COLORADO NATURAL GAS SERVICE INFORMATION

You have the right to:

  • Seek help paying your natural gas bill. The community agencies you contact will decide whether you are eligible for aid. For more information visit coloradonaturalgas.com/PaymentAssistance or contact our Customer Service Department toll-free at 800-720-8193 for information.

For purposes of eligibility, low-income households meet one or more of the following criteria:

  1. Median household income less than or equal to 185% of the Federal poverty guideline;
  2. Median household income less than or equal to 80% of area median income; or
  3. Qualification under income guidelines adopted by the Department of Human Services pursuant to Section 40-8.5-105.
  • Ask us to enter into a payment arrangement if you are temporarily unable to pay your natural gas bill. If you agree to such a plan, you give up your right to dispute the amount due under the agreement. If you do not fulfill the terms of the payment arrangement, we may disconnect service and you may not be eligible for a new payment arrangement.

We are here to help! Customer Service is available Monday through Friday 8am to 5pm MST excluding holidays. Visit www.coloradonaturalgas.com/PaymentAssistance or contact our office at 800-720-8193.

Colorado Natural Gas (CNG) will postpone service disconnection to a residential customer on any day when the National Weather Service predicts that the temperature will be 32 degrees Fahrenheit (32 F) or lower during following 24 hours, or during any additional period in which utility personnel will not be available to restore utility service.

Service will not be disconnected before 8:00 am or after 4:00 pm Monday through Thursday, after noon on Friday, after noon the day before a holiday and no weekends, state or federal holiday or when CNG is not open.

  • Question whether your monthly bill is correct and have your bill adjusted if warranted. If you feel there is an error in your monthly bill or disconnection notice, please call our Customer Service Department at 800-720-8193 Monday through Friday 8am to 5pm MST excluding holidays. You must take timely action to protect your rights. We will investigate your complaint and do our best to try to resolve it.
  • To file a complaint with the Colorado Public Service Commission. You must contact Colorado Natural Gas at 800-720-8193 to allow us an opportunity to investigate your complaint. If you are unable to resolve the dispute or inquiry, you may then contact the Colorado PUC’s Consumer Assistance Unit to file a complaint by calling 303-894-2070 or 1-800-456-0858, online at https://puc.colorado.gov/, via email at dora_PUC_complaints@state.co.us, or in writing at Colorado Public Service Commission, Consumer Assistance Unit, 1560 Broadway, Suite 250, Denver, CO 80202.

Medical Emergencies

Colorado Natural Gas will not disconnect service or refuse to reconnect for residential customers when you or someone in your house is seriously ill. Disconnection can be postponed due to a medical emergency for up to 90 days from the date of a medical certificate issued by a Colorado-licensed physician, health care practitioner acting under a physician’s authority, or heath care practitioner licensed to prescribe and treat patients which provides disconnecting service would aggravate an existing medical emergency or create a medical emergency for the customer or permanent resident of the customer’s household. A medical certificate may be invoked only once in any twelve consecutive months. For more information, please visit www.coloradonaturalgas.com/PaymentAssistance or contact Customer Service Center at 800-720-8193 for more information.

FAQ's

What if I can't pay by the due date of the disconnect notice?

Colorado Natural Gas (CNG) offers several payment options to avoid your service being disconnected. You may qualify for a payment plan for up to 12 months or CNG also offers a Budget Bill option. For more information, please visit www.coloradonaturalgas.com/PaymentAssistance or contact our office at 800-720-8193.


Are there agencies to help me pay my bill?

Yes. For information on payment assistance programs and to see if you qualify, visit www.coloradonaturalgas.com/PaymentAssistance or call 800-720-8193.

CNG also offers Customer Assistance Program (CAP) additional low-income bill assistance that is contingent on receiving LEAP assistance. All LEAP recipients are pre-qualified in this program and automatically assessed for eligibility. For more information visit www.coloradonaturalgas.com/PaymentAssistance.


What do I do if my service is disconnected?

CNG will restore your service if one of the following occurs: (1) pays in full the amount shown on the notice and any deposit and/or fees that are specifically required by CNG’s tariffs in the event service is disconnected; (2) pays any reconnection and collection charges specifically required by CNG’s tariffs, enters into a payment plan, and makes the first installment payment, unless the cause for disconnection was the customer’s breach of such an agreement; or (3) present a medical certificate issued by a Colorado-licensed physician, health care practitioner acting under a physician’s authority, or heath care practitioner licensed to prescribe and treat patients. For more information, please contact our Customer Service Center at 800-720-8193.


Approximately how much will it cost to reconnect my service?

The amount your service was disconnected for and any amount which has since become more than 30 days past due, a collection trip charge of $43 when service was disconnected for non-payment, and a restore service charge of $43 per service call. Your account may be charged a deposit up to 90 days estimated gas usage at that address.


When will my service be restored?

You will need to contact our Customer Service Center at 800-720-8193 to schedule a time for your service to be restored. Once you have paid your past due bill or entered into a payment agreement, SNGMO CNG will reconnect your service within 24 hours (excluding weekends and holidays) or within 12 hours if customer pays after-hours charges and fees established in tariff.


What if I am not a customer of record but an occupant of the service address where there is a court ordered protection order against the customer of record?

CNG will offer the occupant of the premise the option to transfer service into their own name, without service disruption. Each person of full legal age who resides at the premise benefited from service and shall be liable for payment. If the occupant disputes, they resided at premise when debt was incurred, we will require a rental or lease agreement, utility bills, payroll stub indication occupant name and address for the period in question.


What programs are available to help lower my bill and conserve energy?

Please visit https://www.coloradonaturalgas.com/efficiency to learn about energy efficiency programs and rebates available with CNG.


What are some ways I can save on my energy bills this winter?

Consider CNG’s Month Budget Billing Program. Have your furnace checked by a qualified service technician. Lower your thermostat at night and when you’re going to be away. Weatherize your home by caulking and weatherstripping. Insulate, insulate, insulate!


For more information about payment assistance and energy-saving tips, check out our brochure