Service Guarantees

If you schedule an appointment with us, we will strive to be there on time. If we’re more than 20 minutes late, you will receive $20.

If we must turn off your service for scheduled maintenance or construction, we will notify you at least 24 hours in advance. If we do not, you will receive $20.

If your service is interrupted, we will restore it as soon as possible. If it is not fully restored within 12 hours of the time that you contact us, barring extreme weather conditions, you will receive $20, and $20 for each additional 12-hour period that you are without service.

If you establish a new account with us (utilities already in place), we will connect it within two working days of your request; provided, no construction is required, all government inspections are met and required payment arrangements are made. If we do not, you will receive $20. You will also receive $20 for each additional 12-hour delay.

If you request a new electric, gas, water or sewer tap, we will connect it within 15 working days; provided, the utility’s infrastructure exists adjacent to your property, all government inspections are met and required payment arrangements are made. If it is not, you will receive $20 and an additional $20 for each additional 24-hour period your request for service is not met.

We will respond to most questions about your bill at the time you contact us. If your questions require further investigation, we will respond within 10 working days. If we do not, you will receive $20. If the nature of your problem requires a meter test, we’ll have the test conducted and let you know the results within 15 working days. If we do not, you will receive $20.

The following are circumstances in which our guarantees do not apply:

When a service person misses the appointment due to the need to respond to an emergency.

New gas service (taps) requests made between October 15 and December 15.

Gas pilot lighting appointments between October 15 and December 15.

Where access to the customer’s premises is not available or the customer is not ready for service.

During emergencies and/or extreme weather conditions such as snow, sleet, freezing rain or unusually high winds.

Multiple (five or more) meter sets and/or service turn-on’s.