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A. How to contact us
1. How do I contact Questar Gas?
Contact us at 801-324-5111 or toll-free at 800-323-5517, Monday
through Friday, 7 a.m. to 7 p.m.
If you have a touch-tone phone, you may also access our voice-activated system to get account information. To contact a Questar Gas employee by name using our voice-activated system, call 801-324-1989.
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2. What other ways
may I contact Questar Gas?
There are two other ways to reach us:
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By e-mail
Please see the Contact Us section of our Web site.
Note: Please do not use e-mail to report an emergency situation. Responses to e-mail are sent during normal business hours and may take up to two business days after receipt.
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By mail
If you prefer to write, be sure to include
your account number and as much information as you can about the question
or concern.
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Mail payments to:
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Correspondence only, mail to:
Questar Gas
P.O. Box 45841
Salt Lake City, Utah 84139-0001 |
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Questar Gas
P.O. Box 45360
Salt Lake City, Utah 84145-0360 |
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3. How do I report a natural
gas line break, leak, odor or pressure problem?
Call 800-767-1689 (a 24-hour service).
4. What help is
available for those who are hearing impaired or speech impaired?
Customers can use the Utah Relay Service, a
communications service that assists individuals who are deaf, hard of
hearing, speech impaired and hearing impaired.
| TTY |
800-346-4128 |
| Voice |
888-735-5906 |
| ASCII |
888-735-5907 |
| Spanish |
888-346-3162 |
| VCO |
800-346-7141 |
To use this service, dial the appropriate number above. Give the agent
the number you would like to call, and he or she will stay online to relay
the conversation to Questar Gas. All calls and information are confidential.
This 24-hour relay service is provided at no cost to callers. Long-distance
calls will be billed accordingly through your telephone company.
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5. What translation
services do you have for customers who don’t speak English?
Our call center has representatives who speak
Spanish. However, we encourage other non-English speaking customers to
rely on their own community contacts for language translation.
B. Billing and Metering
1. How can I get information
about my account?
Information is available online by accessing your account. You may also call our automated phone system 24-hours a day and enter your account number. If you prefer to speak to a representative, our call center is open Monday through Friday, 7 a.m. to 7 p.m.
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2. Why are my bills sometimes
estimated?
Each month, when possible, Questar Gas
reads each customer´s meter using a remote electronic device.
Occasionally, however, meters in buildings or those with obstructions
may not transmit a signal.
In these situations, a postage-paid
postcard is left so the customer can read his or her own meter and
send in the read. If Questar Gas does not receive the postcard back,
we will calculate your bill for that month, based on your historical
usage at that residence. You may also submit a meter-read online
through your online account
access.
3. How do I read my gas
meter?
1. Face the meter and read the dials from left to right (see example).
2. Mark the exact position of gas meter's dial hands.
3. Send the postcard within two days after receiving it.
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4. How do I report a meter
reading?
If your gas meter is located inside and
it is inconvenient for someone to be home when our meter reader
calls, you may phone in your meter reading by calling 801-324-5111
or 800-323-5517.
Our meter reader will leave a postage-paid
meter reading card with instructions for reading your meter. Please
call or mail in the card immediately to ensure we have the reading
in time for your billing.
You may also submit a meter read online
by accessing your
account .
5. How do I identify a
Questar Gas representative?
When a Questar Gas representative comes to your home or business, he or
she should be wearing a brightly-colored vest and will be carrying an official
identification badge. This badge includes the representative’s photo,
name, employee number and Questar Gas's name.
If someone claiming to be a Questar Gas representative
comes to your home, please feel free to request to see his or her badge.
If the person claiming to represent us does not have a badge, DO NOT allow that person to enter your home, and immediately report the incident to the local police. If the person does have a badge but you still have doubts,
please call us at 800-323-5517. A customer service representative can determine if any
work is scheduled at your address.
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6. What factors affect
my natural gas costs?
A number of factors affect the gas bill amount. For example, the number of appliances, the efficiency of the appliances, the price of natural gas, the number of people living in the home, the amount of insulation and lifestyle can affect the amount.
In addition, homes of similar square footage and in the same proximity
may have vastly differing gas bills because gas meters are not read on
the same day. Questar Gas staggers the reading of gas meters over an 18-day
period. If one meter is read the first of the month and a neighboring meter
is read the middle of the month, both gas bills for that month will reflect
heating periods that are weeks apart. The date of service covered by your
monthly gas bill is listed under "service period."
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7. What is covered in the
monthly basic service fee?
The monthly basic service fee covers fixed
costs associated with meter reading, preparation and postage of bills,
and maintaining meters and service lines.
C. Starting, Stopping
or Transferring Service
1. How do I apply
for new service?
Residential customers: Complete the secure online New-Service
Application for Residential Customers form.
Commercial customers: Complete the secure online New-Service
Application for Commercial Customers form.
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2. How do I transfer
service into my name?
Contact our call center at 801-324-5111 or 800-323-5517. Be sure to have your account number, the date service is to be shut off at your old address and turned on at your new address.
You can also request service by accessing your account online. Login and click on the tab "Stop Service." After
the service is stopped, select "Start Service" and complete and
submit the form.
3. How do I stop service?
If an account is in your name, you are responsible
for arranging shut off and paying the final bill. Contact our call center
at 801-324-5111 or 800-323-5517. Be sure to have your account number,
the date service is to be shut off and a forwarding address.
You can also stop your service by accessing your account online. Login and click on "Stop Service" from the navigation
on the left. Complete and submit the form.
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4. How do I have
a new service line or gas meter installed?
If you are in the process of building a new home or business facility and
wish to arrange for the installation of the natural gas service line (from
the street to your structure), simply fill out the online Service Line Request form.
Note: Be advised that installation times can vary between six to eight
weeks after receipt of request.
If the service line is already installed at the property, and you need
a gas meter installed, fill out the online Meter
Set Request form. OR, contact our call center at 800-323-5517.
Note: Most city building departments will require
a clearance permit before a meter at a new structure is set and turned
on. To avoid delays, check with your builder or city building inspector.
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5. How many days in advance
do I need to schedule a service?
Typically, it's best to call two to five working days before moving. During
the fall and winter months, it can take longer because it's our busiest
time of year. You may also submit a request to stop service by accessing your account online.
6. How much does
it cost to start service?
In Utah and Idaho, Questar Gas charges $30 plus tax to initiate natural
gas service, check the appliances and activate a new account at a new or
existing home.
Questar Gas charges $15 plus tax to initiate service
and remove the meter lock so qualified individuals may turn on the meter
and light the appliances.
Questar Gas charges a $8 plus tax connection fee
if service is already on at the premises and service needs to be transferred
into a new name.
In Wyoming, there is no connection fee. However, customers are charged a $25 reconnection fee if they are shut off for nonpayment.
In most cases, Questar Gas does not require a security deposit from residential
customers. However, deposits are required upon the filing of bankruptcy,
when service is obtained fraudulently or without authorization, when service
is shut off for nonpayment or when the customer has an outstanding debt
with a collections agency.
If Questar Gas needs access to your meter and access
is not available, or if we need access inside the home, an adult (18 years
or older) will need to be on the premises at the time services are performed.
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7. Do you charge
a security deposit?
In most cases, Questar Gas does not require a security deposit from residential
customers. However, deposits are required upon the filing of bankruptcy,
when service is obtained fraudulently or without authorization, when service
is shut off for nonpayment or when the customer has an outstanding debt
with a collections agency.
If a deposit is required, the amount will be equal to the highest bill
over the past 12 months at the residence. Security deposits can be paid
in three monthly payments. The first payment must be made before service
is established or before the deposit's past-due date. The deposit, with
interest, is refunded to the customer after a good credit history has been
maintained for one year. If a customer discontinues gas service, the deposit
plus interest is applied to the account balance, and any excess is refunded
to the customer.
8. I own rental property.
Can the gas service automatically be transferred to my name when the tenants
move out?
Yes, request our service representative send you a Landlord Agreement. Sign and return the completed form to be set up this service. For more information on the Landlord Agreement, refer to our online brochure Landlord Agreement (PDF).
D. Payments
1. Have you received my
payment?
Your next gas bill will indicate if your payment
was received for the previous month´s service. You can also access your account online or call 800-323-5517 and use our automated system, or speak with a representative.
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2. How should I
pay my bill?
Questar Gas provides a self-addressed envelope with each month's bill.
When paying your bill, please make your check payable to Questar Gas. Please
write your account number on your check or money order. Mail your payment,
along with the stub from your bill, to: Questar Gas, P.O. Box 45841, Salt
Lake City, Utah 84139-0001. Please do not send cash when paying by mail.
Questar Gas also has payment drop boxes conveniently located at most Zion's and Wells Fargo banks, and other locations throughout Questar Gas's service territory. Payments are picked up regularly and timely. Please remember to use your Questar Gas envelope and include the tear-away portion of your statement. Search here for payment
Drop Box locations in your area.
3. Why does it cost extra
to pay with a credit card or electronic check?
A third party administers these payment transactions for Questar Gas and a minimum fee of $1.99 may be charged for each transaction (the fee is not a Questar Gas charge).
Questar Gas asks a third party to administer these payments to keep overhead costs down. Unlike most companies which include credit card-related fees in the pricing of their products and services, Questar Gas keeps these costs out of its rates.
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4. How can I enroll
in the Budget Plan?
Sign up by accessing your account online. Simply click on the Budget tab, complete and
submit the online form. For more information on the Budget Plan, please
download the Budget Plan brochure (PDF).
5. How can I sign
up for Auto Pay?
Sign up by accessing your account online. Simply click on the Auto Pay tab, complete and submit the online form.
E. Other Services
1. What assistance
programs are available to help me pay my utility bills?
You can find assistance through programs such as
federally-funded Home Energy Assistance Target
(HEAT), locally-funded Residential Energy Assistance through Community Help (REACH Utah),
Low Income Energy Assistance Program (LIEAP Wyoming) and Low Income Home
Energy Assistance Program (LIHEAP Idaho).
2. Who can I call
for a Green Sticker inspection, a safety check, a repair or an appliance
installation?
Call a licensed plumbing and heating contractor.
To find a contractor near you, contact the
Rocky Mountain Gas Association or look in your local telephone directory.
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