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My Home :: FAQs
  • How do I know if I have a natural gas leak?

    • Natural gas has no odor. To help you detect the presence of natural gas, a strong odorant that smells like rotten eggs is added. We urge you to call us the first time you smell a natural gas odor.

      If you smell this odor:

      • Immediately exit the building.
      • Do not use matches, lighters, electrical switches, appliances or your telephone.
      • Call NJNG from a nearby building by dialing 800-GAS-LEAK (800-427-5325).
      • Do not re-enter the building until NJNG has declared it safe.
      • Our personnel will be happy to assist you. This service is provided at no charge, seven days a week, 24 hours a day.
  • What are the warning signs of carbon monoxide poisoning?

    • Symptoms are often mistaken for those of the flu – severe headaches, nausea, vomiting and fatigue. However, with carbon monoxide (CO) poisoning, there is usually no fever and symptoms tend to clear up when you breathe fresh air. Also, CO poisoning affects pets. If you have any questions about CO poisoning, or think you are experiencing symptoms, call 800-POISON (800-764-7661). If an emergency exists, get fresh air and call 911

      To help you avoid the dangers of CO poisoning, it's important to have your heating equipment checked for safety and efficiency. When your natural gas-fired appliances don't work properly, they may produce CO -- a colorless, odorless and potentially dangerous gas. Carbon monoxide can build to dangerous levels in your home or garage. If inhaled in large quantities for a prolonged period, CO can cause unconsciousness, brain damage and death.

      To learn more about CO click here.

  • If I need to dig in my yard, who do I call before I start?

    • CALL BEFORE YOU DIG!  Before you dig any hole in the street or your yard, call New Jersey’s “One Call” system at 811 or 800-272-1000 for a free markout of underground water, sewer, electric and natural gas utility lines. Help prevent injury or damage to property by making this call before you dig. It’s the law.
  • How do I convert to natural gas?

    • If your home heating bills send chills down your spine, you should look into converting to clean, efficient and economical natural gas heat. Call 800-221-0051 or e-mail us to learn more about switching to natural gas.

      If you are also interested in financing your switch to natural gas heat, be sure to inquire about the current conversion loan program. If you're already a natural gas heat customer, consider converting other appliances such as your clothes dryer, water heater and range to natural gas. It's easier than you think!
       
      If you decide to convert your heating system or any appliance to natural gas, please let us know. This helps us plan ahead so we can deliver reliable service to all of our customers on even the coldest winter days.

  • How do I read my bill?

    • Click here for an explanation and illustration of your bill.
  • Why is my bill so high this month?

    • Higher than “normal” bills occur for various reasons. Consider the following factors, which may contribute to increased consumption.

      • Clogged filters
      • New or additional appliances may have been added
      • Faulty gas appliances or thermostats
      • Previous low estimated readings
      • Incorrect reading or estimate
      • High ceilings
      • Poor insulation
      • Damper left open on a fireplace
      • Higher rates
      • Changes in weather conditions
      • Most thermostats can be lowered only to 50 degrees. If the temperature in the house should drop below 50 degrees, the furnace will come on. The colder the outside temperature, the longer the furnace will run to maintain the inside temperature.
      • Changes in normal living habits due to an illness or increase in family size
      • Leaks in your hot water system or a dripping faucet
      • Increased usage during a holiday or special occasion
  • How do I read my natural gas meter?

    • Reading your natural gas meter is easy! We use two kinds of meters for residential customers. One is a direct dial meter that can be read like a digital clock. However, the most common meter has dials. Click here for more information.
  • How do I know if NJNG has read my meter?

    • This information is found on the upper left side of your bill under CURRENT METER READING IS. If the word “Actual” is in that box, then we read the meter that month. If the word “Calculated” is there, then the bill was estimated that month.
  • What are my payment options?

    • You can pay your NJNG bill online, by phone, by mail or in person with a debit to your checking or savings account. We offer credit card and debit card payment options through a service provided by Kubra.
  • Do you offer a budget plan?

    • Yes. You can help balance your home energy bills by joining the NJNG Budget Plan. You’ll pay your anticipated yearly natural gas costs in 12 equal payments. You'll know what your payment will be every month. If you wish to join the Budget Plan, just pay the “Budget Option” amount that appears on your monthly bill along with any other non-gas charges by the payment due date. Click here for additional information.
  • When does my budget plan renew?

    • Our budget plan year runs from August through July. At the end of the budget year, we calculate your total natural gas usage and compare it to the total amount of budget charges billed to date. We then either credit your NJNG account or bill you for the balance due. Credits will be applied to your NJNG account, which will be reflected in your August bill. If there is a balance due, you have the option of paying it in full or adding the balance to the next budget plan year. Your budget option is then re-calculated and automatically renewed for the next budget plan year. Click here for additional information.
  • Why did my budget amount change in mid-year?

    • A mid-year review based on your natural gas usage and anticipated costs will determine if your payment amount needs to be adjusted. This adjustment helps minimize large debit or credit balances at the end of the budget plan year.
  • What do the “Other Charges” on my budget summary mean?

    • Other charges on your natural gas bill are charges other than energy charges.
  • Can I pay more than my budget amount due?

    • Paying more than the budget amount due creates incorrect budget information. If you pay more, it is necessary to contact our business office so we can make an adjustment to ensure the account balances correctly.
  • Why did my budget amount change during the months?

    • Our budget period runs from August through July. Your budget amount is based on your anticipated natural gas costs spread evenly over 12 months. You can join the budget at any time; however, if you do so in the middle of the budget period, you will not have made 12 consecutive monthly payments on the Budget Plan. To compensate for that missed time, your budget option may increase in January to ensure that forecasted payments reflect your energy use.
  • What is ZipCheck and how can it benefit me?

    • ZipCheck is a safe, convenient way to automatically pay your NJNG monthly bill. With your authorization, the total amount due will be electronically deducted from your checking or savings account on the due date shown on your bill. You’ll have peace of mind knowing your bill is paid on time each and every month. There are no checks to write, no stamps to buy and no sign-up fees to pay.
  • How do I enroll in ZipCheck and how long does it take

    • To enroll, you can:
      (1) Login to My Account and enroll online

      OR:

      (2) Print and complete the ZipCheck form and mail it to:

      ZipCheck
      New Jersey Natural Gas Processing Department
      PO Box 1476
      Wall, NJ 07719-9970

      From the receipt of your enrollment request, it can take up to 10 calendar days to process your enrollment.  Continue to pay your bill as you have in the past until your NJNG bill states: “Paid by ZipCheck.”

  • What if I change my mind and want to cancel my ZipCheck enrollment?

    • You can cancel ZipCheck at anytime. Login to My Account and choose Deactivate ZipCheck after checking the Manage My Status link.

      If your current bill amount was sent to your bank for payment, it cannot be stopped. The deactivation will become effective with your next bill.

  • Can I enroll in ZipCheck if I have more than one NJNG account?

    • Yes, however you have to enroll separately for each NJNG account. You can enroll each account online at My Account or print and complete a ZipCheck form for each account and mail form to:

      ZipCheck
      New Jersey Natural Gas Processing Dept.
      PO Box 1476
      Wall, NJ 07719-9970

      Please note, once received, it will take 10 calendar days to process your request.

  • What if my account number changes or I change banks?

    • You can update your account information by either logging in to My Account and choosing Change My Bank Information after clicking on the ZipCheck Manage My Status link, or print and complete a ZipCheck form for each account and mail forms to:

      ZipCheck
      New Jersey Natural Gas Processing Dept.
      PO Box 1476
      Wall, NJ 07719-9970

      Please note, once received, it will take 10 calendar days to process your request.

  • Is there a fee if my ZipCheck auto debit payment is returned not paid?

    • Yes, a $10 charge will be added to your account for each payment returned by the bank for insufficient funds, stopped payment or if the authorization is revoked by the customer.
  • How can I lower my energy costs?

    • Conserve energy.* During the summer months, we encourage homeowners to arrange for an inspection of all of their home natural gas appliances and heating and water-heating natural gas equipment to make sure they work efficiently and safely. Some people may also want to get a home energy audit, which will pinpoint ways to make the home more energy-efficient (such as adding storm windows or sealing leaky doors). You may also qualify for FREE energy conservation and weatherization services from the Home Energy Assistance Program (HEAP). 

      Replace aging appliances.* Consumers who have aging natural gas furnaces and water heaters should consider replacing them with new units, which use fuel more efficiently. High-efficiency units cost more to buy, but they save money over the long run. For example, buying a high-efficiency (93 percent efficiency rating) natural gas furnace instead of a conventional unit (78 percent efficiency rating), could save the average homeowner $135 per year in energy bills. (SOURCE:  American Gas Association) Rebates on high-efficiency units are also available.

      Request special assistance. Customers who are struggling to pay their natural gas bills should contact NJNG for information about energy assistance programs. NJNG will work closely with any customer who needs help paying their natural gas bill.

      For further information, go to the Payment Assistance area of our Web site.

      *Consult with a licensed appliance repair contractor.

  • Are there any resources available that can help if I am having trouble paying my gas bills?

    • NJNG encourages customers facing financial hardship to apply for energy assistance. We want you to know that you are not alone and help may be just a phone call away.

      Programs are available to help income-qualified households as well as those experiencing temporary or unanticipated difficulties, such as unemployment or illness.

      For further information, go to the Payment Assistance area of our Web site.

  • Can I look for a better price than NJNG’s and purchase my gas from another supplier?

    • Yes. Deregulation in New Jersey has brought about competition in the energy industry.  NJNG can provide you with a list of suppliers so you can directly contact them to compare prices for your natural gas supply. You can also view supplier offers posted on our Web site by clicking here.

      If you are considering purchasing your natural gas from a third-party supplier, keep in mind that those companies also try to obtain a good price. However, it does not necessarily mean that they may be able to get a better price than the local utility.

  • What price decreased on December 1, 2013?

    • On November 21, 2013, NJNG filed with the New Jersey Board of Public Utilities (BPU) to implement a Basic Gas Supply Service (BGSS) price change, effective December 1, 2013, resulting in a 6 percent decrease to a residential heating customer’s total bill.

      Due to NJNG’s natural gas purchasing and storage strategies, NJNG is able to provide the BGSS decrease to residential sales customers and general service small sales customers using less than 5,000 therms annually. We continuously monitor natural gas markets and make every effort to provide competitively priced natural gas service to customers.

  • What price increased on December 1, 2013?

    • The BPU recently approved a delivery price increase to all customers effective December 1, 2013. The increase is the net result of an increase to the New Jersey’s Clean Energy ProgramTM rate and a decrease to the Remediation Adjustment Clause  rate, both of which are part of the Societal Benefits Charge (SBC) that is included in the Delivery Charge. The impact of the SBC change to a residential heat customer’s total bill is a 1.7 percent increase.

      The net impact of the December 1, 2013, BGSS and SBC price changes to a residential heating customer’s total bill is a 4.2 percent decrease. A typical customer using 100 therms a month would see their bill go from $115.75 to $110.70, which is a savings of $5.05.

      NJNG remains committed to meeting your expectations for reliability and value every day. We continue to offer customers help in managing their natural gas costs through our Budget Plan, energy-saving tips and energy assistance programs.

  • What NJNG price decreased on January 1, 2014?

    • By law, New Jersey Natural Gas (NJNG) delivery charges on the customer bill included the Transitional Energy Facility Assessment (TEFA) unit rate surcharge, which we were required to collect in our base tariff rates and remit to the state of New Jersey. TEFA was a “temporary” energy tax assessment that New Jersey’s natural gas and electric utilities were required to collect on energy sales.

      The law provided for a phase-out of the TEFA beginning January 1, 2012 and ending after December 31, 2013. Effective January 1, 2014, NJNG eliminated TEFA from its prices to comply with the law. 

      A typical customer using 100 therms a month will see their bill decrease $0.90 from $110.70 to $109.80. The net impact to a residential heat customer’s overall bill is a 0.8 percent decrease. 

      NJNG remains committed to meeting your expectations for reliability and value every day. We continue to offer customers help in managing their natural gas costs through our Budget Billing Plans, energy-saving tips and energy assistance programs.

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