HOW TO REACH US - nmgco.com

1 HOW TO REACH US. Customer Service: 1-888-NM-GAS-CO. (1-888-664-2726) Customer Call Center is open between 7:30 and 6 Monday through Friday. Customer Service Email: Gas Leaks and Emergencies: 1-888-NM-GAS-CO. (1-888-664-2726) Emergency response service is available 24-hours a day, 7 days a week. New Mexico 811: Call before you dig Mailing Address (business correspondence): New Mexico Gas Company PO Box 97500. Albuquerque, NM 87199-7500. Remittance Address (bill payments): New Mexico Gas Company PO Box 27885. Albuquerque, NM 87125-7885.

2 NMGC 756-512 Rev. 12/17. CUSTOMER SERVICE GUIDE. ABOUT YOUR NATURAL ABOUT THIS CUSTOMER. GAS COMPANY SERVICE GUIDE. New Mexico Gas Company is proud to be your This guide is provided to give you a wide array natural gas service provider. We are experienced of information about the policies, services and professionals who have been bringing safe programs of New Mexico Gas Company. and reliable natural gas service to New Mexico communities for years. We provide natural gas Natural Gas Service service to more than 510,000 customers in Security deposits and guarantee requirements New Mexico and maintain about 12,000 miles Discontinuance and reconnection of service of natural gas pipelines across the state.

3 Winter moratorium New Mexico Gas Company is headquartered in Albuquerque and locally managed. Our Billing information, programs and plans employees live and work in the communities we Payment requirements serve. With 22 business offices in communities across the state to serve you, we are dedicated Inquiry and complaint procedures to providing you excellent customer service. Natural gas safety We encourage you to review this Customer Service Guide carefully and save it for future Our Customer Service Representatives are here reference.

4 If you have additional questions to help you with any questions or concerns you about New Mexico Gas Company's services have regarding your natural gas service or bill. and procedures, please visit our website You may visit us in person at any one of our or call our Customer Service 22 business offices, by phone or by email at Center at 1-888-NM-GAS-CO (1-888-664-2726). ABOUT OUR REGULATORS. TABLE OF CONTENTS New Mexico Gas Company is a regulated utility, About Your Natural Gas Company .. 2 operating under regulations established by the About This Customer Service Guide.

5 3 New Mexico Public Regulation Commission About Our Regulators .. 3 (NMPRC) rules NMAC. For more Natural Gas Service .. 4 information about the NMPRC, visit Billing Terms .. 8 or contact them at 1-888-4 ASK-PRC. Billing Information, Programs and Plans . 10 (1-888-427-5772). How to Read Your Meter ..11 If you are a member of a New Mexico tribe or Paying Your Bill .. 13 pueblo you can request help with translation or Payment Assistance Programs .. 15 other assistance by contacting the NMPRC's Consumer Relations Division at (1-888-427-5772).

6 Natural Gas Safety .. 19. 2 3. NATURAL GAS SERVICE HOW TO START SERVICE. You may start or transfer residential service by You can start or transfer service by contacting contacting New Mexico Gas Company Customer us at 1-888-NM-GAS-CO (1-888-664-2726). Service, toll-free, at 1-888-NM-GAS-CO Or, you can stop into any New Mexico Gas (1-888-664-2726). Representatives are available Company business office during regular business to take your call Monday through Friday, hours. Service is scheduled on the next available between 7:30 and 6:00 business date, so contact us as soon as you know you are moving.

7 We require a person above the To transfer service to another address or to age of 18 to provide our technician access to voluntarily terminate service, contact us as soon the premises in cases when access is needed. as possible to avoid gaps in your service or Connection fees may vary as follows: additional charges. Deposits are not required to transfer service to a new address or restore Commercial / Residential service at an existing address if you are a current Turn-On Fee $ per hour customer in good standing with New Mexico Commercial / Residential Gas Company.

8 Read-In Fee (when existing NEW METER service is active) $ INSTALLATIONS When transferring service, your account balance must be Inspections are required prior to installing current prior to establishing a natural gas meter. Please visit the new service at another location Regulation and Licensing Department website at Deposits: When required, a or contact them by phone at deposit will not exceed an amount (1-877-243-0979) to request an inspection. equal to 1/6 of the residential customer's estimated annual billings. Your licensed plumber should provide the following information for a new meter installation request.

9 Special consideration will be given to residential Color of tag customers who meet the qualifications of the BTU load Low Income Home Energy Assistance Program Pipe size going into the property (LIHEAP), or have other special circumstances, Serving pressure going into the property in determining whether or in what amount a deposit will be charged or if payment by an installment When the inspection is complete, contact us agreement is appropriate. at 1-888-NM-GAS-CO (1-888-664-2726) to A residential customer who has not received a final schedule a new meter installation.

10 Notice for the 12-month period from the date of deposit or guarantee shall promptly receive credit or refund in the amount of the deposit together with accrued interest due. 4 5. Discontinuance and Restoration of Service: We may disconnect your natural gas If your service is terminated for nonpayment, service with 7 days notice if: New Mexico Gas Company may require The terms and conditions of a settlement agreement payment of all past due charges, including or an installment agreement are not followed. deposits and any applicable reconnection We may disconnect your natural gas service fees, before service is restored.