Philadelphia Gas Works Utility Resources

Philadelphia Gas Works (PGW) is the largest municipally owned natural gas utility in the United States, serving more than 500,000 residential, commercial, and industrial customers within the city of Philadelphia, Pennsylvania. Established in 1836, PGW has been providing safe, reliable, and affordable natural gas services for over 185 years. The company is owned by the City of Philadelphia and is dedicated to enhancing the quality of life for its customers by:

• Providing Energy Solutions: Offering natural gas services for heating, cooking, and industrial processes.

• Ensuring Safety and Reliability: Investing in infrastructure modernization to maintain and improve the gas distribution system.

• Promoting Energy Efficiency: Encouraging conservation through programs and initiatives that help customers reduce energy usage and costs.

• Community Engagement: Supporting local initiatives, economic development, and environmental sustainability.

PGW operates under the oversight of the Philadelphia Facilities Management Corporation (PFMC) and is regulated by the Pennsylvania Public Utility Commission (PUC).

You can reach PGW customer service through several convenient methods:

• By Phone:

  • Customer Service Center:

    • Call (215) 235-1000 for billing inquiries, service requests, or general information.

    • Representatives are available Monday through Friday from 8:00 AM to 6:00 PM.

  • Emergency/Gas Leaks:

    • To report a gas leak or emergency, call (215) 235-1212 immediately (available 24/7).

  • Hearing Impaired (TTY/TDD):

    • Dial 711 and provide the operator with PGW's number.

• Online:

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

  • Online Account Management:

    • Register or log in to the My Account portal for account management.

• Mobile App:

  • Download the PGW My Account mobile app from the App Store or Google Play Store to manage your account and access customer service on the go.

• Mailing Address: Philadelphia Gas Works P.O. Box 11700 Newark, NJ 07101-4700

• In Person:

  • Customer Service Centers:

    • PGW operates several Customer Service Centers throughout Philadelphia.

    • Locations and Hours:

      • Visit the Customer Service Centers page for addresses and operating hours.

For emergencies such as gas leaks or odors, do not hesitate to call the emergency line at (215) 235-1212 immediately.

PGW offers a variety of convenient payment options to fit your needs:

• Online Payments:

  • My Account Portal:

    • Register or log in to the My Account 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 Pay Your Bill option.

• Automatic Payment (Direct Debit):

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

  • Enrollment:

    • Set up Direct Debit through your online account or by calling customer service at (215) 235-1000.

• Mobile App:

  • Use the PGW My Account mobile app to manage your account and make payments on the go.

• By Phone:

  • Call (215) 235-1000 to pay your bill over the phone using the automated system.

  • Have your account number and payment method ready.

  • Note: A convenience fee may apply when paying by phone.

• In Person:

  • Pay at PGW Customer Service Centers or authorized Payment Locations such as Rite Aid, Walmart, and other retail stores.

  • Use the Payment Locations finder on their website to locate a site near you.

• By Mail:

  • Send a check or money order along with your bill stub to: Philadelphia Gas Works P.O. Box 11700 Newark, NJ 07101-4700

• Third-Party Payment Services:

  • Utilize services like Western Union or MoneyGram.

  • Be aware that additional fees may apply, and processing times may vary.

Payment Assistance:

• Budget Billing:

  • Spread your annual gas costs evenly over 12 months for predictable bills.

• Third-Party Notification:

  • Designate a third party to receive copies of your bills and notices.

For more details on payment options, visit the Payment Options section on the PGW website.

If you suspect a gas leak or encounter a natural gas emergency, it's crucial to act quickly and prioritize safety:

1. Recognize the Signs of a Gas Leak:

   • Smell: A distinctive, rotten egg odor due to the added odorant (mercaptan).

   • Sound: Hissing, roaring, or whistling noises near gas lines or appliances.

   • Sight: Dead vegetation in an otherwise green area, dirt blowing into the air, or bubbling in wet areas.

2. Immediate Actions:

   • Do Not Use Electrical Devices:

     • Do not turn on or off any lights, appliances, or electronics.

   • Avoid Open Flames:

     • Do not light matches or lighters, and extinguish any open flames.

   • Evacuate the Area:

     • Leave the premises immediately. Do not try to locate the source of the leak.

   • Do Not Use Phones Inside:

     • Do not use cell phones or landlines inside the building.

3. Call for Help:

   • Once at a safe location, away from the suspected leak, call PGW's Emergency Hotline at (215) 235-1212.

   • Alternatively, call 911 to report the emergency.

4. Stay Away:

   • Do not re-enter the building until it has been declared safe by PGW personnel or emergency responders.

Additional Information:

• For more details on gas safety, visit the Safety page on the PGW website.

Budget Billing:

PGW offers a Budget Billing program 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 Budget Billing through the My Account portal or by calling customer service at (215) 235-1000.

Payment Assistance Programs:

PGW provides several assistance programs to support customers facing financial difficulties:

• Customer Responsibility Program (CRP):

  • Offers a reduced monthly payment amount based on income and usage.

  • Eligibility: Households with income at or below 150% of the federal poverty level.

  • How to Apply: Call (215) 235-1000 or visit the CRP page for more information.

• 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: Visit the Pennsylvania LIHEAP website or call (866) 857-7095.

• Utility Emergency Services Fund (UESF):

  • Provides grants to prevent utility service terminations or restore terminated services.

  • How to Apply: Contact UESF at (215) 972-5170 or visit www.uesfacts.org.

• Payment Arrangements:

  • Flexible payment plans to help manage past-due balances.

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

• Medical Certification:

  • Prevents service termination for households with a qualifying medical condition.

  • How to Apply: Provide a medical certificate from a licensed physician.

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

Starting Service:

• Online Request:

  • Visit the Start Service page.

  • Complete the online form with required information, including:

    • Name and contact details.

    • Service address.

    • Preferred start date (allow at least three business days).

    • Identification information (e.g., Social Security Number or Tax ID).

• By Phone:

  • Call (215) 235-1000 to speak with a customer service representative.

• Required Information:

  • Proof of identity.

  • Proof of occupancy (e.g., lease agreement or ownership documents).

Stopping Service:

• Online Request:

  • Visit the Stop Service page.

  • Provide your account number, service 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 PGW has access to your meter on the scheduled date.

Transferring Service:

• Moving Within PGW Service Area:

  • Use the Transfer Service option to move your service to a new address.

  • Provide details of your current and new addresses, and move-in/move-out dates.

Additional Notes:

• Security Deposits:

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

• Advance Notice:

  • It is recommended to request service changes at least five business days in advance.

• Assistance:

  • For help with starting, stopping, or transferring service, contact customer service at (215) 235-1000.

PGW's rates and tariffs are regulated by the Pennsylvania Public Utility Commission (PUC) 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 quarterly to align with market prices.

   • PGW 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. Customer Charges:

   • A fixed monthly fee that covers the cost of maintaining your account and meter.

4. Distribution System Improvement Charge (DSIC):

   • Funds upgrades and improvements to the gas distribution system.

5. 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 & Regulatory section on the PGW website to view current rate schedules.

• Tariff Documents:

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

• Bill Estimator:

  • 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 (215) 235-1000.

Customer Choice Program:

• Natural Gas Choice:

  • Pennsylvania's Natural Gas Choice program allows customers to choose an alternative gas supplier for the commodity portion of their bill.

• How It Works:

  • PGW 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 by the Pennsylvania PUC.

  • Be aware of variable rates and any cancellation fees.

For a list of approved suppliers and more information, visit the PA Gas Switch website.

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

Energy Efficiency Programs:

• EnergySense Programs:

  • Residential Equipment Rebates:

    • Provides rebates for purchasing and installing high-efficiency natural gas appliances, such as furnaces, boilers, and water heaters.

    • Benefits:

      • Lower energy bills.

      • Improved home comfort.

    • How to Participate:

      • Visit the EnergySense Rebates page to view eligible products and submit rebate applications.

  • Home Energy Assessment:

    • Schedule an energy assessment to identify opportunities for improving your home's energy efficiency.

    • Benefits:

      • Personalized recommendations.

      • Access to additional rebates and incentives.

• Commercial and Industrial Programs:

  • Incentives for businesses to implement energy-efficient equipment and processes.

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.

Additional Resources:

• Visit the EnergySense section on the PGW website for more information on their commitment to environmental stewardship and energy efficiency programs.

PGW provides numerous resources and programs to help customers reduce energy consumption and save money:

Energy Efficiency Tips:

• Heating:

  • 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:

• EnergySense Rebates:

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

  • How to Apply:

    • Visit the EnergySense Rebates page to download rebate forms and view eligibility criteria.

Home Energy Assessment:

• Schedule an Assessment:

  • 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 PGW's energy efficiency specialists at (855) 749-7658 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 PGW 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 PGW: From a safe location, call (215) 235-1212 to report the gas emergency.

Important Contacts:

• Local Electric Utility Company (Philadelphia):

  • PECO Energy:

    • Customer Service: 1-800-494-4000

    • Emergency/Outages: 1-800-841-4141

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

For additional assistance or more information about Philadelphia Gas Works services, please visit the Official PGW Website or contact their customer support at (215) 235-1000.