Protect Yourself From Fraud

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How to Protect Yourself From Fraud and Scams

Fraudsters may contact you in person, or via phone or email, pretending to be an employee or representative of PNG. It’s important to know how to protect yourself and understand what types of communication you can expect from PNG. When in doubt, call our Customer Care Centre, at 1-800-667-2297, and we can verify whether the communication is legitimate.

What You Can Expect From PNG Communications

PNG will never ask you for your:

  • Passport number
  • Passwords
  • Banking information by text or phone
  • Banking information by email—except for when a customer requests to set up Pre-Authorized Payment
  • Payment through e-mail money transfer, wire transfer, cryptocurrency, cash or prepaid credit cards

We also recommend that you:

  • Be suspicious of high-pressure tactics: If you receive a phone call from someone claiming to be a PNG representative stating that you owe payment immediately, requiring payment through digital currency or using high-pressure tactics, hang up the phone and call us.
  • Don’t trust caller ID or email domain: Fraudsters often use “spoofing technology” to trick caller ID or an email domain in order to make a communication appear legitimate. A call or email may appear to come from PNG when it does not.
  • Know your account status: If an account is behind in payment, or in arrears, PNG will send several notices through the mail or via e-billing, and we may call you to notify you of your account status or request payment. If you are unsure of your account status, refer to your last PNG bill, or call us to verify your account status.
  • Always use trusted payment methods: To learn about safe payment methods that PNG does accept, visit https://png.ca/account/pay-your-bill-your-bill-explained/.  
  • Ask for ID: All PNG employees and contractors carry photo identification issued by PNG. PNG encourages customers to ask for ID prior to allowing a PNG technician to enter their home, and to refuse entry if the technician cannot produce company-issued ID.
  • When in doubt, contact us: If you think a communication is suspicious, or have any concerns for any reason, contact us.

 For commercial customers, we also recommend that you:

  • Do not enter into a sales contract without the facts: PNG does not solicit customers to sell contracts, or request customers enter into contracts, for commodity agreements. If you are solicited by a salesperson claiming to be with PNG, call us. For more information on independent gas marketers, visit https://png.ca/independent-gas-marketers/.

Digital and Telecommunications Scams

Phone

If you receive a phone call from someone claiming to be a PNG representative using aggressive behaviour and high-pressure tactics stating that you owe payment, threatening service disconnection and/or requesting payment information, hang up the phone and call us to verify your account status.

Note, we do notify customers via phone of potential service disconnection if your account is in arrears and to find payment solutions. Again, you can call us to verify your account status if you are unsure.

Email

Fraudsters and scammers may mimic legitimate PNG emails—with spoofed email addresses, logos, website links and more—to get customers to:

  • Open an email
  • Click a link or attachment
  • Make a payment
  • Give away personal information

From time to time, you may receive emails from PNG with general information such as energy conservation tips, updates to our Smart Energy Solutions rebate offers, rate updates and more. We will not ask you for personal or banking information via email—except for when a customer requests to set up Pre-Authorized Payment.

If you receive a suspicious email that appears to be from PNG, do not:

  • Click on the links
  • Open attachments
  • Download pictures
  • Respond to the email or forward it

Instead, contact us and we’ll confirm if the email is legitimate.

Text

PNG does not currently use text to communicate with customers.

Do not open texts purporting to be from PNG. If you do, do not respond, click any links or download any images or files. Please report any text scams to our Customer Care Centre.

Social Media

PNG takes your privacy seriously. Please do not share any private information on PNG’s public feed, including contact information, account number or any other personal details.

PNG will not ask you to share this type of information on our social media platforms. If resolving your inquiry made on social media requires this type of information, we will ask you to contact our Customer Care Centre directly.

Please also remember that once you comment on a public feed, your comments can turn up in search engines, even years later. Take care to not say anything you would not want others to know.

Door-to-Door Scams  

PNG does not solicit door-to-door.

From time-to-time, a PNG representative may come to your door:

  • If there is an issue with reading or accessing your meter
  • To complete the Meter Exchange program for select customers
  • If there is a gas disruption or emergency
  • To notify you of construction work in your area

We are there to provide information or assistance only.

Unannounced salespeople at your door

Occasionally, door-to-door salespeople from other companies may make an unannounced visit to your home or business.

Remember, PNG will not solicit you to upgrade or sell you appliances, sell gas contracts, or request customers enter into contracts. For more information on independent gas marketers, visit https://png.ca/independent-gas-marketers/.

We encourage you to contact us if you are concerned or suspicious of the unannounced salesperson, particularly if they mention PNG.

Ask for ID

All PNG employees and contractors carry photo identification issued by PNG. PNG encourages customers to ask for ID prior to allowing a PNG technician to enter their home, and to refuse entry if the technician cannot produce company-issued ID.

Customers can also call PNG’s Customer Care Centre at 1-800-667-2297 to verify that a PNG technician is working in your area.

Your Security and Privacy

Reporting suspected scams and frauds helps protect everyone.

If you think you may have received a door-to-door scam visit, or scam call, from someone impersonating PNG, call us at 1-800-667-2297 between 8:00 AM – 4:00 PM PST and after hours at 1-800-663-1173 on our 24/7 phone line.

In addition to notifying PNG, you may also choose to report fraudulent or suspicious activity to the Canadian Anti-Fraud Centre through its website at www.antifraudcentre.ca or telephone at 1-888-495-8501.