Frequently Asked Questions
Frequently Asked Questions
I'M TRYING TO LOGIN TO MY ACCOUNT AND HAVE NOT RECEIVED MY MULTI-FACTOR AUTHENTICATION (MFA) CODE. WHAT SHOULD I DO?
We are working with our email administrators to remedy this issue so presort does not classify MFA emails as Junk. Until we have this resolved, please use the method above.
How do I open a residential or commercial account?
What rate do I pay?
What should I do if I smell gas?
If you smell gas indoors DO:
- Leave the building.
- Turn off your gas meter.
- From another location, call Cascade Natural Gas at 888-522-1130 anytime day or night to report a natural gas odor.
If you smell gas indoors, DO NOT:
- Open your windows.
- Turn any electrical switches on or off.
- Use the telephone.
- Take any other action that might cause sparks.
When you call to report a gas leak, be ready to tell the Cascade Natural Gas representative where the odor is most noticeable. Is it near an appliance? Near your meter? Or just a general odor? The representative will also ask how long you have been noticing the odor. We will send a service technician to the location of the reported odor as quickly as possible to determine if there is a problem. There are no charges associated with this type of call.
Is Natural Gas Cooking Safe?
Do I need to be at home to have my gas service started?
- If your gas service is on, we only need access to your meter to start service for you.
- If the property is vacant, with no personal belongings in it, all we need is access to the gas equipment and thermostat.
- If your gas service has been shut off, you will need to be at home or arrange for another adult to be at home when the service technician comes to turn on gas service.
Will I need to pay a deposit?
- You have an outstanding bill for prior service with Cascade Natural Gas.
- Your service was turned off for one of the following reasons:
- nonpayment of a bill
- misrepresentation of identity
- failure to pay for damages
- unauthorized use or theft of service
- You supplied false information at the time of application for service.
- You are a residential customer and did not have service with Cascade Natural Gas for a period of 12 consecutive months during the last four years and do not pass an objective credit screen.
- You request service at a residential address where a former customer who owes a past due balance for service incurred at that location still resides.
- You received two or more written Final Disconnect Notices in a twelve-month period.
- You filed for bankruptcy.
The deposit requirement can be waived if another Cascade Natural Gas customer, with good credit and who is of the same rate class, signs a written guarantee of payment. This person called the guarantor, is responsible for an amount equal to the deposit amount. The guarantor will be released from obligation after twelve months of satisfactory payments have been made.
If you are a commercial customer and have not established a satisfactory payment history with Cascade Natural Gas, a deposit will be required.
Deposits are calculated at 1/6 of the estimated annual usage for customers with heating and water heating. For customers who use gas service for space heating purposes only, the deposit will not exceed the total of the two highest months’ bills during the previous twelve months. Deposits can be paid in three installments; one third of the deposit is due at the time of application, with the two remaining installments payable within two months.
The deposit plus interest will be refunded when you leave service or have paid your bills satisfactorily for 12 months.
Is there an initiation fee?
What do I need to do when I move?
How do I get my gas service disconnected?
Can I make changes to my account online?
How does Cascade Natural Gas calculate the amount I owe each month?
A billing factor is an adjustment made to each customers bill to insure the customer receives the heating value from the gas they pay for. In general, 100 cubic feet of gas generates one therm of heat energy. However, the amount of heat generated varies depending on the weather, your altitude, delivery pressure and the source of the natural gas (Canadian or domestic). These factors are monitored and used to compute your billing factor. The volume of gas used is then multiplied by the billing factor to determine how many therms to bill. You are charged the current price per therm for natural gas used.
When is my bill payment due?
Can I pay my Cascade Natural Gas bill online?
Why does my bill seem higher than I expected?
Do you charge interest on past due accounts?
Is there a charge for collecting past due payments from my home?
Is there a charge for reconnection?
How does the AutoPay program work?
How can I switch to paperless billing statements?
What is involved in exchanging the ERT?
Where can I get more information about energy assistance?
How Does AMR work?
How does the Level Pay program work?
To see if you qualify for Level Pay or to determine what your Level Pay amount would be, please contact Customer Service at: 888-522-1130.
7:30 a.m. – 6:30 p.m. Monday – Friday
What is an ERT?
Is there a charge for returned payments?
Returned Payment Fee $20: This charge shall apply when a payment (check or electronic) is not honored and returned by the bank.
Do you have a self service telephone number available to allow customers to check account balances and make payment extensions?
Cascade Natural Gas offers self service options via your telephone any time, 7 days a week. Self service options include accessing your account balance, requesting a copy of your 24 month usage history or most recent billing statement and requesting a payment extension. Please have your 12 digit Cascade Natural Gas account number available when you call. Our customer Service number is 888-522-1130.
Do you have a landlord program?
Cascade Natural Gas offers a Landlord Program. Absentee owners who wish to keep natural gas service active at properties between tenants may enter into a Continuous Service Agreement. Check out our Property Portal page.