Question 1

Don’t I get my gas from Atlanta Gas Light?

Accepted Answer

No, True Natural Gas purchases the gas that you consume and makes sure that it is delivered to the Atlanta Gas Light (AGL) service territory. AGL maintains the local network of gas pipes to serve gas to your home or business, as well as the meters that measure your usage. AGL also maintains liquefied natural gas (LNG) facilities to use on the coldest days of the year.

Question 2

Where does my natural gas come from, and how does it get to my house?

Accepted Answer

Typically, natural gas comes from offshore wells in the Gulf of Mexico—primarily in Louisiana and Texas. The gas is “transported” through large-diameter pipelines to Georgia by federally regulated companies like Transco and Southern Natural. The gas is transferred into Atlanta Gas Light’s distribution pipeline system at what is known as a “city gate,” which, practically speaking, is a large meter that records the volume of gas. Once the gas enters AGL’s system, AGL distributes it to the end use customer.

Question 3

What is a therm?

Accepted Answer

A therm is a measure of energy equivalent to 100,000 BTUs. A BTU, or British Thermal Unit, is the quantity of heat required to raise the temperature of one pound of water by one degree Fahrenheit. To give you some idea of scale, the typical home will consume approximately 700 therms annually. Gas that you consume is recorded by the gas meter in terms of volume (cubic feet) instead of energy. On your bill, you will see a thermal factor (BTU factor) that indicates how much heat or “thermal content” per hundred cubic feet (CCF) is in the gas that you used. This factor is used to convert your usage to therms.

Question 4

What is natural gas deregulation?

Accepted Answer

In 1997, the Georgia General Assembly passed the Natural Gas Competition and Deregulation Act, which allowed increased competition in the natural gas industry. Atlanta Gas Light’s role in the marketplace shifted from distributing and selling natural gas to just distribution. Natural gas marketers assumed the role of selling and billing residential, commercial, and industrial customers for natural gas service.

Question 5

What are the differences between the natural gas marketers?

Accepted Answer

As stated on the Georgia Public Service Commission’s website, the difference between marketers lies in three major areas: customer service, price, and service terms and conditions.

Question 6

Who is the Regulated Provider in Georgia?

Accepted Answer

Natural gas marketer SCANA Energy Regulated Division provides service to low-income households and consumers whose credit histories prevent them from obtaining natural gas service from another marketer. Under the program, low-income consumers can purchase natural gas at a special low rate regulated by the Georgia Public Service Commission. This special rate is made possible by subsidies provided through the Universal Service Fund. To learn more about this service, call the SCANA Energy Regulated Division toll-free at 1-866-245-7742, or visit scanaenergyregulated.com.

Question 7

I don’t live near True Natural Gas. Can you still be my gas provider?

Accepted Answer

Yes, True Natural Gas can provide gas wherever Atlanta Gas Light’s distribution lines run. Click here to view our service areas.

Question 8

Do I have to sign a contract for gas service?

Accepted Answer

We do not require a contract for market pricing plans. However, by accepting gas service from True Natural Gas, you agree to our Terms and Conditions of Service. Terms and Conditions of Service can be found on our web site or upon request will be mailed to you. We do not require a written contract for fixed price plans. We will send you a Disclosure Statement containing the plan term and commodity price to which you have agreed. You will receive this in the mail within seven business days after AGL confirms that you have successfully signed up with True Natural Gas. You will have up to three days after receipt of the Disclosure Statement to rescind your request. Once enrolled in a fixed price plan, you are bound by the term of your selection and the provisions for early termination. For Specialized Product Offerings for large commercial customers, a written contract is required. Regardless of whether or not a written contract is in place, customers are committed to remaining on the service plan for the entire term of the agreement.

Question 9

Is there a cost to switch from my old marketer to True Natural Gas?

Accepted Answer

One switch each year is allowed at no cost. If you change more often, there will be a $7.50 charge per switch from AGL; however, True Natural Gas waives the fee.

Question 10

How do I switch to True Natural Gas?

Accepted Answer

Contact one of our Customer Service Representatives or sign up now on this website. In order to help us process your request, you will need the following information: Social Security number or Federal Tax ID Your name as printed on your Social Security card Your AGL account # (if applicable) The location address and the mailing address, if different.

Question 11

Why do I need to provide my Social Security number?

Accepted Answer

In order to process your application, we will need your Social Security number. In cases where credit history must be reviewed for defining deposit levels, we must obtain a consumer credit report. Additionally, for security purposes we need to check that we are actually speaking with the person who is authorized to change the service.

Question 12

Do I have to notify my current marketer when I sign up with True Natural Gas?

Accepted Answer

No, we will notify your current marketer and Atlanta Gas Light. When a switch transaction is sent to AGL and the request is approved, a notice is sent by AGL to the old marketer.

Question 13

Once I contact True Natural Gas, when will my switch become effective?

Accepted Answer

If you elect to switch by the 19th day of the month, your switch should be effective by the first day of the following month. Switch requests that are not processed prior to the 19th of the month will be processed for service to start on the first of the second month.

Question 14

I live in an apartment/multi-family development. Do I still need to select a gas marketer?

Accepted Answer

That will depend upon the terms of your lease and the contractual arrangements between you and your landlord. If the lease provides for an individual service account, you may have a choice in your provider. If there is a master meter that includes all households in the building, the management of your complex will choose a marketer for the entire building. Please check with the management of your complex to be sure.

Question 15

Are True Natural Gas’ rates variable or fixed?

Accepted Answer

Market pricing plans are variable and change monthly with the current market rate for natural gas. Fixed price plans offer a guaranteed rate for the term of the agreement.

Question 16

Do you have a payment plan that allows me to pay the same amount from month to month?

Accepted Answer

Yes, a residential customer may be offered the option with True Natural Gas’ approval to use a Budget Bill payment method. Often called levelized billing, a budget bill is the average of your bills over the past twelve months. It brings your highest bills down and your lowest bills up to nearly the same amount each month. Contact one of our Customer Service Representatives for details.

Question 17

Are there special discounts for seniors?

Accepted Answer

If you qualify, senior citizens who are 65 years of age or older and have a total annual combined household income of $31,300 or less are eligible for the Low Income Senior Citizen discount. The Low Income Senior Citizen monthly customer service charge is $3.45, a savings of $2.50 monthly or $30 per year. If you qualify, Atlanta Gas Light will also reduce its base charges by up to $14.00 per month. For your convenience, you can download the required application form by clicking below, or call one of our Customer Service Representatives at 770-502-0226 or 1-877-RINGEMC, and we will gladly send you a form in the mail. You will need to send the form directly to Atlanta Gas Light. Once they review and approve the request, the discount will be applied. The attached form was supplied to us by Atlanta Gas Light.

Question 18

How is my deposit level determined?

Accepted Answer

Your credit standing or previous history determines your deposit level. For a new account, the deposit may be waived by providing a letter of credit from your current marketer stating that your account has been in good standing for a period of 12 months, or by authorizing True Natural Gas to conduct a credit check and obtain your credit score. If the credit score meets our standards, the deposit may be waived.

Question 19

If I have questions concerning my bill, whom do I call?

Accepted Answer

If there is a problem with your bill, call 770-502-0226 or 1-877-RINGEMC and speak to one of our Customer Service Representatives.

Question 20

How often will I receive a bill?

Accepted Answer

Your account will be billed monthly.

Question 21

What charges will appear on my bill?

Accepted Answer

Regardless of your selected pricing plan, your bill will include the following charges: AGL Base Charge – Regulated charges from the utility (Atlanta Gas Light). True Natural Gas Customer Service Charge – The cost of maintaining and servicing your account. Gas Charge (residential and C&I one-part pricing) – The cost for gas used during the monthly billing period, based on total therms used. This charge also includes an interstate capacity charge. Gas Charge (C&I two-part pricing only) – The cost for gas used during the monthly billing period, based on total therms used. Interstate Pipeline Capacity (C&I two-part pricing only) – A fixed charge that is based on your DDDC. Sales Tax – Sales tax will be applied to all charges, with the exception of Late Charges.

Question 22

What are AGL base charges, and why do I have to pay them?

Accepted Answer

The purpose of a base charge is to recover Atlanta Gas Light’s (AGL) costs associated with delivering gas, maintaining the pipeline, replacing bare and corroded pipes, storing purchased gas, meter reading, customer service, and other costs associated with delivering natural gas to your home. The base charge is unique to each home or business. It is calculated with allowances for how much gas each home consumed during the coldest period of the past year. Having enough pipe and storage capacity to meet every customer’s need during the coldest weather is the challenge AGL must meet. The base charge for each home varies with the size of the home and the type of gas appliances used.

Question 23

How is the AGL base rate calculated?

Accepted Answer

AGL goes before the Georgia Public Service Commission (GPSC) in a hearing known as a “Rate Case.” At that hearing, AGL must justify its costs to maintain the safe delivery of gas to your home. Once approved, AGL passes on those costs to all marketers based upon their market share. True Natural Gas passes these charges through to you and clearly notes them on your bill. Charges could include pre-approved PSC credit.

Question 24

I recently enrolled and received my first bill for seven days of service, with a full base charge. On my next bill, it appears that I’m being billed again for a base charge. Was I billed a base charge twice for the same month of service?

Accepted Answer

No. The AGL base charge is a month-to-month charge regardless of the days of service. If you switch between the 1st and 19th of the previous month, then you would be charged a full base charge for the current month on your first bill. AGL bills the marketer the customer is active with during that period, and then the selected marketer passes that charge on to the customer. We print on our bills the month of the base charge you are being billed for. You are only billed 12 base charges per year.

Question 25

Is there a late payment fee?

Accepted Answer

Each bill will contain a due date. Payments received after the due date are subject to a late payment fee. The late payment fee is $10.00 or 1.5% of the balance due, whichever is greater. A late fee shall not apply to a customer’s account if the past due balance is less than $50.00.

Question 26

If I miss a payment, how long will I have before service is disconnected for non-payment?

Accepted Answer

Unless payment arrangements are made, any account past due more than 45 days from the date of the bill may be disconnected.

Question 27

Will my bill ever reflect “0” therms of gas consumed?

Accepted Answer

If your gas usage on a bill is zero, it means we did not receive a meter reading from Atlanta Gas Light, or you did not use any gas during the billing period.

Question 28

Who reads my meter and how often is it read?

Accepted Answer

Atlanta Gas Light reads meters monthly. A monthly meter reading provides accurate data, ensuring that customers are paying for the exact amount of natural gas they use. If a meter reader approaches your property, feel free to request to see their company photo ID. If you’re in doubt about the identity of someone coming to your home, call 770-994-1946 (inside metro Atlanta) or 1-800-427-5463 (outside metro Atlanta). If you feel threatened, call 911.

Question 29

What is my Designated Design Day Capacity (DDDC)?

Accepted Answer

Your Designated Design Day Capacity (DDDC) is set by Atlanta Gas Light (AGL) and is based on your consumption over the past year. The DDDC is a measure of the pipeline capacity for gas needed to serve your home or business on peak demand days, typically the coldest days of the year. The DDDC is adjusted annually by AGL and usually takes effect with September billings.

Question 30

Where can I find the Natural Gas Customer Handbook?

Accepted Answer

Our Natural Gas Customer Handbook is a great reference tool to use whenever you have a question about your service. In an effort to keep costs down for our customers and be a friend to the environment, we’re providing access to the handbook here in electronic format. If you would prefer a printed copy, please contact one of our Customer Service Representatives at 770-502-0226.

Question 31

Whom do I call if my gas is cut off?

Accepted Answer

If your gas is disconnected for any reason, you should call 770-502-0226 or 1-877-RINGEMC and select option 2 to speak to one of our Customer Service Representatives.

Question 32

Whom do I call for emergencies or if I smell gas?

Accepted Answer

If you smell gas, leave the premises immediately and call Atlanta Gas Light’s 24-hour Emergency Gas Leak number: 1-877-427-4321. Some important things to remember when evacuating: Don’t try to locate the gas leak Keep everyone away from the area of the odor Open doors and windows if you can do so quickly and easily Don’t turn lights on or off or unplug electrical appliances Don’t smoke or strike any matches Don’t use a telephone or any electrical equipment that might create a spark in the area of the odor Stay away from the house—or the location in question—until it is declared safe to return by an Atlanta Gas Light field representative.

Question 33

Once my service is with True Natural Gas, will there be a cancellation fee if I elect to move to another marketer?

Accepted Answer

For most customers there will be no cancellation fee. However, customers on a fixed or special rate plan may be charged an exit fee of $150 for switching natural gas providers before the contract has expired. Please reference your contract for full details. The early cancellation fee will not be charged to a customer who is a low-income residential consumer seeking service for the first time from the regulated provider.

Frequently Asked Questions

Natural Gas Basics

Signing Up & Switching

Rates & Payment

Billing

Service & Emergencies

Still Have Questions?