Your Rights and Responsibilities as a Generation Pipeline Customer

As a Generation customer, you have many important rights and responsibilities.  These rights and responsibilities are given to you by the Ohio Minimum Gas Service Standards contained in Chapter 4901:1-13 of the Ohio Administrative Code.  You can review a copy of the minimum gas service standards on the PUCO website www.puco.ohio.gov or obtain a copy from the PUCO upon request.

The rights and responsibilities include:

  • Your right to a clear and concise bill
  • Your right to check your Generation bill for accuracy
  • Your right to fair credit and deposit policies
  • Your responsibility to pay your bill
  • Your responsibility to provide access to the gas meter
  • Your right to receive continuous Generation service if you meet your responsibilities

Generation has the responsibility to honor all these rights as well as protecting your privacy.  Any information obtained by Generation Pipeline will be kept confidential and will only be used for company purposes.  Generation does not re-sell or re-distribute any information to any third party.

You also have the responsibility to know your rights and obligations as they relate to your natural gas service.

Generation employees may need to be on your property.  Activities they may be performing include, but are not limited to, maintenance, tapping the pipeline, meter reading, line locating, leak survey and pipeline patrolling.   You have the right to ask the employee to identify themselves and state the reason for their visit.  Please feel free to contact Generation if you have questions regarding a Generation employee.

Application for Service

An application must be completed prior to obtaining service from Generation.  To request service, call us at 614-505-7210.

Generation may require a security deposit for residential or commercial customers.  Please contact Generation for the amount of the deposit.  Service will not be put in the customer’s name until an application has been signed and the deposit has been paid.

Installation of New Service

Prior to any excavation activities, you or your qualified contractor should call the Ohio Utility Protection Service (OUPS) at 1-800-362-2764 or call 811 to have any underground facilities located.  OUPS will contact us and other member utilities to mark underground facilities in the area.  They will also tell you about any other companies that may not be registered with OUPS for you to call direct.  This is a free service and is required by law.

The installation of the service line is the customer’s responsibility.  The installation must be completed by a DOT qualified installer.

Residential Service Natural Gas Load Information or Commercial Service Natural Gas Load Information

The natural gas load information must be acquired before a meter setting will be released.  This is necessary for Generation to determine the correct size meter setting.

Service Installation Record

If you wish to have natural gas service at your home or business, we will strive to complete installation within three business days if no new construction is required and within 20 business days if the request requires new construction, or by the requested installation date if that date is later.  If the installation is expected to take longer, we will contact you and explain the reason for the delay, what action is being taken to complete the work, and expected date of completion.

If your request requires extending the mainline, we will contact you within 30 days of your request with an estimate of the cost of the extension and the amount of the deposit, if required.  An estimated date for completion of the main line extension will be provided.

The customer owns and is responsible for the piping after the gas meter.  This piping is known as the house line.   All external piping must be painted and properly maintained.  If not properly maintained, this piping may be subjected to potential corrosion.  The cost of replacement or repair of the customer service line and or the house line is the property owner’s responsibility.

Testing of service lines and house lines

Prior to initial operation or reestablishment of residential or commercial gas service, your service line and house lines will be tested to determine that no leaks exist.  If a leak does exist, Generation will not establish service until the problem is corrected by a DOT qualified installer.

If Generation established service, but turned off the gas to one appliance, a qualified contractor can make the repairs at the appliance and restore service.  If the gas was turned off at the meter, you must contact Generation at 614-505-7210 to restore service.

Periodic leak testing

For safety purposes, we periodically conduct leak inspections of all main lines and service lines.  If we find a leak or other unsafe condition on your service line your gas service will be turned off at the gas meter or at the street.   We will contact you or leave a tag with an explanation of the problem.    Gas service can only be restored by Generation and after the leak is repaired by a DOT qualified installer.

Natural gas is one of the safest fuels available.  It makes sense, though, to know what to do in case of a natural gas leak.  If you smell natural gas, take fast action:

  • Leave the building immediately
  • Do not attempt to locate the leak yourself
  • Do not turn lights on or off, or operate or unplug appliances
  • Do not use telephones in or near the building
  • Do not operate or move vehicles or other equipment
  • Once you are safely away from the building, call Generation Pipeline or other emergency services

At Generation we care about your safety, if you have an emergency or have any questions, call us at 614-505-7210.

Metering

Generation owns and maintains the meter.   Generation must have access to your meter so it is your responsibility to keep the meter clear at all times.  Please keep your shrubbery, pets and other structures away from meters and the meter clear of ice and snow.  Not granting Generation full access to your meter at all times could result in termination of your service.  You are legally prohibited from removing and/or tampering with the meter.

Generation’s general practice is to read all customer meters at monthly intervals.  However, meters may be read more or less frequently at the Company’s option.  Actual readings of customer’s meters must be taken at least once every twelve months.  At a minimum, Generation shall make reasonable attempts to obtain actual readings of customer meters every other month, except where Generation and the customer have agreed to other arrangements.  Meter readings taken by electronic means shall be considered actual reading (i.e. automated meter reading equipment).

In the event that Generation does not read your meter an estimate will made.  This estimate will be based upon the previous usage history at this location.

Within 30 business days of a request of a customer, the company shall have the meter tested, in the customer’s presence if desired, to verify its compliance with section 4933.09 of the Ohio Revised Code.    A written explanation of the test results shall be provided to the customer within 10 business days of the completed test.  If the meter is proved correct, within three percent (3%) fast or slow, the customer shall pay a fee.    Generation will inform you of the fee prior to performing the test.  If the meter is proved incorrect, no fees or expense shall be charged to the customer.  Generation will replace the meter at no charge and pay or credit the customer for the overcharges.  Generation may charge the customer for up to 12 months of unbilled gas usage.

Billing and Billing Accuracy

Generation’s rates are available by request at our office located at 445 Hutchinson Ave., Suite 830, Columbus, OH 43235 or by phone at 614-505-7210.

Billing errors can and do occur.  These errors can happen due to human error, equipment failure or the inability to collect the correct meter reading.   When a billing error occurs, Generation will correct the problem as soon as possible.  If we over bill your account, a credit or a refund will be issued promptly.  If we under bill your account, you must pay the additional charges.  We will not require you to pay the additional amount in a lump sum but will offer a reasonable payment arrangement.

If you think your bill is incorrect, there are several ways to check the accuracy.

  • Read your meter.  If you question the amount of gas you have used always check the reading on the meter.  Remember that your usage will most likely have increased since the time Generation read your meter and when you are reading your meter.
  • Compare your bill to one you received at the same time last year to see if there was any change in your usage.  Remember to compare the difference in usage and not in total costs since prices can change from year to year.  You should also take into account change in living conditions and changes in weather conditions.  You have the right to request your usage history for the last 36 months.
  • Call Generation with any questions or concerns you have regarding your usage and bill.

You can pay your monthly bills in the following ways:

By check – All checks should be made payable to Generation Pipeline:

  • Mail your payment to 445 Hutchinson Ave., Suite 830, Columbus, OH 43235
  • Drop your payment off at our office located at 445 Hutchinson Ave., Suite 830, Columbus, OH 43235

By cash – Never mail cash

  • Drop your payment off at our office located at 445 Hutchinson Ave., Suite 830, Columbus, OH 43235

By phone – Pay your bill by phone with a checking account, savings account.

Termination of Gas Service

Each customer is responsible for paying the total amount due by the due date indicated on the billing statement.  If payment is not received, Generation has the right to terminate natural gas service after sufficient written notice is given.  If termination for non-pay does occur, Generation will reconnect service after payment in full is received or payment arrangements are reached.  If termination does occur, a security deposit may be required.  To schedule reconnection for the same day, you must call us before 12:30 p.m. Monday through Friday.  Otherwise reconnection will be scheduled for the following regular business day.  No service reconnections will be performed after normal business hours.  Access to your premises MUST be provided to company personnel to inspect and light appliances at the time of reconnection.

Termination of your gas service can occur during the heating season, typically November 1st through April 15th, if you fail to make your payments or follow payment arrangements.  The PUCO issues special winter reconnection rules during the winter season to help customers avoid disconnection or establish reconnection, however, the rules outlined in the program must be followed to be eligible.  These rules are issued prior to November 1st and can be found at www.puco.ohio.gov.

If you are unable to pay the amount due by the scheduled due date, please contact our office to discuss payment arrangements.   To avoid termination of service, payment arrangement can be negotiated if you have not defaulted on prior arrangements.

Medical Certification:   A medical certificate can delay termination of service if disconnection would be especially dangerous to the health of a permanent member of your household.  Although the certification does not reduce the amount owed on your gas bill, it does allow up to 30 days to make payment arrangements or obtain financial assistance.  The certification may be renewed for up to two additional 30-day periods. A licensed physician, physician assistant, clinical nurse specialist, certified nurse practitioner, certified nurse-midwife, or local board of health physician must sign the certificate. If you qualify for medical certification, you should still try to pay whatever you can afford to avoid a higher bill when the certificate expires.

There are income-eligible assistance programs available such has HEAP, E-HEAP and Weatherization Assistance.  Applications for assistance programs are available at the following locations:

  • Call HEAP toll-free at (800) 282-0880 or visit www.delveopment.ohio.gov
  • Local libraries
  • County Departments of Job and Family Services
  • Area Agencies on Aging
  • Local Community Action Agencies

Termination can also occur for tampering with Generation’s equipment or meter, stealing service, fraudulently obtaining Generation service, failing to provide access to your meter or other equipment, or violations of rules approved by the PUCO which may cause harm to individuals or damage to Generation’s equipment.

Complaint Procedures

If you have a question regarding your natural gas bill or a general utility question, please call Generation Pipeline at 614-505-7210.  Generation will investigate and reply as soon as possible.

If your complaint is not resolved after you have called Generation, or for general utility information, residential and business customers may call the Public Utilities Commission of Ohio (PUCO), for assistance at 1-800-686-7826 (toll free) from eight a.m. to five p.m. weekdays, or at http://www.puco.ohio.gov.  Hearing or speech impaired customers may contact the PUCO via 7-1-1 (Ohio relay service).

The Ohio Consumers’ Counsel (OCC) represents residential utility customers in matters before the PUCO.  The OCC can be contacted at 1-877-742-5622 (toll free) from eight a.m. to five p.m. weekdays, or visit www.pickocc.org.