Service Disconnection

Discontinuing Service

Q. How do I stop my gas service?

A. Just call us, visit our website, or write us a letter and tell us you want your gas service stopped.

We ask that you give us at least five days notice before you want your gas turned off. If you write, we’ll consider the notice to be given three days after the letter is mailed. Please note that until you give us notice you’re responsible for gas service to that location.

Q. Can AOG turn off my gas without telling me in advance?

A. Yes, under the following circumstances:

  1. To correct a situation that poses a health or safety hazard to you or others; to prevent damage to our equipment; or to prevent a violation of federal, state or local laws for use of service.
  2. To make repairs, maintain or test our equipment.
  3. To prevent the unauthorized use of service or tampering with pipe, meters and other Company equipment.
  4. Failure to honor the terms of a Delayed Payment Agreement.

Cut-Off Notices

Q. If I don’t pay my gas bill, what will happen?

A. Of course we will try to work with you if you’re having a temporary problem. And hopefully, that will disappear.

If a customer has an unpaid bill as of the due date, we’ll first send a “Cut-Off Notice.” However, we will eventually shut off the gas when a bill isn’t paid.

This notice is mailed. We allow the customer eight days from the mailing date to pay their bill before the gas is turned off.

Q. What does a Cut-Off Notice include?

A. A Cut-Off Notice contains the following information:

  1. The name and mailing address of the customer and the address of the service.
  2. The amount of the delinquent bill.
  3. A statement for the reason(s) for the suspension of service.
  4. The date after which service will be suspended unless the customer takes appropriate action.
  5. If suspension is for non-payment, a statement that the customer may qualify for a Delayed or Deferred Payment Agreement. The customer must be presently unable to pay in full the amount due for service and must contact AOG before the last day to pay that is printed on the Cut-Off Notice.
  6. A residential customer may postpone the shut-off of their gas service if they, or a permanent resident of their household, have a serious medical condition and a certificate from a physician stating that the discontinuance of gas service would cause risk of death or gravely impair health.
  7. A statement that the customer may contact AOG about shutting off their service and make a complaint to the Arkansas Public Service Commission or Oklahoma Corporation Commission if they’re not satisfied with AOG’s answer.
  8. The availability of protected customer plans for customers who are 65 or older or handicapped.
  9. A statement that the customer may contact AOG for the names of federal, state, and local bill payment assistance agencies.
  10. The telephone number and address of AOG, so the customer can question the Cut-Off Notice, enter into a Delayed or Deferred Payment Agreement, obtain medical certificate forms, pay the bill, or make a complaint.
  11. The telephone number and address of the Arkansas Public Service Commission or Oklahoma Corporation Commission.
  12. The charge for reconnecting or collecting a past due bill for service.
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Q. What about Third-Party Notification?

A. To help prevent unnecessary interruption of gas service, AOG will send a copy of any Cut-Off Notice to a third party designated by the customer. Available to all residential customers, this plan is especially advantageous to senior citizens and the handicapped, providing peace of mind to children, relatives, and friends.

Q. You mentioned some special situations that would stop an individual’s gas from being turned off. What were they again?

A. There are four situations that stop a cut-off even if the gas bill remains unpaid. They are as follows:

  1. A Delayed or Deferred Payment Agreement
  2. Certified Serious Medical Condition
  3. Elderly & Handicap
  4. Landlord-tenant situation.

Q. How does a Delayed Payment Agreement work?

A. If a qualifying customer can’t pay the gas bill in full, AOG will not turn off the gas if the customer agrees in writing to:

  1. Pay at least 1/4 of the amount of the overdue bill as a down payment by the close of business on the third business day after arranging an agreement.
  2. Pay the balance in equal installments for at least 3 months from the date of the down payment.
  3. A Delayed or Deferred Payment agreement may be arranged by telephone if AOG is able to verify the customer’s identity. AOG must receive the down payment by 5:00 p.m. on the third business day after the date the agreement was requested.

AOG may suspend service without prior written notice if a customer does not keep the terms of a Delayed Payment Agreement.

Disqualifying from a Delayed Payment Agreement

  1. AOG does not have to enter into a Delayed or Deferred Payment Agreement if the customer has failed to keep the terms of a Delayed Payment Agreement in the last 12 months. This includes failure to pay the agreed-upon down payment within 3 business days.
  2. AOG does not have to enter into a Delayed or Deferred Payment Agreement after the last day to pay, as printed on the most recent Cut-Off Notice.
  3. AOG does not have to enter into a second Delayed or Deferred Payment Agreement if the customer currently is bound by a Delayed Payment Agreement.
  4. AOG does not have to enter into a Delayed or Deferred Payment Agreement. If a customer has engaged in unauthorized use of service or has tampered with utility equipment in the last 24 months.
  5. AOG does not have to enter into a Delayed pr Deferred Payment Agreement.If a customer has misrepresented a fact relevant to the conditions under which he obtained or continued gas service in the last 24 months.

AOG may renegotiate a Delayed or Deferred Payment Agreement. If a customer can substantiate a change in ability to pay resulting from a serious medical condition or the loss of a major source of income.

AOG does not charge interest on Delayed or Deferred Payment Agreement installments.

Q. How about a certified serious medical condition?

A. We will not turn off a customer’s service if we receive a certificate from a doctor stating that shutting off the gas would aggravate a serious illness or create a substantial risk of death or grave illness for the customer or other permanent resident of the premises where service is provided.

Medical certificates can be requested by calling our office. The certificate should identify the patient, the medical emergency, specify the likely effects on the health of the individual from discontinuing gas service, and the time during which cutting off the gas would endanger the individual.

A telephone call from a doctor or nurse, nurse practitioner or public agency is acceptable if a certificate is received within seven days after the phone call.

AOG shall not be required to continue to provide service for longer than 30 days unless the medical certificate is renewed before the certificate expires; and the certificate can only be renewed once in a 12 month period.

Q. What were the special plans you mentioned for customers 65 or older or for handicapped customers?

A. We have special procedures to register any customer who is 65 years old or older or who has a physical or mental handicap that limits his or her ability to pay. When a registered customer tells AOG they cannot pay a bill on time, AOG will offer to:

  1. Arrange a Delayed or Deferred Payment agreement.
  2. Explain the right to third-party notice before suspension of service.
  3. Provide the name of federal, state, and local bill payment assistance agencies.
  4. AOG will make two attempts to contact the customer in person or by phone before suspension of service.

Q. What was the Landlord/Tenant situation you mentioned?

A. Before suspension of service AOG will make two attempts to contact the customer (landlord) in person or by phone.

Where it’s feasible, AOG will offer each tenant the opportunity to apply for gas service in his/her own name. The tenant will not be held responsible for the landlord’s bill. If this isn’t practical or if the tenant declines to apply for such service, AOG will turn off the gas.

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