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.  top

How is 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

Will you 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 incurred.

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.  top

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

When will 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 that.  top

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 apply.

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 enclosed letter.

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 bill?
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. 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 uniongas.com/myaccount. 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.  top

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.