20718 Danville-Amity Road, Mount Vernon, Ohio 43050
Office: 740-392-2941, Toll-Free 877-392-2941,
24-Hour Emergency Phone 740-485-1586
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CUSTOMER RIGHTS & RESPONSIBILITIES


Ohio Cumberland Gas Company (Ohio Cumberland) is a natural gas company dedicated to serve our customers as we would want to be served. This letter outlines some of your rights and responsibilities as our customer.

Your rights:
1. Initial billing inquiries should be made to our office at 20718 Danville-Amity Road, Mount Vernon, Ohio, telephone 1-740-392-2941 or toll free at 1-877-392-2941, during regular office hours, Monday through Friday, 8:00 a.m. to 4:30 p.m., except holidays.

If your complaint is not resolved after contacting Ohio Cumberland, or for general utility information, residential and business customers may contact the Public Utilities Commission of Ohio (PUCO) for assistance at 180 E. Broad Street, Columbus, OH 43215 or 1-800-686-7826 (toll free) from 8:00 a.m. to 5:00 p.m. weekdays, or at http://www.puco.ohio.gov. Hearing or speech impaired customers may contact the PUCO via 7-1-1 (Ohio relay service).

The Ohio Consumers’ Counsel (OCC) represents residential utility customers in matters before the PUCO. The OCC can be contacted at 1-877-742-5622 (toll free) from 8:00 a.m. to 5:00 p.m., weekdays, or visit http://www.pickocc.org.

This information is also displayed on the billing card each month.

2. Customers should contact the office of Ohio Cumberland in regard to:
a. installation of service, disconnection and reconnection of service, transfer of service and methods of establishing creditworthiness;
b. payment of bills, usage history, deferred payment plans and low-income assistance;
c meter testing;
d. calling the Ohio Utilities Protection Service at 1-800-362-2764 to have your gas line marked, or call our office for more information; and
e. all other service line questions.
Our personnel are available to assist you.

3. Ohio Cumberland personnel will display company identification and state the reason for the service call when asked. When necessary, an appointment for service will be scheduled; otherwise, if personnel are on your property, they are working with meter readings and maintenance of our pipelines.

4. Ohio Cumberland will provide you with rate information upon request. Our rates are governed by the PUCO and we will provide you with past and present gas rates. Rates are also available on our website.

5. Customers may review the Minimum Gas Service Standards on the PUCO website or obtain a copy from the PUCO upon request.

6. Ohio Cumberland will obtain actual readings of its customer meters at least once every twelve (12) months. Ohio Cumberland has installed Electronic Reading Technology (ERT) devices on most of our residential and small commercial meters. The type of ERT that we are using is considered an “Actual Reading” by the PUCO.

Your responsibility:
1. It is the customer's responsibility to make application for gas service upon taking possession of the property (either when property is purchased or from the landlord). In the event of violation of this provision, in addition to other rights of Ohio Cumberland, such person shall be liable for all gas consumed in the premises from the date such person occupied the premises. Any successor in interest to a customer, including without limitation, heirs, executors, administrators, assignees, trustees, guardians, and receivers, shall be deemed to be a person who must make application for service, provided that successors in interest whose rights arise from death or incompetence of the customer shall have thirty (30) days in which to make application.

2. It is your responsibility to see that Ohio Cumberland has current information to contact you in case of repairs where we need to shut off gas service temporarily or emergency repairs when our line is damaged. We want to notify you when these situations occur. If your service is shut off, regardless of the reason, we are required to test your house lines for leaks; therefore, we need access to your home before we can reconnect the service.

3. The customer is responsible for maintaining all gas piping that extends beyond the gas meter to the appliances in the customer's home or business. If buried piping is not maintained, it may be subject to the potential hazards of corrosion and leakage. Buried gas piping should be periodically inspected for leaks, periodically inspected for corrosion if the piping is metallic, and repaired if unsafe conditions are discovered.

4. If an unsafe condition is found, the gas piping will need to be promptly repaired. When digging near buried gas piping, the piping should be located in advance, and the excavation done by hand.

5. The customer, after proper repairs, shall notify Ohio Cumberland when the service is to be reconnected. In no case shall the customer, the customer's agent, or customer's employee turn on the gas at the meter. Gas shall be turned on, and lines tested, by Ohio Cumberland field personnel only.

6. The customer must provide access to the natural gas meter for monthly reading and to the service line for inspection and repairs as needed. Ohio Cumberland will notify customer if there is an issue with access to the service line or meter.

7. If you suspect there is a problem with your meter or index reading, you should notify Ohio Cumberland immediately so we can inspect, repair or replace the meter. Ohio Cumberland can bill for estimated usage when a meter is not reading or not reading accurately, is damaged, or is tampered with.

The relationship we share can only grow stronger when we work together. Our office and field personnel are here to serve you. They serve you best when there is a mutual respect and cooperation.



 

Copyright (c) 2009 - 2011. Ohio Cumberland Gas Company. All Rights Reserved.