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Frequently asked questions

​Find the answers to the most frequently asked questions.

General

Does FortisBC have any special offers or promotions I should be aware of?

Our website contains an array of information relating to special offers, promotions and energy efficiency.​

Does FortisBC have any consumer information relating to gas usage and energy conservation?

Helping customers save energy is part of what we do at FortisBC. Residential customers can find useful tips and advice on how to be energy efficient at home. Saving energy is good for business too. Check out all the related information and tools that can help optimize your organization's use of natural gas.​

Account information

How do I open/close a FortisBC natural gas account?
Call Customer Service at 1-888-224-2710, Monday to Friday, from 7 am to 8 pm, or on Saturday, from 9 am to 5 pm​.
How do I let FortisBC know I'm moving?
Call the FortisBC natural gas Customer Service Centre directly with your change-of-address information, 1-888-224-2710, or e-mail us at gas.customerinquiry@fortisbc.com.
Why is my bill higher than normal?

A higher bill can be the result of increased gas use (higher consumption) or a rate change (increase in the price of natural gas).

Increased gas use – Sometimes you may use more gas than usual. This could occur because the weather is colder than normal and you are running your furnace or gas fireplace for longer periods. Guests or more people living in your home can also result in higher consumption as more people use more hot water to take showers or baths and do laundry.

Increased gas use can also occur if you have a pool or hot tub heated with natural gas, doors or windows in the home are not properly sealed or insulated, or your gas appliances are not functioning properly.

Visit the energy efficiency section of our website to discover ways to reduce your energy use — and your monthly gas bill.

Rate changes – Natural gas is a commodity traded on the open market like oil, coffee and lumber and its price can fluctuate up or down depending on a variety of factors such as weather, supply and demand, the economy and world events.

FortisBC reviews the price of the natural gas commodity with the BC Utilities Commission every three months. Since FortisBC purchases natural gas on behalf of its customers and passes the cost on without markup, any changes in the cost of natural gas are also passed on.

A message informing customers of changes to commodity rates is always printed on the FortisBC natural gas bill when a change is made. An insert is also included with your bill if the rate change is greater than five per cent and details are always available at www.fortisbc.com.

If you'd like to know more about natural gas pricing, visit our gas pricing section.​

How do I advise FortisBC that I've made a payment on my natural gas account?

There is no need to alert FortisBC after making a regular monthly payment. However, notification through to our Customer Service Centre at 1-888-224-2760 is required when gas customers have received a Notice of Disconnection.

Please note that it can take up to five business days for your payment to reach us when made through a financial institution.​

Account online

I'm trying to access my online account, but I've been locked out of the system. What should I do?

Call Customer Service toll-free at 1-888-224-2710. For security reasons, three successive and unsuccessful log in attempts to your account online will necessitate a password reset. A customer service representative will help you with this request.​

How do I revert from an online statement to a mailed statement?

If you find that you prefer to have your statement mailed to you, please access your current or most recent Online Account statement and follow the directions in the right hand column.​

Discontinuation of service

Will FortisBC notify me before cutting off my gas service?

Prior to being disconnected, you will receive a Notice of Disconnection which will be mailed separately from your bill. It will advise you of the amount which must be paid to avoid disconnection and when your gas service will be disconnected. Your latest statement will also highlight an arrears date on your account and the terms of payment required to avoid disconnection.

FortisBC only sends one notice, so do not ignore it. In order to avoid disconnection of your service, you must pay the overdue balance immediately and you must report the payment to us.

To reconnect your service after disconnection, you must pay your total bill plus a reconnection charge and a security deposit before your service is reconnected.​

Can FortisBC cut off my gas service without notice?

FortisBC may disconnect a customer's gas without notice, or may refuse to set up a new account, in the following situations:

  • The customer has not provided FortisBC with acceptable references and identification.
  • The customer has not applied for service and the home appears to be vacant. As a new tenant or owner, you must apply for a new gas account.
  • The customer has not told the truth to FortisBC about how they use their gas.
  • The customer has moved out of their home.
  • There is a defective pipe, appliance or gas fitting in the customer's home.

For more information, please refer to tariffs, terms and conditions on the FortisBC website.​

Payment plans

I've enrolled in the Equal Payment Plan, but my monthly instalment amount has changed. Why has this happened?

The monthly EPP instalments are automatically reviewed every three months and can be adjusted either up or down to reflect significant changes in the weather, your gas usage or gas rates. At the end of your billing year, you'll receive a charge or credit for the difference between the monthly instalments billed and the cost of the natural gas you've actually used.​

I recently enrolled in the Pre-Authorized Payment Plan, but I just received my monthly statement requesting payment. What's happened?

Normal payments should continue to be made until you receive a bill advising that a pre-authorized payment will be withdrawn from your account. For example, if you enrolled in the PPP in September, you must manually submit September's bill payment. October's bill payment, however, will be automatically withdrawn from your account.

Once the first payment has been withdrawn from your account, we advise all PPP customers to make sure their billing amount corresponds to what's been withdrawn. If the totals are different, call natural gas Customer Service at 1-888-224-2710.​

Security deposit

When would I have to make a security deposit?

FortisBC asks for security deposits from:

  • Customers who have poor credit history with FortisBC.
  • Customers who previously had good credit with FortisBC but who have had their service disconnected due to non-payment.
  • Customers who have no credit history with FortisBC and who:
    • do not consent to an external credit check during sign up
    • fail an external credit check during the sign-up process

If your gas service has been previously disconnected for non-payment, FortisBC might use your security deposit to cover your unpaid bills. If this happens, FortisBC will require you to provide another security deposit when you reapply for gas service.​

How much is the standard security deposit?

A standard security deposit is equal to the total of the two monthly bills with the highest consumption at the account address. Interest is paid to you annually at year-end. Your residential security deposit is returned after one year of good payment history or when you cease to be a FortisBC gas customer, whichever occurs first.

If you cannot pay all of your security deposit at one time, please contact us to arrange a monthly payment plan that will spread the security deposit out over a few months. If you arrange a payment plan to cover a security deposit, you are required to keep your current gas charges up-to-date and make the monthly payments you have agreed upon.​

Will I get my security deposit back?

FortisBC will return your security deposit, plus interest, when the first of the following two things happens:

  1. You maintain good payment history for:
    • one year for residential customers
    • three years for commercial customers
  2. You cease being a FortisBC customer.