FREQUENTLY ASKED QUESTIONS
1. Will my account number change?
a. Yes, you have been allocated a unique 10-digit customer number with Elgas. This number will enable you to use our web-based online portal and ensure that your account is easy to follow when you need to make enquiries.
b. An email was sent to all customers advising them of their new account number on Sunday 2nd February.
c. If you did not receive an email, do not worry, our customer service team will be able to find your account details using your old Ongas customer number.
2. Will my LPG pricing change?
a. All pricing will remain the same as per your previous supplier for the transition period. Should there be any change to your pricing in future, we will advise.
3. How will ELGAS know when my delivery is due?
a. All customer information was transferred from Ongas and uploaded into the Elgas system.
4. What are the payment options?
a. EFT directly to Elgas bank account: 03-0252-0847857-000. Please ensure your new Elgas Customer Number is used as the bank statement reference.
b. Phone Pay with credit card payment – call 0800 435 427 (please note: card surcharge of 0.6% will apply to the total payment amount incl GST)
c. VISA or MASTERCARD online payment – log onto www.elgas.co.nz/pay (please note: card surcharge of 0.6% will apply to the total payment amount incl GST)
d. Direct Debit – register at www.elgas.co.nz/direct
e. NZ Post Office over the counter
5. Will I still get my Supergold card discount?
a. Yes, you will. The discount will change to a $15 voucher per cylinder instead of a percentage.
6. How do I order a cylinder?
a. You can call 0800 84 12 12
b. Email via [email protected]
c. The Elgas online portal – www.elgas.co.nz
7. How do i place an order online?
8. How often do I get billed?
a. If you have ordered a cylinder, you will get an invoice/statement once a month.
b. Rental is charged annually for residential customers.
c. Rental may be charged monthly or 6 monthly for commercial accounts.
9. Will I still have to pay Ongas for my previous cylinder deliveries?
a. No all-customer information including outstanding debt was transferred over to Elgas system. You will need to pay Elgas.
b. It will take approximately 7 business days for any outstanding debt you had with Ongas to appear on your customer account.
10. What about my direct debit will that still be valid?
a. Yes, your direct debit information has been transferred over and is in the Elgas system. Please note that you will be billed by ELGAS from now on.
11. Will I still be able to go through my established channels for support/customer service?
a. Yes, you can still ring us using the Ongas 0800 numbers to speak with someone. The Ongas team have come across to Elgas so you will still be able to speak with the same people you have always dealt with.
12. How will this affect the existing contracts and supply agreements?
a. Any existing contracts or agreements will still be valid until their expiry date when a new contract or agreement is discussed.
13. What should I do if I am concerned that my delivery will not arrive on time?
a. Contact Elgas via email [email protected] or phone 0800 84 12 12.
14. How can I update my contact information, delivery instructions, and preferences?
a. You can either phone or email, but the best way is to register for the Elgas online portal (my account) which is where you can:
i. View Gas prices & Order online
ii. View & Re-order gas from your cylinder inventory
iii. View & Download invoices
iv. View your Elgas account balance.
15. Will this acquisition impact the quality of service?
a. No, there will be no impact to the quality of service. At ELGAS we are passionate about servicing our customers.
16. I am a commercial customer will my account manager be the same person.
a. Yes, the Ongas sales team have transferred across to ELGAS. You will be advised if there is any change to your account manager.