Get ready for a home full of energy
Welcome to the wonderful, comfortable and inspiring
world of natural gas energy. We’re experts at helping people get
connected to natural gas in the simplest and quickest ways.
The best way to understand the process is to review
these frequently asked questions.
How long will I have to wait to get connected to natural gas?
Once your Heating Ventilation and Air Conditioning (HVAC) contractor
lets us know that you’re ready for natural gas, we will need
approximately six to eight weeks to install the gas service line from
the road to your home. If we experience extreme weather or ground
conditions, the installation schedule could be delayed.
the gas service installed?
The natural gas service runs underground from the street to your home
and is installed by Union Gas or one of our highly skilled authorized
pipeline contractors. top
disrupt other pipes and lines in my yard?
To avoid existing lines, we need to know where they are. The locations
for public services such as cable, telephone and hydro will be confirmed
prior to installing your gas line (that’s why we need the six
to eight weeks for installation). We’ll ask you to provide us with information
regarding the location of any of your privately owned features such as
septic systems, well lines, satellite cables, drainage tiles, lawn
lighting and sprinkler systems. It is your responsibility to point these
lines out to us.
If we are unable to determine the exact location of
these private features, all attempts will be made to avoid damage,
however we cannot be liable for the cost of repair if damage is
If you are a new Union Gas customer, a deposit
and/or credit approval may apply. top
I’m very garden proud. Will my lawns be damaged and if they are, who
will repair them?
Installing a natural gas line is garden and lawn friendly. We plan our
jobs carefully and work hard to ensure the least disruption possible.
When we are finished, we do our best to restore any damage using
topsoil, seed, sod, gravel, asphalt, concrete (for sidewalks, driveways
or patios) and interlocking stone. Once restored, we ask for your help
to water any new sod or seeded ground. For services installed in late
fall and winter, a return visit in the spring may be required to
complete the final restorations. top
Who will show
me how to use my equipment safely?
Your contractor will show you how to safely and efficiently operate and
maintain your new natural gas equipment. Natural gas equipment like
electrical and other fuel equipment requires upkeep to stay safe.
When the pipeline is installed, who turns the actual natural gas on?
Your contractor will give you all the information you need. Once the
natural gas service is installed, you will need to contact your HVAC
equipment contractor who will make arrangements for ordering and
activating your meter. Please allow at least 48 hours for scheduling of
your meter set. top
I see my first bill?
We will process your first bill after your natural gas service has been
activated, usually within 30 days. Bills are processed monthly after
Can you remind me of the costs of my new meter, the cost of installation
and any monthly charges that will apply?
Under normal circumstances there is no charge to run a natural gas line
to your home. There is one installation exception you need to know
about: If the length of the gas service between your front property line
or the gas main (whichever is closer) and your gas meter location is
further than 30 metres, an additional charge per metre will
All new services are subject to a one-time
connection charge for the activation of the natural gas service to your
home. This charge helps offset the cost to inspect your new gas line and
set up your account. As well, there is a fixed monthly charge covering
meter reading and billing; operating and maintaining our gas
distribution system; maintaining the service line to your home or office
and keeping service technicians available 24/7 to ensure the safe
operation of our system. This is a standard charge regardless of how
much gas you consume. The amount of this charge can be found in the
If you live in a Market Charge Area, the cost to
connect will be different for you (as set out with the Ontario Energy
Board). Call your HVAC contractor or Union Gas for information about
your specific connection charge. top
When will I pay these first charges?
These charges will appear on your first bill. top
I like to keep my budget simple. Can I arrange for a billing plan?
Yes! Enrolling in our Equal Billing Plan is a good way to manage
your Union Gas bill. With Equal Billing, you can spread your annual
natural gas costs over 11 months and pay the same predictable amount
each month. During the heating season, your equal billing plan amount
will be reviewed and, should changes be required, the amount may be
adjusted upward or downward. This is done to ensure that the amount you
are paying matches, as closely as possible, the amount you are consuming
as well as the rates being charged. Compared to paying as you go where
your monthly bills go up and down with the thermometer, equal billing is
exactly that – equal and easier for budgeting. If you’d like to enroll
in our Equal Billing Plan please visit the Equal Billing Plan Page or
call our Customer Care Centre at 1 888 774-3111. top
How can I pay my
You can mail your cheque to Union Gas in the return envelope provided
with your bill or you can make life even easier by signing up for our
Automatic Payment Plan. With our payment plan, the full amount of your
gas bill is automatically withdrawn from your financial institution
before the due date (to ensure no penalties are charged). Visit the Automatic Payment Plan Page,
sign up and we’ll send you an application form. You can also call our
Customer Care Centre at 1 888 774-3111 for more information.
If you prefer, you can receive your bill through
Ebill offers you the ability to continue to receive your paper bill or
be environmentally friendly and choose paperless billing. It is entirely
your choice! You can
view your bills through the Union Gas website at
To sign up for an online account we need to verify who you are. To do
this we ask for your account number, postal code and telephone
number. If any of these pieces of information are entered incorrectly,
you cannot create an account. It may be that we do not have the correct
phone number in our records. top
What if I have questions about my bill?
If you have questions about your bill or anything to do with natural
gas, do not hesitate to call us at
1 888 774-3111. We’re here to help in any way we can.
The beginning step in welcoming natural gas in your
home is sitting back and imagining your home with more comfort, more
convenience and more savings. You’ve taken the first step and we warmly
welcome you as a new customer.