COVID-19 Update

Last Updated: January 4, 2021

At PNG, the health and safety of our employees, customers and communities is our top priority. During the COVID-19 pandemic, we’ve taken the necessary steps to ensure the safe and reliable delivery of natural gas for our customers; while our COVID-19 Relief Program provides support for customers during this challenging time.

Focussing on safe, reliable natural gas delivery

As an essential service provider during the COVID-19 pandemic, our focus is on providing emergency response and high-priority maintenance and construction work necessary to safely and reliably deliver natural gas. Customers scheduled for service such as meter replacements would be contacted in advance

For everyone’s safety, customers will be asked several health questions in advance of PNG coming on site. When our team members need to visit homes or businesses, they follow provincial health recommendations and PNG’s COVID-19 health and safety protocols including:

  • Maintaining physical distancing of two metres
  • Wearing gloves, masks and eye protection while performing work, and
  • Ensuring regular hand washing before and after a visit.

Customer billing support

We understand that the COVID-19 pandemic may be creating financial hardship and uncertainty for some customers. If you are having challenges with bill payments, contact us and we can support you with flexible pay arrangements that meet your individual needs.

Our customer service team is available to serve you, at 1-800-667-2297 or CustomerService@png.ca.

Fraud prevention: protect yourself

It’s important to be aware of the heightened risk of scams and fraud during challenging times. Scams could include knocking on doors to try to gain entry to homes or sending emails or text messages pretending to be a representative from PNG.

If you’re ever unsure about whether a communication that appears to be from PNG is legitimate, don’t click any links or open any files sent to you. This technique can be used to enter your computer and gather personal information as you enter the item. Contact our customer care center at 1-800-667-2297 or by email at CustomerService@png.ca if you have questions or concerns about a communication you have received.

Be sure to watch out for:

  • Requests for personal information: PNG will never ask for your password or personal information via email.
  • Digital payment: PNG does not require that payments be made immediately and/or via digital currency or prepaid credit card.

Supporting communities

PNG is committed to making a difference to the communities we serve, particularly as the impacts of the COVID-19 pandemic are increasing demands on local organizations that provide community services.

PNG recently made donations totalling $32,000 to various foodbanks, hospitals, and long-term care homes in the communities we serve in addition to $3,000 to the United Way of Northern BC. This builds upon doanations made earlier in 2020 including $2,500 to the United Way of Northern B.C. in April, following a $10,000 donation in March, divided amongst nine foodbanks in  our service territory.

By working together, we can help meet community need.

Our commitment to you

As information around how to prevent the spread of COVID-19 is evolving, we will provide regular updates on how PNG is adapting and what that means for our customers.