Frequently
Asked
Questions

We’ve talked to people in your community.
Here’s what they asked.

We’ve visited the communities where we have expansion plans, and we’ve spoken to community members. Here are answers to some of the questions we’re most often asked.


About connecting to natural gas

About signing up for natural gas service

  • If I don’t apply this year, can I still receive gas service in the future?

    Once natural gas is available on your street, we will continue to connect customers to natural gas in subsequent years. The timing will be dependent on factors such as the weather and when we receive your application.

  • How do I set up a Union Gas account?

    It’s easy to set up a Union Gas account. You can sign up online here or contact our Customer Contact Centre at 1-888-774-3111, Monday to Friday from 8 a.m. to 6 p.m. Our representatives can also arrange for other convenient services such as paperless billing, automatic payment plan and equal billing plan.

  • Are there any additional charges I should be aware of?

    New customers are charged a one-time account opening charge of $35 for residential customers and $38 for business customers. This charge helps offset the cost to inspect your new gas line and set up your account. For business customers, the charge for each service may be priced separately based on the amount of natural gas used and size of your service line and gas meter.

About construction

  • As a new community expansion customer, why do I have to pay an additional charge towards the construction costs of the project? Why do customers living in other expansion communities pay for a shorter time period?

    To enable us to extend natural gas to rural areas where the cost of building the pipeline is more expensive than the revenue it generates, the province’s energy regulator—the Ontario Energy Board—has approved an additional new customer charge of 23 cents for each cubic meter of natural gas used for a limited time period. The length of time this charge remains in effect varies by community because the overall cost to serve each community differs based on things like the distance of the community from an existing natural gas pipeline. Even with this added charge, you will still save up to $1,500* a year on home and water heating by switching to natural gas.

  • How deep underground will the gas pipe be buried?

    Union Gas will meet all safety standards and codes for pipeline depth, which is no less than 0.6 metres of ground cover for the main pipelines along streets, and 0.3 metres for smaller services running from the street to individual homes and businesses.

  • Will my lawn or property be damaged during construction?

    Where practical, pipelines will be installed using an underground drilling technique which minimizes surface disturbance. If your property is disturbed during the connection, it will be restored to its original state.

  • Where will my gas meter be located?

    In most cases, the gas meter will be installed on the side of your house opposite to your driveway. In determining where your new meter will be located, we will take into account a number of factors including location of existing equipment, landscaping and accessibility for meter reading and servicing.

  • Will the new gas line interfere with other underground utility services connected to my home?

    For your safety, we work with our authorized partners to have critical underground services located and marked before we will install your new gas line. In some cases, access to the inside of your home may be required to ensure the gas line will not interfere with other services, such as your sewer connection. Always ensure that any marks, flags or stakes are not moved or tampered with before we install the gas line.

  • How will you ensure this pipeline is safe?

    Safety is our top priority. Union Gas has been safely delivering reliable and clean natural gas to homes and businesses for over 100 years. Our pipelines are designed to meet rigorous safety standards and we have an extensive pipeline integrity management program to ensure that once installed, our pipelines remain in safe operating condition.

  • How will you ensure construction of this pipeline won’t negatively impact the environment?

    We take our responsibility to manage the impacts of our operations on the environment very seriously. That is why we meet or exceed strict government and regulatory requirements, and proactively manage environmental issues to minimize impacts to the environment in the communities where we operate.

*Annual cost and saving estimates are based on January 2017 or January 2018 fuel rates for a four-person home using 2,200 or 2,350 cubic meters (m3) of natural gas a year, depending on community, for space and water heating. Estimates include a surcharge of $0.23/m3 (see project pages for specific details) for pipeline construction costs. Estimates also include the provincial government’s Fair Hydro Plan reduction for electricity.