PHILADELPHIA GAS WORKS

PHILADELPHIA
GAS WORKS
Your complete guide to customer
programs, payment options, energy
conservation and safe, reliable
natural gas service.
PHILADELPHIA GAS WORKS
Corporate Headquarters
800 W. Montgomery Ave.
Philadelphia, PA 19122
www.pgworks.com
ABOUT US
WELCOME
TABLE OF CONTENTS
For more than 175 years, Philadelphia
Gas Works (PGW) has been serving the
residents and businesses of Philadelphia.
Whether you’re a new customer or have
been enjoying natural gas from PGW for
many years, we’re proud to provide you with
safe, reliable service.
2
LOCATIONS
5
CONTACT US
7
PAYMENT
10
GRANTS
12
WAYS TO SAVE
13 ADDITIONAL ASSISTANCE
15
CONSERVATION
16
SAFETY FIRST
17
WHY NATURAL GAS?
21
FREQUENTLY USED
As natural gas grows in importance for
America, PGW is working hard to offer
energy solutions and programs that are
right for our community. At the same
time, we continue to support assistance
programs and payment options, and provide
conservation programs and tips that are so
important to Philadelphia.
We at PGW hope this brochure acts as a
tool for our customers. Use it to learn about
or take a fresh look at available programs
and opportunities that help households
and businesses.
NUMBERS
Founded in 1836, Philadelphia Gas
Works (PGW) is owned by the City of
Philadelphia and is the largest municipally
owned gas utility in the country. It manages
a distribution system of approximately
6,000 miles of gas mains and service
pipes supplying approximately 500,000
customers. PGW’s operations are managed
by a non-profit corporation, the Philadelphia
Facilities Management Corporation (PFMC).
More information about the company is
available at www.pgworks.com.
1.
LOCATIONS
CUSTOMER SERVICE CENTERS
Visit a nearby Customer Service Center to:
»» Pay a bill;
»» Apply for gas service;
»» Apply for LIHEAP and Crisis grants;
»» Enroll in special programs and budget plans;
FRANKFORD
4410 Frankford Ave.
Days open: T,Th,F
9 a.m. – 5 p.m.
»» Schedule a service visit;
»» Transfer gas service; or
»» Receive additional assistance.
GERMANTOWN
212 West Chelten Ave.
Days open: T,W,F
9 a.m. – 5 p.m.
NORTH PHILADELPHIA
1337 West Erie Ave.
Days open: M,W,Th
9 a.m. – 5 p.m.
WEST PHILADELPHIA
5230 Chestnut St.
Days open: M,T,W,F
9 a.m. – 5 p.m.
2.
CENTER CITY
1137 Chestnut St.
Days open: M,T,Th,F
9 a.m. – 5 p.m.
SOUTH PHILADELPHIA
1601 South Broad St.
Days open: M,W,Th
9 a.m. – 5 p.m.
3.
CONTACT US
EMERGENCY HOTLINE: (215) 235-1212
If you smell gas or have an unsafe condition,
call immediately, at any time.
CUSTOMER SERVICE
Monday - Friday, 8 a.m. to 5 p.m.
If you call regarding your bill, please have
your account number ready.
(215) 235-1000Billing, Special Programs &
General Information
(215) 235-2050Appliance Service &
Gas Turn-on
(215) 235-2244Request a Meter Reading
(215) 235-1777 Payment Assistance:
Unable to pay your bill on time? Call us.
(215) 684-6535Claims
(215) 236-4646Hearing Impaired Line (TTY)
(215) 235-2175Informacíon y Servício
en Español
OTHER IMPORTANT NUMBERS
(215) 684-6383 Report the theft of gas
24-hours-a-day, 7-days-a-week. Your call is
confidential. Gas theft endangers others.
8-1-1 Call Before You Dig. Contact the
24-hour PA one-call system.
5.
PAYMENT
PGW PAYMENT OPTIONS
Of PGW’s more than 500,000 customers, no two
are the same. That’s why we offer multiple payment
options, including online, in person, by mail or over
the phone.
PAY ONLINE
Now, you can make a payment from anywhere, at
any time, online. Go to www.pgworks.com and
register through My Account. Once registered, we’ll
send you an email with a link to view your bill and
make a payment with your checking or savings
account, or a credit or debit card.
My Account users can also choose AutoPay, so
payments are automatically deducted from your
checking or savings account on their due date.
Not a My Account user? One time online payments
can be made for yourself or someone else.*
Visit www.pgworks.com.
PAY BY MAIL
A check or money order can be mailed to:
Philadelphia Gas Works
P.O. Box 11700
Newark, NJ 07101-4700
Be sure to include your account number on
the check.
PAY BY PHONE
Call (215) 235-1000 to pay by phone. Payments can
be made using a credit card or check.*
PAY IN PERSON
Visit one of our six convenient Customer Service
Centers (see page 2) to pay in person.
*A $2.95 third-party payment processing fee may
apply.
7.
PAYMENT
PAYMENT
PAYMENT
PAY AT AN ALTERNATIVE PAYMENT CENTER
Below are alternative payment centers where your
PGW bills can be paid. PGW advises customers to
call the centers listed below before visiting.
»» MoneyGram (formerly Travelers Express)
»» IPP of America
»» Americash
»» CheckFree
PAYMENT ASSISTANCE
PGW is here to help our customers make and better
manage monthly payments. Some of the programs
we established to help do that include:
»» Payment Arrangement – A repayment program
designed for qualifying customers who have fallen
behind on monthly gas bills. Call (215) 235-1777,
we can help.
To apply for CRP:
»» Bring proof of gross household income for
the last 30 days and social security cards for
each household member to your nearest PGW
Customer Service Center (see page 2); or
»» Download and print an application (English or
Spanish) from www.pgworks.com/crp and
submit the application, copies of social security
cards and proof of monthly household income to:
Philadelphia Gas Works
P.O. Box 3529
Philadelphia, PA 19122-0529.
To remain a CRP customer:
»» Make payments on time;
»» Apply and assign Low Income Home Energy
Assistance Program grants to PGW;
»» Budget Billing – A budget plan to help residential
customers in good standing better manage their
gas bills. Total gas usage for a 12-month period is
estimated and then divided into 12 even monthly
payments. This makes budgeting for heating
costs easier and more predictable.
»» Re-apply each year or when household income or
size changes;
»» Customer Responsibility Program (CRP) –
Designed to help low-income customers better
afford their PGW bills and keep gas service on.
Based on household size and gross household
income, eligible residential customers receive a
consistent, discounted bill each month. »
Added incentive: If applicable, PGW will forgive 1/36 of
a CRP customer’s pre-program arrears each month for
every bill paid on time and in full.
8.
»» Allow the installation of an Automatic Meter
Reading device at your property; and
»» Accept free conservation services, if offered.
Call (215) 235-1777, click www.pgworks.com, or
visit us in person for more information on payment
assistance.
9.
GRANTS
GRANTS
In addition to assistance programs offered by PGW,
customers can apply for federally and privately
funded grants to help pay natural gas bills.
LOW INCOME HOME ENERGY ASSISTANCE
PROGRAM (LIHEAP)
A federal grant program that helps low-income
families pay their heating bills and restore service.
Assistance amounts:
»» Are based on household size and income;
»» Are available to renters and homeowners; and
»» Do not have to be repaid.
To qualify, customers must:
»» Meet current federal income-level guidelines;
»» Provide the name and social security numbers of
all household residents; and
»» Supply proof of household income.
Call (215) 787-HEAT (4328), click
www.pgworks.com/LIHEAP or visit one of
PGW’s Customer Service Centers (see page 2)
for more information.
GRANTS
CRISIS GRANT
A federal grant reserved to help low-income
customers restore gas service or avoid a
shutoff. Customers can receive both LIHEAP
and Crisis grants.
To qualify, customers must:
»» Meet current federal income-level guidelines;
»» Have a 10-day shut-off notice or be without
utility service.
Applications must be submitted at a Crisis Intake
Site. Call (215) 560-1583 to find the nearest
Intake Site or get more information on the grant.
UTILITY EMERGENCY SERVICES FUND
(UESF)
A grant designed to help pay off the balance of
low-income customers’ utility bills. The privately
funded grant is:
»» Given when no other federal aid is available.
»» Matched by PGW.
»» Meant to bring the balance of a customer’s bill
to zero. If the grant plus PGW’s match do not
result in a zero balance, the difference is paid
by the customer.
»» Available to a customer once in a two-year
timeframe.
Visit www.uesfacts.org for an application or call
(215) 972-5170 with additional questions.
10.
11.
WAYS TO SAVE
ASSISTANCE PROGRAMS
ADDITIONAL ASSISTANCE
ADDITIONAL PROGRAMS AND
SERVICES OFFERED BY PGW
Everyone could use an extra hand from time to
time. Here are additional programs that give our
customers an extra layer of service and support.
LANDLORD COOPERATION PROGRAM (LCP)
PGW’s LCP program was created in 2006 with input
from landlords, realtors and landlord associations.
LCP helps to protect licensed residential landlords
against property liens. Enrolled landlords who
respond to PGW notifications and provide us with
access to meters upon request are not issued
property liens for tenant gas debt.
PGW PARTS & LABOR PLAN
Appliance breakdowns are inconvenient, costly
and hard to predict. Our Parts & Labor Plan covers
the cost of parts and labor for your natural gas
appliances, eliminating the stress and expense
of equipment breakdowns. Plans are available
for residential customers and offer peace of mind
knowing major gas appliances are covered by local
expertise.
Appliances covered include natural gas home
heaters, water heaters, gas dryers and/or split
system electric central air conditioners that are
connected to a gas heating system. Learn more
about Parts & Labor or enroll in a plan at
www.pgworks.com/plp
For more on our award-winning program, visit
www.pgworks.com/cooperate or email
lcp@pgworks.com
CUSTOMER ASSISTANCE REFERRAL AND
EVALUATION PROGRAM (CARES)
PGW’s CARES program helps customers with
special circumstances (i.e. medical emergencies,
unemployment, temporary hardships) find assistance
and ways to pay their gas bills. For more information,
reach us at (215) 235-1000.
REBATES
PGW customers may qualify for energy rebates.
To learn more about conservation and rebates:
»» Flip to page 15 of this brochure; or
»» Visit www.PGWEnergySense.com
12.
13.
CONSERVATION
PGW’s conservation program is all about saving
money for our residential and commercial customers.
Whether we’re providing equipment rebates,
performing energy audits or offering whole-building
retrofits and incentives for new construction projects,
our goal is putting money back in your wallet.
PGW’s conservation program offers a world of
options. Call (215) 684-6000 or visit
www.PGWEnergySense.com to find the rebate
or incentive that’s right for you.
ENERGY SAVING TIPS:
»» Install a programmable thermostat and set it
between 65 and 70 degrees when you are at
home. Warmer temperatures are recommended
for homes with ill or elderly persons and infants.
»» Turn your water heater temperature to “warm”
or “low.”
»» Open drapes and shades on winter days to allow
sun light to help heat your home. Close shades
each evening.
»» Use ceiling fans to recirculate warm air.
Check your owner’s manual for the correct
directional setting.
»» Eliminate drafts with tube or rope caulk.
»» Install storm windows.
»» Clean or replace your furnace filter each month.
»» Insulate your gas water heater.
»» Close your fireplace damper when not in use.
Flexible low-interest loans are available to eligible
borrowers for energy-related improvements through
the Keystone Home Energy Loan Program (Keystone
HELP) and the Philadelphia Home Improvement Loan
(PHIL). Contact these programs for more information.
Keystone HELP: (888) AFC-FIRST /
www.keystonehelp.com or
PHIL: (215) 851-1854 / www.ForMyPhillyHome.org
15.
SAFETY FIRST
WHY NATURAL GAS?
SAFETY FIRST
As more people call Philadelphia home, and
businesses set up shop around town, PGW is here
to ensure everyone continues to enjoy the benefits
of safe, reliable natural gas. To keep service safe,
we continuously upgrade our distribution system and
remind customers about safety practices.
PIPELINE IMPROVEMENT
PGW delivers close to 78 billion cubic feet of natural
gas each year. This service is thanks in large part to
our continuous system improvements and upgrades.
We’re working today for a better tomorrow. Now,
you can visit www.pgworks.com/worksites to see
where we are today and where we’ll be next.
NATURAL GAS SMELLS BAD ON PURPOSE
Natural gas has an unpleasant, rotten egg-like odor.
If you smell natural gas, or have an unsafe condition,
leave the area immediately then call PGW at
(215) 235-1212, 24-hours-a-day, 7-days-a-week.
If you smell natural gas, do not:
»» Use electrical devices.
»» Use an open flame, matches or lighters.
»» Try to locate the source of the leak.
»» Shut off natural gas valves or appliances.
»» Put out the flame if natural gas ignites.
»» Re-enter the building or return to the area until a
qualified utility representative says it is safe to
do so.
16.
PROTECT YOURSELF AGAINST
CARBON MONOXIDE
Carbon Monoxide (CO) is an odorless, poisonous
gas that can cause illness or death. Protect yourself
and loved ones from CO poisoning by:
»» Having your appliances and chimney or flue
serviced regularly by a qualified technician;
»» Installing a battery-operated CO detector in
your household;
»» Replacing batteries in your CO detector twice
a year;
»» Never using an oven to heat your home; and
»» Not burning charcoal in enclosed spaces.
WHY CHOOSE NATURAL GAS?
Natural gas is
»» Safe;
»» Reliable;
»» Clean; and
»» Green!
There’s more …
»» Leave the hassle of orders and deliveries behind;
natural gas is piped directly to your home.
»» Think of what you can do with the money you
save; natural gas rates are cheaper than oil.
»» Feel good knowing you’re using a domestic
product; nearly all of the natural gas we use in the
United States comes from North America.
Ready to convert? Learn how by visiting
www.PGWEnergySense.com or calling
(215) 684-6700.
17.
NOTES
18.
NOTES
19.
NOTES
FREQUENTLY USED NUMBERS (215) 235-1212 If You Smell Gas or Have an Emergency
(215) 235-1000 Customer Service
(215) 235-1777 Payment Assistance
(215) 787-HEAT (4328) LIHEAP & Crisis Grants
(215) 972-5170 UESF Grants
(215) 235-2050 PGW Parts & Labor Plan
(215) 684-6000 EnergySense
(215) 684-6700 Convert to Natural Gas
IN THE COMMUNITY
If you would like PGW to attend your next
community event to speak or provide information
on energy efficiency, grant programs and/
or customer assistance programs, contact
our Community Hotline at (215) 684-6901 or
community@pgworks.com.
www.pgworks.com
20.
21.