| 1. What is the Field Visit Charge? |
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| This charge covers a portion of the cost associated with sending an employee out to read the meter and issue a closing bill when service is disconnected. |
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| 2. When is my meter read? |
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| Cascade Natural Gas goal is to read meters as close to every 30 days as possible. Weekends and holidays may add a day or two to the read dates. Occasionally, it may be necessary to estimate your meter reading due to weather, access, or other reasons. If your meter reading is estimated, the reason will be stated on your bill. All estimates are based on the average monthly consumption for a three-year period if available.
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| 3. What is a Reconnection Fee? |
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| This is the cost associated with the transfer establishment of service to a location where gas service is provided, or to restore service at the same location after disconnection. |
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| 4. What is the mailing address for regular gas payments? |
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Cascade Natural Gas
PO Box 990065
Boise, ID 83799
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| 5. What is the address for sending in a deposit? |
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Cascade Natural Gas
PO Box 990065
Boise, ID 83799 |
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| 6. What is a “delivery charge?” |
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| This is what it cost Cascade Natural Gas to bring the natural gas to its customers. This charge is then passed on to our customers. |
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| 7. What is a Basic Customer Charge? |
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| This charge covers a portion of the costs associated with meter reading and billing, return on investment, property taxes and depreciation for meters, regulators and service lines. These fixed costs do not vary with the amount of natural gas used. |
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| 8. What is the Budget Payment Plan (BPP) and how do I enroll? |
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| The Budget Payment Plan (BPP) averages the annual usage for a service address and allows the customer to pay one set amount each month. Our plan is reviewed quarterly and if the usage is higher or lower by 20%, the monthly amount is adjusted accordingly. To participate in the plan the account must be paid in full and exceptions will be made on a case-by-case basis. Please email us at service@cngc.com to enroll. |
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| 9. What is the Automatic Payment Plan (APP) |
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| APP is Cascade Natural Gas’ plan that allows you to pay your bill automatically each month by deducting your monthly bill from a pre-authorized bank account. Complete the registration form that is available here, or email us at service@cngc.com and we will mail you the form. Return the completed form to Cascade at PO Box 7608, Boise, ID 83707 with a voided check to initiate and authorize the monthly deduction of your gas bill from your bank account. |
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| 10. Do you need to get in to my yard to read my meter? |
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| Generally when we are reading a meter for billing purposes, we do not require access in order to read the meter. If we are setting up service or canceling service we will require access to the meter for a final billing read.
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| 11.
Can I pay my bill online? |
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| Cascade Natural Gas offers this service through a 3rd party. There is a charge of $3.50 for this service that is charged by Bill Matrix. To pay your Cascade bill online, click here.
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12. Can I pay my bill over the phone? |
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| You may pay your Cascade bill over the phone with Bill Matrix; there will be a charge of $3.50 for this service (charged by Bill Matrix). To pay your Cascade bill over the phone, call 1-877-898-9253.
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13. Can I change the due date of my bill? |
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| A customer-billing period revolves around the dates Cascade reads a customers meter. The billing cycles are set sequentially throughout the Cascade service area. We are unable to change these dates at this time, but if the bill is paid around the same time every month, we will arrange not to send you past due notices. Please email us at service@cngc.com to make arrangements.
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14. Are there fees for BPP/ APP? |
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| There are no additional fees involved in the participation of these 2 programs.
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15. What is the Locate/ Call Before You Dig telephone number? |
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| In Washington and Oregon, simply dial 811.
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16. Can I send e-mail questions or contact information through the Cascade web site? |
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| Yes. Customers can access our web site 24 hours a day at www.cngc.com. They can also access Cascade through e-mail at service@cngc.com.
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17. Why did the bill format change? |
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| Cascade felt it would better serve the customer by showing them the components that make up their bill.
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18. Will I have to pay a deposit to have my service turned on? |
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| Both residential and business customers will be required to establish credit at the time of application. You will be required to pay a security deposit equal to two-twelfths of your estimated annual usage if you cannot demonstrate satisfactory credit history. Security deposits will be refunded after 12 months of satisfactory payment, with interest.
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19. Can I make payment arrangements on my bill? |
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| Yes, in most cases we can make arrangements for you to make extended payments on your bill. Please email us at service@cngc.com to make payment arrangements on your bill.
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20. What are your hours? |
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| You may contact us Monday through Friday, 8 a.m. to 5 p.m. at 1-888-522-1130. We are available at the same number 24 hours for emergencies.
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21. If I turn my service off for the summer, will I have to pay to have it reconnected in the fall? |
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That depends on the state you live in. However, even though you will be charged a minimum monthly fee, we recommend that service be left on for the summer months to avoid the need for a service call in the fall to reconnect your service.
In Oregon: You will not be charged to reconnect service if you properly request us to disconnect your service. However, you will be charged $32 to reconnect service if your account was turned off for non-payment of amounts owing or fraudulent use of service.
In Washington: You will be charged $24 to reconnect service if you disconnect service for the summer months. You will also be charged a fee to reconnect service if your account was turned off for non-payment of amounts owing or fraudulent use of service.
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22. What can I do to reduce my bill? |
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| You can observe these energy conservation tips:
- Seal leaks around doors, windows, and other openings.
- Set the thermostat at 65 and at least 5 degrees lower when sleeping.
- Close drapes, blinds, or shutters at night to keep the warm air in and cold out.
- Lower your water heater temperature setting to 120 degrees.
- Install low-flow restrictors in showerheads and faucets.
Click here to view Practical Energy Tips (330k pdf)
(Download Adobe Acrobat Reader)
To help you manage your energy budget, you can also take advantage of our Budget Payment Plan, which allows you to pay the same amount each month.
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23. How do I terminate service? |
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| If you are moving, please notify us at least three days prior to the date you move (WA) and five days (OR) and we will schedule a meter reading, turn off your service and send you a closing bill.
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24. Will I have to fill out an application for service? |
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| If you are applying for residential service, you will not need to complete an application. This process can be completed over the phone and you will be asked to provide some information to our Customer Service Representative. However, if you are applying for a business account you will be asked to complete a credit application, which will assist us in establishing a successful business relationship.
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25. What if I have a natural gas emergency? |
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| You can report a gas leak, carbon monoxide alarm, a line break, or any other gas service emergency, by contacting us at 888-522-1130, 24 hours/day. Please do not make emergency requests via email or the Internet.
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26. Can I get assistance paying my bill? |
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| You may be eligible for Federal Funds (LIHEAP) and Cascade Natural Gas has established a "Winter Help" program in each of our service territories that is administered by a local community action agency. These agencies distribute federal funds as well. For more information about getting assistance with your bill and who to contact in your area, click here.
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27. What if I am sick and can't pay my bill? |
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| You are still required to make payment on your account. However, if you are experiencing a medical emergency you will need to ask your doctor to complete a form certifying your medical condition and some help may be available.
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28. Does Cascade Natural Gas have any rebate programs? |
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Cascade's Conservation Incentive Programs offer rebates for qualifying energy-efficient equipment and/or upgrades. For more information, click here.
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29. Can I have an Energy Audit performed on my house? |
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| For Oregon customers only - house must be at least 20 years old and the main source of heat must be natural gas.
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30. Can someone from Cascade Natural Gas take a look at my furnace to see if it's operating properly? |
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| We are currently offering a Natural Gas Appliance Inspection, where Cascade Natural Gas will complete a 12-point inspection on your furnace and water heater for $125. Scheduling times may vary by district. For more information, contact Cascade at 1-888-522-1130 during our normal business hours: Monday-Friday, 8am - 5pm. |
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Business Services
