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Printable
Service Policies
and
Information


Customer Minimum Contract

Customer Fees, Rates, and Charges Policy

Collections Policy

Propane Gas Policy

Marketing Plans for Home Owners and Contractors

Proper Sizing of Gas Water Heater

DOT Requirements for Natural Gas

Budget Billing Sign up - April & May

Bank Draft Authorization

Newport Office
Newport Office

Jefferson City Office
Jefferson City Office


Office Hours:


Monday - Thursday 7:30 AM - 4:30 PM
Friday 7:30 AM - 4:00 PM
Closed Saturdays, Sundays, and Holidays
Newport Office: (423) 623-3069
Jefferson City Office: (865) 475-7911




Propane Walk-in Fill Station (Newport Location only)

Hours:

Monday - Thursday 7:30 AM - 4:15 PM
Friday 7:30 AM - 3:45 PM
Closed Saturdays, Sundays, and Holidays

Please call with any questions you may have, our customer service representatives will be glad to assist you:


865-475-7911               423-623-3069
Jefferson City                        Newport












































Frequently Asked Questions...

Emergencies
What should I do in a gas emergency?
How can I prevent a gas emergency?


Establish or discontinue service
How can I establish or discontinue gas service?
How can I establish gas service after disconnection for non-payment?


Invoices and Payments
What are my payment options?
When is my bill due? When are late charges applied?
Will I get a second notice of payment due? What are my options if I cannot pay by the disconnect date?


Online Billing
How do I create an account?
Can I pay more or less than the total amount dueor set a payment date?
Are there any hardware or software requirements?
Are files stored locally on my computer or mobile device?
Third part payment services(such as doxo)?
PDF Trouble Shooting


Energy Facts, Usage and Rates
What is natural gas? Propane?
How safe is natural gas? Propane?
How is natural gas measured? Propane?
How do I read my natural gas meter? Propane gauge?
What are heating (cooling) degree days?

Glossary

 

Emergencies



What should I do in a gas emergency?

  • If you smell gas (a rotten egg smell)�
    • Leave immediately after opening doors and windows for ventilation. Go to a safe location in a nearby home or building. Then call Jefferson Cocke County Gas Utility and/or 911 immediately. Never assume that someone else has reported the gas leak.
    • Don't light a match or other flame. DO NOT SMOKE.
    • Don't operate any electrical switch, including a light switch or telephone (including cell phones), and don�t start your automobile. A spark could ignite the gas.
    • Never try to repair a gas leak yourself. Leave all repairs to a trained technician.
    • Remember, Jefferson Cocke County Gas Utility checks suspected gas leaks at no cost to you.
  • If you suspect gas is leaking underground�
    • If you ever see unexplained blowing dust or water bubbles coming up from standing water, call Jefferson Cocke County Gas Utility.
  • If escaping gas catches on fire�
    • Call the Fire Department and Jefferson Cocke County Gas Utility
    • Do not attempt to put out the flames. If possible, wet down the adjacent area.
  • If you strike a gas line while digging�
    • Call Jefferson Cocke County Gas Utility. Allow us to come and inspect the line.
    • Never backfill a gas line that might be damaged, even if it�s not leaking. A slight chip in the coating of a steel line could result in a leak from corrosion months later.

How can I prevent a gas emergency?

  • Follow manufacturer�s instructions with all appliances. Keep appliances clean, properly vented and serviced regularly.
  • Make sure everyone in your family knows how to operate gas appliances and shut-off valves. Let everyone in your family smell natural gas by briefly turning on an unlit burner then turning it completely off. Tell them that this is the warning smell of a GAS LEAK.
  • Don�t store combustible materials, such as newspapers, towels, rags, brooms, etc. near a gas appliance.
  • Don�t use or store gasoline, aerosols or other products with flammable vapors near a gas appliance.
  • Have all gas-line alterations and appliance repairs performed by a professional.
  • Call before you dig! It�s the law! Tennessee One Call (Dial 811) or online at www.tnonecall.com. Call 3 days before you dig! It�s a FREE SERVICE!!
  • Have the phone numbers of Jefferson Cocke County Gas Utility, Fire and Police Departments in an easy-to-find place.

Establish or discontinue service



How can I establish or discontinue gas service?

  • Please visit one of our offices to complete forms.
  • A connection fee will be charged which creates service in your name and makes you the responsible party for all bills incurred at that location. The Connection Fee is not a deposit and is non-refundable. It is to be paid upon signing up for service and is non-transferable. Deposits are required for customers with poor credit history.
  • Meters shall be located in ventilated areas readily accessible for examination, reading, replacement, or necessary maintenance
  • NOTE: For propane or commercial service, please visit or call our office.

How can I establish gas service after disconnection for non-payment?

If you have been turned off for non-payment, you will be required to pay all outstanding amounts due in your name, a reconnect fee, and a deposit which is a minimum of $52.50 and could be much greater.

Invoices and Payments



What are my payment options?

  • Online payments are now available, and for your convenience We also offer:
    • Bankdraft Which provides you with the assurance that your monthly payment is made on time.
    • You can visit either of our area locations. By coming in you can use cash, check, or credit card.
    • Phone in your payment using your credit card.
    • We accept Mastercard, Visa, and E-checks at no charge to you.
    • We provide Budget billing (see glossary for definitions).

When is my bill due? When are late charges applied?

  • The due date is printed on each statement in the box labeled "SAVE IF PAID BY xx/xx/xxxx".
  • In order to avoid a late charge, your payment must be postmarked or received in our office by the due date. Failure to receive your bill does not release you from your payment obligation.
  • Late charges are promptly applied according to the due date printed on your statement. Remittance received by mail postmarked on the due date will not be subject to a late charge.

Will I get a second notice of payment due? What are my options if I cannot pay by the disconnect date?

A late notice will be mailed. Every effort is made to work with customers having difficulties paying their bill; however, it is the customer�s responsibility to pay or make arrangements with our office by the "disconnect date." A service man may be dispatched to collect the amount owed or to disconnect service according with the Discontinuance of Service Policy. If the customer then pays the amount due, or if any other payment arrangements are made on the site, a trip charge will be added to the outstanding bill.

Online Billing



How do I create an account?

  • While at our website Click the Pay your bill online button.
  • Look in the top right corner of the page for the registraition link and click the link to get registered.
  • When the registration screen appears fill in your name and account number( exactly how they appear on your statement).
  • Once registered you can view your statements just as they appear on the paper version today.
  • payments can be made using any of our approved methods         (E-Check,Visa, and Master Card).
  • Attention Please Note Once your acount is activated online you will no longer receive a paper bill in the mail.
  • If you would like to revert to a paper statement for any reason contact our office for further assistance.
  • If you sign up for web pay and then call in and request to be removed but later decide to use web pay you must call the office to be reactivated.
  • E-check (see glossary for definitions).

Can I pay more or less than the total amount due or set a payment date?

  • Partial payments will not be accepted online.
  • All online payments must be equal to or greater than the amount due.
  • Online payments made after11:59pm will be posted on the next business day.
  • For customers with multiple statements that wish to pay them simultaneously you must select each statement on the main screen and click Pay Now.

When paying a delinquint bill online please pay the late amount and notify our office to avoid service interruption.

Post dating payments is not currently supported online. However, we are designing and working on implementing this feature please check the website periodically for the latest news.

Are there any hardware or software requirements?

PCs, Macs, Laptops,Tablets,and Cellular phones capable of accessing the internet maybe used. Please note the following supported browser versions:

  • Internet Explorer-8.0 or Greater
  • Safari-4.1.3 or Greater
  • Google Chrome-8.0552.237 or Greater
  • Mozilla Firefox-4.0 or 3.6.16 or Greater

Are Files stored locally on my computer or mobile device?

No, all images are png files(portable network graphics) which are not available offline. However, a pdf version (portable document format supported by Adobe Acrobat) of all statements maybe downloaded, saved, and printed as desired.

PDF Trouble Shooting

Some systems using Adobe/Acrobat Reader and Internet Explorer for reading PDF files may experience a few problems such as:

  • Msie Browser displays a blank screen and/or freezes/crashes.
  • Dialog box over a blank screen claims: "file does not begin with '%PDF-'".
  • Dialog box claims: "download timed out".

The most effective way to fix this problem takes these Seven steps:

  1. Click Start/Windows Icon Button
  2. Select Programs
  3. Find and Open Adobe Reader
  4. Once Reader is open Click the Edit Menu Header
  5. On the Edit Menu list Click Preferences
  6. When the Prefrences Dialog Box open there will be a list of options to the left.Select the Internet Option
  7. Un check the "Display PDF in Browser" Option Click ok and close program.

If PDF still will not load Right click the PDF and Save the File.

Third party payment services(such as doxo).

Please be advised:

  • JCCUD does not support the use of third party payment services (such as doxo). Use of these services is strongly discouraged (as fees may be assessed as a result of using any service other than the one provided directly on our website).

Energy Facts, Usage and Rates



What is natural gas? Propane?

Natural gas (methane, CH4) comes from the decomposed remains of ancient plants and animals. The erosion process carried these biological remains down rivers and streams onto shorelines, where they were deposited along with mud and silt. Intense heat and pressure transformed these fossils into hydrocarbons-chemical compounds of hydrogen and carbon atoms. Depending on the arrangement of the atoms, what were once sea plants and animals are now natural gas or crude oil deposits contained in the earth�s crust.

  • Natural gas is lighter than air, non-toxic and contains no poisonous ingredients. Breathing natural gas is not harmful as long as there is an adequate supply of air to breathe along with it.
  • Natural gas by itself will not burn. Combustion can occur only when there is a mixture of gas and air containing between 5% and 15% natural gas in air.
  • Natural gas in its natural state is odorless. An odor that smells like rotten eggs is added to natural gas so you can smell it.

Propane gas is a manufactured gas and is stored in tanks in a liquid form. Propane is non-toxic and colorless. An odorant that smells like rotten eggs is added so that it can be readily detected if it leaks from its container. Propane is heavier than air, approximately 1.5 the weight, and will not readily dissipate up into the atmosphere. Propane gas has an ignition temperature of approximately 940 degrees Fahrenheit. Propane gas flammability range is approximately 2.2 � 9.6 % in air.

How safe is natural gas? Propane?

Because of its unique qualities of being lighter than air with a narrow band of combustion, natural gas is one of the safest energy sources available. Natural gas burns more cleanly than other fossil fuels. It has fewer emissions of sulfur, carbon, and nitrogen than coal or oil, and there are almost no ash particles left after burning. Propane also has quite a remarkable safety record, due in large part to the stringent codes and regulations developed by the propane industry and the National Fire Protection Association (NFPA). Propane is nontoxic and produces minimal emissions and is not harmful to soil or water.

How is natural gas measured? Propane?

Your natural gas meter measures ccf (100 cubic feet) which is converted to therms for billing (see glossary for definitions).

Propane is measured in gallons. The truck that fills your tank is equipped with a meter. The meter is checked annually by the State of Tennessee for accuracy.

How do I read my natural gas meter? Propane gauge?

We use two different types of meters for natural gas: digital registers and dial registers. Digital registers are very simple and read like the odometer on your automobile. Dial registers use clock-like dials to show your gas usage. This type of meter takes a little longer to read but is easy once you learn how. Read the dials from 0 � 9, clockwise or counter clockwise as indicated by an arrow on the dial. If the hand is between numbers, then record the smaller number.

Numbers on the propane tank volume gauge indicate the percentage of gas remaining in the tank. Look at the gauge attached to the tank with the numbers from 5 to 95. You should monitor this gauge regularly and call Jefferson Cocke County Gas Utility for a fill if it falls to 10% or less.

What are heating (cooling) degree days?

Heating degree days are indicators of household energy consumption for space heating. It was found that for an average outdoor temperature of 65 degrees Fahrenheit, most buildings require heat to maintain a 70 degree temperature inside. Similarly, for an average outdoor temperature of 65 degrees or more, most buildings require air-conditioning to maintain a 70 degree temperature inside.

To compute degree days, take the high and low temperature for the day, and average them. If this number is greater than 65 degrees, then we have cooling degree days. If the average is less than 65 degrees, then we have heating degree days.

Glossary

AGA - American Gas Association

APGA - American Public Gas Association

Air-gas-ratio - The ratio of the air supply to the gas supply, necessary to achieve proper combustion

BTU British Thermal Unit - A measurement of heat. One BTU is equal to the amount of heat required to raise one pound of water one degree Fahrenheit at sea level.(required to convert CCF to therms.)

Bank draft - Payment method where customer�s monthly bill is drafted from their bank account automatically.

Base pressure - The pressure used as a standard in determining gas volumes. The pressure condition used to define a cubic foot of natural gas at four ounces per square inch.

Budget Billing - Allows customer to pay their utility bill in equal installments, thereby eliminating high payments in the winter months. In March, Jefferson Cocke County Gas Utility will reconcile what the individual customer has paid with what they have used.

CCF - 100 Cubic Feet (your meter reading is based on ccf)

Cathodic Protection - A method of preventing the corrosion or deterioration of underground pipe and connected equipment, through the control of electrolysis.

Chromatograph - An instrument used to analyze the make-up of various substances, and often used to determine the Btu content of natural gas.

City Gate - The point or measuring station at which a gas distribution utility receives natural gas from pipeline transmission company.

Cubic Foot (cf) - A measurement of gas volume. One cubic foot is equal to the amount of gas required to fill one cubic foot under standard temperature and pressure (60 degrees Fahrenheit and 14.7 pounds per square inch pressure)

DOE - Department of Energy

Degree Day - Heating Measure of the coldness of the weather experienced, based on the extent to which the daily mean temperature falls below a reference temperature, usually 65 degrees Fahrenheit.

Dekatherm (Dth) - Equal to 10 therms, 1,000,000 BTUs, or 1 MMBTU

Distribution System - The mains, service piping and equipment operated by a distribution company to deliver natural gas to customers.

E-check - An electronic transfer of funds through your bank account

End-user - An entity which is the ultimate consumer for natural gas. An end-user purchases gas for consumption but not for resale purposes.

FERC - Federal Energy Regulatory Commission

Fuel Gas - A quantity of gas required by a transporter to provide the transportation service. Fuel gas includes, but is not limited to, gas consumed in transporter�s mainline compressor stations, gathering system booster stations and processing plants.

Gas, Natural - A naturally occurring mixture of hydrocarbon and non-hydrocarbon gases found in porous geological formations beneath the earth�s surface. The principal component is methane.

Interstate Gas - Gas transported in interstate pipelines that�s sold and consumed in states other than the state in which the gas was produced.

Interstate Pipeline - Pipeline that transports natural gas across state lines. Interstate with respect to natural gas companies, the transporting and sale of gas for resale across state lines.

LDC - Local distribution company. A natural gas utility company that delivers natural gas directly to the consumer.

Leakage - Volume of gas lost through holes in pipes or fittings, bad joints, or broken pipes or fittings.

Load - The rate of natural gas from one point to another. As contrasted with service piping, mains generally carry larger volumes for general or collective use.

Marketer (Broker) - Non-regulated buyer and seller of natural gas.

MCF - 1,000 Cubic Feet

MAOP - Maximum allowable operating pressure. Refers to the maximum gas pressure at which a piping system is allowed to operate.

Meters - Devices used to measure and record the usage of natural gas. Typical types are orifice, positive displacement, rotary and turbine.

NFPA - National Fire Protection Association

Nominations - Exact listing of the gas quantities to be transported during any specified time period. A nomination includes all custody transfer entities, locations, compressor-fueled and other volumetric assessments, and the precise routing of gas through the pipeline network.

Odorization - The placing of malodorant, usually mercaptan, in natural gas for the purpose of detecting its presence. Especially helpful for reporting and investigating possible leakage.

PGA - Purchased Gas Adjustment � adjustment on a monthly basis (either up or down) to reflect variations in the cost of purchased gas

Pipeline - Piping designated to deliver larger volumes of natural gas over great distances; are usually operated by gas transmission companies and often are larger diameter pipes operating at high pressure. Most city gates receive natural gas from a pipeline.

Pipeline Capacity - Maximum amount of gas that can be moved through a pipeline system � based on existing service conditions such as available horsepower, pipeline diameter(s), maintenance schedules, regional demand for natural gas, etc.

Pressure Regulator - Device used to reduce and maintain a constant pressure to a piping system.

Pressure Regulating System - Consists of equipment installed for the purpose of reducing and regulating pressure to natural gas mains.

Relief Valve - Over-pressure protection device designed to exhaust excess natural gas pressure to atmosphere and prevent piping from operating above the MAOP.

SGA - Southern Gas Association

Service Line - Piping delivering natural gas from the distribution main to the customer�s premises.

Summer Reduced Rate - Rate charged when customer�s primary summer use of gas is space cooling.

Supplemental Service Rate - Rate charged to customers who use gas for supplemental and/or auxiliary fuel in automatically controlled heating equipment where gas is not the primary heat source.

TGA - Tennessee Gas Association

TN One Call - Tennessee One-Call System, Inc., is a non-profit Tennessee corporation established in 1983, whose mission is to act as an advance notification service to operators of underground facilities anywhere within the state. Tennessee One-Call is governed by a Board of Directors and an Operating Committee. It is the only such service in Tennessee and is recognized as the "official" one-call service for the state of Tennessee.

Therm (th) - A unit of heat equivalent to 100,000 BTUs (quantity of gas with the heating value factored in). Jefferson Cocke County Gas Utility rate schedules are based on therms.

Transportation - Act of moving gas from a designated receipt point to a designated delivery point based on the terms of a contract between the transporter and the shipper. Generally it is the shipper�s gas that is being moved.

Wellhead Price - Cost of gas as it comes from the well excluding cleaning, compression, transportation, and distribution charges.

Wellhead - Assembly of fittings, valves, and controls located at the surface and connected to the well�s flow lines, tubing, and casing that control the flow from the reservoir.

 


   


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