How Southern Gas Company Works and What to Know Before You Call
Southern Gas Company provides natural gas service to parts of South Carolina, primarily in the Midlands region
Southern Gas Company is a regulated utility that delivers natural gas to residential and commercial customers in central South Carolina. The company operates under the jurisdiction of the Public Service Commission of South Carolina, which sets rates and oversees service standards. If you heat your home with gas, cook on a gas stove, or use gas for water heating or other appliances, you likely receive your gas through Southern Gas Company if you live in their service territory.
Understanding how the company operates, what services they provide, and how to contact them matters when you're setting up new service, troubleshooting an appliance problem, or dealing with a billing question. Southern Gas Company handles the gas delivery itself—the pipes, the meter, and the supply—but does not manufacture or sell the appliances that use that gas.
Key Takeaways
- Southern Gas Company delivers natural gas to parts of central South Carolina under regulation by the Public Service Commission of South Carolina.
- The company is responsible for the gas lines, meter, and supply, but not for the appliances that use the gas.
- You can contact Southern Gas Company directly to set up service, report a gas leak, or ask about your bill.
- If your gas appliance stops working, you may need an appliance repair specialist rather than the gas company, unless the problem is with the gas supply itself.
- The Public Service Commission of South Carolina handles complaints about rates, billing, or service quality if you cannot resolve them with the company directly.
When to call Southern Gas Company versus an appliance repair person
Southern Gas Company handles problems with the gas delivery system: the meter, the lines running to your home, the pressure of the gas coming in, and whether gas is reaching your appliance at all. Call them if you smell gas, if your meter is not working, if you suspect a leak, or if you have no gas pressure to any appliance in your home.
An appliance repair specialist handles problems with the appliance itself—a furnace that won't ignite even though gas is reaching it, a water heater that leaks, a stove burner that won't light, or a dryer that runs but produces no heat. If gas is reaching the appliance but the appliance is not working, the problem is usually with the appliance, not with Southern Gas Company's delivery system.
One exception: if you smell gas near an appliance, call Southern Gas Company first, not an appliance repair person. A gas leak is a safety issue that the utility needs to investigate immediately.
How to set up new gas service
Contact Southern Gas Company directly to open an account if you are moving into a home or business in their service territory. You will need to provide your name, address, phone number, and the date you want service to start. The company will ask whether you are a new customer or whether service has been active at that address before.
Southern Gas Company may require a deposit if you are a new customer, though the amount varies based on your credit history and the estimated usage for your location. Ask about the deposit amount and payment options when you call. The company can usually activate service within a few business days of your request, though the exact timing depends on whether a meter is already installed at your address.
If you are moving to a new address within Southern Gas Company's service territory, you can request a transfer rather than opening a new account. This process is usually faster than setting up entirely new service.
What to do if you smell gas or suspect a leak
Leave the building immediately if you smell gas. Do not use any electrical switches, light matches, or create any spark or flame. Once you are outside and away from the building, call Southern Gas Company's emergency line from a safe location—a neighbor's phone, a cell phone away from the building, or a public phone.
Southern Gas Company operates a 24-hour emergency response line for gas leaks and safety concerns. The company will dispatch a technician to your location at no charge to investigate. Do not re-enter the building until a Southern Gas Company representative has confirmed it is safe to do so.
If you cannot reach Southern Gas Company immediately, call 911 and report a possible gas leak. Emergency responders can help keep people away from the area until the gas company arrives.
Understanding your gas bill and account
Your Southern Gas Company bill shows the amount of gas you used during the billing period, measured in therms or cubic feet, and the cost per unit. The bill also lists any service charges, taxes, and adjustments. Billing cycles typically run monthly, though the exact dates vary by customer.
If your bill seems unusually high, check whether the weather was colder than normal during that billing period—heating is the largest use of gas for most households. A leak in your gas line or a malfunctioning appliance can also cause higher usage. Contact Southern Gas Company if you want to discuss your bill or if you suspect a problem with your meter.
Southern Gas Company offers budget billing, which spreads your annual gas costs evenly across twelve months so your bill is more predictable. Ask about this option when you set up service or call to discuss your account.
How rates are set and regulated
Southern Gas Company is a regulated utility, which means the Public Service Commission of South Carolina reviews and approves the rates the company charges. The company cannot simply raise rates whenever it wants; it must file a rate case with the Commission and justify any increase based on its costs of operation, maintenance, and capital investment.
When Southern Gas Company files a rate case, the Public Service Commission holds hearings where the company presents its case and the public can comment. The Commission then decides whether to approve the increase, deny it, or approve a smaller increase. This process protects customers from arbitrary rate hikes while allowing the company to recover its legitimate costs.
You can find information about Southern Gas Company's rates and any pending rate cases on the Public Service Commission of South Carolina website. The Commission also handles complaints about billing disputes or service quality if you cannot resolve them directly with the company.
Payment options and account management
Southern Gas Company accepts payments by phone, mail, and online through their website or customer portal. You can set up automatic payments from your bank account to ensure your bill is paid on time each month. Late payments may result in a late fee, and service can be disconnected if your account falls significantly behind.
If you are having trouble paying your bill, contact Southern Gas Company to discuss your options. The company may offer a payment plan or refer you to local assistance programs that help with utility bills. Some South Carolina nonprofits and government agencies provide emergency utility assistance to households in financial hardship.
You can view your account online if you set up a customer portal account with Southern Gas Company. This allows you to check your balance, see your usage history, and manage your payment method without calling the company.
Frequently Asked Questions
How do I know if Southern Gas Company serves my address?
Call Southern Gas Company directly or visit their website to enter your address and check service availability. You can also contact your local city or county government to ask which gas utility serves your area. Not all of South Carolina is served by Southern Gas Company; other utilities serve different regions.
What should I do if my gas is shut off and I need it restored?
Contact Southern Gas Company to pay any outstanding balance on your account. Once payment is received or a payment arrangement is made, the company will restore service. Restoration may take a few hours to a full business day depending on when you call and the company's schedule. If you cannot pay the full amount, ask about payment plans or assistance programs.
Can Southern Gas Company help me troubleshoot my furnace or water heater?
Southern Gas Company can confirm that gas is reaching your appliance and that the gas pressure is correct. If gas is reaching the appliance but it is not working, you will need to contact an appliance repair specialist or the manufacturer. Southern Gas Company is not responsible for repairs to appliances themselves.
Who do I contact if I have a complaint about my bill or service?
Start by contacting Southern Gas Company directly to discuss your concern. If you cannot resolve the issue with the company, you can file a complaint with the Public Service Commission of South Carolina. The Commission investigates complaints about billing, service quality, and rate disputes.
Does Southern Gas Company offer any programs to help with high bills?
Southern Gas Company offers budget billing to spread costs evenly across the year. The company may also refer you to local nonprofits or government agencies that provide emergency utility assistance. Ask about these options when you contact the company about your bill.