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Gas Emergencies

1-800-444-3130
TTY: 711

Customer Service

NY: 716-686-6123
PA: 814-871-8200

Or Toll Free: 1-800-365-3234

Before You Dig,
Call 811 or

NY: 1-800-962-7962
PA: 1-800-242-1776

Media


716-857-7654
814-871-8199
NY Gas Supplier Choice

FAQs About the Program

Understanding Your Bill

  • Your bill lists Gas Supply Charges and Delivery Service Charges
    • Gas Supply Charges are the actual costs of the natural gas you purchased from National Fuel, or, if you choose, from an authorized supplier.
    • Delivery Service Charges are the costs of delivering gas to you through National Fuel's pipeline system, which is owned and operated by the Utility. These costs are regulated by the state regulatory agencies in New York and Pennsylvania and are the same price for all of our customers, no matter which supplier you choose.
    • If you choose to purchase your gas from another supplier, National Fuel will be notified of your decision and we will send you a letter confirming your intent to switch. Your account will be updated automatically and depending on the supplier, you may receive a separate bill for your gas supply from your new gas provider and a bill for the delivery service from National Fuel.

Suppliers

  • Choosing a Supplier
    • Please note: National Fuel's employees DO need to visit customers' homes for operational purposes. These persons will carry an ID card and will produce it without resistance if asked. National Fuel employees do NOT visit customers' homes to discuss account matters, to view a customer's gas bill or to ask them to sign any sort of agreement.
      • Click here for more information from NFG.
      • Click here for tips from the New York State Consumer Protection Board on door-to-door sales of natural gas supplies.
    • The New York Public Service Commission (PSC) and National Fuel must authorize natural gas suppliers seeking to sell natural gas to customers on our utility pipeline system. Although we cannot recommend a particular supplier or guarantee its performance, we can provide you with a list of authorized suppliers as of _____:
    • When considering other natural gas suppliers, you should take the same approach as you would in contracting for other services for your home. To help you with this process, we have composed a list of questions to ask suppliers:
      • Are you a qualified supplier approved by National Fuel and the appropriate state regulatory commission? (Please note that National Fuel's determination of eligibility is not an endorsement of that supplier's service or reputation.)
      • How much experience does your company have in supplying natural gas to residential customers? How many customers do you have?
      • What are your rates and how do they compare to my current rates?
      • Is the price that you are offering fixed, or can it go up or down during the year as gas costs change?
      • What are my payment options? Do you have balanced billing, direct pay or accept credit card payments? Do you charge for these services?
      • What is the term of the contract? Will I be penalized if I break the contract?
      • What happens if I move from my current address?
      • Does your price include all fees and taxes?
      • Do you assess a late payment charge?
      • How can I be sure that my bills are accurate?
      • Is a basic service charge assessed even if I don't use any gas?
      • Do you offer any energy assistance programs? Can an energy assistance grant like LIHEAP/HEAP or Neighbor for Neighbor be applied to my account?
      • How will I be billed? Will I receive a consolidated bill or separate bills from the Utility and the supplier?
      • Who will I call for billing questions?
      • Do you provide any other energy-related services?
      • What happens if your company experiences financial difficulty or closes while I am under contract with you?
      • Can you guarantee that the price I pay will be less than what I would have paid as a customer of National Fuel or another gas supplier?
      • What special services do you offer handicapped, elderly or payment-troubled customers?
      • Do you have a special low-income or senior citizen discount rate?
      • Do you offer discounts based on gas volume used?
      • Do you have a small business rate?
      • Where do you obtain your gas supplies?
      • Will I be required to pay a security deposit or make advance payments?
      • Are you authorized to terminate my gas service without initiating a transfer of my service back to the Utility?
    • If you choose to buy gas from a supplier, National Fuel will send you a letter to confirm your intent. Your account will be updated automatically, and you will receive your future bills from either National Fuel or the supplier, if it provides that service.

Consumer Protections

  • As a general rule, customers purchasing gas from suppliers receive the same consumer protections as the customers who purchase gas from the Utility. There are, however, important differences:
    • Gas service from a competitive supplier is governed by a contract between you and the supplier.
    • The price under that contract is not subject to the oversight of the PSC.
    • All competitive suppliers are not obligated to provide service to all qualified applicants.
    • Competitive suppliers are allowed to abandon service or end operations without the prior approval of the PSC.
  • To view your Rights and Responsibilities as a natural gas customer, Click here
  • To view the PSC's ESCO Consumers Bill of Rights, Click here .

NY Energy Competition

  • The PSC adopted the "Customer Choice" program in 1996 giving natural gas customers the option to purchase gas from their utility or a non-utility natural gas supplier. We encourage you to research this option and if you have any questions, please call us.
  • For more information about energy competition in New York: PSC website.
  • To make an inquiry or file a complaint, call the PSC's Helpline: 1-800-342-3377.
  • If you have a complaint about your non-utility supplier, contact the PSC at 1-888-697-7728.
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