Frequently Asked Questions

GENERAL CUSTOMER QUESTIONS

1. How often will I get a gas bill?
Customers are billed monthly for their natural gas usage.

  • Customers will receive a paper bill in the mail every month before payment is due.
  • Instead of a paper bill, E-bill customers will receive an email notification with a payment link to our website when payment is due.
  • Autopay customers will receive an email notification each month when their gas bill has been successfully deducted from their designated account.

2. Is there more than one way I can pay my bill?

Yes. Bills can be paid by mail, by phone, through your online account, as a one-time online payment if you don’t have an account or in person at one of our Customer Service Centers or one of our Alternative Payment Centers. If you are a residential customer, visit Ways to Pay. If you are a business customer, visit Manage My Business Account. 

3. Are there low-income or assistance programs available through PGW?
Yes. We offer the Customer Responsibility Program (CRP) and the Customer Assistance Referral Evaluation Program (CARES) for customers in difficult or special circumstances. PGW can also provide a list of federal and private grants available to low-income customers. For more information, visit Assistance Programs & Grants.

4. Does PGW offer an installment billing plan?
Yes. PGW offers Budget Billing, which allows residential customers to divide their gas bills into 12 equal installments throughout the course of the year. We also provide payment arrangements for customers who have fallen behind on bills or are facing a shutoff. For more information, visit Assistance Programs & Grants.

5. What if I want to dispute my bill?
Contact PGW by phone at (215) 235-1000 for Residential Customers, (215) 235-7077 for Business Customers or in person at one of our Customer Service Centers.

6. What if I am not satisfied with the way PGW is handling my dispute?
You can appeal to the PA Public Utility Commission at (800) 692-7380 or via the on their website.

7. What if I can’t pay my bill on time?
If you are having trouble paying your gas bill, PGW is here to help you get back on track with the assistance program that best works for your specific circumstances. Learn more about our programs at Assistance Programs & Grants.

8. Can I get an insurance plan for my gas appliances?
Yes. PGW offers a variety of service packages through our Parts & Labor Plan. Enrollment in these programs begins on November 1st  of each year and covers your appliances through May 31st of the following year. For more information, visit Parts & Labor Plan.

9. Can I check my PGW account online?
Yes. PGW customers can view their bills online as long as they have signed up for a free online account. To register for this convenient service, or if you have already signed up and want to view your bills, visit Pay My Bill.

 10. Can I pay my bill online?
Yes. If you have an online account, you can pay your bill from a checking account or with a VISA, MasterCard, Discover or debit card. Even without an online account, you can make a one-time payment with a check or credit card. A third-party processing fee may apply.

You can also enroll in our E-bill, which will email you notices when your PGW bill is due and provide a link and instructions for how to pay online.

If you are a PGW residential customer, you can also enroll in our free Autopay service and have your monthly payments automatically deducted from the bank account you designate on your bill due date each month. Note that Autopay enrollment can take up to two billing cycles to activate, so you should keep paying your bill according to your old method until an Autopay message is displayed on the pay stub of your PGW bill.
For more information, visit Manage My Account. To log into your online account or register for one, visit Pay My Bill.

11. Can I sign up for paperless bills or E-bills?
Yes. Sign up at Pay My Bill.

12. Can I sign up to have my bill automatically deducted from my bank account?
Yes, if you are a residential customer. For more information, visit Manage My Account or sign up at Pay My Bill.

13. Can I pay my bill with a credit card?
Yes. You can pay your PGW bill with a Visa, MasterCard or Discover Card anytime online, over the phone at (215) 235-1000, or in person at one of our Customer Service Centers. A third-party processing fee may apply.

14. Do I need to let PGW have access to my gas meter?
Yes. The gas meter is the property of PGW. PGW must have access to it for purposes of maintenance, operations and meter reading to determine your gas usage. Failure to allow access could result in PGW shutting off gas service to the property.

15. How does PGW determine how much gas I’ve used?
PGW determines your usage by reading the PGW gas meter on your property. Most meters are automatic reading devices, which electronically transmit information about your usage to PGW. In some cases, PGW will issue customers an “estimated” bill. Such bills are calculated by estimating the amount of gas you use based on past usage for your property, adjusted for weather conditions as appropriate. An estimated gas bill will always be clearly marked as such.

REQUESTING GAS SERVICE

1. How far in advance should I contact PGW to install a new gas service line for my home or business?
You should contact PGW at least 4-12 weeks before you'll need the gas line installed.

2. Who do I contact for a new service to my business?
Please contact PGW's Residential/Commercial Department at:

Philadelphia Gas Works
Marketing Department, Res/Com
800 West Montgomery Ave.
Philadelphia, PA 19122
Small Business
Ph: (215) 684-6730
Fx: (215) 684-6096
Large Business
Ph: (215) 684-6740
Fx: (215) 684-6096

3. How can our facility lower its energy costs?
Your facility can easily lower its energy costs by converting to natural gas, a clean, efficient and plentiful fuel that is generally lower in cost than electricity.

4. Does PGW recommend any contractors?
No, PGW does not recommend particular contractors.

LOW INCOME HOME ENERGY ASSISTANCE PROGRAM (LIHEAP)

1. What is LIHEAP?
LIHEAP is a federally funded grant that helps income-eligible households pay their heating bills.

2. How much do I have to make to qualify for LIHEAP?
For income standards that determine eligibility for LIHEAP, click here.

3. When can I apply for LIHEAP?
The program opens on Monday, November 3, 2014, and is scheduled to close on Friday, April 3, 2015. However, it is important to apply early because funding is limited. The program may stop taking applications before the scheduled closing date.

4. Where can I apply for LIHEAP?
After November 3, 2014, you can apply for LIHEAP:
• In person by visiting a PGW Customer Service Center
• Online at www.compass.state.pa.us
• At a Neighborhood Energy Center
• At a County Assistance Office

5. What information do I need to include with my application?
You should submit your LIHEAP application, signed and dated, along with the following supporting documents:
• A copy of your recent PGW bill. If you need a duplicate copy of your bill, you can request one by calling Customer Care at (215) 235-1000.
• Thirty (30) days or one year of income documentation is required for each household member who has income.

6. How much can I get from an LIHEAP grant?
Grants range between $100 and $1,000 and are primarily dependent upon household size and combined income. Last year, the average grant was $235.

7. When will I hear if my application was approved?
• The state will send a letter to you within seven (7) days of receiving your application to let you know that your application was received and will be processed.
• The state will send a second letter within four to six (4-6) weeks to let you know if your application was approved, rejected, or if you need to send more information.

8. I received a letter from the state, telling me I was approved for a grant. When can I expect the grant to be credited to my account?
The grant will be credited to your account on the first or second bill after the payment date stated in your letter. For instance, if the letter gives a payment date of December 1, and you usually receive your bill during the first week of the month, you may have to wait until the January bill to see the grant applied to your account.

9. What do I do if I receive a letter telling me my application is pending?
The letter you receive will explain the reason your application is pending. In many cases, the state simply needs more documentation from you to determine your eligibility. Follow the instructions given in the letter if the state is asking for additional information. The most common causes of delay are the applicant did not include 30 days of income verification or a copy of their gas bill.

10. What do I do if I receive a letter telling me my application was rejected?
The letter you receive will explain why you were rejected. If you feel the reason provided is based on incorrect information, you can file an appeal. The letter will explain how to file an appeal.

You can also contact the LIHEAP Office at (215) 560-1583 to discuss the rejection.

11. I applied for LIHEAP more than two weeks ago, but have still not heard anything. What should I do?
Contact the LIHEAP office at (215) 560-1583 to explain that you submitted your application but have not yet received a letter stating that it was received.

12. I’m on CRP. Can I get a LIHEAP grant?
Absolutely. In fact, as part of your CRP agreement, you are required to apply for LIHEAP and to assign your grant to PGW. LIHEAP and CRP have the same income eligibility criteria, so if you’re eligible for CRP, you should be eligible for LIHEAP.

13. If I am a CRP customer and I receive a LIHEAP grant, will the grant reduce my bill even more?
Yes. PGW applies LIHEAP benefits to CRP’s customers’ bills in addition to their CRP discount. So, if your monthly bill is $50 and your account is current, a $100 LIHEAP grant will pay for two months of PGW bills.

14. If the LIHEAP grant is used to pay my CRP bill, will I still receive forgiveness of my arrears?
Yes. Payments made with a LIHEAP grant are treated just the same as payments made by the customer.

15. If the amount of my LIHEAP grant is higher than my monthly bill, where does the remaining amount go?
The excess funds will be reserved as a credit and used to make future payments on your account.

16. Can I receive two LIHEAP grants?
No. LIHEAP regulations do not allow customers to receive more than one grant in each LIHEAP year.

17. I received two LIHEAP grants last year. Why can’t I receive two this year?
LIHEAP grants are awarded based on a fiscal year between every October and the following September — not a traditional January – December calendar year — so it is possible to receive two grants in two fiscal years that fall within the same calendar year. For instance, you can receive a LIHEAP grant for the 2013 fiscal year in March of 2013, and then another LIHEAP grant for the 2014 fiscal year in November 2013.
Also, over the past few years, LIHEAP has awarded supplemental grants to certain households the state considers vulnerable. The amount of supplemental grants vary, but are listed as simply “LIHEAP” on bills. Therefore, it could appear that you received two LIHEAP grants when you really received one LIHEAP grant and a supplemental grant.

18. How is a “vulnerable household” defined?
A household that is considered vulnerable by the state of Pennsylvania has at least one member who is 60 years old or over, five (5) years old or under or has a disability.

19. Can I use my part of my LIHEAP grant for my PGW bill and another part for PECO or a different utility?
No. LIHEAP regulations do not allow customers to split a LIHEAP grant between vendors.

20. Can I get a refund from my LIHEAP grant if the grant leaves a credit on my account?
No. Any excess credit will be held for future bills. If your account is closed while a LIHEAP credit remains on the bill, PGW will return the unused portion to the state.

21. The gas bill is not in my name. Can I still get a LIHEAP grant?
Yes, as long as your household is eligible. However, if the bill is not in your name, you must provide a letter, signed and dated, from the person whose name is on the bill, and the letter must explain why the bill is in their name.

22. I have two utility bills in my name for two separate households. Can both households receive LIHEAP grants?
Yes, as long as both households are eligible. However, for the household in which you do not live, you must provide a letter, signed and dated, explaining why the bill is in your name.

22. I rent and the gas bill is not in my name, but heating costs are included in my rent. Can I still get a LIHEAP grant?
Yes, as long as your household is eligible. The grant you receive will be half the amount, but will be sent to you directly. However, you will need to include a copy of your lease when you apply. 

Visit a PGW Customer Service Center
Visit a Neighborhood Energy Center
If you have a heating emergency, contact the Philadelphia County Assistance Office at (215) 560-1583, or visit 1348 W. Sedgley Avenue, Philadelphia, PA 19132.

COMMERCIAL LIEN NOTIFICATION PROGRAM

1. As the owner of a commercial or industrial property, am I responsible for unpaid gas bills even if I do not reside there or have the account in my name?
Yes. However, you can enroll in PGW’s Commercial Lien Notification Program (CLNP) in order to get advance notification via email of the impending placement of a lien on the property. The email will show the property address and the amount of the lien.

2. How do I enroll in CLNP?
Register your rental properties and enroll in CLNP by clicking on Log In & Downloads and then Enroll under Commercial Lien Notification Program on our Landlord Programs page. If you have questions, you can download “How to Apply Instructions” from the same section of the page.

3. What do I need to enroll in CLNP?
You will need your Commercial Activity License (CAL) number, formerly known as the Business Privilege License (BPL) number.

4. What if I don’t have an active Commercial Activity License?
In order to enroll in PGW’s CLNP, you must have a valid CAL. If you do not, you can find out how to obtain one by contacting the Philadelphia Department of Licenses and Inspections online. You can also call 311 if you live within Philadelphia city limits, or (215) 686-8686 if you live outside the city limits.

5. What if I sell the property that is registered under CLNP?
If the property is sold, you must remove it from your CLNP account.

6. How do I update my contact information?
If your home address, phone number, email address or other important information has changed, go to the How to Apply Instructions section under CLNP on our Landlord Programs page to update it.

7. What do I do if I am having trouble registering my property in CLNP?
If you have questions about how to register your property in CLNP after following the enrollment steps under the Commercial Lien Notification Program section of the Landlord Programs page, email a PGW CLNP representative with a description of your problem at clnp@pgworks.com. Include the property address you are inquiring about and its corresponding CAL number.

LANDLORD COOPERATION PROGRAM

1. As the owner of a residential property, am I responsible for unpaid gas bills even if I don’t live there?
Yes. However, you can enroll in PGW’s Landlord Cooperation Program (LCP), which protects your residentially zoned property from having a lien placed against it for unpaid gas bills during the duration of your membership. To qualify, you must also remain in cooperative status with PGW. This involves allowing PGW employees access to the meters on your property, for example. To learn more visit Landlord Programs.

2. How do I remain in cooperative status?
To be considered a cooperative landlord with PGW, you must agree to, and fully cooperate with, the Terms & Conditions of the program. For example, as part of the Terms & Conditions, you must work with PGW and allow us access to the property in question when we request it. You can view the Terms & Conditions here or on PGW’s Landlord Programs page by clicking on and expanding the Log In & Downloads bar in the Landlord Cooperation Program section.

3. How do I enroll in LCP?
Register your rental properties and enroll in the residential LCP by clicking on Log In & Downloads and click Enroll on the Landlord Cooperation Program section of the Landlord Programs page. If you have questions, you can download How to Enroll Guide from the same section of the page

4. What do I need to enroll in LCP?
You will need your Housing Inspection License number.

5. What if I don’t have an active L&I Housing Inspection License?
In order to enroll in PGW’s LCP, you must have a valid L&I Housing Inspection License. If you do not, you can find out how to obtain one by contacting the Philadelphia Department of Licenses and Inspections online. You can also call 311 if you live within Philadelphia city limits, or (215) 686-8686 if you live outside the city limits.

6. When I get an L&I license, how long should I wait before registering it under LCP?
You should register the property as soon as possible after waiting three (3) business days for PGW to receive the information from L&I.

7. What if I sell the property that is registered under LCP?
If the property is sold, you must remove it from your LCP account.

8. How do I update my contact information?
If your home address, phone number, email address or other important information has changed, go to the How to Enroll Guide under LCP on our Landlord Programs page for instructions.

9. What do I do if I am having trouble registering my property in LCP?
If you have questions about how to register your property in LCP after following the enrollment steps under the Landlord Cooperation Program section of our Landlord Programs page, email a PGW LCP representative with a description of your problem at lcp@pgworks.com. Include the property address you are inquiring about and its corresponding license number.

GAS CHOICE PROGRAM

1. What is Gas Choice?
Gas Choice gives PGW customers the option to choose a different gas supplier for the service of providing and transporting natural gas to the Philadelphia area. Once in Philadelphia, however, the gas will still be distributed to all customers by PGW.

2. Do I have to choose another natural gas supplier?
No. Participating in the Gas Choice program is entirely up to you, although you may save money by shopping for a new supplier. If you do not want to pick a different supplier, PGW will continue to provide, transport and deliver your gas, as we have always done.

3. How can I save money with the Gas Choice Program?
Each supplier offers a variety of different prices, incentives and options for customers. Contact our list of Approved suppliers to find out which one best meets your needs and budget.

4. Who is eligible to participate in Gas Choice?
All PGW customers are eligible to participate in Gas Choice.

5. Is there a deadline for signing up?
No. Gas Choice has an open enrollment period. You may choose to sign up at any time.

6. Will I still get my gas bill from PGW if I choose my own supplier?
If you choose your own natural gas supplier, you may receive two separate bills at first. Your supplier will bill you for the furnished gas (called “Commodity” on your bill), and PGW will bill you for the delivery of the gas (called “Distribution” on your bill). In the future, you will receive only one combined bill with both companies’ charges on it.

7. If I choose another supplier, will I be able to switch back to PGW?
Yes. PGW will always remain an option for supplying natural gas to your home or business.

8. Is there a charge for switching suppliers?
Each supplier handles fees differently. Check with each individual supplier to determine its fees for switching service. You may also want to ask if the supplier’s fees and penalties are fixed or change with the season.

9. Will the quality of gas from the new supplier be the same?
Yes. All suppliers, including PGW, are required to meet the same PUC standards for quality and heating value.

10. Who do I call in an emergency if I choose to participate in the Gas Choice program?
PGW is still your emergency contact. If you smell gas or have another gas-related emergency, please call (215) 235-1212 for 24 hour assistance. 

11. If I live in an apartment/multi-family development, does Gas Choice apply to me?
It depends. Check the terms and conditions of your lease or contract. If there is one gas meter which tracks usage in all units, then your building’s management most likely decides who supplies natural gas to the building.

12. Who will read my gas meter if I choose another supplier?
PGW will continue to read your gas meter.

13. Can I choose my own supplier if I am a CRP (Customer Responsibility Program) customer?
If you are a Customer Responsibility Program (CRP) participant, you pay a reduced bill based on your income. This amount is less than the actual cost of the gas you use. If you are thinking about participating in Gas Choice, you should compare the actual cost of your usage and not the amount of your discounted CRP payment. If you decide to select a new gas supplier, you will no longer qualify for the CRP discount and will be responsible for the actual cost of your gas supply and delivery.

14. Will PGW still handle the special programs I belong to, like Parts & Labor Plan and Senior Citizen Discount?
Yes. These special services are offered through PGW, which will still remain your distributor no matter which supplier you choose. PGW will continue to service your appliances if you have a Parts & Labor Plan, as well as issue your Senior Citizen Discount on the PGW portion of your bill.

15. What is the "Price to Compare”?
Price to Compare is equivalent to the Commodity portion of your bill and is what you are now paying PGW for the service of purchasing your natural gas and transporting it to PGW. This is the same service a natural gas supplier can provide to customers who wish to participate in Gas Choice. This price is quoted in cents per Ccf (100 cubic feet) of natural gas.

By comparing PGW's Commodity charge with the suppliers' charges, you can decide which offer best meets your needs.

16. How do I sign up for Gas Choice?
Contact PGW at (215) 787-1277 from 8 a.m. – 4:30 p.m.

17. How can I find out about Gas Choice and suppliers?
Information about any PUC-approved suppliers is provided to customers with their PGW bills and available at PGW Customer Service Centers, on our website or by phone at (215) 787-1277. You can also contact the Public Utility Commission at (888) PUC-FACT or PGW’s Office of Consumer Advocate at (800) 684-6560.

PIPELINE IMPROVEMENT

1. What is Pipeline Improvement?
PGW is always striving to improve the way we bring natural gas to the Philadelphia community. From inspecting, maintaining and monitoring our pipeline network to expanding our reach to new homes and businesses, PGW’s Pipeline Improvement keeps Philadelphians informed about scheduled  and ongoing projects that facilitate energy efficiency in our historic city.

While our crews are constantly working on projects to improve and maintain Philadelphia’s complex pipeline system, investing millions of dollars each year to keep rates steady, create local jobs and reduce service disruptions, only projects with a firm start date and a potential to inconvenience residents are included in our Pipeline Improvement projects.

2. What kinds of projects are placed on the Worksites map?
PGW’s Worksites map projects are current or scheduled projects to start within the next month. Click here to view the Worksites map.

3. How often are these projects updated?
We make every effort to ensure that Pipeline Improvement information is current and accurate. To find out more about possible work in your area visit the map or contact us at 215-684-6767.

4. How long do these Pipeline Improvement projects take?
The duration of these jobs vary. Each project is unique and schedules are subject to modification. Philadelphia is an older city and our crews can encounter unexpected obstacles as they work. As always, PGW makes it a priority to complete jobs as quickly as possible while focusing, first and foremost, on the safety of crew members and people in surrounding neighborhoods.

5. What kinds of disruptions can these projects cause?
Sometimes, unfortunately, service disruptions are necessary to keep our system maintained and updated. PGW tries to make sure that no individual property is without natural gas service for more than eight hours. When such delays are necessary, we appreciate the support and patience of our neighbors as we ensure the continued safety and reliability of our system.

We also attempt to avoid road closures unless completely necessary and to guarantee that trash pick-up and delivery are not interrupted.

6. Who pays for this work?
Projects that are part of PGW’s system maintenance work are already factored into the annual rates charged to PGW customers.

7. Will sidewalks be replaced once work is complete?
Yes. All natural gas pipelines are buried, so digging is necessary for our crews. For that reason, PGW is committed to restoring roads and sidewalks impacted by our work. We take pride in leaving things the way we found them — only better.

7. What if I have additional questions?
For more information about Pipeline Improvement projects, contact PGW at 215-684-6767 or see our Pipeline Improvement map.