Getting Started

How To Apply For Service

Q. How Do I Apply For Service?

A. Just call our office at (479) 784-2000 or (800) 842-5690 and tell one of our customer service representatives that you want gas service. Our representatives will provide all the information you need.

You can also apply online to start, stop, or transfer service.

Basic Types of Service

Q. What does the term “Residential” Service classification mean?

A. It basically means providing natural gas to people who live in houses, mobile homes, duplexes and apartment houses for their personal use. And by “people”, we mean individuals or single families who have the accounts in their own names, for example, any family dwelling that’s individually metered. The distinction gets a little more difficult when someone operates a business out of their home, but so long as more than half of the gas service being used is for personal, and not business needs, it’s classified as Residential.

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Q. How about “Small Business” Service?

A. Generally, the Small Business classification applies to customers who are engaged in small business activities, or a profession, or in some other activity that doesn’t fit squarely in one of the other categories. Examples are retail stores, dormitories, hotels, religious or charitable organizations, boarding & apartment houses, motels, camps and other businesses. If a customer’s residence and business share the same gas service, but more than half of the gas is being used for personal and not business needs, the customer is classified as Residential. But the opposite also applies.

For example, a poultry producer uses his gas service to heat both his brooder houses and his personal home, with 75 percent of the gas going to the brooder houses and 25 percent to the home. In this case, since more than half of his use is going toward heating the brooder houses, his service is classified as Small Business.

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Q. What customers are classified as “Medium or Large Business”?

A. The Medium and Large Business classifications apply to customers whose annual consumption was, and whose expected annual consumption is reasonably projected to be, as follows:

Arkansas Customers:

  • Medium Business:
    In excess of 10,000 MCF and no more than 36,000 MCF.
  • Large Business:
    In excess of 36,000 MCF.

Oklahoma Customers:

  • Medium Business:
    In excess of 10,000 MCF and no more than 30,000 MCF.
  • Large Business:
    In excess of 30,000 MCF.
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Deposit Required for Gas Service

Q. Do you require a deposit before you turn on the gas?

A. Yes, under certain conditions. The Company may require a deposit from an applicant for service to guarantee payment for the service.

AOG may require an amount not to exceed the two (2) highest billing periods from customers as a deposit in Arkansas, and 2 times the 12 month average in Oklahoma.

If the applicant has previously left AOG’s service owing a bill and that bill is unpaid at the time of application, the Company may require a deposit equal to twice the maxiumum billing.

Also, we will not turn on your service if you have any unpaid gas bills that are past due with AOG.

If AOG discovers that an applicant has used the service without authorization or tampered with the Utility’s equipment, it may charge that applicant a total deposit of not more than 6 average bills, plus the potential damage to utility equipment. AOG may not charge this deposit if the customer has received more than 2 years cumulative service since the Company discovered the unauthorized use or tampering.

If AOG has proof of a misrepresentation to AOG by the applicant relevant to the conditions under which the applicant obtained gas service, it may charge that applicant a total deposit of not more than twice the maximum bill. AOG may not charge this deposit if the customer has received more than 2 years cumulative service since the Company discovered the misrepresentation.

In accordance with the United States Bankruptcy Code, 11 U.S.C.A. § 366, AOG may require an applicant to furnish adequate assurance of payment in the form of a deposit or other security.

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Q. Are there times when a deposit isn’t required for a Residential Customer?

A. Yes, there are a few situations when a deposit isn’t necessary:

  1. If you’ve had AOG gas service at a different address and have a good credit history for the past twelve months.
  2. If you provide a letter from your previous or current utility company that attests to your good credit history for the past twelve months.
  3. If you provide a written guarantee from an AOG customer who has excellent credit and who will be responsible in the event you can’t pay your final bill.
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Q. Do I have to pay all the deposit before you’ll start gas service?

A. If a deposit is required, you can pay your deposit in several different ways. Just choose the one that’s easiest for you.

  1. Pay the Full Amount, when you apply for service.
  2. Split the Deposit into two payments, 1/2 when you apply for service, 1/2 on the first bill
  3. Pay the full amount on your first month’s bill.
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Q. Do I ever get the deposit back?

A. You sure do if you are a Residential customer. Your deposit, plus interest, will be automatically credited to your account after twelve months if:

  1. You have paid all bills by the due date for the past twelve months.
  2. You have not given AOG two (2) or more checks which were returned due to insufficient funds for reasons other than bank error in the last twelve (12) months.

When you leave our system, your deposit and accrued interest will be applied to any amount due on your account. Any balance due will be refunded promptly.

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Q. Does my deposit earn any interest?

A. Yes. Until your deposit is refunded to you, we’ll pay you interest on your money at a rate determined annually by the appropriate Commission. The interest will be paid to you annually as a credit to your gas bill.

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Q. I’m a Small Business customer; do I get my deposit back?

A. Yes. AOG will refund the deposit with accrued interest upon termination of service or as required by the Public Service Commission. Your deposit will also be refunded when requested in writing to AOG if you have paid all bills by the due date for the past eighteen months.

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Connection Charge

Q. Is there a charge for turning on gas?

A. Yes, we refer to it as a “connection charge.” After you apply and are approved for service, we’ll schedule a time between 8 a.m. and 4:30 p.m. Monday through Friday, except for holidays, to come out and turn on your gas. These are our business hours, and we make every effort to start your service as soon as possible after your application has been approved.

You may also request to have your gas service turned on after normal business hours. For either type of connection, there is a non-refundable charge. If we’re asked to connect your service during non-business hours, the connection fee will be slightly higher than during regular hours. The charge also applies if you are moving your service from one location to another or adding another service.

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Continuous Service Charge

Q. What’s a “Continuous Service Charge”?

A. If you discontinue your service and then ask for it to start again at the same location within twelve months, you pay a “continuous service charge” which is calculated by multiplying the monthly charge by the months your service has been disconnected.

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Reconnection Charge

Q. What’s a “Reconnection Charge”?

A. If your service is discontinued for non-payment, you will pay a “reconnection charge” which is approved by the Public Service Commission.

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