CNG, SCG Redesign Bills to Help Customers Better Understand and Manage Usage
Beginning June 1, new bill design will reflect the same design features used by Connecticut electricity customers, including showing a clear breakdown of charges for Supply, Delivery, and Public Benefits
The top portion of the newly redesigned SCG bill, which also reflects the new design of the CNG bill.
ORANGE, Conn. — May 30, 2025 — Connecticut Natural Gas (CNG) and Southern Connecticut Gas (SCG), subsidiaries of Avangrid, Inc., announced today that they have redesigned the bill format to help customers better understand and manage their natural gas usage. Beginning in June, customer bills will provide a clear breakdown of customers’ charges for Supply, Delivery, and Public Benefits, while also providing detailed information and graphics on usage history, account details, billing summaries, company contact information, and more. The new bill format for CNG and SCG customers reflects the same design features and layout as the one used by Connecticut’s non-municipal electric companies, including CNG/SCG sister company United Illuminating (UI), which launched in the February 2024 billing cycle.
“As energy issues continue to elicit questions from so many Connecticut residents and businesses, we at CNG and SCG are pleased to launch a new bill redesign that will help our customers better understand exactly where their money is going each month,” said Frank Reynolds, President and CEO of CNG and SCG. “Since UI launched its own similarly redesigned bill last year, customers’ understanding of how various programs and policies impact their monthly charges has increased dramatically, and we are hopeful that now, our CNG and SCG customers will also empowered and equipped to understand and manage their energy usage. I am proud of our Customer Service team for putting in a great deal of time and effort in collaboration with our regulators to ensure our customers have the most transparent and educational bill possible, and I look forward to their feedback as we move forward with this new bill layout.”
The new CNG and SCG bill aims to provide clear, accurate, and up-to-date information for both residential and Commercial & Industrial (C&I) customers. Customers’ June bill will be accompanied by a sample bill (watermarked as SAMPLE BILL) and an explainer with call-out boxes on each section so that customers can understand all the information included. This sample bill with call-out explainers can also be found online: Sample Bill - CNG and Sample Bill - SCG.
CNG and SCG’s bill redesign process dates to 2020, when PURA EOE asked utility companies – beginning with the electric companies UI and Eversource – to explore how customers’ utility bills could be redesigned to enhance customer understanding. Accordingly, the UI Customer Service team presented early redesigned bill mock-ups to EOE, and in December 2020, PURA opened Docket No. 14-07-19RE06, which officially began the comprehensive bill redesign for UI and Eversource. That process concluded with the launch of the electric bill redesign in the February 2024 billing cycle. Following the successes in increasing engagement and understanding among electric customers, CNG and SCG’s design replicates many of the same features for natural gas customers.
“Our team believes strongly in being transparent and clear with our customers, which is why we have embraced a new bill design for CNG and SCG that fully reflects these values,” said Tracey Pelella, Vice President of Customer Service at CNG and SCG. “We hope our customers will find added value with these new changes so they can better understand and manage their usage and subsequent costs. For any questions, we encourage customers to call us directly: we are always here to help.”
For questions and concerns, SCG’s Customer Care Center (non-emergency line) can be reached from 7:30 AM to 6:30 PM, Monday through Friday, at (800) 659-8299. CNG customers can reach their Customer Care Center from 8 AM to 6 PM, Monday through Friday; CNG-Greenwich customers can call (203) 869-6900, while CNG-Greater Hartford customers can call (860) 524-8361.
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