Emergency Gas Leak Process

Emergency Gas Leak Process

  1. If the customer reports that they smell gas or suspect a gas leak, ask them where they are.

    "Are you in the home or somewhere else"

  2. Respond based on the customers location.

    Scripts

    If the customer is in the home:

    “<Customer Name>, as a safety precaution we recommend that you vacate your property and call the local gas company immediately. The gas company should inspect the property to ensure that it is safe to return to your home. If they determine that service may be required, please call us back for the dispatch information and claim number. If service is not required, please call us back so we can cancel your Service Request.”

    Also advise the customer that in the case of a potential gas leak, it is critical that no sparks ignite that could set off an explosion. This includes anything related to lighting matches, fire, or heat, as well as turning a light switch on or off.

    If the customer is not in the home:

    “<Customer Name>, please contact the local gas company immediately to advise them of the situation. The gas company should inspect the property to ensure that it is safe to return to your home. In the meantime, I will enter the claim information and provide you with a name and number of a local Service Professional in your area. Only contact the Service Professional to schedule an appointment if the gas company determines that service may be required. If service is not required, please call us back so we can cancel your Service Request.”

    Also advise the customer that the owner’s manual provides instructions on how to relight the pilot (the customer should never do this if there is a gas smell). If there is no smell of gas, the customer can choose to relight the pilot or have the gas company do it. Gas companies normally charge a fee to relight the pilot.
  3. The customer can locate the phone number for their local gas company on their gas bill.
  4. After the gas company evaluates the gas leak, if needed, follow the appropriate emergency policy to determine necessary overtime or Alternative Provider Option.
  5. Select Gasline for the Product Line if creating a Service Request.
  6. Enter detailed Comments including whether the customer was in or out of the home at the time of the call and instruction that you provided based on their situation.

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