Customer Advantage FAQs

PNG has upgraded our systems in order to serve you better.

Beginning August 3, Pacific Northern Gas customers benefit by the addition of many new online service features ranging from a new Customer Advantage account management portal to a new electronic billing (e-billing) option.

All customers now have a new 8-digit account number, which first appears on your August/September statement, as a result of this transition to an updated customer information system.

These updates reflect customer feedback about how they wish to manage their accounts and receive information from us.

PNG customers now enjoy new Customer Advantage features and benefits including:

• Online billing and account management portal
• Enhanced customer service through more convenience
• More efficient and flexible account management, saving you time
• More self-service options
• Environmentally friendly, paperless billing option

There are a number of things to keep in mind:

• You now have a new 8-digit account number, which first appears on your August/September statement
• You can continue to choose to manage your account through our Customer Care Centre
• If you were enrolled in Budget Billing as of the May/June 2021 billing cycle, your account is now automatically re-enrolled in the Budget Billing Plan program under our new system. To learn more about Budget Billing, read our Frequently Asked Questions.
• Budget Billing applications are now available and enrolment into the program has resumed. Visit Pay Your Bill for more information on how to enrol.

In order to ensure a smooth transition and to access your new Customer Advantage benefits, beginning August 3, you should:

• Update your new account number with your bank if you pay your bill with online or telephone banking. In the interim, payments to your old account will continue to be processed.
• Set up your new Customer Advantage online profile with your new account number, which is on your August/September statement.
• Re-enrol or enrol in Budget Billing.

Benefits of the new Customer Advantage program include:

• An online billing and account management portal
• More efficient and flexible account management, saving you time
• More self-serve options
• Environmentally friendly, paperless billing option

Beginning August 3, through Customer Advantage, customers have access to the following services:

• Enroll in e-billing
• Open or close your account
• Make service requests
• Manage your accounts and make payments
• View account summary and history
• View your use
• Receive notifications, news alerts and other information
• Enroll in Budget Billing or leave the program at any time

PNG is pleased to be able to offer these services as we replace our previous customer information system that was nearing the end of its lifespan after several decades of service.

Costs for this system are already factored into the Delivery Charges reflected on your bill.

Your new account number will first appear on your August/September 2021 bill. The 8-digit account number is found in the green box on the right-hand side of your bill, below the contact information.

We have a sample bill with a detailed explanation available on our Understanding Your Bill page.

If you pay your bill with online or telephone banking, we ask that you update your account number with your bank as soon as possible. In the interim, payments made to your old account number will continue to be processed.

Accessing new online services, with your new account number found on your August/September bill, is easy!

To create a Customer Advantage account, visit www.myaccount.png.ca, and follow the prompts.

This link can also be found by visiting www.png.ca and clicking the ” Customer Advantage Log In” button on the top right of the homepage.

If you are a previous e-bill customer, sign-in to Customer Advantage using your existing email, select “Forgot Password” at log in, and follow the prompts.

If you are new to PNG’s e-billing service, sign up for an account using your new account number found on your August/September statement, and follow the prompts.

If you are a first-time customer, or do not currently have an account with PNG, visit www.myaccount.png.ca, click the “Start Service” button, and follow the prompts.

If you would like one-time Customer Advantage user access to make a bill payment online, visit www.myaccount.png.ca, click the “Make a Payment” button, and follow the prompts.

Since there is more to your bill than the amount due, we have updated our bill design to enhance the information available to you about your use, service messages and the breakdown of your different bill components: basic charge, commodity charges and delivery charges.

Your new account number is first available on your August/September bill. You will find your new account number in the green box on the right side of your bill, below the contact information.

We have a sample bill with a detailed explanation available on our Understanding Your Bill page.

PNG offers customers a Budget Billing Plan. Any PNG residential or commercial customer whose account is in good standing is eligible for this plan which enables you to pay your annual use over equal, monthly payments.

If you were enrolled in Budget Billing as of the May/June billing cycle, and your Budget Billing service was temporarily suspended as we transitioned to our new system, your account is now automatically re-enrolled in the Budget Billing Plan program under our new system.

For any customers who are not currently enrolled, but would like to be, Budget Billing applications are now available and enrolment into the program has resumed. Visit Pay Your Bill  for more information on how to enrol.

Customers can enrol in the plan in any month of the year and expect to pay the same budget amount for 12 months. Customers who were actively enrolled in the Budget Billing Plan prior to the program’s temporary suspension are now automatically re-enrolled in the Budget Billing Plan program.

For more information on budget billing, visit: https://png.ca/account/pay-your-bill-your-bill-explained/.

Our Customer Care team is happy to assist. Contact us via webform at www.png.ca/projects/customeradvantage/contact, or through our toll-free phone line at 1-800-667-2297.