Customer Bill of Rights

The New Jersey Board of Public Utilities (BPU) recently updated the Customer Bill of Rights for all residential utility customers, effective March 16, 2023. Please review the customer rights and contact Elizabethtown Gas at 1.800.242.5830 or the BPU at 1.800.624.0241 if you have any questions.

1. You have the right to safe, adequate and proper utility service if you are a qualified applicant.
2. You are not required to pay an unreasonable deposit amount in order to receive utility service.
3. You have the right to a “budget billing plan” with your utility company, if you are a residential electric, gas, water, and/or
   wastewater utility customer. This is a plan that allows you to pay a set amount each month for a set period of time.
4. You have the right to at least one “deferred payment plan” per year with your utility company if you have an outstanding bill,
   you cannot pay. This is a plan that considers your financial situation and allows you to make payments on the outstanding
   bill as long as you can stay current with payments on any new charges.
5. You have the right to dispute a charge on your utility bill with utility company. As long as you pay the amount not in dispute,
   your utility service may not be turned off while the utility company investigates the disputed charge.
6. You have the right to have your meter tested by your utility company free of charge once every 12 months if you think it is
   not working properly. You may request a BPU employee to be there when the utility company is doing the test.
7. You have the right to at least 10 days written notice from your utility company before your utility service may be turned off for non-payment. Your service may be turned off after that time if you do not make a reasonable payment toward what you owe or if you do not agree to a payment plan with your utility company.
8. You have a right to reasonable advance notice from the utility company before your service can be suspended or turned off for reasons other than non-payment.
9. Unless there is a safety-related emergency, a utility company may not suspend or turn off utility service outside the hours of 8:00 a.m. and 4:00 p.m., Monday through Thursday.
10. Unless there is a safety-related emergency, a utility company may not suspend or turn off utility service on a Friday, Saturday, Sunday, New Jersey state holiday, or the day before a New Jersey state holiday, or if a valid medical emergency
    exists in your household.
11. If you are a customer eligible for protection under the Winter Termination Program, you have the right to utility services
    from November 15 to March 15. You must notify your utility company of your eligibility under this protection.
12. If you live in a multi-family dwelling unit, you have the right to receive notice if the utility company plans on turning off
    service to the building. The utility company must either post a notice in a common area and/or send a notice to you as an
    occupant of a dwelling.
13. If the amount of electricity, gas, water, or wastewater shown on your utility bill, appears unexplainably, high or suspicious,
    you have the right to have the utility company perform a “divers diversion of service” investigation on your behalf.
14. You have the right to continue receiving utility service as long as you pay the charges for the utility service you received. A
    utility company may not send you notice threatening to turn off your utility service based on extra charges.
15. You have the right to have your deposit returned to you once you close your account and the final bill is settled. The utility
    company must give you the choice between having your deposit applied to your account as a credit or as a separate
    check.
16. You should not be assessed a late payment charge on your residential customer utility bill.