Service Disconnection

Columbia Gas provides its customers with continuous service when bills are paid on time, payment arrangements are kept, and operating rules are observed. We can disconnect gas service in accordance with PUCO rules and regulations for any of the following reasons:

  1. Violation of or refusal to comply with the company’s general service policies and procedures, which are approved by and on file with the PUCO
  2. If service is used in a manner that may be detrimental to the service of other customers
  3. When providing service is in conflict with PUCO rules or any law
  4. When the customer has moved from the service address
  5. When supplying service creates a dangerous condition
  6. When the service is obtained fraudulently or the company’s property has been damaged intentionally
  7. For repairs, provided that prior notice is given if interruption is expected to be more than six hours
  8. Upon request of the customer
  9. For non-payment, as long as PUCO requirements are met

If payment arrangements are not made, you’ll receive a “Termination Notice” informing you of the date your gas service will be disconnected. You’ll still have time to contact Columbia Gas to avoid shut-off. We’ll accept payment at your premises in the full amount due to avoid disconnection; however, a $5.50 collection fee might be charged.

If service has been disconnected for non-payment for ten business days or less and you pay the required amount to reconnect service prior to 12:30 p.m., we will restore your service by the close of business that same day.

If service has been disconnected for non-payment for more than ten business days and you pay the required amount to reconnect service, we will restore your service within five business days.

Limits on Disconnection

Columbia Gas may disconnect service after providing you with a 14-day written notice during normal company business hours, provided we:

  1. Disconnect before 12:30 p.m. on any day preceding a day when we do not regularly perform reconnections
  2. Attempt to contact you prior to disconnection
  3. Advise you in a termination notice that you may ask for a company review of the bill and, if not satisfied, contact the PUCO. Service will not be disconnected for non-payment of a disputed bill while it is being reviewed by the PUCO.

Winter Disconnection

The “heating season” is the period each year from November 1 through April 15. Service may be disconnected during this period if the company follows all of these requirements:

  1. Makes prior contact with the customer by personal contact, mail, telephone, or hand-delivered written notice
  2. Informs the customer of the available sources of federal, state, or local aid for payment of bills
  3. If the customer establishes inability to pay the amount due in full, the company must offer a payment plan of one-third of the amount remaining due after deduction of all available government assistance, should there be any, OR the Percentage of Income Payment Plan (PIPP), which allows qualifying customers to pay 10 percent of their total monthly household income.

Tenant Rights

If you live in a dwelling where the landlord pays the bill, and the landlord fails to do so, Columbia Gas will post notices on all of the tenants’ units and also in noticeable places such as entrances, exits, and mailboxes at least 10 days prior to the scheduled disconnection date. Tenants can avoid disconnection by paying the landlord’s current month’s bill or by invoking their rights under the Landlord-Tenants Act of the Ohio Revised Code.