Frequently Asked Questions

As a customer of Union Gas, what does this change mean for me?

You will see a transition to the Enbridge name and brand over time, otherwise it is business as usual. Please continue to interact with your existing Union Gas and Enbridge Gas Distribution contacts as you have in the past, our phone numbers have not changed. We will keep you informed of any future changes.

What do you mean by “brand transition”?

Throughout 2019 you will see changes to branded items such as building signs, service trucks and utility bills. Things will look different, but our customers can expect the same great service and the same great product.

Will the company name change affect my bill payment process?

No. As a continuing customer you can expect no change. Your account number and the options for paying your bills will remain the same.

Who do I contact if I have questions about my bill/account?

Please continue to interact with Union Gas or Enbridge Gas Distribution as you have in the past; our contact and emergency numbers have not changed:

Union Gas Contact Centre: 1-888-774-3111
Union Gas Emergency: 1-877-969-0999

Enbridge Gas Distribution: 1-877-362-7434
Enbridge Gas Distribution Emergency: 1-866-763-5427

Will this affect what I pay for natural gas?

While the utilities have merged, the rate zones for Union Gas and Enbridge Gas Distribution customers will remain distinct. The rates customers pay reflect the cost to serve different geographic areas and the market price of natural gas and must be approved by the Ontario Energy Board. To understand how legacy Union Gas sets its rates, refer to the following videos.

Are Enbridge Gas customers eligible for the programs offered by each of the previous utilities?

There are no immediate changes to the services and programs offered by each legacy utility:

We will keep you informed of any future changes.

Will this amalgamation impact the quality of the service I receive from my current utility?

As a combined company, we remain committed to maintaining a high standard of operational excellence. An integral component of the merger is a regulatory framework which includes ongoing monitoring of performance against service quality indicators for customer service, operations, system reliability and safety.

What can we expect from Enbridge Gas, as a new company?

The name may be new, but Union Gas and Enbridge Gas Distribution have a collective 170 years of experience. We have long been leaders in delivering exceptional energy value for consumers through an unrelenting focus on operational efficiency, safety and reliability of service. The combined utility will continue to deliver the best and lowest cost service to customers by leveraging best practices, pursuing incremental efficiencies and positioning the company for future growth and success.

Will the new combined company continue to invest in Ontario communities?

We will continue to invest in all the communities in which we operate across Ontario, including a strong and continued focus on United Way. Individuals at our company care about the health of the communities Enbridge Gas serves across Ontario. That will never change.

How and when did the merger of Union Gas and Enbridge Gas Distribution take place?

On Jan. 1, 2019, Enbridge Gas Distribution and Union Gas joined to become Enbridge Gas Inc. We're now on an exciting energy journey together. This chapter of our story began two years ago in September 2016, when it was revealed that Enbridge Inc. and Spectra Energy, our parent companies, had reached a deal to merge, creating one of the largest energy companies in North America. The Ontario Energy Board in September of 2018 then gave approval for Enbridge Gas Distribution and Union Gas to integrate.

Will the values of the new company change?

No. We will continue to work hard with safety, integrity and respect as our guides. Those values are steadfast. They mean everything to us. We live these values in support of our customers, all communities, the environment and each other.