PHILADELPHIA GAS WORKS
Transcription
PHILADELPHIA GAS WORKS
PHILADELPHIA GAS WORKS Your complete guide to customer programs, payment options, energy conservation and safe, reliable natural gas service. PHILADELPHIA GAS WORKS Corporate Headquarters 800 W. Montgomery Ave. Philadelphia, PA 19122 www.pgworks.com ABOUT US WELCOME TABLE OF CONTENTS For more than 175 years, Philadelphia Gas Works (PGW) has been serving the residents and businesses of Philadelphia. Whether you’re a new customer or have been enjoying natural gas from PGW for many years, we’re proud to provide you with safe, reliable service. 2 LOCATIONS 5 CONTACT US 7 PAYMENT 10 GRANTS 12 WAYS TO SAVE 13 ADDITIONAL ASSISTANCE 15 CONSERVATION 16 SAFETY FIRST 17 WHY NATURAL GAS? 21 FREQUENTLY USED As natural gas grows in importance for America, PGW is working hard to offer energy solutions and programs that are right for our community. At the same time, we continue to support assistance programs and payment options, and provide conservation programs and tips that are so important to Philadelphia. We at PGW hope this brochure acts as a tool for our customers. Use it to learn about or take a fresh look at available programs and opportunities that help households and businesses. NUMBERS Founded in 1836, Philadelphia Gas Works (PGW) is owned by the City of Philadelphia and is the largest municipally owned gas utility in the country. It manages a distribution system of approximately 6,000 miles of gas mains and service pipes supplying approximately 500,000 customers. PGW’s operations are managed by a non-profit corporation, the Philadelphia Facilities Management Corporation (PFMC). More information about the company is available at www.pgworks.com. 1. LOCATIONS CUSTOMER SERVICE CENTERS Visit a nearby Customer Service Center to: »» Pay a bill; »» Apply for gas service; »» Apply for LIHEAP and Crisis grants; »» Enroll in special programs and budget plans; FRANKFORD 4410 Frankford Ave. Days open: T,Th,F 9 a.m. – 5 p.m. »» Schedule a service visit; »» Transfer gas service; or »» Receive additional assistance. GERMANTOWN 212 West Chelten Ave. Days open: T,W,F 9 a.m. – 5 p.m. NORTH PHILADELPHIA 1337 West Erie Ave. Days open: M,W,Th 9 a.m. – 5 p.m. WEST PHILADELPHIA 5230 Chestnut St. Days open: M,T,W,F 9 a.m. – 5 p.m. 2. CENTER CITY 1137 Chestnut St. Days open: M,T,Th,F 9 a.m. – 5 p.m. SOUTH PHILADELPHIA 1601 South Broad St. Days open: M,W,Th 9 a.m. – 5 p.m. 3. CONTACT US EMERGENCY HOTLINE: (215) 235-1212 If you smell gas or have an unsafe condition, call immediately, at any time. CUSTOMER SERVICE Monday - Friday, 8 a.m. to 5 p.m. If you call regarding your bill, please have your account number ready. (215) 235-1000Billing, Special Programs & General Information (215) 235-2050Appliance Service & Gas Turn-on (215) 235-2244Request a Meter Reading (215) 235-1777 Payment Assistance: Unable to pay your bill on time? Call us. (215) 684-6535Claims (215) 236-4646Hearing Impaired Line (TTY) (215) 235-2175Informacíon y Servício en Español OTHER IMPORTANT NUMBERS (215) 684-6383 Report the theft of gas 24-hours-a-day, 7-days-a-week. Your call is confidential. Gas theft endangers others. 8-1-1 Call Before You Dig. Contact the 24-hour PA one-call system. 5. PAYMENT PGW PAYMENT OPTIONS Of PGW’s more than 500,000 customers, no two are the same. That’s why we offer multiple payment options, including online, in person, by mail or over the phone. PAY ONLINE Now, you can make a payment from anywhere, at any time, online. Go to www.pgworks.com and register through My Account. Once registered, we’ll send you an email with a link to view your bill and make a payment with your checking or savings account, or a credit or debit card. My Account users can also choose AutoPay, so payments are automatically deducted from your checking or savings account on their due date. Not a My Account user? One time online payments can be made for yourself or someone else.* Visit www.pgworks.com. PAY BY MAIL A check or money order can be mailed to: Philadelphia Gas Works P.O. Box 11700 Newark, NJ 07101-4700 Be sure to include your account number on the check. PAY BY PHONE Call (215) 235-1000 to pay by phone. Payments can be made using a credit card or check.* PAY IN PERSON Visit one of our six convenient Customer Service Centers (see page 2) to pay in person. *A $2.95 third-party payment processing fee may apply. 7. PAYMENT PAYMENT PAYMENT PAY AT AN ALTERNATIVE PAYMENT CENTER Below are alternative payment centers where your PGW bills can be paid. PGW advises customers to call the centers listed below before visiting. »» MoneyGram (formerly Travelers Express) »» IPP of America »» Americash »» CheckFree PAYMENT ASSISTANCE PGW is here to help our customers make and better manage monthly payments. Some of the programs we established to help do that include: »» Payment Arrangement – A repayment program designed for qualifying customers who have fallen behind on monthly gas bills. Call (215) 235-1777, we can help. To apply for CRP: »» Bring proof of gross household income for the last 30 days and social security cards for each household member to your nearest PGW Customer Service Center (see page 2); or »» Download and print an application (English or Spanish) from www.pgworks.com/crp and submit the application, copies of social security cards and proof of monthly household income to: Philadelphia Gas Works P.O. Box 3529 Philadelphia, PA 19122-0529. To remain a CRP customer: »» Make payments on time; »» Apply and assign Low Income Home Energy Assistance Program grants to PGW; »» Budget Billing – A budget plan to help residential customers in good standing better manage their gas bills. Total gas usage for a 12-month period is estimated and then divided into 12 even monthly payments. This makes budgeting for heating costs easier and more predictable. »» Re-apply each year or when household income or size changes; »» Customer Responsibility Program (CRP) – Designed to help low-income customers better afford their PGW bills and keep gas service on. Based on household size and gross household income, eligible residential customers receive a consistent, discounted bill each month. » Added incentive: If applicable, PGW will forgive 1/36 of a CRP customer’s pre-program arrears each month for every bill paid on time and in full. 8. »» Allow the installation of an Automatic Meter Reading device at your property; and »» Accept free conservation services, if offered. Call (215) 235-1777, click www.pgworks.com, or visit us in person for more information on payment assistance. 9. GRANTS GRANTS In addition to assistance programs offered by PGW, customers can apply for federally and privately funded grants to help pay natural gas bills. LOW INCOME HOME ENERGY ASSISTANCE PROGRAM (LIHEAP) A federal grant program that helps low-income families pay their heating bills and restore service. Assistance amounts: »» Are based on household size and income; »» Are available to renters and homeowners; and »» Do not have to be repaid. To qualify, customers must: »» Meet current federal income-level guidelines; »» Provide the name and social security numbers of all household residents; and »» Supply proof of household income. Call (215) 787-HEAT (4328), click www.pgworks.com/LIHEAP or visit one of PGW’s Customer Service Centers (see page 2) for more information. GRANTS CRISIS GRANT A federal grant reserved to help low-income customers restore gas service or avoid a shutoff. Customers can receive both LIHEAP and Crisis grants. To qualify, customers must: »» Meet current federal income-level guidelines; »» Have a 10-day shut-off notice or be without utility service. Applications must be submitted at a Crisis Intake Site. Call (215) 560-1583 to find the nearest Intake Site or get more information on the grant. UTILITY EMERGENCY SERVICES FUND (UESF) A grant designed to help pay off the balance of low-income customers’ utility bills. The privately funded grant is: »» Given when no other federal aid is available. »» Matched by PGW. »» Meant to bring the balance of a customer’s bill to zero. If the grant plus PGW’s match do not result in a zero balance, the difference is paid by the customer. »» Available to a customer once in a two-year timeframe. Visit www.uesfacts.org for an application or call (215) 972-5170 with additional questions. 10. 11. WAYS TO SAVE ASSISTANCE PROGRAMS ADDITIONAL ASSISTANCE ADDITIONAL PROGRAMS AND SERVICES OFFERED BY PGW Everyone could use an extra hand from time to time. Here are additional programs that give our customers an extra layer of service and support. LANDLORD COOPERATION PROGRAM (LCP) PGW’s LCP program was created in 2006 with input from landlords, realtors and landlord associations. LCP helps to protect licensed residential landlords against property liens. Enrolled landlords who respond to PGW notifications and provide us with access to meters upon request are not issued property liens for tenant gas debt. PGW PARTS & LABOR PLAN Appliance breakdowns are inconvenient, costly and hard to predict. Our Parts & Labor Plan covers the cost of parts and labor for your natural gas appliances, eliminating the stress and expense of equipment breakdowns. Plans are available for residential customers and offer peace of mind knowing major gas appliances are covered by local expertise. Appliances covered include natural gas home heaters, water heaters, gas dryers and/or split system electric central air conditioners that are connected to a gas heating system. Learn more about Parts & Labor or enroll in a plan at www.pgworks.com/plp For more on our award-winning program, visit www.pgworks.com/cooperate or email [email protected] CUSTOMER ASSISTANCE REFERRAL AND EVALUATION PROGRAM (CARES) PGW’s CARES program helps customers with special circumstances (i.e. medical emergencies, unemployment, temporary hardships) find assistance and ways to pay their gas bills. For more information, reach us at (215) 235-1000. REBATES PGW customers may qualify for energy rebates. To learn more about conservation and rebates: »» Flip to page 15 of this brochure; or »» Visit www.PGWEnergySense.com 12. 13. CONSERVATION PGW’s conservation program is all about saving money for our residential and commercial customers. Whether we’re providing equipment rebates, performing energy audits or offering whole-building retrofits and incentives for new construction projects, our goal is putting money back in your wallet. PGW’s conservation program offers a world of options. Call (215) 684-6000 or visit www.PGWEnergySense.com to find the rebate or incentive that’s right for you. ENERGY SAVING TIPS: »» Install a programmable thermostat and set it between 65 and 70 degrees when you are at home. Warmer temperatures are recommended for homes with ill or elderly persons and infants. »» Turn your water heater temperature to “warm” or “low.” »» Open drapes and shades on winter days to allow sun light to help heat your home. Close shades each evening. »» Use ceiling fans to recirculate warm air. Check your owner’s manual for the correct directional setting. »» Eliminate drafts with tube or rope caulk. »» Install storm windows. »» Clean or replace your furnace filter each month. »» Insulate your gas water heater. »» Close your fireplace damper when not in use. Flexible low-interest loans are available to eligible borrowers for energy-related improvements through the Keystone Home Energy Loan Program (Keystone HELP) and the Philadelphia Home Improvement Loan (PHIL). Contact these programs for more information. Keystone HELP: (888) AFC-FIRST / www.keystonehelp.com or PHIL: (215) 851-1854 / www.ForMyPhillyHome.org 15. SAFETY FIRST WHY NATURAL GAS? SAFETY FIRST As more people call Philadelphia home, and businesses set up shop around town, PGW is here to ensure everyone continues to enjoy the benefits of safe, reliable natural gas. To keep service safe, we continuously upgrade our distribution system and remind customers about safety practices. PIPELINE IMPROVEMENT PGW delivers close to 78 billion cubic feet of natural gas each year. This service is thanks in large part to our continuous system improvements and upgrades. We’re working today for a better tomorrow. Now, you can visit www.pgworks.com/worksites to see where we are today and where we’ll be next. NATURAL GAS SMELLS BAD ON PURPOSE Natural gas has an unpleasant, rotten egg-like odor. If you smell natural gas, or have an unsafe condition, leave the area immediately then call PGW at (215) 235-1212, 24-hours-a-day, 7-days-a-week. If you smell natural gas, do not: »» Use electrical devices. »» Use an open flame, matches or lighters. »» Try to locate the source of the leak. »» Shut off natural gas valves or appliances. »» Put out the flame if natural gas ignites. »» Re-enter the building or return to the area until a qualified utility representative says it is safe to do so. 16. PROTECT YOURSELF AGAINST CARBON MONOXIDE Carbon Monoxide (CO) is an odorless, poisonous gas that can cause illness or death. Protect yourself and loved ones from CO poisoning by: »» Having your appliances and chimney or flue serviced regularly by a qualified technician; »» Installing a battery-operated CO detector in your household; »» Replacing batteries in your CO detector twice a year; »» Never using an oven to heat your home; and »» Not burning charcoal in enclosed spaces. WHY CHOOSE NATURAL GAS? Natural gas is »» Safe; »» Reliable; »» Clean; and »» Green! There’s more … »» Leave the hassle of orders and deliveries behind; natural gas is piped directly to your home. »» Think of what you can do with the money you save; natural gas rates are cheaper than oil. »» Feel good knowing you’re using a domestic product; nearly all of the natural gas we use in the United States comes from North America. Ready to convert? Learn how by visiting www.PGWEnergySense.com or calling (215) 684-6700. 17. NOTES 18. NOTES 19. NOTES FREQUENTLY USED NUMBERS (215) 235-1212 If You Smell Gas or Have an Emergency (215) 235-1000 Customer Service (215) 235-1777 Payment Assistance (215) 787-HEAT (4328) LIHEAP & Crisis Grants (215) 972-5170 UESF Grants (215) 235-2050 PGW Parts & Labor Plan (215) 684-6000 EnergySense (215) 684-6700 Convert to Natural Gas IN THE COMMUNITY If you would like PGW to attend your next community event to speak or provide information on energy efficiency, grant programs and/ or customer assistance programs, contact our Community Hotline at (215) 684-6901 or [email protected]. www.pgworks.com 20. 21.