Emergencies and Customer Care: 1-800-994-2762


What is natural gas?

Natural gas is a fossil fuel produced from decomposing plants and animals, pressed for millions of years under tons of rock and soil. Natural gas is composed of 95% methane, 4% ethane and 1% nitrogen, propane, butane and other gases. This raw gas is sent to a processing facility to become predominantly methane.

How is natural gas transported?

Natural gas is transported through a network of gas pipelines that extends right to your home or building. These pipelines are underground so you don’t have to worry about them protruding from your lawn, making it look like you live on a construction site.

How safe is natural gas?

Natural gas is one of the world’s safest sources of energy. One of the great properties of natural gas is that because it is lighter than air, it dissipates very quickly.

Natural gas also burns cleaner than fuel oil. Emissions produced by natural gas combustion are far less harmful than those produced by oil, coal and wood. No fuel tanks are required for delivery, reducing the risk of leaks polluting land and groundwater.

Despite the safe properties of natural gas, like all combustion fuels or materials it is flammable and can produce carbon monoxide when trapped in a confined space and there is an inadequate supply of oxygen.

Our Commitment to Safety

Liberty provides customers with safe and reliable delivery of natural gas to homes and businesses. Safety is our top priority.

What do we do to ensure your safety?

We conduct regular inspections and tests to ensure that our pipeline system and equipment are working safely and efficiently.

Our service and operations people are trained to carry out procedures according to strict codes and standards that cover everything from the distribution of natural gas to the inspection of equipment in your building.

The transportation and distribution of natural gas and the manufacture and installation of equipment are governed by stringent technical and safety codes and standards, developed by the gas industry and the provincial and federal governments. As a result, we have an excellent safety record.

At work, be sure that your employer has a copy of Liberty's natural gas Material Safety Data Sheet.

It’s our duty – and pleasure – to provide you with all the maintenance and safety information you need.

We provide free emergency service, 24 hours a day, 7 days a week. No matter what your issue is, we’ll take care of it.

Call us to report:

  • If you smell gas
  • Carbon monoxide alarm sounds
  • Fires that involve natural gas
  • Broken gas pipe or meter
  • Overheating of natural gas equipment

For Emergencies, call 1-800-994-2762 and press option #1.

It’s also up to you to put safety into practice. A small investment of time and attention now could result in a safer home and energy savings.

What to do if you smell gas?

Providing our customers with safe, reliable service is our top priority. In the event of an emergency, our employees will be working hard to restore services as soon as possible.

Do You Smell Gas?

If You Smell Gas Please Follow These Steps:
If you suspect a leak inside your home or business:

  • Check to be sure your range and oven controls are turned off. DO NOT turn off the gas supply to any appliances. 
  • DO NOT use electrical switches, telephones, appliances, garage door openers, etc. This can cause sparks.
  • DO NOT use lighters or matches and do not smoke.
  • DO NOT open doors or windows in an attempt to ventilate. 
  • Instruct others to leave and evacuate the premises immediately. Close the door behind you. 
  • DO NOT turn off your gas meter. This valve should only be operated by a qualified technician.
  • When you arrive at a safe location, call Liberty immediately at 1-800-994-2762 or call 911.
  • Be sure to tell us the exact street location and cross streets.

If you suspect a leak outside your home or business:

  • Take note of the location where you smell gas and report it to Liberty at 1-800-994-2762 or call 911. 
  • Be sure to tell us the exact street location and cross streets.
  • Keep clear of the area.
  • Do not start any motors or motor vehicles near the area of the gas odor.
  • Do not use lighters or matches and do not smoke.

We're here 24 hours a day 365 days a year to serve you. We'll be there as soon as possible to make sure that the situation is safe. 

Call or Click Before You Dig

Are you installing a fence, landscaping or digging a garden? Are you planning on renovating or building an addition to your home? Maybe you’re excavating for a new porch or swimming pool?

Digging in the wrong spot during renovations could damage the underground network of natural gas pipes, telephone, hydro and cable TV wires, as well as water and sewer connections. This could cut off service not just to your home, but also to the entire neighbourhood. You do not want your usually friendly neighbours banging on your door to demand to know why they can’t watch their favourite shows. Besides missing TV shows, you could cause a safety risk to yourself and others by digging in the wrong spot.

Homeowners and contractors are required by law to obtain the location of buried natural gas pipes before breaking ground. So before you dig visit ClickBeforeYouDig.com or call 1-866-344-5463 to request a FREE utility line locate.

Liberty offers a free service to protect you and others from unnecessary damage. We will locate underground natural gas pipes and mark them with yellow paint, stakes or flags so that you can avoid damaging underground pipes. Damaging underground services can have serious consequences for you such as:

  • Injuries
  • Loss of service, creating a safety risk for you and others
  • Expensive restoration costs and potential legal action

Liberty requires a minimum of three business days notice.

Visit ClickBeforeYouDig.com or call 1-866-344-5463 at least three business days (72 hours) before you plan to dig. For emergency locates, Liberty is available 24/7. Have a pen or your tablet ready and be prepared to provide:

  • Who is digging
  • When and where you are digging
  • Why and how you plan to dig
  • Telephone number for a return call

If necessary, a locator will visit the site and identify and mark the location of underground pipes.

Protecting your Family

Do your part to keep your children and pets safe around natural gas appliances.

Be prepared:

  • Never tie your dog (big or small) to a gas meter.
  • Install smoke detectors on every floor of your home. Check batteries once a month. Replace batteries annually.
  • Install carbon monoxide detectors and learn the signs of carbon monoxide poisoning.
  • Always turn off gas appliances when not in use.
  • Post emergency phone numbers - your doctor, police fire, Liberty - by every telephone in your home.
  • Do not attempt to put out a gas fire yourself. Never use water on burning gas. Call your local fire department in case of emergency.

Don’t forget about the kids! Your children need to know:

  • What natural gas smells like (rotten eggs)
  • To ask for ID if a service person calls.
  • That touching a natural gas appliance is dangerous.
  • The dangers of open flames.
  • What the smoke detector and carbon monoxide alarms sound like.

Your babysitter needs to know:

  • What natural gas smells like.
  • How to use your natural gas appliances.
  • Where to find emergency phone numbers.

Conduct regular maintenance checks:

  • Have qualified service technicians perform regular tune-ups on your furnace or boiler.
  • Inspect heating systems once each season.
  • If a vent pipe or flue is loose, cracked, rusted or pitted, have it replaced by a licensed heating contractor.
  • Make sure draft hoods, vent caps and exhaust fans on your gas appliances are clear and open.
  • Make sure your chimney isn’t blocked by insulation, leaves, bird nests or debris.
  • In winter, don’t let snow or ice cover your gas meter, pressure regulator, or appliance vents. This could interrupt your gas service or cause your gas appliances to malfunction.

Use common sense:

  • Do not heat rooms with a gas stove or oven. They can reduce oxygen levels and cause a build-up of carbon monoxide.
  • Make sure rooms containing gas appliances are well-ventilated.

Pay Attention to Natural Gas Operation:

  • Report all leaks or gas smells immediately.
  • Look for yellow or orange gas flames. Gas flames should be blue. (Please note: flames might flicker yellow due to dust particles in the air, and some natural gas fireplaces are designed to have yellow flames).
  • Note any staining, sooting or discolouration on or around gas appliances.
  • Never extinguish a pilot light. Blowing out the pilot light may not stop gas from flowing out.
  • Do not store or use flammable products near a natural gas pilot light or gas burner. If you do use these products, make sure your home is well-ventilated before, during and after use.

Protecting Yourself from the Dangers of Carbon Monoxide

Carbon monoxide (CO) is odourless, colourless, tasteless and very poisonous.

CO prevents your blood from absorbing oxygen leading to loss of consciousness and, in extreme cases, death. It is slightly lighter than air and as it enters a space will most likely rise up.

Pregnant women, infants, seniors, pets and people with coronary or respiratory problems are extremely vulnerable.

What are the symptoms of carbon monoxide exposure?

Exposure to CO can cause flu–like symptoms without a fever, including:

  • Headaches
  • Nausea
  • Dizziness
  • Drowsiness or fatigue
  • Burning eyes
  • Confusion
  • Unconsciousness
  • Loss of coordination

If someone is experiencing carbon monoxide poisoning symptoms:

  • Leave the house/building immediately and get medical help.
  • Call 911.

If you experience these symptoms while inside, but feel better outdoors or away from home, CO may be the cause.

Consult your doctor and advise him/her of the potential exposure to CO poisoning.

What are the danger signs of carbon monoxide?

Be alert to these signs:

  • Stale, stuffy air in your home.
  • The pilot light of your furnace or other gas–fired equipment keeps going out.
  • A sharp smell of rotten eggs when furnaces and appliances turn on.
  • A normally clear blue burner flame becomes “lazy” and mostly yellow or pilot light turns mostly yellow. Note that a little yellow will always be present. Small bits of airborne dust will go through the flame causing some yellow.
  • Chalky, white powder on a chimney or exhaust vent pipe or soot build–up around the exhaust vent.
  • Excessive moisture on walls or windows in areas with natural gas equipment.
  • Be sure to check your humidifier settings as well. If the humidifier is turned up too much, this can also cause moisture build up on windows and walls.
  • Your carbon monoxide alarm sounds.

Where does carbon monoxide come from?

CO is a by-product of burning fuels, including wood, heating oil, propane, kerosene, gasoline, diesel fuel, coal, charcoal, and natural gas. All fuel–burning equipment and appliances are potential sources for carbon monoxide.

The natural occurring products of combustion are as follows: carbon dioxide, water, vapour, nitrogen and heat. Carbon monoxide is NOT a regular part of these products unless there is a problem.

Carbon monoxide hazards can result from:

  • Natural gas heating systems and appliances that are not properly maintained.
  • Gas–fired equipment in an enclosed space, which has an inadequate fresh air supply for venting of exhausts.
  • Dirt and blockage such as a blocked chimney or flue.
  • Careless use of equipment, for example, running gasoline–powered equipment in an attached garage.
  • Using equipment that consumes household air. A roaring fire can use up to 10 times as much air as your furnace. If possible, open a window near the wood fireplace, helping replace the air that is going up the chimney.
  • Tobacco smoking also contributes small amounts of CO into the air.

Do natural gas appliances produce carbon monoxide?

Natural gas appliances that are properly installed and maintained should not release carbon monoxide. To operate safely, any fuel–burning appliances must have:

  • An adequate supply of fresh air.
  • Effective venting that carries exhaust outdoors

Help prevent Carbon Monoxide:

The Carbon Monoxide Safety Association recommends annual inspection of all natural gas appliances by a qualified technician or when you add a new appliance or after a chimney fire.

Between annual chimney inspections, keep the chimney, flue and external openings of all exhaust vents clear of insulation, leaves, birds’ nests or debris. You should also:

  • Maintain good air supply and ventilation for your fuel–burning equipment.
  • Never run a lawnmower, snow blower or vehicle engine inside.
  • Never use a charcoal or gas barbecue inside your home.
  • Make sure that your gas water heater’s combustion air openings (at the bottom of the tank) and the opening below the draft diverter (on top of the tank next to the flue duct) remain unblocked.
  • Keep the furnace fan compartment door closed and the panels in place when operating. Also keep the chimney cleanout access door closed.
  • If you’ve partitioned off your furnace and water heater, you may need additional ventilation, such as openings on the furnace room door.
  • If you have a natural gas clothes dryer, be sure the exhaust duct is vented to the outside and has a hood. Clean out any lint or debris and check that the flapper moves freely.
  • When your fireplace, coal or wood stove is operating, open a window and close warm air registers. You can also install a fresh air duct directly to the fireplace so that it won’t steal air from your furnace.
  • Run exhaust fans briefly as prolonged use can remove air and waste heat.

Carbon monoxide alarms are a good second line of defense. Carbon monoxide alarms are sold in hardware, department and other retail stores. No matter what make or model you choose, always follow the manufacturer’s instructions for installing, maintaining and testing the device.

Carbon monoxide alarms must be installed, maintained and replaced as per the manufacturer’s instruction. A smoke detector won’t detect carbon monoxide. Always follow the manufacturers instructions on the placement of the alarm.

Look for these features when buying a CO alarm:

  • CGA blue flame symbol
  • Approved to CSA 6.19 or UL 2034 standard
  • Reset button

If your carbon monoxide alarm sounds:

  • Open windows and doors to ventilate your home.
  • Verify if anyone in your household has symptoms of exposure to carbon monoxide. If yes:
    • Leave your house immediately
    • Seek medical help
    • Call 911

If no one is suffering symptoms:

  • Reset the CO alarm as per the manufacturer’s instructions.
  • Check the batteries. (Some alarms sound when batteries are weak.)
  • Air the unit out.
  • Check if there is humidity from bathroom or kitchen, chemical fumes or exhaust from a gasoline–powered engine.
  • Check if there are fumes from a wood–burning stove or fireplace, make sure the damper is open and a window is open.
  • If you cannot determine the cause and the alarm continues to sound, leave windows and doors open and call 911.

Flooding and Natural Gas Safety

Be Prepared!

If you expect flooding in your basement:

  • Step 1 - Call Liberty at 1-800-994-2762. We will come to your home/business free of charge and turn the supply of natural gas off at the gas meter. A technician will turn off the natural gas service and cap the gas line outside at the meter, if required. It is your responsibility to decide to relocate your equipment.
  • Step 2 - If your equipment needs to be moved, you will be responsible to disconnect and relocate it to a suitable storage area, and any associated costs will be your responsibility. (You may contact a local contractor to obtain pricing for this service.)

Why would I need to move my natural gas equipment?

Natural gas appliances including furnaces, boilers and water heaters that have been submerged, partially submerged, have come in contact with water or had their gas or electrical controls come in contact with water are considered unsafe and must not be used until inspected by a licensed gas technician.

If the electrical components become submerged in water, the equipment will need to be replaced and unfortunately, no warranty from the manufacturer or Liberty will apply.

After the water has receded:

  • Step 3 - You will need to ensure that the area is clean and cleared from all residue and water. We advise that you do no enter a basement where there is standing water. No Liberty employee will enter a basement with standing water.
  • Step 4 - If your gas meter was turned off, it may only be turned back on by a qualified Liberty Technician. Contact Liberty to request a post flood inspection. A technician will come to your home/ business, free of charge, to check the equipment and turn your meter back on. If for any reason your equipment requires service, a service charge will apply. At this time, you will have the option of choosing a service provider to complete the work.

When a major flood occurs in one of our service areas:

Liberty responds to major floods by going to homes and businesses in areas where significant flooding has been reported and shutting off natural gas service to affected customer premises at the meter. This is done as a precaution until all natural gas equipment and appliances can be inspected. (All representatives carry identification.)

If natural gas supply to the premises is shut off at the meter as a precautionary safety measure, we will arrange a time to inspect and, if necessary, repair or replace the meter and regulator set at no charge to the customer. If for any reason your equipment requires service, a service charge will apply.

If you have any questions or concerns, or would like to set up an appointment, please call us at 1-800-994-2762.

Winter Safety: What you Need to Know

As a customer, it is your responsibility to ensure your natural gas meter and equipment are clear of ice and snow during the winter months. Ice or snow buildup can impair the operation of the gas meter. In the event of an emergency, Liberty or the Fire Department may require immediate access to the meter and shut-off valve. A heavy snowstorm, drifting snow or equipment clearing snow from a walkway, driveway or parking lot could bury your meter and create a hazard.

Winter Safety Tips:

  • Check for and keep snow and ice from building up on your natural gas meter, gas piping and appliance exhaust vents.
  • It is important that you carefully clear your natural gas meter and the air intakes and exhaust pipes of snow using a broom or brush to ensure the safe and efficient operation of your natural gas equipment.
  • Use extra caution when clearing the snow on your natural gas meter, piping and appliance exhaust vents to avoid damage to the natural gas equipment.
  • Do not use a shovel, sharp objects or anything hard to clear snow or ice.
  • Never pour hot water on the natural gas equipment to melt ice.
  • Use extra caution when using your shovel, plow or snow blower to avoid piling snow against your natural gas meter, piping and appliance exhaust vents.
  • Check the area around your natural gas meter regularly. If possible, maintain a path to your meter.
  • Notify your snow removal contractor about the location of the gas meter and request that it not be covered.
  • Make sure that roof run-off, freezing rain or water from an eaves trough does not cause a buildup of ice on your meter.

If Your Meter is Covered in Ice:

  • Call Liberty's customer service line (1-800-994-2762) immediately. Do not attempt to remove the ice yourself.
  • We will send a Natural Gas Technician to the site to determine the level of hazard.
  • If there is an extensive amount of ice, we will shut the natural gas meter off so a third party contractor can remove the ice.
  • Once the ice is removed, we will conduct a safety inspection, turn the meter back on, and ensure the safe and efficient operation of the natural gas equipment.

Sewer Safety

Blocked sewer line:

If you, your plumber or contractor need to clear a blockage in a sewer service line beyond the outside wall of a home or business with rotating or water jetting (flushing) equipment, it is extremely important to obtain a utility line locate BEFORE attempting to clear it, even if you are not a natural gas customer. Call 1-866-344-5463 or visit ClickBeforeYouDig.com for a free utility line locate.

What’s the connection between a blocked sewer line and an utility line?

Utilities that use equipment to install underground infrastructure without using a trench (trenchless technology) may have been fitted where some of their substructure may have intersected with existing municipal sewer lines. This affects underground infrastructure including power, telecommunication and natural gas lines in jurisdictions across North America.

Under these circumstances, a natural gas line will remain in a safe condition as long as it is left alone. However, a serious safety risk could arise if power equipment is used to clear a sewer service line and causes damage to the natural gas line.

My sewer is blocked, what should I do?

If you, your plumber or contractor need to clear a sewer service line beyond the outside wall of a building using rotating or water jetting (flushing) equipment, it is very important that you call 1-866-344-5463 or visit ClickBeforeYouDig.com to schedule a free utility locate before doing any further work.

Even if you have called or had work done in the past, we encourage you to call or click each time.

If you do not need to go beyond the outside wall of a building to fix the problem or if you use a video inspection to confirm there is no natural gas line in the sewer, you do not need to call Liberty.

I’m not a natural gas customer, should I have to call?

Yes. Even if you are not a natural gas customer, your property may be located near the natural gas distribution system which means it is still important to call to obtain a natural gas locate prior to conducting any work beyond the outside wall of a building.

How do I know if a natural gas line has been damaged?

Signs that a natural gas line has been damaged during a sewer service line clearing could include the following:

  • Bubbling water
  • A hissing sound
  • Natural gas odour (similar to the smell of rotten eggs)
  • Blowing dirt

Fresh Air and Your Home

Fresh air and ventilation are important both for your own health and to help ensure that your natural gas and other fuel–burning equipment operate safely.

Ensure your good health

If you or any of your family members suffer from allergies, fresh air in your home is especially important. Many different products in your home contribute to indoor air pollution, including:

  • Household cleaners
  • Solvents
  • Glues
  • Varnishes
  • Some types of carpet
  • Particle board
  • Tobacco smoke
  • Ground source radon gas

Constant fresh air is needed to flush out these pollutants and maintain a healthy indoor environment.

Know the signs that your home needs more fresh air:

  • Stale stuffy atmosphere
  • Lingering odours
  • Moisture build–up
  • Back drafts and soot from a wood–burning fireplace
  • Warm air coming back down a furnace chimney or flue

If your home has any of these problems, you must take steps to ensure adequate fresh air supply and ventilation. If not you could:

  • Create an unhealthy indoor environment
  • Cause your fuel–burning equipment to malfunction and produce toxic carbon monoxide

Causes of inadequate air supply:

  • Caulking, weather–stripping, adding storm windows, insulating and sealing your home
  • Systems that remove air such as exhaust fans, central vacuum systems, clothes dryers, and fuel–burning fireplaces

What you can do:

  • Do not close off your fuel–burning equipment area or install equipment (direct–vent or sealed combustion) that can operate safely in a closed room.
  • If your wood–burning fireplace does not already have its own air supply duct, open a nearby window so that it doesn’t compete with your heating system for air.
  • You may need to have a fresh air duct installed near your heating system.

Consult Liberty or a licensed heating contractor who can recommend the best solution for your home.

Consumer Fraud

Protect Yourself from Consumer Fraud

Utility customers are frequently targets of fraud. Scammers can use emails, phone calls or text messages to trick you into giving them your personal information. The information below is intended to help you identify legitimate messages, calls and visits from Liberty to help you avoid falling for a scam. 

If something seems suspicious, call us at 1-800-994-2762 and report the incident to your local police department.

Red Flags – If any of the following occur, end contact immediately and report the occurrence to Liberty or your local police department.

  • Requests for payment over the phone by prepaid credit card
  • Calls on the weekend demanding immediate payment
  • Individuals asking to enter your home to inspect wiring or equipment, unless you have called Liberty 1-800-994-2762 and requested an appointment with us
  • Individuals requesting payment or offering services that are not in a Liberty vehicle, do not have a company identification card, and are not wearing a Liberty logo/uniform
  • Emails requesting personal, account, or financial information
  • Emails including attachments, unless you’ve contacted us to specifically request the information

Valid Practices – The following are examples of valid practices you can expect from Liberty

Liberty employees will never call or email you to ask for payment. We provide various payment options, two of which are done online or over the phone. Those two methods are: 

  • Paperless – using secure online access through MyAccount
  • Credit, debit or ACH - online or by phone 

We will not threaten immediate disconnection via phone or email for non-payment. We will notify you before a disconnection by mail, door tag and/or by phone during normal business hours. A field representative with proper identification may also notify you in person.

If you receive a call or visit that appears suspicious, always end the contact immediately and report it to local law enforcement. You may also call Liberty at 1-800-994-2762 to check on your account status and verify whether the contact is legitimate. Your payment history is also available online with My Account.

This is important information for everyone, not just Liberty customers. If you have family or friends who may be at risk of falling for one of these scams, we encourage you to discuss these tips with them.

Frequently Asked Questions

Can I use any online bill payment vendor to pay my bill?

We advise customers to only use authorized payment partners. Payments made through unauthorized bill pay services are not guaranteed. Some online vendors may present themselves as official payment partners, but only the vendors listed on this website guarantee your payment will be received by Liberty in a timely manner. You can find a full list of authorized payment options here.

How can I identify a Liberty employee?

In some fraud cases, a person will go door-to-door pretending to be a representative of a public utility company and ask to enter a customer’s premises.

Please note that it is company policy for all Liberty employees to wear a photo ID badge with their name and company logo while they are on the job. Always ask for a photo ID from anyone knocking at your door.

If you have any concerns and wish to verify an individual’s status as our authorized representative, please call us at 1-800-994-2762.

Do not let anyone into your premises until you confirm whom they represent. If in doubt, call your local police, or, if you feel threatened, call 911.

How can I identify a valid Liberty email?

Liberty may send the following types of communications by email:

  1. Paperless Bill (e-Bill)
    Electronic bills are only sent to customers who subscribe to this service. Collections notices or alerts regarding your automatic payment plan will never be sent by email. 
  2. Survey Invitations
    We participate in J.D. Power’s annual satisfaction survey of utility customers. You may receive an invitation to complete a survey via email. At no time will you be asked to provide personal information to complete the survey, and we will never request payment through the survey website.
  3. Newsletters
    Customers may receive an electronic newsletter with news from Liberty, savings tips and other offers. Again, payment or personal information will never be requested. 
  4. Emergency Communication
    In the event of an emergency, Liberty may send important safety information by email or text. Payment will never be requested as part of these messages.

If you receive a suspicious email, please call us at 1-800-994-2762.

How can I identify a valid Liberty call?

The use of voice-over-internet allows some fraudulent callers to change their call display information. Even a fraudulent call may appear to be from a local area code, or from Liberty. Be sure to verify the identity of anyone who claims to be representing Liberty. 

There are four pieces of information only a Liberty representative would know about your account. Ask anyone claiming to be a representative to verify these options to ensure you can trust them:

  1. What is my service address?
  2. What is my billing address?
  3. What is my utility account number?
  4. What is the phone number associated with my account?

It is also good practice to ask for a call-back number. If the caller hesitates to provide a phone number and extension, be suspicious. 

If you are contacted by anyone claiming to be a Liberty representative and you cannot verify their identity, do not provide any personal financial information and terminate the call. 

Please note: Before any service disconnection can take place, Liberty is required to send a written notice to any customer at risk of having service shut off. After the notice has been sent, customers will receive an automated follow-up call asking them to visit our website or call their local Customer Service number (1-800-994-2762) to make a payment.

Does Liberty conduct phone surveys?

Liberty does administer an annual Customer Satisfaction Survey by phone and online. Your feedback is essential and helps guide our priority setting activities. We work only with experienced survey providers and customer responses are always anonymous.

Liberty and our approved partners will never ask for your Social Security Number during any phone or online survey. If you receive a call from someone claiming to represent Liberty, and they ask you to verify personal financial information, please end the call immediately.

What should I do if I receive a call or visit from someone posing as a Liberty employee?

Do not let anyone into your premises until you confirm whom they represent. If in doubt, call your local police, or, if you feel threatened, call 911. If you suspect a caller is not legitimate, please end the call immediately. 

We appreciate being notified of any attempted phone, in person, or online fraud. Please call us at 1-800-994-2762. We will keep this webpage updated with new information as it is provided and verified.

General Tips

  • Never share your personal information with an unknown source.
  • Liberty will never ask for immediate payment to maintain service.
  • If you are scheduled for disconnection due to nonpayment, you will have received a written notice about the past due balance that includes the actions you can take to maintain service.
  • If your caller ID says “Liberty” is calling, it may not be accurate. Scammers can fake the number they are calling from and trick you into providing personal information.
  • Whenever possible, shred your old utility bills or any other kind of statement. Do not place them in your recycling bin. 
  • Carefully read all of your utility bills, credit card statements, and credit reports on a regular basis. This will help you identify if anybody is using your name to apply for credit cards, wireless device contracts, utility payments, check reorder, mortgages, or loan applications.
  • Unless you have enrolled in secure Paperless Billing, Liberty will never request payment by email. Be suspicious of any email from your utility or financial institution that requests payment or account validation. 

Customer Owned Pipes

We diligently maintain company-owned pipelines to ensure safety and efficiency. It is important to remember, however, that as the customer of record, you or the property owner are responsible for customer-owned gas lines that begin at the outlet of the gas meter and extend — either above or below ground — to natural gas-burning appliances. Of such customer-owned gas lines, buried gas lines are notable because, if they are not properly maintained, they may corrode or leak. While most people do not own buried gas lines, the following are some examples where customer-owned buried piping may be involved:

  • outside gas lighting
  • gas heaters for pool/hot tub
  • natural gas barbecue
  • detached buildings with gas appliances, among others

These examples are not all-inclusive. You must make your own determination of whether you have buried piping extending beyond your meter.

To properly care for a buried pipe, it is recommended that the pipe be inspected periodically for:

  • leaks on your gas lines
  • corrosion, if lines are metallic

If unsafe conditions are found, the pipeline should be repaired immediately. To have your gas lines checked, contact your local plumbing/heating contractor or a leak survey and corrosion expert. A fee is involved.

Wondering what gas piping is your responsibility?

Extreme Weather Preparation

Plan ahead for extreme weather and potential outages

Whether it’s a winter storm, heat wave, drought, or other severe weather event, Liberty encourages our customers to be prepared for extreme weather conditions by having an emergency plan in place and additional supplies on hand. To prepare, create a basic emergency plan and share it with all household members. Include evacuation routes and a meeting point outside the home. Also create an emergency kit with essentials that you may need if a disaster strikes. Use the checklist below to help.

  • Make an emergency plan
  • Program the following numbers into your mobile phone:
    - Liberty emergency number: 1-88-994-2762
    - Other utility companies
    - Red Cross
  • Charge mobile phones

Create an emergency preparedness kit

Create a kit that has the following items in it:

  • First-aid kit
  • Essential medications
  • Battery-powered or hand-crank radio
  • Back-up battery for mobile devices
  • Flashlight and extra batteries
  • Canned food and manual can opener
  • Bottled water (at least one gallon per person per day)
  • Baby formula (if applicable) and food and water for pets

Download a Checklist

How we restore gas service

Report an Issue

Call 9-1-1, or Liberty at 1-800-994-2762 to report a gas emergency.