If you detect a leak, leave the area immediately and warn other to stay away. Call 911 first and then call Hawaiʻi Gas at 808-535-5933 select Option 1.
If you plan to renovate your home, it’s best to speak with your local Hawaiʻi Gas residential representative prior to purchasing your appliances. Not only will you receive the benefit of advice on placement, you can also qualify for certain rebates on the appliances you purchase. If you already have gas, please call your local office; the residential representative will assist with scheduling the gas to be shut off during the renovation and turned back on after completion.
Please DO NOT shut off your gas until you are instructed to do so by Civil Defense, emergency management officials or Hawaiʻi Gas. If you are required to evacuate your home or business, we will issue instructions through public service announcements saying whether or not you should shut off the gas.
For more information, click here.
Cylinders are typically installed in pairs. When one cylinder is emptied take these steps to restore gas service:
• Close the valve on the top of the empty cylinder.
• Turn the manifold valve switch to the full cylinder.
• Open the valve on the top of the full cylinder all the way.
• Call us to schedule replacement of the empty cylinder.
If gas service is discontinued, credit will be issued only for full unused cylinders. Cylinder refills are scheduled within 10 working days of receipt of a customer’s request. When our service personnel replace your empty cylinder, you will be given a dated receipt indicating the gallons of gas delivered and billed accordingly. If you request an immediate refill, a service charge will also be added to the billing period.
If you're preparing to have your home or business fumigated, you will need to have your gas service shut off before any work can begin. As part of our commitment to service and safety, we will turn off your gas service prior to fumigation, and restore it after the fumigating is done. Please contact Hawai’i Gas at least two (2) business days in advance to schedule your gas service to be turned off. You will need to schedule a time for one of our qualified service technicians to turn your gas back on. Only Hawaiʻi Gas employees are authorized to restore service. There will be a fee to turn your gas back on after fumigation. This fee will appear on your next bill statement. These service visits are performed during our normal business hours: Monday-Friday (excluding holidays) from 7:30am-4:00pm.
When using insecticide foggers in your home, always read and follow the label carefully. If you are unsure of what to do with the pilot light on your gas appliance, contact us before turning off the pilot.
Once you fully ventilate the area after fumigation and only if instructed by Hawaiʻi Gas, follow the appliance manufacturer’s instructions to re-light your pilot.
No, you must call 811 to request utility line marking. 811 is a free service.
To learn more about 811, click here.
Calling 811 is important before you start any digging project. It will help you avoid injury, expense, embarrassment - and a very inconvenient loss of electricity, gas, telephone or internet service. Always call before you dig. 811 is a free service.
To learn more about 811, click here.
Make sure you and your family knows what propane smells like: propane has a strong, unpleasant smell. Show your family where the outdoor propane supply and indoor propane appliances are located, and teach them how to turn them off. Remember, you should only shut off your propane supply if instructed to do so.
Consider anchoring or bracing your tank to help prevent it from moving, sliding, or falling over during a natural disaster. Contact Hawaiʻi Gas for more information. Clear the area surrounding your tank of any tall or heavy objects that could fall on it during a natural disaster. Install a carbon monoxide (CO) detector on every level of your home. Make a list of instructions on how to turn off electricity, propane, and water supplies, and post the list in a convenient location that is made known to all family members.
Modifications to any part of a propane system is not advisable and unsafe. All repairs and modifications to any part of a propane system should be handled by Hawaiʻi Gas. Performing repairs and making modifications or additions to your propane system is not advisable. You will be safer in addition to it being cheaper in the long run.
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.
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, Hawaiʻi 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.
For more information on your local One Call Center, or to make an online request for utilities to be marked (where available), click here.
No, you must call 811 to request utility line marking. 811 is a free service. To learn more about 811, click here.
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: 00023
Last 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.
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 Hawaiʻi 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.
Yes, you should call 811 no matter how small the job. To learn more about 811, click here.
While 100 percent service reliability cannot be guaranteed, Hawaiʻi 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.
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.
Hawaiʻi Gas is the only franchised gas utility operating in Hawaiʻi. Today, Hawaiʻi 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.
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 Hawaiʻi 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.
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.
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.
Click here for a list of gas appliance dealers by island.
To add a gas appliance to your home, see our Get Gas section located here.
To get gas in your home, fill out our new service form here.
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.
The Federal Government has a program for Low Income Housing Energy Assistance Program. Annual open enrollment is offered June 1 - 30. Contact your nearest HCAP office for assistance provided the bill is not already past due.
In addition, you may contact your nearest branch office to make term arrangements on a one-time large bill.
If you have a gas outage, please give us a call at your local branch office. You can find the phone numbers here.
An authorized party is someone whom the account holder has given us permission to speak to regarding their account. Authorized parties can be anyone the account holder designates, and would have the authority to request information regarding billing, schedule appointments or repairs, authorize other parties on the account, or close the account should services no longer be required.
Account holders must specifically designate authorized parties. We value our customers’ privacy and security and we follow the Privacy Law for our customers’ protection. If you are the spouse of the account holder, and/or the owner of the property, we cannot speak to you regarding the account without the account holder’s permission.
If the primary account holder has passed away, someone must take over the account or the account will be closed. We can only change the name on the account to a direct relative (spouse, child or parent). Please contact your local branch office to request the name change, provide updated contact information, and submit the following documents.
Spouse: Please submit a copy of the account holder’s death certificate.
Child: Please submit a copy of the account holder’s death certificate and a copy of your birth certificate.*If your last name has changed due to marriage, please submit a copy of your marriage certificate instead of your birth certificate.
Parent: Please submit a copy of the account holder’s death certificate.
Not a Direct Relative (but have legal documents assigning you as the personal representative of the estate): Please provide a copy of the legal documents as well as a copy of the account holder’s death certificate. We will add you as an authorized party on the account until the affairs of the decedent have been settled. At that time, requests to process a name change on the account will be reviewed.
All Other Parties: Must register for new service under his/her name.
If you are a residential customer:The account holder, or other authorized party on the account, may call our office, verify their information and update the billing address.
If you are a business customer:Please submit a letter (preferably on letterhead) updating the billing address. The letter must be signed by the owner or authorized agent or officer of the business, verifiable under the Department of Commerce and Consumer Affairs (“DCCA”) if the business is registered. Please include a contact phone number.
Depending on what type of payment arrangement was set up, the past due notices are system generated. If you have questions, please call us at 808-535-5933.
There may be times where you shut off your gas for a number of reasons (fumigation, natural disasters, vacation homes, etc.)
To reactivate your services, a Hawaiʻi Gas technician must come to the property to perform a leak and pressure test on the gas system. Activation fees are $30 for next business day, or $50 for same day activation, based upon availability of our technicians. Same day service may not be available and may need to be scheduled on the next available day.
Our technician will need to have access to all gas appliances to perform the leak and pressure test. If activation is scheduled and the technician cannot get access to the appliances, they will leave the gas off and a $30 fee will be charged, and the activation will need to be rescheduled. Even if the gas is turned on, regulation requires Hawaiʻi Gas to send a technician to perform a leak and pressure test anytime there is a change of account holders.
You may sign up for Automatic Bill Pay by submitting this online form or by visiting your nearest branch office.
Unfortunately, Hawaiʻi Gas does not transfer services. If a customer is relocating, they must close an account and open another at the other location. To see how to close an account View the "How Do I Close An Account/End Gas Service For A Residential Unit?" FAQ. To see how to open an account View the "How Do I Open An Account/Start Gas Service For A Business?" FAQ.
You may pay your bill online via SpeedPay by clicking here.
If you wish to pay in person, we have two options for your convenience:
1. You may visit any one of our branch locations. To find a location nearest you please click here.
2. You may also visit any Western Union Location. To find a location nearest you please click here. When selecting a filter, please select “Payments”.
Please allow a minimum of (10) ten working days for Hawaiʻi Gas to deliver propane to your home or business. In order to prevent a service interruption, please call us for:
• Tank Service: When the gauge reads between 30-35 percent. Please note that the gauge reads the percentage of the tank’s capacity and not gallons.
• Cylinder Service: When the first cylinder empties and you switch to the second cylinder.
If you run out of propane and are in need of an “emergency” fill, a service charge may be assessed.
To change the automatic bill payment:
If your bank account from which automatic bill payments are drawn has changed, please fill out a new automatic bill payment form and submit it with a copy of the voided check or deposit slip for the new account, along with a short note requesting the date you would like the change to occur.
Please note that changes may take up to 30 days to complete. If a statement is generated within this window, you may need to make a manual payment in order to avoid late fees. If you are requesting a change or cancellation of automatic bill payment within a week of the statement due date, we may not be able to stop the payment from being pulled from your old account.
To cancel the automatic bill payment:Please submit a signed request in writing to cancel your automatic bill payments. Be advised that if you signed up for automatic bill payments in order to waive the deposit on the account, and your account has been opened for less than twelve consecutive months, a deposit will be charged to your account upon cancellation of automatic bill payments.
If you are a residential customer:
The account holder, or other authorized party on the account, may call our office, verify their information and authorize (or de-authorize) another individual.
If you are a business customer:
Please submit a letter (preferably on letterhead) listing the people that you would like us to be able to speak to regarding your account. The letter must be signed by the owner or authorized agent or officer of the business, verifiable under the Department of Commerce and Consumer Affairs (“DCCA”) if the business is registered. Please include a contact phone number.
Automatic Bill Pay is a free and easy option to pay your bill by authorizing Hawaiʻi Gas to automatically deduct current charges from the bank account you designate. You still will receive a detailed monthly gas bill listing current charges or credits to your account. You have two weeks to review your current gas charges before your payment is automatically deducted on the due date. Sign up for Automatic Bill Pay here.
Online Bill Pay is another option for our customers to view and pay their bill online. In addition, you will have an option to pay online with a low cost convenience fee. Find out more about Online Bill Pay here.
If you believe your bill is incorrect, call us before the payment due date and we will provide a prompt explanation, in writing if requested. Payment of the bill will then be due within seven (7) days of the explanation. If you still disagree, you may pay under protest. To do so, please do not write on the bill. Instead, send us a letter with your name, account number, date of the bill, description and amount of the error and an explanation of why you still believe the bill to be in error.
For utility customers, you may also mail a copy to the Hawaiʻi Public Utilities Commission, 465 S King St, Suite 103, Honolulu, HI 96813.
If your name has changed due to marriage, divorce or legal name change, please submit a copy of the legal document indicating the name change (divorce decree, marriage license, etc.) along with a note requesting the change.
If you want to change the name on the account to a different primary account holder, the new account holder will need to initiate the process to activate a new account. Please note that activation fees and deposits will be required.
Hawaiʻi Gas’ monthly customer charge covers the costs associated with providing the safe and reliable service you’ve come to expect. The charge goes directly to services such as reading gas meters, on-site inspection and testing of tanks, processing and generating customer bills, and equipment costs such as tanks, service lines, meters, and regulators. In addition, our monthly customer charge allows us to provide unmatched 24/7 customer support and important emergency response services.
Yes. Propane is one of the lightest, simplest hydrocarbons in existence, and, as a result, is one of the cleanest burning of all fossil fuels. Propane gas is nontoxic, so it’s not harmful to soil and water. It is also an approved, alternative clean fuel listed in the 1990 Clean Air Act and the National Energy Policy Act of 1992.
Propane is also a natural by-product of the gas refining process, which means that we don’t have to do any additional drilling or mining in order to gather propane. It doesn’t contaminate soil or groundwater, and when it burns it emits extremely low levels of carbon dioxide and particulates compared to other sources of fuel.
Propane is a trusted and reliable energy source that is used by thousands of Hawaiʻi families and businesses. It fulfills energy needs by burning cleanly and efficiently, giving consumers more value for their energy dollar. People use propane in or outside their homes for furnaces, water heaters, air conditioners, grills and appliances; on farms; for industrial uses such as forklifts and fleet vehicles; and in millions of commercial establishments, including restaurants and hotels that depend on propane for heating, cooking and other uses.
Propane is stored in tanks, which should be kept outside. Never store propane tanks inside or in an enclosed area. If the tanks were to leak, it could pose a hazard. Also, propane tanks should only be filled to around 80% capacity to allow for propane expansion during periods of extreme heat.
According to the U.S. Department of Energy, it could cost up to twice as much to operate your range, water heater, dryer or furnace with electricity than with propane gas.On a pure fuel cost basis, propane can be up to 35 percent cheaper than electricity.
Propane is a safe fuel to use in your home and business. Propane has a narrow range of flammability and cannot be ingested like gasoline or alcohol fuels because it is released as a vapor from a pressured container. In addition, our certified gas appliance service technicians ensure that homeowners understand how to properly maintain their propane appliances and enjoy a healthy, safe environment.
Liquid propane is stored under pressure and when it expands into vapor form it cools the regulator to a temperature of negative 44 degrees Fahrenheit. When the cold metal contacts the water vapor in the air, frost forms. This is similar to when you open your freezer and you see a mist coming out.
Synthetic Natural Gas (SNG) is methane produced by converting naphtha, a by-product of oil refining, into methane. This process occurs at Hawaiʻi Gas’ SNG Plant in Campbell Industrial Park. While SNG is similar in properties to natural gas found in the earth all over the world, SNG does contain less methane than natural gas. Despite the difference in methane purity, SNG and natural gas can still be blended together without any difference to our customers. SNG and natural gas are distributed to the greater Honolulu area via an underground utility pipeline system that runs from Kapolei to Hawaiʻi Kai.
Homes and businesses on Hawaiʻi Gas’ SNG pipeline system consume approximately 24 million therms or 2.3 billion cubic feet of SNG every year. That’s the equivalent to producing approximately 100 million hot showers.
Yes. SNG contains non-toxic, non-corrosive gas. SNG is lighter than air so if it escapes into the atmosphere, it dissipates rapidly. When mixed with the proper amount of air and ignited, SNG burns with a clean, blue flame.
It is one of the cleanest burning fuels, producing primarily heat, carbon dioxide and water vapor. SNG also has a narrow combustion limit. This helps ensure predictable, safe use. Natural gas will only ignite when there is an air-and-gas mixture of between 5 and 15 percent natural gas. Any mixture containing less than 5 percent or greater than 15 percent natural gas will not ignite.
To get a better idea of our SNG manufacturing process, please view our How SNG is Made and Distributed section.
Yes, customers using appliances running off SNG pay less than using electric appliances for the same task. In fact, on a pure fuel cost basis, SNG is 42% less expensive than electricity.
