Hawaii Gas Customer Information Guide

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HAWAIʻI GAS CUSTOMER INFORMATION GUIDE Important customer service and safety information. Oʻahu (808) 535-5933 Hawaiʻi Island (808) 935-0021 Maui County (808) 877-6557 Kauaʻi (808) 245-3301 You can also contact us via our website: hawaiigas.com

About Us

Founded in 1904, Hawai‘i Gas is the only gas utility operating in Hawai‘i. Today Hawai‘i Gas has more than 300 energy professionals ready to serve our customers. We provide gas service to approximately 70,000 residential and commercial customers on all six major Hawaiian Islands.

Since 1975, we have manufactured synthetic natural gas (SNG) from a refinery by-product called naphtha. The process also produces up to 15% hydrogen, which is the most hydrogen blended in any gas utility network in the United States. Hydrogen, given it has zero carbon emissions, is an increasingly important piece of the puzzle in the state’s 2045 net zero emissions goals. In 2018, we added renewable natural gas (RNG) to our fuel supply by capturing and processing biogas from the City & County of Honolulu’s Honouliuli Wastewater Treatment plant.

Welcome to Hawaiʻi Gas!

You’ve made an excellent choice selecting our gas products for the job at hand. Whether for cooking, water heating, clothes drying, outdoor heating and lighting or other commercial and industrial applications, gas is the most efficient and reliable way to deliver energy to your home or business.

Looking closer, you’ll see that we are more than just a business that delivers gas. As a local company, we have operations on every island and our local service representatives are able to install, distribute and maintain the flow of gas energy for customers statewide. Learn more about us at hawaiigas.com

The RNG that we produce at the Honouliuli Wastewater Treatment plant is considered carbon-negative and made locally in the state. This diverse blend of low-carbon to carbon-negative gases are safely distributed through approximately 1,100 miles of underground gas pipeline on Oʻahu.

Gas Efficiency Tips

• Reduce water temperature settings: The best setting for gas water heaters is around 115 to 120 degrees Fahrenheit. Be careful: you should maintain a safe water heater temperature and setting it too high may result in scalding water that could hurt your family and lead to higher energy costs. Reducing 10 degrees can save 3-5% of consumption and cost.

• Reduce shower time: Just reducing your shower by 2 minutes can save 5 gallons of hot water per person per day which equals 1,825 gallons per year of water and a savings of over 20% in costs per person.

• Consider using mother nature to dry clothes: if appropriate, practical, and allowable.

• Wash clothes in cold water: Unlike dishwashers, clothes washers don’t require a minimum temperature for optimum cleaning. Therefore, to reduce energy costs, you can use either cold or warm water for most laundry loads. Cold water is always sufficient for rinsing. Inefficient clothes washers can cost three times as much to operate than energy-efficient ones.

Safe and Reliable Energy

Hawaiʻi Gas is committed to safety. Our energy professionals are trained and highly qualified to ensure the safe manufacture, distribution and delivery of gas products to your home or business. When the lights go out the gas stays on, providing a reliable source of energy to cook, heat water, light outdoor areas and run backup generators.

Access to Property

Meter readers, service technicians and delivery personnel are just a few of the employees who regularly visit your neighborhood. Please help us keep everyone safe by adhering to these safety procedures:

• Note the date and time of your meter reading, scheduled gas delivery, or service appointment. Please be sure your dog is secured before our employees arrive at your property. We prefer that the dog be secured in a location where our employee is not working. If we deem the environment unsafe due to the presence of a dog, your service call or gas delivery may be rescheduled, or your meter reading may be estimated.

• If anything changes on your property that might cause a safety hazard to our employees, such as construction or acquiring a new animal, please contact us so that we can record it in our files

• If you are planning construction or renovation to your residence or business, please contact us in advance to make sure that your plans will not interfere with our ability to provide you with continuous and safe service.

Gas Usage Measured by a Meter

SNG or propane dispensed from a shared holder tank is measured monthly by a meter to determine gas consumption. We use two basic types of meters: Digital and Clock-style.

Digital meters indicate the amount of gas used. Each month your bill should reflect the difference between last month’s and the current month’s meter reading.

For example:

Current Reading: 00023

Last Reading: 00011

Amount of Gas Used: 12

Clock-style meters utilize multiple dials to measure gas usage. The dials are read by taking the number on the meter that the clock hand has just passed. When the clock hand is pointing between two numbers we always take the smaller number.

The number on the meter is then multiplied by a “Factor” (converts the measurement to therms). The “Factor” is shown on the bill. This will tell us how many therms you used during the billing period. This is then billed to you at the current rate.

Estimated Meter Readings

Sometimes a meter cannot be read due to a locked gate, no one being home, a watch dog, etc. In these cases, we estimate your gas consumption for that billing period. The estimate is based on an average calculated over the previous six-month billing period. If a subsequent adjustment is applied, it will be made on the following month’s bill. To minimize the number of estimated bills you receive, the following options are available:

• Provide us with a key so we can access your meter.

• Remove obstructions that may block our access, such as a security gate or watch dog.

• Ask us about installing an Encoding Receiver/ Transmitter (ERT) to read your meter remotely or other meter reading options.

Ensuring Access to Your Meters, Tanks and Cylinders

Company personnel are authorized access to gas facilities – meters, tanks, cylinders, and piping – for maintenance and routine operations (per Tariff and service agreement). If, for reasons outside of our control, the meter cannot be accessed or accurate gas usage data is not available, we will notify you and bill you based on an estimated consumption of gas during the affected billing period.

To take steps to correct:

1. We will send a letter requesting access.

2. After two subsequent failed attempts to read the meter, we will assess a $50 charge on your bill.

3. After two additional failed re-reads ($50 per attempt) we will send a letter upon which you will have 30 days to grant access to your gas service may automatically be terminated.

Tank Service and Refill

Your first bill will include the cost of the gallons of propane in the tank and any deliveries made during the billing period. Future bills will show gas deliveries and services requested and/or provided during the billing period.

Most propane tank customers are placed on an automatic refill delivery schedule based on the customer’s average monthly gas usage. Other tank customers are placed on a will call delivery schedule due to uncertain timing of their refill. Will call delivery customers should periodically check their tank gauge and contact us when the gauge reading is at 30-35% to ensure uninterrupted service. A refill will be scheduled within 10 working days. If an immediate refill is needed, a service charge will also be added to the billing period. Tank customers are charged for the gas initially in the tank. When gas service is discontinued, tank customers are credited for the value of gas left in the tank. Contact your local Hawai‘i Gas office before the intended end of service date to ensure a timely credit and account closure.

Cylinder Service and Refills

Cylinders are typically installed in pairs. When one cylinder is emptied take these steps to restore gas service:

• Close the valve on the top of the empty cylinder.

• Turn the manifold valve switch to the full cylinder.

• Slowly open the valve on the top of the full cylinder all the way.

• Call us to schedule replacement of the empty cylinder.

If gas service is discontinued, credit will be issued only for full unused cylinders. Cylinder refills are scheduled within 10 working days of receipt of a customer’s request. When our service personnel replace your empty cylinder, you will be given a dated receipt indicating the gallons of gas delivered and billed accordingly. If you request an immediate delivery, a service charge will also be added to the billing period.

Understanding Your Gas Bill

Hawai‘i Gas sends a bill each month to our customers for gas services provided in the previous month. SNG and utility propane consumption is measured in therms. Nonutility propane is measured in gallons. Your gas bill may vary month to month due to:

1. Changes in our cost to provide propane and SNG.

2. Number of days in the billing period.

3. Increased or decreased gas consumption due to weather or changes in occupancy (although it rarely occurs, a substantial increase in your bill may indicate a leak).

For more details about your gas bill, visit our website and click to the Understanding Your Gas Bill page.

Questions About Your Gas Bill

If you have questions or need help understanding your bill, please contact your local Hawai‘i Gas branch office before your payment due date. After contacting us, if you believe your bill is incorrect, you may request an explanation in writing. However, to maintain your gas service, you need to pay your bill in dispute by the billing due date. Payment of any disputed portion is due within 10 days of receipt of our written response. If you are using our automatic bill payment service, you can stop or reverse payment on the disputed portion of your bill by contacting us within 10 days after the billing date.

If after receipt of our written explanation you still believe your bill is in error, you should pay the disputed portion under protest by sending a separate letter with your name, account number, bill date, description of the error and an explanation of why you believe your bill contains an error. Do not write on the bill. Instead, if you have any documentation of why you believe the bill is incorrect, include it in your letter and remember to keep a copy for yourself. Send your payment under protest by mail to our Customer Care Department.

We must receive your payment under protest within 60 days after the billing date. If you are a utility customer and have paid your bill under protest, you may also mail a copy of your letter and supporting documentation for further investigation to: Hawaii Public Utilities Commission, 465 South King Street, Suite 103, Honolulu, HI 96813.

Stopping/Restarting Service

If you plan to move, please contact us at least two working days prior to the day you want your gas service discontinued. To restart an account that has been closed or terminated, you will need to provide valid proof of identity and meet our credit standards. A deposit may also be required.

Service Termination With Notice

Your gas service can be stopped five days after we issue you a written notice for the following reasons:

• Failing to make a timely deposit or to establish credit.

• Failing to pay a past due bill.

• Failing to allow us reasonable access to our company equipment.

• Noncompliance with our tariffs, rules or applicable contract.

• Failing to secure equipment, permits, permissions, certificates or rights-of-way. (Note: Under some conditions, Hawai‘i Gas may give special consideration to service terminations for the elderly or special needs customers.)

Service Termination Without Notice

Hawai‘i Gas can stop service without notice if we determine that:

• Your piping, appliance or apparatus is unsafe.

• Company-owned equipment has been tampered with.

• Your equipment is being used in a way that can harm or damage our facilities or interfere with service to other customers.

Fumigating Your Home

For your safety, gas services needs to be turned off before you tent/fumigate your home/building. Contact Hawai‘i Gas to schedule the dates to turn off and on the gas. Remember that only a trained Hawai‘i Gas service representative is authorized to turn on and off your gas. A fee will be charged to turn the gas back on after fumigation.

When using insecticide foggers in your home, always read and follow the label carefully. If you are unsure of what to do with the pilot light on your gas appliance, contact us before turning off the pilot.

Once you fully ventilate the area after fumigation and only if instructed by Hawai‘i Gas, follow the appliance manufacturer’s instructions to re-light your pilot. If you smell gas, do not re-light; call us immediately.

Natural Disaster Preparedness

In the event of a threatening natural disaster, it is important that you tune in to your local island Civil Defense for specific instructions on handling your gas. You may be instructed to evacuate and to shut off your gas tank, cylinder or meter. You should turn off your gas only if local emergency responders, Civil Defense or Hawai‘i Gas instruct you to do so or if you suspect your gas system (tank, cylinder, meter, gas piping or gas appliance) is damaged or leaking. If you smell gas or hear a blowing or hissing noise, open a window and get everyone out quickly. If you know how to, turn off the gas at the outside main valve, and call Hawai‘i Gas from a neighbor’s home.

It is important that you tune in to your local island Civil Defense for specific instructions on the handling of your gas in the threat of a natural disaster.

If you do not know how to shut off your main valve, contact us. Be sure to also share this information with your family or other members of the household or business. You should also keep any special tools needed near the gas shut off valves.

If you have turned off the gas for any reason, contact Hawai‘i Gas to turn it back on. NEVER turn the gas back on yourself.

WARNING GAS PIPELINE

Pipeline Safety

Hawai‘i Gas meets or exceeds all federal and state requirements for safe pipeline operations and maintenance, including ongoing technical training and testing of employees. We work to identify and resolve potential issues before a major problem occurs.

Whenever possible, Hawai‘i Gas buries our pipes with yellow warning tape. All underground pipeline facilities should be treated with caution. Never assume a pipe is abandoned.

At times polyethylene pipe is inserted into older steel pipe. Always make sure the area around your pipelines is clear of shrubs, trees, fences and other structures.

Caring for Pipelines on Your Premises

You own the gas pipelines that extend from the meter, tank or cylinder to the gas appliances/equipment on your property. This includes any portion of the line that is above or below ground. It is your responsibility to periodically inspect your pipelines for leaks and corrosion. Residential customers should have their piping checked once every five years and commercial customers should check their piping annually. Do not attempt to make any repairs by yourself. A licensed plumber can assist in locating, inspecting and repairing your buried pipelines. If you discover a problem with the pipeline extending from the street to the meter, please contact Hawai‘i Gas so we can take appropriate corrective action.

Call 811 Before You Dig!

Always make sure there are no gas pipelines underground where you plan to dig. Digging or running heavy equipment can damage gas lines. Even when performing minor excavations, such as installing a mailbox, sprinkler system, fence or hedge, you should check before digging. Contact the Hawai‘i One Call Center at 811 (toll free) at least five workdays before you dig. Be sure to give them your property Tax Map Key (TMK) address and the cross street(s) nearest where you plan to dig. Hawai‘i One Call Center will contact all local utilities to tone, mark or identify the location of underground utilities without charge. Mark the area where you plan to dig in WHITE. Hawai‘i Gas uses YELLOW markers to mark our pipelines. For general information on the location of Hawai‘i Gas transmission pipelines, visit the National Pipeline Mapping System’s website at www.npms.phmsa.dot. gov or for information on Hawai‘i Gas’ underground pipelines, contact the Hawai‘i Gas Maps and Records Department at Kamake‘e Street on O‘ahu at 808594-5575. When excavating in the vicinity of a buried pipeline, carefully hand dig until the gas line is exposed. Do not use power equipment. Use suitable, rock-free materials for backfill to avoid damage to the pipe or pipe coating.

Damage to a Pipeline

Under certain conditions gas is flammable and can potentially be explosive. Damage to gas pipeline facilities could cause serious injury or present a safety hazard.

If you suspect your gas system (tank, cylinder, meter, gas piping or gas appliance) in your home or building is damaged and you smell gas or hear it blowing or hissing, ventilate the area and get everyone out quickly.

If possible turn off the gas at the outside main valve and call 911 from a neighbor’s phone.

Even a slight gouge, scrape or minor dent, no matter how small, to a gas pipeline could eventually result in a rupture or leak. Damage to pipe coating could result in a corrosion leak. Damage to the locating wire used for polyethylene pipes will make it difficult to locate the pipes in the future.

If you believe you or your contractor has made contact with a gas line, don’t take a chance:

• Stop all work and check if there is a gas leak detected by smell, a hissing sound, bubbling, or any other signs of escaping gas.

• Move away from the area, keep others away and call 911.

• Do not attempt to repair of backfill a buried gas line until Hawaiʻi Gas has inspected it and repaired any damage.

Detecting Gas Leaks

If you suspect a gas leak inside your home or business and cannot shut off the gas, immediately evacuate the area and call 911 and Hawaiʻi Gas. Common signs of a gas leak include:

The smell of rotten eggs - the nose knows!

Unusual hissing or blowing noise.

Flames near exposed pipe or coming from the ground.

Constant and localized blowing of dirt, dust or debris.

Look for damaged connections to gas appliances.

Rapid bubbling at the surface of a puddle.

Unusually dry soil, brown or dying vegetation.

Sudden and unexplained increase in gas consumption on your bill.

Look for exposed pipeline after an earthquake, fire, flood or other disasters.

What To Do If You Detect a Gas Leak

• Immediately put out all smoking materials and other open flames.

• Turn off machinery and engines and do not use cell phones or electrical switches.

• Turn off the gas at the tank or appliance if it is accessible and safe to do so.

• Ventilate the area by opening windows if indoors.

• If the leak is outside and underground, do not fill the hole with water.

• If there is a gas fire, do not try to extinguish it unless you are able to shut off the source of the gas.

• Immediately leave the area and warn others to stay away.

• Call the Hawai‘i Gas office nearest you if there is no immediate danger or call 911.

• Do not attempt to turn the gas back on by yourself –contact the Hawaiʻi Gas office nearest you if there is no immediate danger or call 911.

Know How to Shut Off Your Gas

Know where the gas supply shut off valve to your tank, cylinder or meter is located. Below are examples:

Safe Use of Gas Appliances

Always follow the manufacturer’s instructions for installing, operating and caring for your appliances.

Because propane has higher energy content than SNG per cubic foot, check with us to assure the orifices for your appliances are sized properly. Additional tips:

• If your pilot light goes out, follow the manufacturer’s instructions and wait for any accumulated gas to disperse before re-lighting. If you are uncomfortable with re-lighting the pilot light to the manufacturer’s instructions, contact Hawaiʻi Gas immediately. However, we will charge you a service fee.

• If your appliance does not have an automatic ignition or you have lost electrical power requiring manual ignition, always light the match first and hold it at the point of lighting before turning on the gas.

• Keep combustibles (curtains, papers, fluids, etc.) away from open gas flames and keep burner surfaces clean.

• Gas line, appliance or equipment installation and repairs should be handled by trained professionals; you should not attempt to do repairs by yourself.

• If your gas water heater is installed in an enclosed location, be sure that it is properly vented.

Mahalo for choosing Hawaiʻi Gas

Bill Payment Options

By Mail

Hawaiʻi Gas, PO Box 29850, Honolulu, HI 96820-2250

Make checks payable to “Hawaiʻi Gas” and include your bill stub. For your convenience, please utilize the return envelope provided with your bill statement.

Automatic Bill Payment

Accepted through your checking or savings account. Call your local Hawaiʻi Gas office for an authorization form. It’s free and easy!

Pay Online

Visit hawaiigas.com/pay-bill to schedule payments quickly and easily. Transaction fees apply.

Pay by Phone

Call 844-637-1315 toll free to schedule payments through your telephone. Transaction fees apply.

Pay in Person

Pay at any Hawaiʻi Gas location below or Western Union convenience location. For a full listing of (WUS) locations in your area visit location.westernunion.com

Hawaiʻi Gas Office Locations:

Oʻahu 515 Kamakeʻe St. Honolulu, HI 96814 808-535-5933 Fax: 808-594-5522

Hawaiʻi Island 945 Kalanianaʻole St. Hilo, HI 96720 808-935-0021 Fax: 808-969-9134

Kauaʻi

3990 Rice St. Lihue, HI 96766 808-245-3301 Fax: 808-246-9581

Lānaʻi 703 Lānaʻi Ave. Lānaʻi City, HI 96762 808-877-6557

Fax: 808-877-0758

Maui 70 Hāna Hwy. Kahului, HI 96732 808-877-6557

Fax: 808-877-0758

Molokaʻi ʻUlili St. Molokaʻi Industrial Park Kaunakakai, HI 96748 808-877-6557 Fax: 808-877-0758

Mail All Other Correspondence and Inquiries to:

Hawaiʻi Gas, PO Box 3000, Honolulu, HI 96802-3000

Contact your local office to get assistance with the following Hawai‘i Gas services:

• Opening an account

• Closing an account

• Appliance Repair or conversion

• Excavation Permit Clearance and underground line locating

Call Before You Dig - 811

Know what’s below. Call before you dig.

For more energy-saving tips and to learn more about using gas around your home, visit hawaiigas.com

Having difficulty paying your bill?

Call your local Hawai‘i Gas Office for payment arrangements and options.

HAWAI‘I GAS 24-Hour Emergency Numbers To report gas leaks or fires call 911 or: Oʻahu ................................ (808) 526-0066 Hawaiʻi Island .................. (808) 935-0021 Maui County ................... (808) 877-6557 Kauaʻi ................................ (808) 245-3301
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