Customer Awareness

We are committed to operating safely and in an environmentally responsible manner. Our mission to deliver natural gas for a better tomorrow guides the safe operations of our business and serves as a reminder that we also live and work in the areas we serve. We are your neighbors, friends and family. Operating safely is not just a commitment to our customers, it’s the commitment to a better tomorrow for us all.

What to Know About Natural Gas Utilities

  • Our job is to provide customers with reliable natural gas service through an expansive system of regulated natural gas pipelines.
  • Our pipelines are designed, installed, tested and maintained to meet federal, state, and industry requirements. 
  • A focused system integrity strategy makes us efficient and proactive in providing safe and reliable natural gas service to more than 2.3 million customers throughout the Midwest. 
  • Pipelines in many areas are underground and you should always be aware of safety measures related to natural gas.

Frequently Asked Questions

  • How Do I Identify Your Employees?
    Kansas Gas Service employees carry a company photo identification card, and many wear uniforms. Ask to see proof of identity before allowing anyone into your home. Call Customer Service (800-794-4780) if you are uncertain about why we need to enter your home or to confirm the employee's identity. Our employees understand your desire to verify that they have a reason to enter your home.
  • How Can I Prepare for the Heating Season?

    Care should be taken that nothing obstructs a heater’s air intake and that vents and flues are intact and unblocked to avoid the potential for carbon monoxide (CO) poisoning. Kansas Gas Service recommends customers have a qualified contractor inspect heating and cooling equipment annually and also install and maintain carbon monoxide detectors according to manufacturer’s instructions. If you suspect the presence of carbon monoxide, leave the area immediately and call 911. Refer to these helpful tips for avoiding CO in your home.

    Save Energy and Money
    Despite the cold, customers can reduce the impact of the weather on their bills with some conservation steps:

    • Make sure heaters are correctly adjusted and running with clean filters.
    • Add weather-stripping and seal windows and doors.
    • Consider lowering the thermostat at night.
    • Seal off unused rooms to prevent unnecessary heating.

    You may also sign up for the Average Payment Plan, which reduces the monthly bill fluctuations by spreading your natural gas expenses throughout the year.

  • How Do I Read My Meter?

    Most of our meters are located above ground along property lines or in the utility easement. Visit the How to Read Your Meter page to learn meter reading and reporting basics.

  • How Can I Better Understand My Bill?

    We have a dedicated page on understanding your bill. You can view it here.

  • How Do I Avoid Utility Scams?

    Keeping our customers and our communities safe is important to Kansas Gas Service. To help you avoid being the victim of fraudulent activities, we've provided information below.

    It is important to always remember:

    • Kansas Gas Service does not collect a payment in person.
    • Our employees wear Kansas Gas Service-logoed blue denim shirts and jeans.
    • Kansas Gas Service employees carry a company ID.
    • Our employees drive Kansas Gas Service-logoed vehicles.
    • Properly dispose of your paper bills by shredding or destroying them so your personal information cannot be obtained. Consider enrolling in e-statements by logging in to your account and selecting the Electronic Statements toggle.

    How to Avoid Falling for Scams*

    Be wary of giving personal information over the phone.
    Never provide your Social Security Number, credit card number or banking information to anyone requesting it over the phone or at your home unless you initiated the contact and feel confident with whom you speak.

    Use your own personal information.
    Always pay your bills with your information; never pay your bills with information that is not yours.

    Do your research.
    If you receive a call claiming to be your utility company and feel pressured for immediate payment or personal information, hang up the phone and call the customer service number on your utility bill.

    Beware of the door-to-door sales approach.
    Never allow anyone into your home to check electrical wiring, natural gas pipes or appliances unless you scheduled an appointment or reported a utility problem. Always ask utility employees for proper identification.

    Be proactive.
    Contact your bank immediately if you suspect fraud. Also contact the three national credit bureaus - Equifax, Experian, and TransUnion and request a notation made on your account to avoid impacts to your credit.

    Inform others.
    Share this information with friends and family so they do not become victims. Older people are common victims of this type of scam, but anyone can be a victim.


    *Source: Better Business Bureau

  • What Is The Cold Weather Rule?

    The Cold Weather Rule allows for special payment and disconnection procedures for residential natural gas customers with unpaid accounts to continue or restore service throughout the cold weather period (November 1 through March 31).

    The Kansas Corporation Commission oversees the provisions of the Cold Weather Rule for all Kansas utility companies, which states:
    A utility shall not generally disconnect a customer’s service from November 1 through March 31 when the local National Weather Service forecasts that the temperature will be below 35 degrees within a 48-hour period.

    To prevent service interruptions when the temperature is 35 degrees or above, or to have service restored regardless of temperature, you must comply with the following conditions:

    1. Inform the utility if you are unable to pay the bill in full.
    2. Provide the utility with sufficient information to enter into a monthly payment agreement.
    3. Pay one-twelfth of the total account balance, including all disconnection or reconnection fees, plus any required deposit installment.
    4. Enter into an 11-month payment plan to pay the remainder of the account balance, plus the current bill. You may select the Equal Payment Plan for current and future consumption.
    5. Apply for federal, state and/or local energy-assistance funds.

    Kansas Gas Service is required to give notice 10 days in advance of discontinuing service. We will make every attempt to contact you by telephone, however, if you cannot be reached, a disconnect notice will be placed on your door the day before your service is discontinued.