Customer Bill of Rights

As a customer, you have certain rights, determined by the New Jersey Board of Public Utilities (BPU). We have listed those rights here. Please become familiar with them so you can be sure to receive the best service possible.
  • You have the right to utility service if you are a qualified applicant.
  • You shall not be asked to pay unreasonably high deposits as a condition of service or to make unreasonable payments on past due bills.
  • If you are an electric or natural gas customer, you have the right to budget billing or payment plans.
  • You have the right to have any complaint against your utility handled promptly by that utility.
  • You are entitled to at least one deferred payment plan in one year.
  • You have the right to call upon the New Jersey Board of Public Utilities to investigate your utility complaints and inquiries. During a BPU investigation, your service may not be terminated for nonpayment.
  • If you suspect your meter is not working properly, you have the right to have the meter tested, free of charge, once a year by your utility. For a $5 fee, the meter test will be conducted under the supervision of the staff of the BPU.
  • You have the right to a written notice of termination, 10 days prior to discontinuance of service.
  • Your residential service may be shut off, after proper notice, Monday through Thursday, 8 a.m. to 4 p.m. A utility may not shut off residential service involuntarily on Friday, Saturday, Sunday, or a holiday, or the day before a holiday, or if a valid medical emergency exists in your household.
  • Winter Termination Program: If you are an elderly or low-income customer having financial problems paying your bill, you should request to have the company enroll you in a budget plan in accordance with your ability to pay. You are required to make good faith payments of all reasonable bills for service and in return are assured of the right to have gas and electric utilities service from November 15 to March 15 without fear of termination of such service.
  • If you live in a multi-family dwelling, you have the right to receive posted notice of any impending shut-off. This notice must be posted in a common area and/or sent individually to all occupants.
  • You have the right to have a “diversion of service” investigation if you suspect that the level of consumption reflected in your utility bill is unexplainably high.
  • Service shall not be shut-off for non-payment of repair charges, merchandise charges or yellow page charges nor shall notice threatening such discontinuance be given.
  • You have the option of having a deposit refund applied to your account as a credit or of having the deposit refunded by separate check.

We’ll be glad to answer any questions about your rights as our customer. Just call us at 800.242.5830. If you need to make a bill payment arrangement, we can help you, too. If we cannot satisfy your question or for in-state callers, you may contact the New Jersey Board of Public Utilities at 800.624.0241 or 609.341.9188.

Upon your request, Elizabethtown Gas can now send shut-off notices to both you and a designated third-party.

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