Frequently Asked Questions: Residential/Commercial

Frequently Asked Questions: Residential / Commercial

  • How exactly does 811 work?

  • Call 811 at least five (5) business days prior to digging, and your call will be routed to the local One Call Center. Tell the operator where you're planning to dig, what type of work you will be doing and your affected local utilities companies will be notified about your intent to dig. Within five (5) business days, Hawaii Gas and other utilities will send a locator to mark the approximate location of your underground lines, pipes and cables, so you'll know what's below - and be able to dig safely.

    Remember, always call 811 before you start any digging project! You'll avoid injury, expense, embarrassment - and a very inconvenient loss of electricity, gas, telephone or internet service.

    For more information on your local One Call Center, or to make an online request for utilities to be marked (where available), click here.

  • Can I submit my request to have my utility lines marked online at this Web site?

  • No, you must call 811 to request utility line marking. 811 is a free service.

    To learn more about 811, click here.

  • How do I read my gas meter?

  • Gas Usage Measured by a Meter

    SNG or propane dispensed from a shared holder tank is
    measured monthly by a meter to determine gas consumption.
    We use two basic types of meters: Digital and Clock-style.

    Digital meters indicate the amount of gas used. Each month
    your bill should reflect the difference between last month’s and
    the current month’s meter reading.
    For example:
    Current Reading: 00023Last Reading: 00011
    Amount of Gas Used: 12

    Clock-style meters utilize multiple dials to measure gas usage.
    The dials are read by taking the number on the meter that the
    clock hand has just passed. When the clock hand is pointing
    between two numbers we always take the smaller number.

    The number on the meter is then multiplied by a “Factor”
    (converts the measurement to therms). The “Factor” is shown
    on the bill. This will tell us how many therms you used during the
    billing period. This is then billed to you at the current rate.

    Estimated Meter Readings

    Sometimes a meter cannot be read due to a locked gate, no one
    being home, a watch dog, etc. In these cases, we estimate your
    gas consumption for that billing period. The estimate is based
    on an average calculated over the previous six-month billing
    period. If a subsequent adjustment is applied, it will be made on
    the following month’s bill. To minimize the number of estimated
    bills you receive, the following options are available:
    - Provide us with a key so we can access your meter.
    - Remove obstructions that may block our access, such as a
    security gate or watch dog.
    - Ask us about installing an Electronic Receiver/Transmitter
    (ERT) to read your meter remotely.

  • How do I close an account/end gas service for a residential unit?

  • If you are the account holder or an authorized party on the account and wish to discontinue service, please call our office during normal business hours. We are open Monday – Friday, 7:30 a.m. to 4:30 p.m. (Excluding holidays).

    You may view our office locations and phone numbers here.

    Please allow a minimum of two (2) business days to stop service. Please note that we cannot “back date” any disconnect requests and you will be responsible for any gas charges until you contact our office to schedule a time for a Hawaii Gas technician to go on the premises. At that point the technician will take a final reading and lock the gas services. If you are enrolled in automatic bill payment your final bill will be deducted from the bank account you provided. A confirmation number is issued to you at the time your disconnection request is processed by our representatives. You may be required to produce the confirmation numbers in the event of a dispute.

  • I'm just a homeowner, not a contractor—is 811 for me?

  • Yes, you should call 811 no matter how small the job.

    To learn more about 811, click here.

  • How do I know if Hawaii Gas will provide reliable service?

  • While 100 percent service reliability cannot be guaranteed, Hawaii Gas has made an unprecedented effort to ensure reliability for our customers. Over the past few years, we have invested in bulk propane storage facilities on all major Hawaiian islands giving our company an unmatched 30-days of on-hand supply.

    Our Honolulu Pipeline Utility System on Oahu, our business utility network, has not had a supply disruption since December 7, 1941.

  • How do I open an account/start gas service for a business?

  • To open an account under a business name, the new owners need to fill out a new service application that is signed by a verifiable authorized party or agent of the company verified through the Department of Commerce and Consumer Affairs. You may also submit a letter, along with the application, listing the people you would like to be authorized on the account, and to whom we may speak to regarding your services.

    A deposit may be required if the business does not already have an established account with us. The deposit can be waived by signing up for our Automatic Bill Payment program, provided that gas service was not previously interrupted and/or disconnected for returned payments.

    Once the completed new service application and either the deposit or the application for automatic bill payment is submitted, please call us to schedule activation.

  • What is a gas supplier?

  • Hawaii Gas is the only franchised gas utility operating in Hawaii. Today, Hawaii Gas has more than 300 energy professionals ready to serve our customers 24/7. As a gas supplier, we provide gas products and related services to approximately 70,000 residential and commercial customers on all six major Hawaiian islands.

  • How do I open an account/start gas service for a residential unit?

  • If your home does not currently have a gas meter or tank already installed on the property, please check out our 10 Steps to Get Gas.

    If you would like to open an account with Hawaii Gas and your home already has a gas meter or tank on the property, please call our office during normal business hours. We are open Monday – Friday, 7:30 a.m. to 4:30 p.m. Registration usually takes 10-15 minutes. You will be asked for identifying information, employment information, and may be asked for proof of ownership, or, in the case of a rental unit, landlord’s information. The information we collect is never shared with a third party.

    A deposit may be required if the individual and/or business does not already have an established account with us. The deposit can be waived by signing up for our Automatic Bill Payment program provided that gas service was not previously interrupted and/or disconnected for returned payments.

    You may view our office locations and phone numbers here.

  • How can I get gas in my business?

  • To get gas in your business, fill out our new service form here. Then one of our account executives will get back to you within 1-2 business days.

  • How do I close an account/end gas service for a business?

  • To discontinue service on a business account, we must receive a request in writing, signed by the owner or authorized agent of the business. The letter must include the following items:

    • Date services are requested to be stopped Monday through Friday (excluding holidays) at least two business days after the date of the notice.
    • A forwarding address for the final statement.
    • Whether or not gas equipment is accessible, and if not, how our technician may gain safe access.
    • Phone number and name of a contact person.
  • What should I do if a person tries to sell me energy service by coming to my house?

  • If a suspicious person comes to your home to solicit energy service, always remain cautious and do not provide any personal information. You may also want to call the police.

  • What is the "price to compare"?

  • View our gas scenarios to see how families like you have saved on their energy bills by switching to gas.

  • Where should I shop for gas appliances?

  • Click here for a list of gas appliance dealers by island.

  • How do I add a gas appliance to my home?

  • To add a gas appliance to your home, see our Get Gas section located here.

  • How can I get gas in my home?

  • To get gas in your home, fill out our new service form here. You may also visit our Get Gas page to see the 10 easy steps to get clean energy into your home.

  • How can I read a gas meter or a propane tank gauge?

  • Reading a Gas Meter:

    Gas, both Synthetic Natural Gas (SNG) and Propane (LPG) can be measured monthly by a meter to determine gas consumption.  A customer’s monthly usage is calculated by comparing the current meter read with last month’s meter read.

    Learn how to read your dial meter by following the steps below:

    Step 1: Identify the recording dials on your meter.  These dials will have the numbers 0 – 9 grouped inside a circle.  Typically, residential meters will have a total of 4 recording dials and commercial/industrial meters can have up to 6 recording dials.  Note: The recording dials rotate in opposite directions from each other.
    Step 2: Read the recording dials from left to right.
    Step 3: The black hand indicates the position of the recording dial.
    Step 4: When the hand is between two numbers, record the lower number (note: if the hand is between the “9” and “0”, record “9”).  If the hand is directly on a number, then look at the dial to the right before recording the number.  If the hand on the right has passed “0”, then select the number the hand is directly on for the dial on the left.  If the hand on the right has not passed “0”, then select the lower number for the dial on the left. 

    Meter reading example:

    The first dial hand rotates counterclockwise and is between “2” and “3”.  This dial would read “2”.

    The second dial hand rotates clockwise and is between “7” and “8”.  This dial would read “7”.

    The third dial hand rotates counterclockwise and is between “5” and “6”.  This dial would read “5”.

    The forth dial hand rotates clockwise and is between “6” and “7”.  This dial would read “6”.

    The correct reading for this meter would be 2756.

    Reading a Propane Tank Gauge:

    The propane tank gauge is located on top of the tank inside the dome cover.  The gauge shows the approximate percentage of propane remaining inside the tank. 

    • Lift the ­­dome cover and locate the tank gauge (see picture).
    • The numbers represent the amount (as a percentage) of propane remaining in the tank. The black hand shows approximately how much propane is left inside the tank. 


    For example, this tank shows approximately 41% propane remaining in the tank.

    Propane customers that call in to schedule fills should periodically check their tank gauge and contact us when the gauge reading is at 30-35% to ensure uninterrupted service.  A refill will be scheduled within 10 working days as the delivery schedule allows.