Frequently Asked Questions

We will let you know at least eight hours in advance of an interruption via your preferred contact method (recorded phone message, fax, email, or text).

We’ll let you know the date and time the interruption will start, and we’ll let you know when it will end. You’ll also know if the interruption applies to Sales gas customers, Transportation gas customers, or both.

You’re required to:

• Keep your contact information up to date, including a phone number where we can reach you 24/7, including weekends and holidays.
• Make sure your dual-fuel equipment is fully operational. Don’t wait for an interruption to make sure it works. Please test your equipment before and during heating season.
• Have an adequate supply of your alternate fuel on hand at the start of the heating season. Please replenish this fuel as needed after each interruption.
• Switch to your alternate fuel before the start time of the interruption and stay on it until the end.

If you have a problem that prevents you from switching to, or staying on, your alternate fuel source, you need to call us within an hour at 1-212-460-3459. Leave a message with your name, address, phone number, and a description of the problem. If the line is busy, please send us this information in an email.

Repairs should be completed within 48 hours; but if you’re able to repair your equipment while the interruption is still in effect, you must switch back to your alternate fuel until the interruption ends. Either way, you’re required to send us documentation of the completed repair.

Letting us know about an equipment failure won’t exempt you from any unauthorized usage charges or associated penalties. Failure to interrupt your use of gas due to inoperable dual-fuel equipment counts as a violation.

You will be billed for all gas consumed during the interruption that exceeds two therms per hour permitted for ignition. The charge will be based on the higher of nine times the appropriate monthly interruptible gas rate, or two times the cost of gas plus the applicable delivery rate.

If you fail to comply with any two interruptions during the heating season, in addition to the charges above, you will be transferred to the appropriate firm service rate for the rest of the heating season, plus an additional 12 months.

You’re allowed one exception per heating season.
If an equipment failure prevents you from switching to, or staying on, your alternate fuel, you will be charged for unauthorized use.
This won’t count toward your two violation limit if you do all three of these things:

1. Notify us about the problem within one hour. Call 1-212-460-3459 and leave a message with your name, address, phone number, and a description of the problem.
2. Fix the problem within 48 hours.
3. Provide us with documentation proving the repair is complete and that you’re prepared to comply with the interruption, if it is still ongoing, or with future interruptions.

You will still be charged for unauthorized usage even if we give you a one-time exception.