COVID-19 Update

Update: 9/3/2020

Latest update: What our customers should know

  • Our temporary suspension of disconnects due to nonpayment has expired.
  • If you are having issues paying your natural gas bill, we have a variety of options to make payments or set up alternative payment plans. Please visit KansasGasService.com/CARES for information on setting up those plans.  

Update: 7/27/2020

Latest update: What our customers should know

  • In the portion of Collinsville operated by Kansas Gas Service, we have discontinued work that will disrupt service to customers unless related to an emergency or a compliance requirement, which includes disconnects and collections activities.
  • As municipalities continue to re-issue orders regarding the wearing of face masks, our current PPE requirements meet or exceed local requirements and will remain unchanged.
  • On reconnect orders, if a customer answers “Yes” to one of the three COVID questions and has paid in full or pays the 1/12th required and sets up a payment arrangement, we will suit up in full PPE to restore service to the customer without requiring a 14-day waiting period. This also applies to reconnects associated with planned or unplanned outages due to damage or system integrity and disconnect errors. Reconnection of service will be governed by adequate supply of PPE.
  • We continue to monitor numerous factors including employee resources, the availability of PPE, CDC guidelines and local hospitalization capacities among other data points, then follow the data to determine any future changes.
  • Our current guidance regarding the use of face coverings aligns with local mandates. ONE Gas already has safety requirements in place that call for the wearing of face masks in common areas and when a social distance of at least 6 feet cannot be maintained.
  • Our employees are either screened through a thermal temperature process or use a self-service verification app that pre-screens them for symptoms of potentially infectious or contagious conditions before they arrive to a work site.
  • Our Environmental, Safety and Health team bases its decision-making on multiple data points gathered through its research to keep employees, our families, our customers and communities informed and safe. 
  • We will continue to monitor trends to drive decision-making and make informed decisions.

Update: 6/24/2020

Latest update: What our customers should know

Our teams continue to be committed to providing reliable natural gas service for our customers. Safety is still our top priority. As first responders, we have a responsibility to our customers, our families and our communities that we maintain the same safety protocols we’ve put into place thus far. These include increased personal hygiene, social distancing and the wearing of face masks.

Some municipalities are issuing mandatory orders to wear face masks. ONE Gas already has safety recommendations in place that call for the wearing of face masks in common areas or when a social distance of at least 6 feet cannot be maintained.

We want to make customers aware that if they owe a past due amount on their natural gas bill and receive a disconnect notice, we can still work with them on payment options and arrangements – but they must reach out to us. Our goal is to work with customers to prevent any chance of disconnection. Since early May, we have proactively communicated to all customers and those who were in danger of disconnection of services of the financial resources and payment arrangements and options available to them.

Our commitment to deliver safe, reliable natural gas has remained constant. We’ve continued to monitor and maintain our natural gas distribution pipelines, purchase the gas that fuels our customers’ homes and businesses, and have representatives available to address customer service needs. With that comes financial obligations the company must meet that allows us to maintain the quality of service our customers have come to expect and deserve. 

Another reason it is important that customers contact us as soon as possible to work out a payment plan is to prevent customers from facing longer-than-usual reconnect times due to the ongoing COVID-19 pandemic and its impact to our operations. The best approach is to work with us to avoid disconnection altogether.

Due to safety precautions associated with the pandemic and to protect the safety of our employees and our customers, we have temporarily suspended our “knock and collect” payment option and have replaced it with a text and virtual payment option.  

We are waiving late fees through the end of 2020 to help residential and small business customers with making payments.

Reminders

  • Safeguarding against the spread of the virus is a critical need in our communities, and because of the nature of their job, our employees play an important role in helping to provide the safe delivery of natural gas while protecting each other and our customers from the virus.
  • Before being dispatched or entering a customer’s home or business, our employees will ask additional questions to protect their health and safety and that of our customers.
  • Technicians that enter homes will be dressed in additional personal protective equipment (PPE) as necessary. 

Update: 5/13/2020

Latest news: What our customers should know

Low Income Energy Assistance Program (LIEAP)

Kansas Gas Service wants our customers to have all the resources necessary to get through these times, including bill pay assistance. 

The Low Income Energy Assistance Program (LIEAP) is a federally funded program that helps eligible households pay a portion of their home energy costs by providing a one-time per year benefit.

The Department for Children and Families announced the agency is adding a second opportunity for Kansans to apply for the Low-Income Energy Assistance Program (LIEAP). The new application period begins May 1 and runs through May 29. During these difficult times, you may find you qualify even if you haven’t qualified in the past.

For more information and to apply, please visit the Department for Children and Families’ website here.


Update: 4/20/2020

Latest news: What our customers should know

Essential Services

  • Service order requests for rebuilds, service kills and relocations are being accepted, however customers may experience delays in order completion.

Help for Local Communities

  • The ONE Gas Foundation has donated $250,000 to non-profit organizations in Oklahoma, Kansas and Texas to provide emergency relief assistance to residents impacted by COVID-19.
  • The donated funds will be available through established community nonprofit organizations throughout the company’s operating areas, including the Greater Kansas City Community Foundation, Austin Community Foundation, El Paso Community Foundation, Tulsa Community Foundation, Topeka Community Foundation, United Way of Central Oklahoma and Wichita Community Foundation.
  • We are working with smaller service area community partners to also provide relief assistance including the Salina Area United Way.
  • The ONE Gas community relations team continues to work with community partners to assess relief needs during this pandemic.

Resources for Impacted Customers

  • In order to lessen any financial hardship the pandemic may have on our customers, we have extended our suspension of disconnects due to nonpayment through May 31.
  • We offer a variety of options to make payments or set up alternative payment plans. A new resources page has been created at KansasGasService.com/CARES for customers seeking quick access to information related to making payments and getting assistance.

When dispatching our technicians to customer premises, to assist us in supporting the safety of our customers and employees, customers will be asked the following questions:

  • Have you or anyone in the home experienced flu-like symptoms or signs of COVID-19 (Coronavirus), such as fever, cough, or shortness of breath, in the last 7 days?
  • Have you or anyone in the home been exposed to anyone that has tested positive for COVID-19 (Coronavirus) within the past 14 days?
  • Have you or anyone in the home tested positive for COVID-19 (Coronavirus) within the past 14 days?
  • If any question is answered ‘Yes’, we cannot enter your premise for at least 14 days from the day to allow sufficient time for exposure risks to be eliminated. Please call us back to schedule your order after this 14-day waiting period when the COVID-19 exposure risks are no longer present. We can consider a request for service prior to the 14-day waiting period upon receipt of medical documentation confirming a negative COVID-19 test result.

To maintain a safe working environment for those who continue to work from our facilities, ONE Gas recently implemented health screenings, which includes temperature checks, at a number of its facilities to keep anyone who may be running a fever from entering the premises.


Update: 4/9/2020

Latest news: What our customers should know

  • We have created a dedicated page of resources and options for paying your bill for those impacted financially by the pandemic.

  • While performing any interior work, our employees will ask individuals within the home to go to a different room for maximum distancing.

  • As an essential business, residents can still expect to see our technicians conducting routine surveys of our natural gas pipelines and assets throughout various communities. Our employees have been instructed to continue practicing social distancing and take additional hygiene measures.

  • At times, our technicians may need direct access to our pipelines and equipment, which may be buried in your yard. This will typically take only a few minutes and does not require access inside your home. These routine checks help maintain the safety and reliability of our system.

  • While our technicians and contractors are working, please allow appropriate social distance, which may include temporarily relocating to another area in your home.

  • In response to new recommendations from the Centers for Disease Control and Prevention (CDC) and Occupational Safety & Health Administration (OSHA), we’ve increased our personal protective equipment (PPE) to add respirators for service technicians responding to ALL customer orders. Additionally, our employees have been advised to follow the CDC’s recommendations regarding the voluntary use of cloth face coverings.

  • Service order requests for rebuilds, service kills and relocations are being accepted, however customers may experience delays in order completion.

 


Update: 3/31/2020

Latest news: What our customers should know

  • To further protect our employees and customers, we are limiting employee contact with the public. For field operations, we will scale back work as resources dictate, which will be determined by local operations management.
  • Technicians that enter homes will be dressed in additional personal protective equipment (PPE) as necessary.
  • While performing any interior work, our employees will ask individuals within the home to go to a different room for maximum distancing. 
  • These additional precautions will not change the company’s commitment to providing customers with high quality service. Rather, these efforts are another way to put safety first and help flatten the curve and further protect our community.
  • The health and safety of our employees and our customers is always our top priority. Our technicians dispatched to your house are neither under quarantine nor exhibiting known signs of the virus. Our employees are practicing proactive hygienic steps, social distancing practices and wearing personal protective equipment (PPE) to promote a safe environment for our customers. 

 

Update: 3/26/2020

Essential Services

  • The U.S. Department of Homeland Security, Cybersecurity and Infrastructure Security Agency (CISA) has identified natural gas utility workers as “Essential Critical Infrastructure Workers” for the energy industry.
  • We take our responsibility of being an essential service to heart. We are here and ready to continue providing service when you need it most. We understand natural gas is critical to ensuring community and national resilience during the COVID-19 response.
  • Natural gas is used to meet everyday needs like heating our homes, cooking, drying clothes, and heating water for showering and sterilizing equipment.
  • Natural gas utility service is essential to not only those at home helping to flatten the curve to support our medical providers and prevent community spread, but also to restaurants, manufacturing plants and emergency responders trying to figure out how to do business in this challenging environment.

 

Update: 3/20/2020

It is standard practice for our employees to ask every day: “Are we being careful and keeping safety top of mind?”

Today, the Coronavirus (COVID-19) has added a critical need for safeguarding against the spread of the virus in the community. Companies have a responsibility to do everything they can to limit the virus’ spread and help “flatten the curve.”

Safety First
Because of the nature of their job, field employees can play an important role in helping to protect each other and customers from the virus. We have heeded the local, state, and federal governments’ recommendations of social distancing and implemented proactive, precautionary measures. Before being dispatched or entering a customer’s home or business, additional questions may be asked to protect the health and safety of our customers and employees.

Maintaining Quality Service
These additional precautions will not change the company’s commitment to providing customers with high quality service. Rather, we view these efforts as another way to put safety first. As we seek to protect our customers and employees, in limited circumstances, customers may experience delays.


 

Update: 3/17/2020

During this rapidly evolving Coronavirus (COVID-19) pandemic, we want to reassure our customers that their safety and reliance on receiving natural gas at their homes and businesses remains our top priority.

Ready to Help and Here for Customers
In order to lessen any financial hardship the Coronavirus (COVID-19) pandemic may have on our customers, we are temporarily suspending disconnects due to nonpayment through April 15. We offer a variety of options to make payments or set up alternative payment plans. If you are facing financial difficulties, please contact us to discuss short-term payment extensions and long-term payment assistance.

The Share The Warmth program also provides energy assistance to those whose immediate financial resources simply cannot cover their home-heating expenses. Find out more information at KansasGasService.com/special-services/share-the-warmth

Continuing to Respond to Emergencies
Throughout this pandemic, our teams remain hard at work. If you lose gas service or have an emergency, you can report it to us by calling 888-482-4950 at any time.


 

Update – 3/16/2020

Latest news: What our customers should know

  • Due to the spread of the Coronavirus (COVID-19) and the increased potential risk to employees and customers, we are taking enhanced precautions and adjusting operations as necessary.
  • We are prepared to meet the demands of this situation. Our operations remain stable and secure, as our teams are committed in continuing to provide reliable natural gas service for our customers.
  • To continue providing safe and reliable service, we have implemented additional safety protocols and will ask customers additional questions when dispatching our technicians to homes or businesses.
  • In order to lessen any financial hardship, the Coronavirus (COVID-19) pandemic may have on the company’s valued customers, we are offering alternative payment options.

In order to continue providing safe and reliable service, customers will be informed that we have implemented additional safety protocols when dispatching our technicians to customer homes or businesses. To assist us in supporting the safety of our customers and employees, customers will be asked the following questions:

  • Are you or anyone in the home experiencing flu-like symptoms or signs of acute respiratory illness?
  • Are you or anyone in the home currently under quarantine or have you or anyone in the home been exposed to anyone that has tested positive for COVID-19 (Coronavirus)?
  • Have you or anyone in the home tested positive for COVID-19 (Coronavirus) and are currently under quarantine?

If the answer is yes to any of these questions, our employees will not be allowed to enter an impacted premise for any reason; that means we will respond to a gas emergency without entering the premises. Once the quarantine has been lifted, we will be able to schedule a service-related request and enter the customer premises.

We will continue to update this page as the situation develops so please check back regularly. You can also contact us and follow us on Facebook and Twitter.


 

A Message from our CEO

Dear Valued Customer,

At Kansas Gas Service, a division of ONE Gas, our top priority is the health and safety of our employees, our customers and our communities. That’s why we are closely monitoring the coronavirus, or COVID-19, and taking precautions to provide you with the best possible service while protecting our employees and you, our customer.

We have a comprehensive, multi-tiered response plan with guidelines in place for our employees and how we provide service to our customers. Currently, all our operations are functioning normally. We will update our plan as needed based on conditions within our service areas and the states where we operate in consultation with local health agencies and the Center for Disease Control.

Visit this website for regular updates on COVID-19 and any changes to our operations.

Thank you for your continued loyalty.

CEO Signature

Pierce H. Norton II
Chief Executive Officer, ONE Gas

 

Additional actions we’re taking to keep you safe:

  • Safety First: At this time, our employees will continue to go into customer homes with an increased focus on social distancing (maintaining a 6-foot distance from others) and other proactive hygienic practices. Technicians dispatched to your house are neither under quarantine nor exhibiting known signs of the virus.
  • Preventative Care: We have advised all employees to increase proactive hygienic steps like washing their hands frequently and covering sneezes and coughs. Employee exhibiting symptoms of any potential illness or who believe they may have an increased risk of exposure have been advised to stay home. Additionally, employees traveling to potentially high-risk areas have been advised to consult with our HR department prior to their return to work.
  • Abundance of Caution: We’re providing extra disinfectant wipes and hand sanitizers at every employee work location. Employees are encouraged to clean and disinfect workspaces, vehicles and shared equipment above and beyond our normal protocols.

If you have any concerns about the service you receive, please call our customer service line at 800-794-4780.

 

Update: 3/12/2020

At this time, our operations are functioning normally. We will continue to monitor and update our operations based on CDC guidelines and in consultation with local health agencies based on conditions within our service areas and the states where we operate.

For more information on COVID-19, please visit the Center for Disease Control FAQ page. Additionally, the CDC’s recommended prevention tips are available here.

 


To report a natural gas odor or emergency, leave the area immediately and then call 911 and 888-482-4950.