In Case of Emergency

Call (519) 773-5321 24 Hours

39 Beech St. E.,
Aylmer, Ontario N5H 3J6
(519) 773-5321
info [snail] nrgas [period] ca -> mailto:info [snail] nrgas [period] ca

Home ~ Customer Service ~ Frequently Asked Questions

Frequently Asked Questions

Q: Are there any charges or deposits required in order to install gas service?

A: A deposit maybe required for the proposed installation when the customer signs a gas application. For new residential customers, a maximum deposit of $500 may be required. For Commercial applications, a more complex analysis is required based on anticipated consumption and commercial credit ratings. NRG reserves the right to charge up to $500.00 if no appliance is connected within 12 months of the initial installation of the new service. Contact our office at 519 773-5321 if you wish to inquire about a new service.

Q: Are there any charges that apply once the gas meter has been installed?

A: An initial account set-up charge of $30.00 and a monthly service charge of $13.50 will be applied from the date the gas service is installed.

Q: Where is the gas meter located?

Natural gas meter
A: The meter should be located on the front (street side) of the house or within 3 metres of the front corner of the house if possible. There are regulations set out by the Canadian Standards Association (CSA), through the code book Z662.07, that must be adhered to when locating the gas meter around any building.

Q: Do I have to come into NRG to complete the Application for Gas Connection?

A: The Customer Service (New Accounts)|Gas Service Application Form is available at the Aylmer Facility, on our website Gas Service Application Form or you can have a copy emailed to you if you contact our office at 519-773-5321 ext 200. The application form must be filled out in full before we can start the process.

Once you have completed the application and have been credit approved, you will be contacted by our office to set up a site visit to your property. It is not necessary to come into the office to complete an application form.

Q: How long will it take to have the gas service installed?

A: Typically, the gas service will be installed 4-6 weeks from the completion of the gas application. The length of time may vary due to fluctuations in demand for new services and seasonal weather conditions.

Q: What are the reasons that it takes up to six weeks before gas service is installed?

A: NRG staff must arrange for site clearances from their own and other utilities locate staff (Bell, Cable, Town or Twp.). When clearances are complete, a layout and material list can be finalized. This information is then forwarded to our lines crews or to an outside Contractor if required.

Q: Does it cost a customer anything to have gas services installed by NRG?

A: NRG will quote on the cost of the new service, this is based on the size of the gas line, the length of the service (from the main to the meter) and any special circumstance involving terrain on the property. The minimum cost of a new service is $250 and goes up from there but the average cost for a new residential service is approximately $400 + HST.

Q: If a customer has an existing gas service, with a gas appliance already connected (furnace, stove, and hot water tank), do they need to contact NRG in order to install an additional gas appliance?

A: No. When one already has a gas service, simply contact a local heating contractor and they can install any gas appliance that one needs. NRG recommends you verify that your contractor has the appropriate and current TSSA Contractor licenses.

Q: What should I do if my carbon monoxide detector sounds?

A: Open windows and doors to ventilate your home and then evaluate the situation as follows:

  • Check to see if anyone in your household has the symptoms of exposure to carbon monoxide. If so, have occupants leave your home immediately and seek medical help. Call 911 or your local fire department if you need emergency assistance.

Q: What should I do if I smell gas?

A: Leave the area immediately and call NRG. We are on call 24 hours per day, every day of the year to ensure your safety.

Call Before You Dig

Call before you dig

If yard work is on the to-do list, remember: before you dig, you must have all pipelines located by Ontario One Call. A network of hydro, natural gas, phone and cable lines, as well as water and sewer pipes, may lie just under the surface of your property. Sinking a shovel into the ground could result in serious injury, widespread service disruptions and costly repairs. And under Ontario regulations, you could be held liable for all of it.

To arrange to have utility lines located and marked for free, contact Ontario One Call at 1-800-400-2255. Or create an e-ticket online at, at least five full business days before you plan to dig.

Internet Advisor - Web Design, St. Thomas, Ontario

© 2017 Natural Resource Gas Limited | Log In | Privacy Statement | Site Map