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pdf, 583.08KB
www.LacledeGas.com
Natural Gas
Customer Experience
314-621-6960
Toll-free: 1-800-887-4173
(outside St. Louis Metro area)
Customer
Reference
Guide
Correspondence
Drawer 9, St. Louis, MO 63166
To report an emergency or gas odor:
314-342-0800
Important Information For You
Connect with Laclede Gas
1/14
02/2014
Contact Us
To report an emergency or gas odor:
314-342-0800
Customer Experience:
314-621-6960
Toll-free: 1-800-887-4173
(outside St. Louis Metro area)
Call Before You Dig:
Call to locate underground utilities
before you dig. It’s the law. See page 4
for additional details.
Call 811 (national one-call number)
or visit www.call811.com
Missouri-only: 1-800-DIG-RITE
(1-800-344-7483)
For Appliance Repair and Inspection:
314-621-6960
Toll-free: 1-800-887-4173
(outside St. Louis Metro area)
*Gas appliance service work is not
subject to Missouri Public Service
Commission (PSC) regulation.
Community Services:
314-342-0675
Welcome
to the Laclede Gas
family of customers!
Thank you for choosing to use natural gas,
an energy source that is safe, reliable,
efficient and virtually pollution-free. In
this Customer Reference Guide, you’ll find
important information on our services,
including contact numbers, safety tips,
billing and payment options and moneysaving energy efficiency programs.
Please read this information and
hold on to it for future reference. For
questions, please call us—we have listed
important phone numbers on the back
of this booklet. Thank you for being a
Laclede Gas customer.
General Offices:
314-342-0500
D
1
Table of Contents
Important Gas Safety Information
Emergencies ...................................................................................... 3
Customer Experience......................................................................... 3
Natural Gas Pipeline System............................................................... 4
Call Before You Dig............................................................................. 4
Check Your Furnace and Flue............................................................. 5
Watch Your Hot Water Setting............................................................ 5
Let Gas Pipes Be Gas Pipes................................................................. 5
Appliances and Meters Need Space................................................... 5
Guard Against Carbon Monoxide....................................................... 5
Make Sure Your Appliances and Gas Lines Meet Local Codes............6
Buried Fuel Lines................................................................................ 6
Meter Accessibility............................................................................. 6
Check Plastic Vent Pipes..................................................................... 6
Have Older, Flexible Gas Connectors Replaced.................................. 7
Excess Flow Valves.............................................................................. 7
Going Out of Town?............................................................................ 8
Important Gas Safety Information
To report an emergency or gas order:
314-342-0800
Customer Experience:
314-621-6960
Toll-free: 1-800-887-4173 outside St. Louis Metro area
If you smell
the odor of
natural gas:
L eave the building or area
immediately
Warn others to stay away
Avoid creating a spark. Do not light
a match, use a cell phone, or turn
any electrical appliances on or off,
including light switches
Call for help. Once you are safely
away from the area, call 911 and the
emergency number listed above
Report
unusual
conditions
immediately,
such as:
Any
gas fire, flash or explosion
occurring at or near a gas appliance
or gas piping
Any known or possible damage to a
gas pipe, meter or main
Any change in the appearance of
your pilot light or burner flame.
A burner flame that is yellow,
wavy or substantially higher than
normal may be an indication of
excessive pressure
Signs of a
potential
pipeline
leak include:
issing sound or odor of gas
H
near a pipeline or in and around
any building
Ice formation on the ground
above a pipeline
Distressed or dead vegetation
above a pipeline
Billing
How to Read a Gas Meter ......................... ........................................ 9
Budget Billing Plan ................................................... ....................... 10
Automated Meter Reading (AMR) .................. ................................ 10
Purchased Gas Adjustment (PGA) ............................ ...................... 10
How to Pay Your Bill
Customer Connection ...................................................................... 11
E-Bill.................................................................................................. 11
Easy-Pay Direct................................................................................. 11
Online............................................................................................... 12
Mail.................................................................................................. 12
Phone............................................................................................... 12
Pay in Person.................................................................................... 12
Late Payment Charge........................................................................ 12
Returned Payment Charge................................................................ 12
Connection Fees and Deposits
Service Initiation Fee........................................................................ 13
Deposits............................................................................................ 13
Disconnection/Reconnection
Disconnection of Natural Gas Service.............................................. 14
Restoring Disconnected Service....................................................... 15
Special Circumstances
Cold Weather Rule........................................................................... 16
Heating Assistance............................................................................ 16
Medical Emergencies....................................................................... 17
Elderly and Disabled Notification Program....................................... 17
Extended Payment Date Program.................................................... 17
Customer Assistance Program.......................................................... 18
Bill Supplements for Visually Impaired............................................. 18
Energy Conservation Workshops...................................................... 18
DollarHelp.......................................................................................... 19
Additional Services
Gas Appliance Service...................................................................... 19
Furnace Inspections......................................................................... 20
Gift Certificates................................................................................. 20
Energy Efficiency
Rebates and Savings......................................................................... 20
EnergyWise Dealer Program ............................................................ 20
Insulation Financing Program.................................. ........................ 21
Your Rights and Obligations
2 Call Us............................................................................................... 21
The Missouri Public Service Commission......................................... 22
The Office of the Public Counsel...................................................... 23
3
Natural Gas Pipeline System
Check Your Furnace and Flue
Pipelines play an important role in our lives, and
are among the safest, most reliable and efficient
means of transporting natural gas and other
petroleum products.
Make sure your heating equipment, other natural
gas-powered appliances and appropriate connectors
are clean and in good working order. Properlyadjusted pilots and burners, as well as clean filters,
chimneys, vents and flues pay off in both safety
and savings.
We take many steps to ensure that the health,
safety and security of the communities and the
environment along our pipelines are maintained.
These steps include, but are not limited to, routine
monitoring and patrolling of our pipelines via aircraft,
vehicles and on foot.
While we work hard to maintain a safe and reliable
system, an occasional leak or damage may occur.
In the event a natural gas pipeline is damaged, the
accident could result in a fire or explosion, causing
significant property damage, personal injury or
even death.
If you would like more information on how
we maintain our network, please email
CustomerService@LacledeGas.com. For more
information on the pipeline industry, go to
www.Pipeline101.org.
Call Before You Dig
Underground utilities are located everywhere, even
in your yard. Careless digging can cause disruption of
vital utility services and environmental damage, even
serious injury or death.
The law requires you to call 811 (the national one-call
number) at least three days before you dig to have
underground utilities located. This is a free service.
After calling, please wait the required amount of time
for marking and confirm response from the utility.
Then, be aware of the marks as you dig carefully with
a shovel.
If a gas line breaks or any damage occurs,
call 911 immediately. Then, notify Laclede Gas
at 314-342-0800 and call 811.
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Obstructions can cause injury or death due to
exposure to carbon monoxide (CO). If you find
something you can’t handle, call Laclede Gas or
a licensed heating contractor.
Watch Your Hot Water Setting
A child’s skin burns more easily than an adult’s. If
you turn up the thermostat on your water heater for
any reason, remember to turn it down when you’re
finished to avoid accidental scalding. Otherwise, keep
your water heater setting no higher than “Normal.”
Let Gas Pipes Be Gas Pipes
Gas pipes should not be used as clotheslines, freeform closets or grounds for electrical appliances.
Also, if a gas appliance is disconnected from the gas
pipe, be sure the gas pipe is capped. If your gas meter
is located inside, we must be given access to perform
periodic maintenance and safety inspections.
Appliances and Meters Need Space
Do not store flammable materials close to gas
appliances. Obstructions such as snow, ice and other
debris left next to gas meters and gas appliance vents
can create hazardous situations.
Guard Against Carbon Monoxide
Properly working gas appliances are very safe, so your
first line of defense against carbon monoxide (CO)
poisoning is to have your furnace inspected annually,
either by a certified Laclede Gas technician or a
licensed heating contractor. Make sure to use a CO
detector that is UL-approved with an alarm-sounding
device. If your CO detector alarm sounds, call your
local fire department immediately.
5
Make Sure Your Appliances and Gas Lines
Meet Local Codes
Take charge of your safety. Make sure your gas
appliances and piping are installed, operated and
maintained in accordance with local codes and
manufacturers’ specifications. Do not use any
gas appliances and piping that are determined
to be unsafe.
Buried Fuel Lines
We operate and maintain all gas piping up to, and
including, the gas meter. In most cases, we do not
maintain gas piping located beyond the meter.
These gas lines are your personal property and your
responsibility. If you have any buried gas lines beyond
the gas meter, maintenance should be performed to
prevent potential hazards by periodically inspecting
for corrosion on metallic lines and damage and leaks
on all lines.
If unsafe conditions are found, the lines should be
repaired or promptly disconnected. If excavating near
your buried gas piping, locate the lines in advance
and hand dig in their vicinity. Our company and
some plumbing and heating contractors can assist
in locating, inspecting and repairing buried gas lines.
Meter Accessibility
To ensure proper service, Laclede must have access
to its gas meters. If you are planning to do work
on your premises that will affect the location or
accessibility of your gas meter or service line, please
call Laclede Customer Experience at 314-621-6960.
Check Plastic Vent Pipes
Some furnaces and boilers installed after September
1987 use high-temperature plastic vent (HTPV)
pipes that could, under certain circumstances, crack
or separate. Manufacturers replace these venting
systems free of charge.
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To determine if you are eligible for the free
replacement program, first check the vent pipes
attached to your furnace or boiler. If those pipes
are gray or black plastic with the names “Plexvent,”
“Plexvent II” or “Ultravent” stamped on the pipe
or printed on stickers, call 1-800-758-3688 any day
between 6 a.m. and 10 p.m.
Have Older, Flexible Gas Connectors Replaced
Uncoated brass flexible connectors installed prior
to 1977—generally to connect appliances such as
stoves and dryers with natural gas supply pipes—are
susceptible to cracking, breaking and deterioration
caused by, among other things, moving, bending,
corrosion, and some types of detergents, cleaning
solvents or ammonia and cooking grease.
If you think you have an uncoated brass flexible
connector in your home, have Laclede Gas or a
qualified service contractor replace it with a new
one made of stainless steel or plastic-coated brass.
Do not attempt to move an appliance to inspect the
connector because moving the appliance could strain
the connector and possibly cause it to crack.
Let Laclede or a qualified service contractor conduct
an inspection. It is also a good practice to have a
qualified professional inspect and, if necessary,
replace any flexible connector that is more than 10
years old. Such service work is not subject to Missouri
Public Service Commission (PSC) regulation.
Excess Flow Valves
In accordance with federal regulations, an excess flow
valve that meets federal government performance
standards may be installed in a service line that is
installed or replaced to a residence. An excess flow
valve is installed in a qualifying gas service line close
to the location where the service line is connected to
the gas main. It is designed to shut off the flow of gas
automatically if the service line is broken.
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Billing
However, while the valve provides enhanced
measures of safety, it is not intended to prevent all
gas-related mishaps or injuries, nor is it designed to
operate in response to small leaks in the service line
or leaks on customer fuel lines.
There is no charge for the installation of an excess
flow valve during the installation or replacement
of a qualifying service line. If you are interested in
having an excess flow valve installed in an existing
service line, please call us at 314-621-6960. We will
determine whether the service line is eligible and, if
appropriate, arrange for the installation.
Going Out of Town?
Consider asking a neighbor, friend or family member
to check on your residence if you plan to be away
for an extended period of time. Occasionally, we
are required to interrupt your natural gas service
temporarily in order to conduct unanticipated repair
work on our system. Before restoring your service,
we are required to enter your residence to check
appliances. If we cannot enter your residence,
we will not be able to restore gas service.
How to Read a Gas Meter
Gas meters record usage on dials that register 100
cubic feet or more per revolution. When a pointer
is between two numbers, care must be exercised
to read the number that the hand has just passed,
which will always be the smaller of the two numbers.
Reading Example: 7098
2
3
1 0 9
4 5 6
8
7
1,000,000
8
7
9 0 1
6 5 4
2
3
2
3
100,000
1 0 9
4 5 6
8
7
10,000
8
7
9 0 1
6 5 4
2
3
1,000
To calculate usage, assume the first reading is 6980
and the second reading is 7098; and then subtract
the first reading from the second reading.
Second Reading First Reading Gas Usage 7098
6980
118 ccf (hundred cubic feet)
In order for you to verify the usage on your gas bill,
you need to read the meter on or about the same
day that we obtain a reading from the Automated
Meter Reading (AMR) device. If you read the meter
on a different date than we obtained the billing read,
which is printed on your bill, the readings and usage
will likely vary.
NOTE: Missouri Public Service Commission regulations
require that we change our gas meters periodically.
If you have an inside meter, it is necessary for us
to enter your home to complete the meter change
process. Regardless of whether your meter is inside
or outside, it will be necessary for our technician to
enter your home to relight pilot lights and check your
appliances. There is no charge for this service.
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Budget Billing Plan
Our Budget Billing Plan allows you to equalize your
monthly payments. With Budget Billing, we estimate
your total annual gas usage (based on prior usage
and other factors) and divide the total into 12 equal
monthly payments. We will continue to collect
readings from the gas meter each month.
If we find during our review of your account that you
used significantly more or less gas than expected,
your monthly budget payment will be adjusted
accordingly. We offer Budget Billing enrollment
throughout the year. Customers may enroll through
Customer Connection, our free online account
management tool. For more details, visit
www.LacledeGas.com/bill/pay/billing.php or
call us at 314-621-6960.
Automated Meter Reading (AMR)
AMR is a state-of-the-art technology allowing
for consistent, timely and accurate collection of
customer natural gas usage data. The AMR system
employs a wireless network that transmits data to us
on a daily basis from each gas meter equipped with
a device, enabling us to issue timely bills based on
actual natural gas usage.
AMR virtually eliminates the need for a technician
to enter a customer’s home or business to obtain a
natural gas meter read manually, providing you with
additional convenience.
Purchased Gas Adjustment (PGA)
The highest portion of your gas bill reflects the
cost of the natural gas we purchase to supply
our customers, as well as the cost of storing and
transporting that gas. The wholesale cost of gas
fluctuates periodically because it is established in a
deregulated, competitive marketplace. Through a
Purchased Gas Adjustment account (PGA), increases
and decreases in our gas costs are periodically passed
through to our customers.
10
In obtaining gas supply, we seek to purchase
adequate and reliable supplies to meet your current
and future needs at a reasonable cost.
How to Pay Your Bill
Customer Connection
Customer Connection is our free, online account
management tool. The service allows you to obtain
your balance and pay your bill. In addition, monthly
billing statements are available for viewing and
comparison over a 13-month period.
You can also sign up for programs such as Budget
Billing or donate to DollarHelp; view account
status information; perform a usage analysis;
view scheduled service requests and more.
Visit www.LacledeGas.com to enroll.
E-bill
E-bill is a faster, easier way to receive and pay
your bill and is environmentally friendly. Visit
www.LacledeGas.com/bill/pay/ebill for more
information and to enroll in our free e-bill service.
Your gas bill may also be available electronically
through your bank’s online bill payment service.
Easy-Pay Direct
Easy-Pay Direct offers a free, easy and convenient
way to pay your gas bill. Set up automatic
monthly payments directly from your bank
account. For more information or to enroll,
visit www.LacledeGas.com/bill/pay, set up your
account through our Customer Connection,
or call 314-621-6960.
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Pay Online
Make a one-time electronic payment from your
bank account (at no additional charge) or with a
credit card (Visa, MasterCard, Discover or
American Express). A convenience fee does apply
to credit card charges. For more information, visit
www.LacledeGas.com/bill/pay or call 314-621-6960
or toll-free at 1-800-887-4173.
Pay by Mail
Mail your check or money order (please do not send
cash) with the bottom portion of your gas bill to:
Laclede Gas Company
Drawer 2
St. Louis, MO 63171-0001
Pay by Phone
Call 1-877-839-2478 to pay your bill from your bank
account or with a credit card (Visa, MasterCard,
Discover or American Express). No pre-enrollment
is required. A convenience fee applies.
Pay in Person
Pay your bill by cash, check or money
order through one of our authorized payment
agents. A complete list is available at
www.LacledeGas.com/bill/pay/agents.
Most agents charge a convenience fee.
Late Payment Charge
A late payment charge will be applied to amounts
remaining unpaid after the delinquent date shown on
your gas bill. For most customers, the late payment
charge is 1.5% of the past-due balance. The date we
receive payment will determine whether there is a
late payment charge. Be sure to allow sufficient time
for Post Office processing if mailing your payment.
Returned Payment Charge
Connection Fees and Deposits
Service Initiation Fee
Laclede Gas charges a fee to establish service.
However, you have the option of paying the entire
connection fee on one bill or spreading it out over
four months.
Deposits
Customers applying for new service may be required
to pay a deposit equal to two (2) average monthly
bills, based on their credit score criteria. You may
pay the deposit in installments if you make prior
arrangements with Laclede Gas.
In lieu of a deposit, we may accept a written
guarantee of payment for your account by a
responsible party who is an existing customer.
We may also require a deposit (or, if you currently
have a deposit, we may increase the amount) if you
meet one of the following conditions:
Y ou failed to provide adequate documentation
of your identity;
Your gas service has been disconnected for
non-payment of a delinquent account;
You have failed to pay your bill before the
delinquent date for five out of the last 12 months;
You have a debt outstanding with another gas
utility within the past five years;
You have illegally obtained gas from Laclede or
another gas utility within the past five years. Only
our employees are permitted to work with the
company-owned meter and other equipment to
initiate gas service.
Under these circumstances, the amount of the
deposit will not exceed four times the average
monthly bill for utility charges actually incurred or
estimated to be incurred during the most recent
12-month period at the service location.
A charge of $15 is assessed for any payment returned
unpaid by your bank.
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If a deposit is assessed during the months of
November, December or January due to an
unsatisfactory payment history, you may request the
billing of the deposit over a six-month period.
If you pay Laclede a deposit, you will receive interest
on that deposit. The interest paid on your deposit is
equal to the prime bank lending rate as published in
the Wall Street Journal on the last business day of the
preceding calendar year plus one percentage point
and is compounded annually. The rate is adjusted
as of January 1 of each calendar year if the prime
lending rate changes.
If you pay your gas bill on time each month for 12
consecutive months, your gas bill will be credited
with the amount of the deposit and the interest
earned. Any remaining credit may be refunded
upon request.
Disconnection and Reconnection
Disconnection of Natural Gas Service
Natural gas service may be disconnected for several
reasons, including:
Non-payment of a delinquent gas bill
Failure to pay a deposit or provide an
acceptable guarantee
Unauthorized interference with or use
of our gas service
Failure to fulfill the terms of a
payment arrangement
Refusal to grant access at reasonable times to
our employees for inspection, maintenance or
replacement of meters
Misrepresentation of identity to obtain service
Violation of any rules on file with the Missouri
Public Service Commission
Unsafe equipment or facilities
If your gas is going to be disconnected for nonpayment, you will be notified in writing at least 10
days before the disconnection.
14
In addition to this first notice, you will receive
another written notice approximately 48 to 96 hours
before the disconnection of gas service.
At the time of disconnection and consistent with
safety practices, we will attempt to contact a
responsible person at the premises to identify
ourselves and the purpose of the visit. After gas
service is disconnected, we will leave a written
notice at the residence.
To discuss available payment arrangements to
avoid disconnection, call the Customer Experience
department on or before the delinquent date listed
on your bill. We do not collect or accept onsite
payments at a home or business.
Restoring Disconnected Service
When you have paid the gas amount due or have met
the November 1 through March 31 Cold Weather
Rule requirements (see Special Circumstances
below), please call the Customer Experience
department to get your service restored. Customer
service representatives are available Monday through
Friday from 7 a.m. to 7 p.m. and Saturday from 8 a.m.
to 4:30 p.m. to answer questions about restoring gas
service and to schedule appointments.
Under normal circumstances, we can make an
appointment to restore your service no later than the
next working day after you call.
You will be billed a reconnection fee after gas service
is restored.
NOTE: You must contact us BEFORE the delinquent
date shown on your bill to determine if payment
arrangements can be made to avoid disconnection.
15
Special Circumstances
Cold Weather Rule
Special payment arrangements are available from
November 1 through March 31, which is known
as the Cold Weather Rule period. This rule assists
eligible customers who are unable to pay their bills
in full. Call us at 314-621-6960 for more information
on this rule or to make payment arrangements.
Heating Assistance
Government funds may be available for eligible
households under the Low Income Home Energy
Assistance Program, administered during the heating
season by the Missouri Division of Family Services.
Eligibility is determined by the Missouri Division
of Family Services, which can be reached at
1-800-392-1261 (St. Louis City residents) or
314-426-9600 (St. Louis County residents).
If you are a member of a low-income household, you
may be eligible even if you are not behind in paying
your heating bill.
Additional assistance with heating bills may also
be available from a number of programs, including
DollarHelp. Contact the Missouri Division of Family
Services or call the appropriate social service agency
listed below.
City of St. Louis and Wellston
Urban League of Metropolitan St. Louis
314-615-3600ulstl.com
People’s Community Action Corporation
314-862-6270pcacstl.org
Iron, Madison, St. Francois and
Ste. Genevieve Counties
East Missouri Action Agency
573-431-5191800-392-8663eastmoaa.org
Butler County
South Central Missouri Community Action Agency
573-325-4255scmcaa.org
Medical Emergencies
In the case of a medical emergency, we will postpone
disconnection of gas service to a residential customer
for up to 21 days. To ensure such a postponement,
you should notify us in advance that the service
disconnection will aggravate a current medical
emergency of yours or a permanent member of
your household. You may be required to give us
a physician’s written evaluation stating a medical
emergency exists at your home.
Elderly and Disabled Notification Program
Registration for Elderly and Disabled Assistance
is available if you or any member of your
household is age 65 or older, or is disabled and
cannot leave your home without assistance. This
program requires that extra notices be given before
your natural gas service may be disconnected.
Call us at 314-621-6960 for information on
registering for the notification program.
St. Louis County
Community Action Agency of St. Louis County
314-863-0015caastlc.org
You may also give us the name of a family member,
social agency, charitable organization or another
adult to notify in the event your gas service is in
jeopardy of being disconnected.
St. Charles County
North East Community Action Corporation
636-272-3477necac.org
Extended Payment Date Program
Jefferson and Franklin Counties
Jefferson-Franklin Community Action Corporation
636-789-2686jfcac.org
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Franklin County
Loving Hearts Outreach
636-390-8300lovingheartsoutreach.weebly.com
If either you or your spouse is receiving Social
Security benefits, you can enroll in our Extended
Payment Date Program. This program may help ease
the budget crunch if your gas bill comes due before
your monthly benefit check arrives.
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DollarHelp
The Extended Payment Date Program will not change
your current billing schedule but, as long as you keep
your account current, the delinquent date on your bill
will be extended by as much as one additional week.
To request an application to enroll in the Extended
Payment Date Program, call us at 314-621-6960.
Customer Assistance Program
We provide individual monitoring of customers who
have needed heating assistance within the past year.
We coordinate with the Missouri Division of Family
Services to see if they need additional help for a new
heating season. The program focuses primarily on
elderly and disabled customers.
Bill Supplements for Visually Impaired
Customers with visual impairments can request
either a large-print or Braille bill supplement
at no extra charge. Call us at 314-621-6960
to make the request.
Energy Conservation Workshops
We offer free workshops on energy conservation
to small groups of low-income customers through
government agencies, civic organizations and
churches. These workshops address many of the
special circumstances addressed in this section.
Call our Community Services department at
314-342-0675 for information.
DollarHelp is an easy way to lend a hand to St. Louisarea families struggling to stay warm in the winter. In
partnership with the United Way of Greater St. Louis,
Laclede Gas provides financial assistance to lowincome, elderly and disabled neighbors who need
it most.
To give a tax-deductible gift:
heck the Red Box on your gas bill to add $1 to
C
your gas bill each month.
Sign up online at www.DollarHelp.org to specify
the monthly amount you wish to give, which will
be added to your monthly gas bill; or
ail a check for any amount to: DollarHelp
M
P.O. Box 8798, St. Louis, MO 63101
One hundred percent of each dollar donated goes
directly to qualified recipients. As a service to the
community, Laclede Gas provides administrative
services to DollarHelp free of charge. We also donate
more than $50,000 in matching gifts to the program
each year.
Together we can make a difference. For more
information, visit www.DollarHelp.org.
Additional Services
Gas Appliance Service
Employees in our Service and Installation department
are certified technicians who provide expert repair
service for your gas appliances at competitive rates.
Charges for service work will be billed on your
monthly gas bill. Gas appliance service work is not
subject to Missouri Public Service Commission (PSC)
regulations.
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Furnace Inspections
Our Service and Installation department offers
natural gas safety inspections that can be billed
on your monthly gas bill for a flat fee of $150. We
recommend having your furnace inspected annually
in late summer or early fall before the winter heating
season begins.
This program is open to credit-qualified residential
and commercial customers. We will finance up
to $10,000 per heating system, including some
additional appliances, that you can pay for on your
monthly gas bill. A down payment of five percent
(5%) is required and the program has a lifetime limit
of four heating systems per customer.
Gift Certificates
Call us at 314-621-6960 or your local, licensed
heating and cooling contractor for more information.
We sell gift certificates which can be used to help
pay for appliance repair work, furnace inspections
and gas service. The gift certificates, sold in $25
denominations, are available by mail order by
contacting Laclede Gas, Attention: Gift Certificates,
Drawer 9, St. Louis, MO 63166.
Please include your check or money order with your
gift certificate order and allow five business days for
processing and return delivery.
Insulation Financing Program
Through our Insulation Financing Program, we
provide loans up to $2,000 at a three percent
(3%) annual interest rate to insulate your home
for increased energy efficiency. Any remaining
borrowed funds can be used for other energy-saving
modifications, such as adding storm windows
or doors.
You can qualify for insulation financing if:
Funds are available when you apply
Energy Efficiency
Rebates and Savings
We offer energy efficiency rebates for households
looking to save money, so you can enjoy improved
comfort while helping to protect the environment.
Receive hundreds of dollars back when you upgrade
your home’s heating system, including new gas
furnaces, water heaters, boilers and programmable
thermostats. Customized programs are also
available for commercial customers. Visit
www.LacledeGas.com/savings to learn more.
EnergyWise Dealer Program
Laclede Gas can help you purchase a high-efficiency
natural gas furnace and other energy-efficient gas
appliances at competitive interest rates.
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You meet our standard credit requirements
Call us at 314-621-6960 for more information or a list
of participating contractors.
Your Rights and Obligations
Call Us
If you have a question or issue you would like to
discuss, please contact us and we will work with you
to resolve it.
When a billing dispute is settled in your favor, we will
promptly credit your account or return any money
owed to you.
When an issue is settled in our favor, you are
responsible for the specified amount.
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If you have a billing issue that is not resolved
immediately, you are still responsible for paying any
undisputed amounts, which is based on your previous
usage under similar conditions. You must pay this
amount within four business days after the date you
report an issue, or by the delinquent date of the bill,
whichever date is later.
If you cannot pay the amount due, you may enter
into a settlement agreement. Based on your
individual circumstances, the agreement will allow
you to pay the amount due over a reasonable period
of time. If the settlement agreement extends beyond
60 days, we will put it in writing and send you a copy.
To avoid disconnection, you must notify Laclede Gas
at least 24 hours prior to the date of a proposed
service disconnection. Our customer service
representatives are available Monday through Friday
from 7 a.m. to 7 p.m. and Saturday from 8 a.m. to
4:30 p.m.
NOTE: We will not discontinue your service for
disputed items during the time your account is being
reviewed. However, any undisputed amounts are
still due.
The Commission Staff will attempt to resolve the
matter. If no resolution is achieved, the Commission
Staff will advise both parties of its recommendation.
If either party finds the recommendation
unacceptable, then either may file a formal complaint
per the Commission Rules of Practice and Procedure,
which can be found on the Commission’s website at
www.psc.mo.gov/General/Statutes_and_Rules.
The Office of the Public Counsel
The Office of the Public Counsel works to represent
the interests of utility customers in proceedings
before the Missouri Public Service Commission and
in appeals in the courts. To contact the Office of the
Public Counsel, call or write to them at:
The Office of the Public Counsel
P.O. Box 2230
Jefferson City, MO 65102
866-922-2959
mopco@ded.mo.gov
Missouri Public Service Commission
We are a public utility subject to the regulations
of the Missouri Public Service Commission. If your
dispute is not resolved to your satisfaction, you may
register an informal complaint with the Commission.
Informal complaints should be made in writing
and may be initiated by contacting the offices
of the Commission:
Missouri Public Service Commission
P.O. Box 360
Jefferson City, MO 65102
Phone: 1-800-392-4211
Provide your name, address, name of the utility and
nature of the complaint. Describe the relief sought
and tell them if you have tried to resolve the problem
with the utility.
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The Laclede Group, Inc. (NYSE: LG), headquartered
in St. Louis, Missouri, is a public utility holding
company. The Gas Utility segment serves St. Louis
and eastern Missouri through Laclede Gas Company
and serves Kansas City and western Missouri through
Missouri Gas Energy. Together they provide more than
1.13 million residential, commercial and industrial
customers with safe and reliable natural gas service.
Laclede’s primary non-utility business, Laclede Energy
Resources, Inc., is included in the Gas Marketing
segment, providing non-regulated natural gas services.
NOTE: This booklet is provided as a service to our customers,
in accordance with the Missouri Public Service Commission.
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