Access to Property
Meter readers, service technicians and delivery personnel are just a few of the employees who regularly visit your neighborhood. Please help us keep everyone safe by adhering to these safety procedures:
Hawaiʻi Gas personnel are authorized access to gas facilities – meters, tanks, cylinders, and piping – for maintenance and routine operations (per Tariff and service agreement). If, for reasons outside of our control, the meter cannot be accessed or accurate gas usage data is not available, we will notify you and bill you based on an estimated consumption of gas during the affected billing period. To take steps to correct:
Tank Service and Refill
Your first bill will include the cost of the gallons of propane in the tank and any deliveries made during the billing period. Future bills will show gas deliveries and services requested and/or provided during the billing period.
Most propane tank customers are placed on an automatic refill delivery schedule based on the customer’s average monthly gas usage. Other tank customers are placed on a will call delivery schedule due to uncertain timing of their refill. Will call delivery customers 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. If an immediate refill is needed, a service charge will also be added to the billing period. Tank customers are charged for the gas initially in the tank. When gas service is discontinued, tank customers are credited for the value of gas left in the tank. Contact your local Hawai‘i Gas office before the intended end of service date to ensure a timely credit and account closure.
Cylinder Service and Refills
Cylinders are typically installed in pairs. When one cylinder is emptied take these steps to restore gas service:
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 delivery, a service charge will also be added to the billing period.