The Colorado Public Utilities Commission ("PUC") has authorized the procedures described here to ensure that all customers are treated fairly. If a problem should arise, we urge you to contact Atmos Energy as soon as possible so we can work towards a reasonable solution.
This information explains your rights and responsibilities as a Colorado Atmos Energy natural gas customer with regards to the disconnection of service for nonpayment of a deposit or a delinquent account. The Colorado Public Utilities Commission ("PUC") has authorized the procedures described here to ensure that all customers are treated fairly. If a problem should arise, we urge you to contact Atmos Energy as soon as possible so we can work towards a reasonable solution.
You have the right to appeal a decision and/or file a complaint with the Colorado Public Utilities Commission at: External Affairs 1560 Broadway, Suite 250 Denver, CO 80202 phone: 303.894.2070.
What are customer responsibilities?
How can customers get help paying their Atmos Energy bill? If you are struggling to pay your natural gas bill, help is available. • State and federal financial assistance may be available. To locate an energy assistance agency near you click here or call 211. Qualifications may apply. • Low-income residential customers may qualify for the Percentage of Income Payment Plan. • Installment plans are available. You can set up an installment plan that will spread out the payment of your balance over time. Call us at 888.286.6700 or log in to your Account Center to set up a plan that works for you. • Atmos Energy partners with Energy Outreach Colorado and the Colorado Energy Office to manage and provide funds for bill payment assistance, home weatherization assistance, and energy efficiency services to low-income qualified Coloradans.
What can customers do if they believe a bill is in error?
• Call Atmos Energy’s Customer Contact Center immediately to discuss or dispute your bill. Do this before the due date if you are disputing a bill or before the expiration date if you are disputing a disconnection notice. We will not disconnect service for nonpayment of the disputed portion of a bill while it is being reviewed. • Customers can suspend payment of the disputed portion of a bill while dispute procedures are in progress. • If you agree to an installment plan, you give up your right to dispute the amount due under the agreement. If you do not fulfill the terms of the agreement, we may disconnect service and will not offer you a new installment plan before we disconnect service. • To appeal an unfavorable decision, contact the Colorado Public Utilities Commission at External Affairs, 1560 Broadway, Suite 250, Denver, CO 80202, phone 303.894.2070.
How can customers pay an Atmos Energy bill? The amount shown on your bill as TOTAL AMOUNT DUE should be received in time to post to your account by the DUE DATE shown.
To make a payment: • Pay online with a one-time bank draft or login to the Account Center to pay your bill and manage your account. • Call us at 888.286.6700 to pay through the automated phone system. • Visit an Authorized Payment Center. To locate one near you, click here. A copy of your bill is required. (A fee may be charged by some payment centers. Payments to unauthorized payment centers may cause delays and termination of your gas service.) • Sign up for Mobile Wallet to pay your bill from your smartphone. • Residential customers can use Visa, MasterCard, and Discover for payments by phone or online.
When can service be discontinued?
The PUC has authorized Atmos Energy to discontinue or refuse to supply natural gas service under certain circumstances.
Disconnection without notice:
• Atmos Energy finds that a hazard or unsafe condition exists. • A customer’s use of equipment adversely affects Atmos Energy’s system. • There is evidence of tampering with Atmos Energy’s equipment or of unauthorized use of gas.
Disconnection with notice:
How can service be reinstated after disconnection? If natural gas service is disconnected for nonpayment, here is how to have your service restored: • Pay the total amount due or, if you qualify, establish an installment plan to pay the amount due plus a deposit, if necessary, over the specified period. • A reconnection charge and other applicable fees may be required to restore service. To reinstitute gas service:
Other applicable fees
When payment is complete, call 888.286.6700 to schedule a re-connection of your gas service. A responsible adult must be present for Atmos Energy to reconnect your gas service.
* The "Other Than Normal Working Hours" rate will be applied when a customer requests that a service call be performed outside normal working hours and the Company agrees to perform such service.
** The "Pay Center Transaction Fee" is applicable only when a customer pays the Company’s Authorized Payment Center on the day of discontinuation of service to avoid immediate shutoff. The Pay Center Transaction Fee is determined by the third-party payment center and is currently set at $1.00.
What about emergency medical situations? Service discontinuance will be postponed to a residential customer for 90 days from the date of a medical certificate issued by a Colorado-licensed physician, health care practitioner acting under a physician's authority, or health care practitioner licensed to prescribe and treat patients which evidence that service discontinuance will aggravate an existing medical emergency or create a medical emergency for the customer or a permanent resident of the customer's household. A customer may invoke this medical waiver only once in any twelve consecutive months. Call the Customer Contact Center for additional information.
What are the rights of occupants of a residence who are not listed as the customer of record? Call the Customer Contact Center to discuss your circumstances and to determine the options available to an occupant of a service address who is not a customer of record and who has a court-ordered protection order against a customer of record for the service address.
How can a customer contact Atmos Energy? Customer Contact Center 888.286.6700 (available Monday-Friday, 7 am – 6 pm, Central, excluding holidays)
What is the Demand Side Management Program?
Colorado residential, commercial, and industrial customers can take advantage of our Demand Side Management program. This program, called SmartChoice, provides rebates for residential and commercial customers who purchase high-efficiency furnaces, tankless water heaters, smart thermostats and weatherization upgrades that save energy, money, and lower emissions. Industrial, large commercial, multifamily, and large single-family homes can qualify for the Custom Energy Efficiency Program. Click here to learn more.
La siguiente información explica sus derechos y responsabilidades como cliente de gas natural de Atmos Energy en Colorado con respecto a la desconexión de servicio por falta de pago de un depósito o una cuenta atrasada. La Colorado Public Utilities Commission (Comisión de Servicios Públicos de Colorado o PUC por sus siglas en inglés) ha autorizado los procedimientos descritos a continuación para asegurar que todos los clientes reciban un trato justo. Si surge algún problema, le recomendamos que se comunique lo antes posible con Atmos Energy para que podamos trabajar hacia una solución razonable.
Usted tiene el derecho de apelar una decisión y/o presentar una queja con la Colorado Public Utilities Comisión en:
External Affairs 1560 Broadway, Suite 250 Denver, CO 80202 phone: 303.894.2070
¿Cuáles son las responsabilidades del cliente?
¿Cómo pueden los clientes obtener ayuda para pagar su factura de Atmos Energy?
Si usted tiene dificultades en pagar su factura de gas natural, hay ayuda disponible.
¿Qué pueden hacer los clientes si creen que hay un error en su factura?
¿Cómo pueden los clientes pagar una factura de Atmos Energy?
La cantidad indicada en su factura como TOTAL AMOUNT DUE (cantidad total debida) debe ser recibida a tiempo para asentar en su cuenta en la DUE DATE (fecha de vencimiento).
Para hacer un pago:
¿Cuándo se puede descontinuar servicio?
La PUC ha autorizado a Atmos Energy descontinuar o negar el servicio de gas natural bajo ciertas circunstancias.
Desconexión sin aviso:
Desconexión con aviso:
¿Cómo se puede restablecer servicio después de desconexión?
Si se ha desconectado su servicio de gas natural por falta de pago, siga los siguientes pasos para restaurar su servicio.
* La tarifa “Fuera de Horas Normales de Trabajo” aplicará cuando un cliente pide que se lleve a cabo trabajo de servicio fuera de las horas normales de trabajo y la Compañía acepta llevar a cabo dicho servicio.
** El Cargo de Transacción de un Centro de Pago aplica únicamente cuando el cliente paga el Centro de Pago Autorizado por la Compañía el día de la desconexión de servicio para evitar desconexión inmediata. El Cargo de Transacción de un Centro de Pago está determinado por el centro de pago y actualmente está fijado en $1.00.
¿Qué sucede en situaciones de emergencia médica?
La descontinuación de servicio a un cliente residencial será postergada por un período de 90 días desde la fecha indicada en un certificado médico expedido por un médico licenciado en el estado de Colorado, profesional sanitario cualificado actuando bajo la autoridad de un médico o un profesional sanitario con licencia para recetar y tratar a pacientes y que manifieste que la descontinuación de servicio empeorá una existente emergencia médica o creará una emergencia médica para el cliente o un residente permanente en el hogar del cliente. Un cliente puede acogerse a esta excusa médica solo una vez en un período de doce meses consecutivos. Para más información llame a nuestro centro de Atención al Cliente.
¿Cuáles son los derechos de los residentes de un hogar que no son titulares de la cuenta?
Llame a nuestro centro de Atención al Cliente para hablar sobre sus circunstancias y determinar las opciones disponibles a cualquier residente que no sea titular de la cuenta y que tenga una orden de protección emitida por la Corte contra el titular de la cuenta para la dirección de servicio.
¿Cómo puede un cliente comunicarse con Atmos Energy?
Centro de Atención al Cliente
888.286.6700 (disponible lunes-viernes, 7 am – 6 pm, Central, excluyendo días festivos)
¿Qué es el Programa “SmartChoice”?
Nuestro programa “SmartChoice” ofrece descuentos a los clientes residenciales y comerciales en Colorado que compren calderas, calentadores de agua sin tanque, termostatos inteligentes y mejoras de climatización de alta eficiencia que ahorran energía, dinero y ayudan a reducir emisiones. Los clientes industriales, grandes clientes comerciales, y viviendas multifamiliares y viviendas unifamiliares grandes podrían cualificar para el programa “Custom Energy Efficiency” (eficiencia de energía personalizado). Para más información en inglés, visite atmosenergy.com/COrebates.
· Atmos Energy no desconectará servicio si la temperatura pronosticada será de 32 grados o menos durante las siguientes 24 horas.
Atmos Energy is engaged in regulated utility operations. Atmos Energy Corporation. All Rights Reserved.