Monthly Services

Natural Gas Billing Information

AOG conducts its monthly billing operations on a “cycle” basis. This procedure allows us to spread out our billing work uniformly each month. You will receive your bill a few days after your meter is read.

Q. Am I liable for my bill if I don’t get it for some reason?

A. Yes, you are. Call us as soon as you think that your bill is lost. The failure to get a bill doesn’t extend the time payment is due or avoid a Cut-Off Notice if the amount is overdue. Bills are considered delinquent after the due date on the bill. Service can be suspended after the Cut-Off Notice due date.

Q. How much time do I have to pay my bill?

A. The due date of bills in a particular cycle is based on when the bills are mailed. You’re permitted twenty-two (22) days in Arkanasas, or fourteen (14) days in Oklahoma, after the bill is mailed. The due date of your bill is clearly identified by the words “Due Date.” Your payment must be received by 5:00 p.m. on the due date. A late payment fee will be applied on payments received after the 5:00 p.m. deadline of the due date on the bill.

Q. Is there a penalty for paying after the due date of my bill?

A. Yes, in Arkansas, if payment is not received by 5:00 p.m. on the due date of your bill, a late payment fee calculated not to exceed 10 percent of the first $30 of your bill and 2 percent of the remainder will be applied to the amount.

Q. Can I look on my bill and tell if my meter was actually read or if it was estimated?

A. Yes, you can. Any time usage is estimated, we clearly state that fact on the face of the bill with the word “Estimated.”

AOG may estimate bills for two (2) months when the meter is inaccessible or the location is impractical for reading. However, after the second estimated reading, AOG will notify the customer in writing and explain that the meter is inaccessible or the location is impractical for reading. The notice will explain the action required by the customer to correct the situation.

Q. What is the commodity charge on my bill?

A. This is a charge designed to recover only the actual cost of natural gas purchased by AOG to serve you. This charge is set at least twice a year, in March for April through October billings and in October for November through March billings. AOG does not profit from this charge.

Q. What’s “Municipal Tax”?

A. This is a Municipal Tax Clause that allows AOG to pass on to customers who live within the municipality any taxes that are levied by the city.

Q. If I own more than one house or structure at different locations, will I get more than one bill?

A. Yes, each separate structure will have its own meter and will be billed individually.

Billing Concerns

Q. What should I do if I think a bill is wrong?

A. Please call our office as soon as possible. We have trained customer service representatives who can help you.

Here are a few tips to remember when you call us about your bill:

  1. Try to state your concern as clearly as possible.
  2. If you have a suggestion for settling the problem, tell the customer service representative.
  3. For your records, write down the name of the person(s) you talk with and the date of your call.

Q. What if I’m not satisfied after talking to the customer service representative?

A. Ask to speak to the customer service supervisor.

Q. What if I think the bill or the proposed solution is still wrong?

A. Naturally, we hope to be able to solve your problems ourselves, and we have skilled employees that regularly handle these matters. If we can’t answer your question to your satisfaction, we will advise you to call or write to the Arkansas Public Service Commission or Oklahoma Corporation Commission's Consumer Services Section. The Commissions' telephone numbers & address are:

Arkansas:

  • Toll Free:
    1-800-482-1164
  • Phone:
    1-501-682-1718
  • Address:
    Arkansas Public Service Commission
  • 1000 Center Street
  • P.O. Box 400
  • Little Rock, AR 72203-0400
  • View Map

Oklahoma:

  • Toll Free:
    1-800-522-8154
  • Phone:
    1-405-521-2331
  • Address:
    Oklahoma Corporation Commission
  • Consumer Services Division
  • Jim Thorp Building
  • Oklahoma City, OK 73105
  • View Map

Q. What if I think my meter reading is wrong?

A. After you have double-checked the meter reading and feel the reading is incorrect, we will send an AOG representative to read and explain how to read your meter.

If the reading is correct, the Commissions permit us to charge a nominal fee for this service.

Q. Can I read my meter to double-check the meter reader?

A. Sure. The dials on your gas meter register the amount of gas used in units of 100 cubic feet. Reading your meter is similar to reading a clock.

Here’s what to do:

  1. Face the meter and read the dials from left to right. Only the top four numbers appear on your bill.
  2. Read the numbers as indicated by the hands on the dials. If a hand is between two numbers, read the smaller; except when the hand is between 0 and 9 as in “B” below, in which case you would read the number 9.

In the illustration above, dial A reads 6, dial B reads 9, dial C reads 4 and dial D reads 5. The correct reading for this meter is 6945.

Take a look at your bill and see when the meter was read last month, then read it yourself on the same day this month. Wait until you recieve the next bill, and then compare your readings with ours. They should be roughly the same. If they’re not, please call us and we’ll check the accuracy of the meter.

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Special Billing Plans

At AOG, we place great emphasis on assisting customers who might be having difficulty paying their natural gas bills. Our representatives are trained to assist you by providing information on the services offered by AOG and other agencies that may be of help. If you want to participate in any of these programs or just want more information, contact AOG at the telephone number shown on the back of your natural gas bill or email us.

Payment Plans

AOG provides convenient payment programs: Automated Bill Payment (ABP) and Average Monthly Payment Plan (AMP).

Automated Bill Payment Plan

Automated Bill Payment (ABP) is a program that allows AOG customers to pay their bills automatically. You will continue to receive your monthly natural gas bill statement. It will have the notation: Bank Draft, Do Not Pay. You will know the exact amount to be drafted from your account. The draft will occur on the due date found on the upper right hand corner of your bill. If there are any questions regarding your bill, please call AOG and resolve your concerns seven (7) days before your bank account is drafted. If the bill is correct, the amount specified will be deducted from your account on the date specified... no need to write a check or spend money on postage. Payment information will be shown on your monthly bank statement.

Average Monthly Payment Plan

Wouldn’t it be convenient to know just about how much your gas bill would be every month? Knowing ahead of time what to expect could really make planning your budget easier. Now, thanks to AOG’s Average Monthly Payment Plan (AMP), you can do just that. The plan is designed to average your monthly payments and level out those unusually high bills that occur during months of high natural gas use. Your total annual cost for natural gas remains the same... but you have the convenience of a more consistent bill each month.

Extended Due Date Plan

To assist our customers who are on fixed incomes such as Social Security recipients, persons receiving Aid to Families with Dependent Children (AFDC), Veterans, or Aid to the Aged, Blind, and Disabled (AABD), AOG offers an Extended Due Date Plan. This plan allows for a twenty-five-day (25) due date on your natural gas bill. This plan assists our customers from becoming delinquent on their bills while on fixed incomes.

Extended Absence Payment

The Extended Absence Plan is available to customers to avoid suspension of services during extended absences.

Bills coming due during the customer’s absence may be paid in advance. The amount of the advance payment will be based on the customers average monthly bill for the most recent twelve months. If less than twelve months usage history is available, the advance payment will be based on the number of months of usage history available adjusted for weather variations. If the advance payment is more than the actual bill for service, the overpayment will be credited to the customer’s account, unless a refund is requested by the customer. If the advance payment is less than the actual bill for service, the balance due will be carried forward each month until the customer returns. Delayed Payment Agreements will be available.

The customer will also be given the opportunity to enroll in AOG’s Automated Bill Payment Plan whereby the monthly service bill will be paid by bank draft through the customer’s checking or savings account.

The customer can arrange to have bills coming due during the period of the absence mailed to an alternate address or third party during their absence.

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