numerous resources and programs to help customers reduce energy consumption and save money:

Energy Efficiency Tips:

• Heating and Cooling:

  • Set your thermostat to 68°F in the winter when home and lower it when away or sleeping.

  • Use programmable or smart thermostats to automate temperature adjustments.

  • Schedule regular maintenance for your heating system to ensure efficiency.

• Insulation and Sealing:

  • Improve home insulation in attics, walls, and crawl spaces.

  • Seal leaks around windows, doors, and ducts to prevent heat loss.

• Water Heating:

  • Set your water heater thermostat to 120°F.

  • Install low-flow showerheads and faucet aerators to reduce hot water usage.

  • Fix leaky faucets promptly.

• Appliances:

  • Opt for ENERGY STAR® certified appliances that consume less energy.

  • Run full loads in dishwashers and washing machines.

  • Unplug devices and appliances when not in use to avoid "phantom" energy usage.

Rebate Programs:

• Conservation Incentive Program (CIP) Rebates:

  • Receive cash rebates for purchasing qualifying high-efficiency natural gas appliances.

  • How to Apply:

    • Visit the Conservation Incentive Program page to download rebate forms and view eligibility criteria.

• Home Energy Assessment:

  • Schedule a home energy assessment to identify specific areas where your home can be more energy-efficient.

  • Benefits:

    • Personalized recommendations.

    • Access to additional rebates and incentives.

Online Tools and Resources:

• Energy Usage Calculator:

  • Use online calculators to understand your energy usage patterns and receive customized saving tips.

• Educational Materials:

  • Access articles, guides, and videos on energy conservation strategies.

Community Programs:

• Workshops and Events:

  • Participate in local workshops that focus on energy efficiency and sustainability practices.

Customer Support:

• Personalized Assistance:

  • Contact National Fuel Gas's energy efficiency specialists at 1-800-365-3234 for personalized advice and information on energy-saving programs.

Implementing these strategies can lead to significant savings on your natural gas bill and contribute to environmental conservation.

As National Fuel Gas is a natural gas utility company, it does not manage electrical services or power lines. However, encountering a downed power line or electrical hazard is dangerous. Here are the steps you should take:

1. Stay Away:

   • Keep a safe distance of at least 30 feet from the downed line and anything it may be touching, including puddles of water and metal objects.

2. Do Not Touch:

   • Do not attempt to move or touch the power line or any objects in contact with it, such as vehicles or tree limbs.

3. Avoid the Area:

   • Do not drive over downed power lines or through water that may be in contact with them.

4. Call for Help:

   • Immediately call 911 to report the hazard.

   • Contact the local electric utility company responsible for power services in your area to report the issue.

5. Warn Others:

   • Keep others away from the area until emergency responders arrive.

For Gas-Related Emergencies:

• If the downed power line has caused damage to gas lines or you smell gas:

  • Evacuate the area immediately.

  • Avoid Sparks: Do not use electronic devices or anything that could create a spark.

  • Call National Fuel Gas: From a safe location, call 1-800-444-3130 to report the gas emergency.

Important Contacts:

• Local Electric Utility Companies:

  • New York State Electric & Gas (NYSEG): 1-800-572-1131

  • National Grid (Upstate NY): 1-800-867-5222

  • Penelec (Pennsylvania): 1-888-544-4877

Always prioritize safety and do not take any risks when dealing with electrical hazards.