Your Rights and Responsibilities as a KNG Energy Customer

As a KNG customer, you have many important rights and responsibilities. These rights and responsibilities are given to you by the Ohio Minimum Gas Service Standards contained in Chapter 4901:1-13 of the Ohio Administrative Code. You can review a copy of the Minimum Gas Service Standards on the PUCO website or obtain a copy from the PUCO upon request.

The rights and responsibilities include:

  • Your right to a clear and concise bill
  • Your right to check your KNG bill for accuracy
  • Your right to fair credit and deposit policies
  • Your responsibility to pay your bill
  • Your responsibility to provide access to the gas meter
  • Your right to receive continuous KNG service if you meet your responsibilities

KNG has the responsibility to honor all these rights as well as protecting your privacy. Any information obtained by KNG Energy will be kept confidential and will only be used for company purposes. KNG does not resell or redistribute any information to any third party.

You also have the responsibility to know your rights and obligations as they relate to your natural gas service.

KNG employees may need to be on your property. Activities they may perform include, but are not limited to, maintenance, tapping the pipeline, meter reading, line locating, leak survey and pipeline patrolling. You have the right to ask the employee to identify themselves and state the reason for their visit. Please feel free to contact KNG if you have questions regarding a KNG employee.

Application for Service

An application must be completed prior to obtaining service from KNG. To request service, call 419-424-3427 or toll-free at 1-800-434-3427 or visit to obtain an application for service.

KNG does not require a security deposit for homeowners or commercial customers unless you are a previous customer with an outstanding bill. However, KNG does require a security deposit for rental customers. Please contact KNG for the amount of the deposit. Service will not be put in the customer’s name until an application has been signed and the deposit has been paid.

If you were previously a KNG customer and you owe an outstanding bill from your previous account, you must pay the outstanding bill or make payment arrangements and pay a security deposit before new service can be established.

Installation of New Service

Prior to any excavation activities, you or your qualified contractor should call the Ohio Utility Protection Service (OUPS) at 1-800-362-2764 or call 811 to have any underground facilities located. OUPS will contact KNG and other member utilities to mark underground facilities in the area. They will also tell you about any other companies that may not be registered with OUPS for you to call direct. This is a free service and is required by law.

The installation of the service line is the customer’s responsibility. The installation must be completed by a DOT qualified installer. Please call KNG for a list of DOT qualified installers. The qualified installer must also complete a Service Installation Record form once the service line is installed. KNG will need the completed form before the meter will be set.

A Natural Gas Load Information form will also need to be completed by the customer or the contractor before the service line is installed.

This is necessary for KNG to determine the correct size meter and setting.

  • A 2 PSI system is necessary when installing a generator.
  • A 2 PSI system or a larger meter may be necessary when the load totals over 250,000 Btu.

See the Service Line Installation Instructions for additional instruction information.

If you wish to have natural gas service at your home or business, KNG will strive to complete installation within three business days if no new construction is required and within 20 business days if the request requires new construction, or by the requested installation date if that date is later. If the installation is expected to take longer, we will contact you and explain the reason for the delay, what action is being taken to complete the work, and expected date of completion.

If your request requires extending the main line, KNG will contact you within 30 days of your request with an estimate of the cost of the extension and the amount of the deposit, if required. An estimated date for completion of the main line extension will be provided.
The customer owns and is responsible for the piping after the gas meter. This piping is known as the house line. All external piping must be painted and properly maintained. If not properly maintained, this piping could develop potential corrosion. The cost of replacement or repair of the customer service line and or the house line is the property owner’s responsibility.

Testing of service lines and house lines

Prior to initial operation or re-establishment of residential or commercial gas service, your service line and house lines will be tested to determine that no leaks exist. If a leak is found, KNG will not establish service until the problem is corrected.

If KNG establishes service, but leaves the gas off to one appliance, a qualified contractor can make the repairs at the appliance and restore service. If the gas was turned off at the meter, you must contact KNG at 419-424-3427 to restore service.

Periodic Leak Inspections

For safety purposes, KNG periodically conducts leak inspections of all gas mains and services. If a leak or other unsafe condition is found on your service line your gas service will be turned off at the gas meter or at the street. KNG will contact you or leave a notice with an explanation of the problem. Gas service can only be restored by KNG after the leak is repaired by a DOT qualified installer.

Natural gas is one of the safest fuels available. However, it makes sense to know what to do in case of a natural gas leak. If you smell natural gas, take action fast:

  • Leave the building immediately
  • Do not attempt to locate the leak yourself
  • Do not turn lights on or off, or operate or unplug appliances
  • Do not use telephones in or near the building
  • Do not operate or move vehicles or other equipment
  • Once you are safely away from the building, call KNG Energy or 911

At KNG we care about your safety, if you have an emergency or have any questions, call us at 419-424-3427 or 800-434-3427.


KNG owns and maintains the meter. KNG must have access to your meter so it is your responsibility to keep the meter clear at all times. Please keep your shrubbery, pets and obstructions away from the meter and keep the meter clear of ice and snow. Not granting KNG full access to your meter at all times could result in termination of your service. You are legally prohibited from removing and or tampering with the meter.

KNG’s general practice is to read all customer meters at monthly intervals. However, meters may be read more or less frequently at the Company’s option. Actual readings of customer meter must be taken at least once every twelve months. At a minimum, KNG shall make reasonable attempts to obtain actual readings of customer meters every other month, except where KNG and the customer have agreed to other arrangements. Meter readings taken by electronic means shall be considered actual reading (i.e. automated meter reading equipment).
In the event that KNG does not read your meter an estimate will be made. This estimate will be based upon the previous usage history at this location.

If you suspect a problem with your meter, within 30 business days of a request of a customer, the company shall have the meter tested to verify its compliance with section 4933.09 of the Ohio Revised Code. A written explanation of the test results shall be provided to the customer within 10 business days of the completed test. If the meter is proved correct, within three percent (3%) fast or slow, the customer shall pay a fee. KNG will inform you of the fee prior to performing the test. If the meter is proved incorrect, no fees or expense shall be charged to the customer. KNG will replace the meter at no charge and adjust the customer’s charges. If a customer’s meter doesn’t register, KNG will replace the meter. KNG may charge the customer for up to 12 months of unbilled gas usage.

Billing and Billing Accuracy

KNG’s rates are available by request at our office located at 1700 Westfield Drive, Findlay.

Billing errors can occur. These errors can happen due to human error, equipment failure or the inability to collect the correct meter reading. When a billing error occurs, KNG will correct the problem as soon as possible. If your account is overbilled, a credit or a refund will be issued promptly. If your account is underbilled, you must pay the additional charges. If the additional charge is substantial KNG will not require you to pay the additional amount in a lump sum but will offer a reasonable payment arrangement.

If you think your bill is incorrect, there are several ways to check the accuracy.

  • Read your meter. If you question the amount of gas billed always check the reading on the meter against the reading on your invoice. Remember that your usage will most likely have increased since the time KNG read your meter and when you are reading your meter.
  • Compare your bill to one you received at the same time last year to see if there was any change in your usage. Remember to compare the difference in usage and not in total costs since prices can change from year to year. You should also take into account
  • Call KNG with any questions or concerns you have regarding your usage and bill.

Budget Billing allows you to pay the same amount on your gas bill each month so you can avoid surprises and budget for your natural gas expenses. Budgets are determined by averaging your last 12 months of usage and are periodically reviewed and adjusted to keep your budget on track.

You can pay your monthly bills in a number of convenient ways.

By direct pay – Direct pay allows your gas bill payment to be taken automatically from a checking account or savings account at the financial institution of your choice. Residential accounts may sign up to have payments automatically charged to a Visa or MasterCard account each month. If you wish to automate your payment, please call our office or register through our online service and complete the steps for Auto-Pay.

Payments can be debited from your checking or saving account or be charged to a Visa or MasterCard account.

By check - All checks should be made payable to KNG Energy

  • Mail your payment to 1700 Westfield Drive, Findlay, OH 45840
  • Drop your payment off at our office located at 1700 Westfield Drive, Findlay
  • Use our after- hours drop box which is located near the front door of our office

By cash – Never mail cash

  • Drop your payment off at our office located at 1700 Westfield Drive, Findlay
  • Use our after- hours drop box which is located near the front door of our office

By phone – Pay your bill by phone with a checking account, savings account or residential customers may use Visa or MasterCard

Termination of Gas Service

Each customer is responsible for paying the total amount due by the due date indicated on the billing statement. If payment is not received, KNG has the right to terminate natural gas service after sufficient written notice is given. If termination for non-pay does occur, KNG will reconnect service after payment in full is received or payment arrangements are reached. If termination does occur, a security deposit may be required. To schedule reconnection for the same day, you must call us before 12:30 p.m. Monday through Friday. Otherwise reconnection will be scheduled for the following regular business day. No service reconnections will be performed after normal business hours. Access to your premises MUST be provided to company personnel to inspect and light appliances at the time of reconnection.

Termination of your gas service can occur during the heating season, typically November 1st through April 15th, if you fail to make your payments or follow payment arrangements. The PUCO issues special winter reconnection rules during the winter season to help customers avoid disconnection or establish reconnection, however the rules outlined in program must be followed to be eligible. These rules are issued prior to November 1st and can be found at

If you are unable to pay the amount due by the scheduled due date, please contact our office to discuss payment arrangements. To avoid termination of service, payment arrangement can be negotiated if you have not defaulted on prior arrangements. Payment arrangements include:

  • One-Third Plan: This plan, which is only available from November 1st through April 15th, requires payment of one-third of the total balance due each month (arrearages plus current bill).
  • One-Sixth Plan: This plan requires payment of six equal payments on the past due balance in addition to full payment of current bill.
  • One-Ninth Plan: This plan requires nine equal monthly payments on the past due balance in addition to a budget payment plan for the projected monthly bills, which will end nine months from the initial payment. The budget portion of the payments will be adjusted periodically during the nine month period as needed.
  • Flex Plan: Any payment arrangement mutually agreed upon by the company and the customer.
  • Medical Certification: A medical certificate can delay termination of service if disconnection would be especially dangerous to the health of a permanent member of your household. Although the certification does not reduce the amount owed on your gas bill, it does allow up to 30 days to make payment arrangements or obtain financial assistance. The certification may be renewed for up to two additional 30-day periods. A licensed physician, physician assistant, clinical nurse specialist, certified nurse practitioner, certified nurse-midwife, or local board of health physician must sign the certificate. If you qualify for medical certification, you should still try to pay whatever you can afford to avoid a higher bill when the certificate expires.

There are income-eligible assistance programs available such has HEAP, E-HEAP and Weatherization Assistance. Applications for assistance programs are available at the following locations:

  • Call HEAP toll-free at (800) 282-0880 or visit
  • Local libraries
  • County Departments of Job and Family Services
  • Area Agencies on Aging
  • Local Community Action Agencies

Termination can also occur for tampering with KNG’s equipment or meter, stealing service, fraudulently obtaining KNG service, failing to provide access to your meter or other equipment, or violations of rules approved by the PUCO which may cause harm to individuals or damage to KNG’s equipment.

Complaint Procedures

If you have a question regarding your natural gas bill or a general utility question, please call KNG Energy at 419-424-3427 or 1-800-434-3427. KNG will investigate and reply as soon as possible.

If your complaint is not resolved after calling KNG, or for general utility information, residential and business customers may call the Public Utilities Commission of Ohio (PUCO), for assistance at 1-800-686-7826 (toll free) from eight a.m. to five p.m. weekdays, or at Hearing or speech impaired customers may contact the PUCO via 7-1-1 (Ohio relay service).

The Ohio Consumers’ Counsel (OCC) represents residential utility customers in matters before the PUCO. The OCC can be contacted at 1-877-742-5622 (toll free) from eight a.m. to five p.m. weekdays, or visit


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