716-686-6123
Fax
716-857-6500
Gas Emergencies: Available 24/7
800-444-3130
NYS HEAP Hotline
877-443-2743
Outside Buffalo/Call Center
800-365-3234
Primary Services
Natural Gas Service Providers
Description
Provides in-person customer service assistance for any National Fuel related questions, concerns, issues, or special programs as listed below.
National Fuel offers a number of payment assistance programs, special protections, and programs for special needs to help make managing utility bill payments easier. More detailed information available at https://www.nationalfuel.com/utility/payment-assistance-programs/
Home Energy Assistance Program (HEAP): Federally funded program to support eligible customers based on income. For additional program details including opening and closing dates, see separate listings or visit: https://www.nationalfuel.com/utility/payment-assistance-programs/heap-overview/
Budget Plan: Divides an estimated annual bill into 12 payments to let you plan ahead with a stabilized monthly bill for up to one year.
AutoPay: Automatically deducts your monthly gas bill payment from your checking or savings account on the bill due date. Your gas bill is paid on time and without having to worry about writing a check, buying a stamp, or mailing a payment. You will still receive your monthly billing statement 20-23 days before the late payment date.
Neighbor for Neighbor Heat Fund: Home-heating assistance program which provides low-income Western New Yorkers with a one-time yearly cash grant to help prevent disconnection of utility service, pay current or past due energy bills (excluding electric utilities), or purchase home heating fuel of any kind.
Extra Security Plan: Eligible customers can receive an extra measure of security if retired or permanently disabled by coordinating bill due dates to coincide with the arrival of income checks to allow for timely payment.
Energy Affordability Program (EAP): Customers who receive Home Energy Assistance Program (HEAP) grants are automatically enrolled in the NYS Energy Affordability Program, which provides monthly discounts on gas delivery charges based on the amount of HEAP assistance received. Residential customers may be eligible to enroll in EAP and receive a discount on their energy bills if they, or another person in their household, receives financial assistance from certain government or tribal programs. For more information, see separate listing or visit: https://www.nationalfuel.com/utility/payment-assistance-programs/statewide-low-income-program-nys-energy-affordability-program/
Enhanced Energy Affordability Program (EEAP): Provides monthly bill discounts for income-qualified households across New York State. National Fuel enrolls eligible customers based on their household income level/size. For more information, visit: https://www.nationalfuel.com/utility/payment-assistance-programs/enhanced-energy-affordability-program/
Third-Party Notification: Customers can designate a third party to receive any reminder or shut-off notices that may come as a result of forgetting to pay a bill.
Smell Gas, Leave Fast: If you smell rotten eggs, it could be a natural gas leak. Leave the premise immediately and contact National Fuel from a different location at 1-800-444-3130, available 24 hours a day, 7 days a week.
National Fuel offers a number of payment assistance programs, special protections, and programs for special needs to help make managing utility bill payments easier. More detailed information available at https://www.nationalfuel.com/utility/payment-assistance-programs/
Home Energy Assistance Program (HEAP): Federally funded program to support eligible customers based on income. For additional program details including opening and closing dates, see separate listings or visit: https://www.nationalfuel.com/utility/payment-assistance-programs/heap-overview/
Budget Plan: Divides an estimated annual bill into 12 payments to let you plan ahead with a stabilized monthly bill for up to one year.
AutoPay: Automatically deducts your monthly gas bill payment from your checking or savings account on the bill due date. Your gas bill is paid on time and without having to worry about writing a check, buying a stamp, or mailing a payment. You will still receive your monthly billing statement 20-23 days before the late payment date.
Neighbor for Neighbor Heat Fund: Home-heating assistance program which provides low-income Western New Yorkers with a one-time yearly cash grant to help prevent disconnection of utility service, pay current or past due energy bills (excluding electric utilities), or purchase home heating fuel of any kind.
Extra Security Plan: Eligible customers can receive an extra measure of security if retired or permanently disabled by coordinating bill due dates to coincide with the arrival of income checks to allow for timely payment.
Energy Affordability Program (EAP): Customers who receive Home Energy Assistance Program (HEAP) grants are automatically enrolled in the NYS Energy Affordability Program, which provides monthly discounts on gas delivery charges based on the amount of HEAP assistance received. Residential customers may be eligible to enroll in EAP and receive a discount on their energy bills if they, or another person in their household, receives financial assistance from certain government or tribal programs. For more information, see separate listing or visit: https://www.nationalfuel.com/utility/payment-assistance-programs/statewide-low-income-program-nys-energy-affordability-program/
Enhanced Energy Affordability Program (EEAP): Provides monthly bill discounts for income-qualified households across New York State. National Fuel enrolls eligible customers based on their household income level/size. For more information, visit: https://www.nationalfuel.com/utility/payment-assistance-programs/enhanced-energy-affordability-program/
Third-Party Notification: Customers can designate a third party to receive any reminder or shut-off notices that may come as a result of forgetting to pay a bill.
Smell Gas, Leave Fast: If you smell rotten eggs, it could be a natural gas leak. Leave the premise immediately and contact National Fuel from a different location at 1-800-444-3130, available 24 hours a day, 7 days a week.
Hours
Customer Service Call Center: Monday-Friday, 7am-6pm.
Customer Assistance Center (CAC) walk-in locations: Monday-Friday, 8:15am-4:30pm.
Customer Assistance Center (CAC) walk-in locations: Monday-Friday, 8:15am-4:30pm.
Eligibility
Service Area: WNY.
Intake Process
Contact the Customer Call Center by phone or walk in at a Customer Assistance Center (CAC).
Program Fees
Fees for delivery and distribution of natural gas.
Languages
Non-English speaking customers can ask for "Language Line" any time, in person or by phone. Many pamphlets are also available in several languages.
Handicap Accessible?
Yes
Accessibility
For Visually Impaired clients, thermostats are available at no cost when the need is verified. Can also can send large print or braille bills, bill inserts, and some brochures.
For Hearing or Speech Impaired clients, communication is available via TTY through the New York Relay Service by calling 711. Can also call 1-800-662-1220 if living in New York.
For Hearing or Speech Impaired clients, communication is available via TTY through the New York Relay Service by calling 711. Can also call 1-800-662-1220 if living in New York.
Date of Official Change
Jun 26, 2026