FAQ

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, or click here.

Your account will be billed monthly.

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.

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.

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.

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.

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.

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

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.

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.

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 the SCANA Energy Regulated website.

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.

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.

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.

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.

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

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.