FREQUENTLY ASKED QUESTIONS - RadGraphx

MISSOURICUSTOMERRESPONSIBILTIES& RIGHTSFREQUENTLYASKEDQUESTIONS

When can a utility company refuse toprovide service to an applicant?A utility may refuse to commence service to an applicant forany of the following reasons:1. Failure to pay an undisputed delinquent utility bill forservices provided by that utility or by its regulatedaffiliate. To be considered to be disputed, the unpaidcharge must be the subject of an open informalcomplaint at the Missouri Public ServiceCommission (PSC).2. Failure to post a required deposit or guarantee that isbeing charged according to the utility’s tariffs;3. Refusal or failure to permit inspection, maintenance,replacement or meter reading of utility equipment;4. Misrepresentation of identity;5. Violation of any other rules of the utility approvedby the Missouri PSC which adversely affects the safetyof the customer or other persons or the integrity ofthe utility’s system;6. Failure of a previous owner or occupant of thepremises to pay a delinquent utility charge where theprevious owner or occupant remains an occupant;7. Failure to comply with the terms of a settlementagreement; or8. Unauthorized interference or diversion of use of theutility’s service by the applicant or by a previousowner or occupant who remains an occupant.When can a utility company NOT refuse toprovide service to an applicant?A utility may not refuse to commence service to an applicantfor any of the following reasons:1. Failure to pay for merchandise, appliances or servicesnot subject to Missouri PSC jurisdiction as an integralpart of the utility service provided by a utility;2. Failure to pay the bill of another customer, unlessthe applicant who is seeking service receivedsubstantial benefit and use of the service to thatcustomer, or unless the applicant is the legal guarantorfor a delinquent bill. In this instance, the utility hasthe burden of proof to show that the applicantreceived substantial benefit and use of the service orthat the applicant is the legal guarantor, providedthat such burden shall not apply if the applicantrefuses to cooperate in providing or obtaininginformation that he, she or it does or should haveregarding the applicant’s residence history.To meet the burden of proof, the utility must have reliableevidence thata. the applicant and that customer resided togetherat the premises where the bill was incurred andduring the period the bill was incurred; and1

. the bill was incurred within the last seven (7) years;andc. the utility has attempted to collect the unpaid billfrom the customer of record; andd. at the time of the request for service, the bill remainsunpaid and not in dispute.After I call for service, how soon will youturn on my gas?We will commence service at an existing residential servicelocation in accordance with the rules as close as reasonablypossible to the day specified by the customer for serviceto commence, but no later than three (3) business daysfollowing the day specified by the customer.Is there a charge for turning on the gas?Yes, there is a connectioncharge. After you apply andare approved for service,we’ll schedule a time thefollowing day between 8a.m. and 4:30 p.m., Mondaythrough Friday, except forholidays, to turn on yourgas. These are our normalworking hours, and wemake every effort to start your service as soon as possibleafter your application has been approved. If waiting foryour gas to be connected would threaten your health orcreate a hardship for you, you may request that we connectyour service as soon as we can, including nonbusinesshours. For nonbusiness hours connection, there is anadditional charge.Do you require a deposit before you turnon the gas?Yes, we do for new customers. It’s an amount that’s no morethan one-sixth (1/6) the annual gas bill. For example, assumethe annual residential gas bill is $500. Your deposit would be$80 ($500 x 1/6 = $80).Are there times when a cash deposit isn’trequired for a residential customer?Yes, there are a few situations when it isn’t necessary.1. If you own or are purchasing your own home wherethe service is rendered; or2

2. If you have been regularly employed on a full-timebasis for at least one (1) year; or3. If you have an adequate regular source of income; or4. If you can provide adequate credit references from acommercial credit source.If I’m required to pay a deposit, doI have to pay all the deposit beforeyou’ll start gas service?No. You can pay your depositseveral different ways. Justchoose the one that’s easiestfor you.1. Pay the full amountwhen you apply forservice; or2. Pay one-half (1/2) ofthe deposit at the timeof application, withthe balance to be included on the first month’s bill.Just pay half of the deposit when you apply, and we’llput the remaining half on your first month’s gas bill;or3. Pay the entire deposit on the first month’s bill.4. A deposit assessed during the months of November,December and January can be paid over a six-monthperiod if you are unable to pay the entire amount atone time.Do I ever get my deposit back, and doyou pay interest on it?Yes, if you are a residential customer. Your deposit, plusinterest, will be automatically credited to your account aftertwelve (12) months if1. your account is paid up; and2. has not been delinquent during a twelve-month (12)period; and3. none of the checks you wrote to pay your bills duringthe previous twelve (12) months were returnedbecause of Not Sufficient Funds (NSF), and thedelinquency date has elapsed.And, of course, if you’re leaving our system and don’t have anunpaid balance on your account, we’ll apply your deposit toyour final bill and mail the remaining balance to you.Until your deposit is refunded to you, we’ll pay you intereston your money at a rate that is approved by the PublicService Commission.If you are a commercial or industrial customer, your depositwill be refunded only on termination of service.3

If I have gas service, do you everrequire an additional deposit?Sometimes, but only up to the amount of two (2) maximumbillings. And, we’ll only require that if1. we have to discontinue your service because youhaven’t paid your gas bills; or2. you’re late in paying your gas bill five (5) times in thepast twelve (12) months; or3. you obtained, diverted or used service withoutauthorization or tampered with utility equipmentduring the past five (5) years; or4. you file for bankruptcy; in that case, we may requireadequate assurance of payment in the form of adeposit or other security.Who approves the rates used incalculating my bill?All rate schedules are approved by the Missouri PublicService Commission, which regulates Atmos Energy. Copiesof these rate schedules are available.If I own more than one house orstructure at different locations, will Iget more than one bill?You’ll receive bills for each separate structure, because we willmeter and bill each one individually.How often will I be billed for gas service,and how long is my billing period?You will be billed monthly, and your normal billing periodwill not be less than twenty-six (26) days, but not more thanthirty-five (35) days.How much time do I have to pay my bill?The due date of bills in a particular cycle is based on whenthe bills are mailed. You’re permitted twenty-one (21) daysfrom the date the bill is mailed in which to make yourpayment. The Missouri Public Service Commission, the stateagency that regulates gas companies, establishes the lengthof those billing periods. Your bill is due upon receipt. Thedate that your bill becomes past due is clearly identifiedby the words “PAST DUE AFTER” that precede it. Yourpayment must be posted to your account on or before the“PAST DUE AFTER” date.4

Is my gas payment due on the same dayeach month?Probably not. Our meter readers can’t read all our customers’meters at the same time each month; so, we send out bills atdifferent times during the month. Since the due date can’tbe on a holiday or weekend, we extend the date to the nextworking day. As a result, your due date can change frommonth to month.My government check comes only once amonth. What am I to do?If you qualify, your account may be assigned an extendeddue date that will more closely fit your ability to pay. Pleasecall customer service at 1-888-286-6700 to see if you qualify.How do I get my bill?1. We’ll mail your bill to you. You can also requestthat we send your bill to an address other than theservice location.2. You may also receive your bill over the Internet in ane-mail from us.3. You can view your bill, account billing and usagehistory and your payment history on our Web siteat www.atmosenergy.com.Am I liable for my bill if I don’t get itfor some reason?Yes, you are. Call us as soon as you think your bill has beenlost. The failure to receive a bill does not extend the time forpayment to avoid a shut-off notice if the account is overdue.Bills are considered delinquent after the due date on the bill.Service can be discontinued after a shut-off notice is issued.Is there a charge if my check bounces?Yes. Because of the extra time and processing involved inreturning your check, you’ll be charged an additional amountfor checks returned to us marked NSF (Not Sufficient Funds).Do you ever estimate a bill instead ofactually reading the meter?Yes. Suppose there’s been a heavy snowfall and we cannotread your meter, your meter is damaged or we are unable togain access to read the meter. In those instances and certainothers, we will estimate your usage.5

The fairest way to estimate your bill is to use your usage forthe same period from the previous year, and that’s what wedo. We also take into consideration differences in weatherand any changes in the type of service you receive.What should I do if I think my bill iswrong?Please call our toll-free customer service number1-888-286-6700. Our representatives can help you. Here area few tips to remember if you call us about your bill:1. State your complaint or problem as clearly aspossible.2. If you have a suggestion for settling the problem, tellthat to our customer service representative.3. If your service is scheduled to be shut off, you shouldcontact us at least twenty-four (24) hours before theshut-off date. We will advise you of the steps necessaryto avoid discontinuance of service.What if I’m not satisfied after talkingto your customer service representative?You may ask to speak to his or her supervisor.What if I think the bill or the proposedsolution is still wrong?Naturally, we hope to be able to solve your problem, and wehave skilled employees who regularly handle these matters.But if we can’t answer your question to your satisfaction, wewill advise you to call or write the Missouri Public ServiceCommission Consumer Services Department. To avoiddiscontinuance of service, you must contact the MissouriPSC within five (5) days. The commission’s telephonenumber and address are:Toll-free: 1-800-392-4211Missouri Public Service CommissionAttention: Consumer Services Dept.P.O. Box 360Jefferson City, MO 65102-0360What kind of information appears onmy gas bill?Quite a bit. For example, you’ll find the following:1. Your name.2. The period of service covered by the bill.3. The beginning and ending meter readings.4. The quantity of gas used in ccf (100 cubic feetincrements).6

5. All itemized charges and credits, such as:a. Charge for gas service.b. All taxes.c. Customer deposit charges.d. Reconnect charges.e. Credits due to refunding customer deposits.f. Charges for nonutility services.6. Any prior balance due.7. The date the bill was mailed.8. The date the bill becomes past due.9. The applicable rate schedule.10. The name, address and telephone number forAtmos Energy.11. The purchased gas adjustment cost.12. The amount of your deposit that you have paid.What’s the “Franchise Tax”?Cities and town — municipalities — in which we operate arepermitted to tax us. A Franchise Tax Clause allows us to passon to customers who live within the municipality any taxesthat are levied by the city.What’s the “Purchase Gas Adjustment”charge on my bill?It’s a charge that reflects the cost of the natural gas that webuy to serve you. The Missouri PSC reviews and approvesgas cost adjustments that are charged to our customers.This rate is normally adjusted twice a year but no more thanthree times a year. The change in the rate could appear as anincrease or decrease from you previous bill.Will my bill tell me if my meterwas actually read or if my bill wasestimated?Yes. Any time we estimate usage, we clearly state that fact onthe front of the bill.May I read my meter myself todouble-check the meter reader?Yes, you can. The dials on your gas meter register the amountof natural gas used in units of 100 cubic feet (ccf). Readingyour meter is similar to reading a clock. Here’s what to do:1. Face the meter and read the dials from left to right.Only the top four numbers appear on your bill.2. Read the numbers as indicated by the hands on thedials. If a hand is between two numbers, read the7

smaller number except when the hand is between 0and 9 as in “B” on the example of the dial, in whichcase you read the number 9.In the illustration below, dial A reads 6, dial B reads 9, dialC reads 4 and dial D reads 5. The correct reading for thismeter is 6945.CUBICFEETWhat can I do if I think my meter isnot working properly?Call us as soon as you notice the problem. We’ll visuallyinspect the meter. Then, if we think it might be defective orif you request that we check it more thoroughly, we’ll sendit in to be tested. If we find that the meter is reading toolow or is accurate, the Missouri Public Service Commissionpermits us to charge you a nominal fee for the meter test.This fee will be charged only if your meter was tested withinthe last twelve (12) months. If we discover that your meter isdefective and reading too high, we’ll make an adjustment onyour bill or make a refund to you within a reasonable time.Can Atmos Energy turn off my gaswithout telling me in advance?Yes, under certain circumstances. These are1. when we think that turning off the gas is necessary tocorrect a situation that poses a health or safety hazardto you or others, to prevent damage to our equipmentor to prevent a violation of federal, state or local lawsfor use of service, and2. to prevent the unauthorized or fraudulent use orprocurement of service or tampering with pipes,meters and other company equipment.What does a shut-off notice say?A shut-off notice contains the following information:1. Your name and address and the address of the servicelocation.2. The amount of the delinquent bill and the date the billbecame delinquent.8

3. The reason(s) for the discontinuation of service.4. The date on or after which your service will bediscontinued.5. If discontinuance is for nonpayment, you maycontact us concerning a Settlement Agreement.6. A statement that you may contact us aboutdiscontinuance of your service by calling our toll-freetelephone number. You may call us and ask questionsconcerning the shut-off notice, enter into a SettlementAgreement, pay the bill or make a complaint.7. The charge for reconnecting service.When will I receive a shut-off notice?If your bill is unpaid as of 5 p.m. on the due date, we’llsend you a shut-off notice. This notice is either mailed orhand-delivered. If the shut-off notice is hand-delivered,you’ll have ninety-six (96) hours from the date of deliveryto pay your past-due bill before the gas is turned off. If theshut-off notice is mailed, you’ll have ten (10) days from themailing date to pay your bill before the gas is turned off.A second shut-off notice will be mailed or hand-delivered,or we will make at least two attempts to contact you bytelephone within this ten-day (10) period to ensure youhave received notification twenty-four (24) hours prior todiscontinuance of service.After sending a shut-off notice, whenwill you actually turn off the gas?We will shut off gas service on the date indicated in theshut-off notice or within eleven (11) business days thereafterbetween the hours of 8 a.m. and 4 p.m. We will not shut offgas on a day when we do not have personnel available toreconnect your service or on the day before such a date. Wealso won’t shut off the gas to residential customers on a daywhen the National Weather Service local forecast between6 a.m. and 9 a.m. predicts a minimum temperature ofthirty-two (32) degrees Fahrenheit or lower for the followingtwenty-four (24) hours.Are there special situations that woulddelay my gas from being turned off?Yes, there are four (4) situations that delay a shut-off noticeif the gas bill remains unpaid. They are1. a payment plan or Settlement Agreement,2. a certified medical emergency,3. special plans for the elderly or handicapped, and4. multi-dwelling accounts.9

What are “multi-dwelling accounts”?When a landlord doesn’t pay the gas bill, we will notify thetenants after we send the landlord a shut-off notice. We willwait ten (10) days from the date the tenants are notifiedbefore we shut off the gas at that location. When possible,we will offer each tenant the opportunity to apply for servicein his or her own name. If this isn’t practical or if the tenantdeclines to apply for such service, we will turn off the gas.Despite the shut-off notice, gas service won’t be discontinuedif the customer pays the delinquent amount. This appliesonly if the reason for the discontinuation of service was1. failure to pay a delinquent account,2. failure to pay an installment under a SettlementAgreement, or3. failure to post a deposit.Will Atmos Energy reconnect my serviceafter it’s been discontinued?Once the reason for the discontinuance has been resolved,we’ll be happy to reconnect service to you upon paymentof the reconnect charge. We’ll schedule the reconnectionfor a time during our normal business hours unless thediscontinuance was our fault. In that case, we’ll reconnectservice as soon as possible. If the reason for the discontinuancewas unlawful or fraudulent use of our service, we will requirea reasonable payment of estimated service rendered beforewe reconnect.What is a “certified medical emergency”?We won’t turn off your gas for a time not in excess of twentyone(21) days if you give us a letter from a doctor statingthat shutting off the gas would aggravate an existing medicalemergency of the customer, a member our your family orother permanent resident of the premises where service isrendered. The letter should identify the individual, indicatethe medical emergency, specify the likely effects on the healthof the individual from discontinuing gas service and thetime during which shutting off the gas would endanger theindividual.What does “registered elderly” or“disabled customer“ mean?A registered elderly or disabled customer means a customer’shousehold in which at least one (1) member of the householdhas filed with the utility a form, approved by the utility,showing that he or she10

1. is sixty-five (65) years old or older; or2. is disabled to the extent that he or she has filed with theutility a medical form submitted by a medicalphysician attesting that the customer’s householdmust have natural gas service provided in the home tomaintain life or health; or3. has a formal award letter issued from the federalgovernment for disability benefits.In order to retain your status as a registered elderly ordisabled customer, you must renew your registration withus annually. You should do this by October 1st of each yearfollowing your initial registration.Are there special provisions for elderlyor disabled customers?We have a special procedure for a registered elderly ordisabled customer who files with us a form approved bythe Missouri PSC attesting to the fact that he or she meetscertain qualifications. If the customer qualifies for thisprovision, that person is eligible for the following specialnotices. From November 1 through March 31:1. When the first shut-off notice is mailed, our localoffice will attempt to contact you by telephone at leasttwo (2) times.2. When the first and second shut-off notices are mailedto you, the person or agency listed on your account asthird-party notification will also receive the shut-offnotices.3. Prior to discontinuance of service, personal contactwill be made at your premises with you or a memberof your family over fifteen (15) years of age.What customer protection plans areavailable during cold weather?We can provide added protection for our residentialcustomers between November 1 and March 31 if you areunable to pay your account in full. You should contact usby calling our toll-free number 1-888-286-6700, and we canprovide you the following payment agreements:1. A twelve-month (12) Budget Billing plan thatincludes all pre-existing past-due bills, current bill andan estimation of the future bills; or, if you are unableto pay the Budget Bill amount,2. A payment agreement that includes all pre-existingpast-due bills to be paid in monthly installments overa reasonable period of time in excess of twelve (12)months; or3. A payment agreement that includes the currentbill and all pre-existing past-due bills to be paid inmonthly installments over a period of less than twelve(12) months.11

Atmos Energy will continue to provide service if1. you contact us and state your inability to pay your billin full; and2. you make an initial payment and enter into a paymentagreement that complies with the rules. A pledge of anamount equal to any payment required by your paymentagreement by the agency that administers LIHEAPwill be considered your initial payment; and3. you comply with our request (if we ask) for informationregarding your monthly or annual income; and4. there is no other lawful reason for discontinuance ofyour gas service.Do you offer aspecial paymentplan that can helpme budget my gasexpenses?Yes, we do. Our BudgetBilling plan allows you topay a more uniform amounteach month throughout theyear. You pay approximately the same amount for gas serviceeach month. This allows you to maintain control over yourbudget and to avoid paying large winter gas bills. Simply calltoll-free number 1-888-286-6700 to sign up.What’s a “Reconnect Charge”?If you terminate your natural gas service and then ask torestart service again at the same location within twelve (12)months, you must pay a reconnect charge. The reconnectcharge is calculated by multiplying the customer charge bythe months your service has been disconnected. Aside fromthe other charges outlined in this pamphlet, if your serviceis discontinued for nonpayment, you will pay a reconnectcharge approved by the Missouri PSC.How do I stop my gas service?Just call us. We ask that you give us at least two (2) days’ noticebefore you want your gas turned off. Until you give us thatnotice, you’re responsible for gas service costs to your location.What is the Office of the Public Counsel?The Office of the Public Counsel is a separate state agencythat represents residential customers on all the issues broughtbefore the Missouri PSC. The Office of the Public Counsel’stelephone number and address are:12

573-751-4857Office of the Public CounselP.O. Box 7800Truman State Office BuildingJefferson City, MO65102-7800What happens if someone steals gas fromthe gas company?In addition to legal remedies available to us, we will requirea reasonable payment for estimated service in additionto any damage that might be done to our equipment.The amount of the payment required will be based onthe average consumption during the period before youengaged in the unlawful or fraudulent use of our gasservice or on the consumption of another typical customerwith a similar consumption pattern. In addition, we willrequire a deposit equal to two (2) times the maximumconsumption.Is there an appeal process to the MissouriPublic Service Commission?You should contact the Office of the Public Counsel.Consumer’s gas piping and equipmentPursuant to U.S. Department of Transportation Regulation 49CFR 192.16As your natural gas supplier, Atmos Energy is required toprovide the following information:Property owners are responsible for the maintenanceand inspection of their gas piping and the gas utilizationequipment. Plumbing and heating contractors will providethese inspection services at a charge to the customer.Material Safety Data SheetA Material Safety Data Sheet is available to provide moreinformation on the physical properties and safe consumptionand use of natural gas. This information is available uponrequest from Atmos Energy.13

If you smell gasWe add a rotten egg odor to natural gas for your safety. If yousmell this odor or think you may have a gas leak, call us 24hours a day, 7 days a week at our toll-free emergency number1-866-322-8667.Call 811 before you digBefore digging, drilling or excavating,call 811 toll-free to have buried naturalgas, electrical, telephone, cable andother utility lines located and markedat no charge.14

Customer Service1-888-286-6700Emergency Service1-866-322-8667atmosenergy.com© 2008 Atmos Energy Corporation. All rights reserved.