You have the right to:

• Seek help paying your natural gas bill. The community agencies you contact will decide whether you are eligible for aid. For more information visit coloradonaturalgas.com/PaymentAssistance or contact our Customer Service Department toll-free at 800-720-8193 for information.

For purposes of eligibility, low-income households meet one or more of the following criteria:

1. Median household income less than or equal to 200% of the Federal poverty guideline;
2. Median household income less than or equal to 80% of area median income as published annually by the U.S. Dept. of Housing and Urban Development; or
3. Qualification under income guidelines adopted by the Department of Human Services pursuant to Section 40-8.5-105.

• Ask us to enter into a payment arrangement if you are temporarily unable to pay your natural gas bill. If you agree to such a plan, you give up your right to dispute the amount due under the agreement. If you do not fulfill the terms of the payment arrangement, we may disconnect service and you may not be eligible for a new payment arrangement.

We are here to help! Customer Service is available Monday through Friday 8am to 5pm MST excluding holidays. Visit www.coloradonaturalgas.com/PaymentAssistance or contact our office at 800-720-8193.

Colorado Natural Gas (CNG) will postpone service disconnection to a residential customer on any day when the National Weather Service predicts that the temperature will be 32 degrees Fahrenheit (32 F) or lower during following 24 hours, or during any additional period in which utility personnel will not be available to restore utility service.

Service will not be disconnected before 8:00 am or after 4:00 pm Monday through Thursday, after noon on Fridays, or after noon the day before a holiday (excluding all weekends), or noon the day prior to a state or federal holiday or when CNG is not open.

• Question whether your monthly bill is correct and have your bill adjusted if warranted. If you feel there is an error in your monthly bill or disconnection notice, please call our Customer Service Department at 800-720-8193 Monday through Friday 8am to 5pm MST excluding holidays. You must take timely action to protect your rights. We will investigate your complaint and do our best to try to resolve it.
• To file a complaint with the Colorado Public Utilities Commission. You must contact Colorado Natural Gas at 800-720-8193 to allow us an opportunity to investigate your complaint. If you are unable to resolve the dispute or inquiry, you may then contact the Colorado PUC’s Consumer Assistance Unit to file a complaint by calling 303-894-2070 or 1-800-456-0858, online at https://puc.colorado.gov/, via email at dora_PUC_complaints@state.co.us, or in writing at Colorado Public Service Commission, Consumer Assistance Unit, 1560 Broadway, Suite 250, Denver, CO 80202.

Medical Emergencies

Colorado Natural Gas will not disconnect service or refuse to reconnect for residential customers when you or someone in your house is seriously ill. Disconnection can be postponed due to a medical emergency for up to 90 days from the date of a medical certificate issued by a Colorado-licensed physician, health care practitioner acting under a physician’s authority, or heath care practitioner licensed to prescribe and treat patients which provides disconnecting service would aggravate an existing medical emergency or create a medical emergency for the customer or permanent resident of the customer’s household. A medical certificate may be invoked only once in any twelve consecutive months. For more information, please visit www.coloradonaturalgas.com/PaymentAssistance or contact Customer Service Center at 800-720-8193 for more information.

FAQ's

For more information about payment assistance and energy-saving tips, check out our brochure