Frequently Asked Questions
Questions often asked by customers who contacted our Customer Service Center
We are here to serve you and your neighbors. If you have a question that you don't see answered here, we welcome your phone call during business hours, or send us an email by using our contact form.
But before you do, review these FAQs to see if the answer may already be waiting for you.
FAQ's
- IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING AN ACCOUNT
- Service Requests
- How do I report a power outage?
- How can I contact the WG&E?
- How do I report a meter reading?
- How do I read my meter?
- How do I identify a Westfield Gas & Electric meter reader?
- Why is my gas meter being replaced?
- Why are my bills sometimes estimated?
- Why has the format of my bill changed?
- What factors affect my utility costs?
- How should I pay my bill?
- How does the Direct Payment Plan work?
- How does the Budget Plan work?
- Do you keep a record of customers who depend on life-sustaining medical equipment?
- What assistance is available for low-income customers?
- What is the Elderly/Third Party Notification Program?
IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING AN ACCOUNT
To help the government fight the funding of terrorism and money laundering activities, Federal law requires utility companies to obtain, verify, and record information that identifies each person who opens an account.
What this means for you: To open an account, you will be required to provide your name, address, date of birth, social security number and other information that will allow us to positively identify you. We may also ask to see your driver's license, passport and/or other identifying documents with a recent photo. Failure to provide the required information and documents will result in the denial of service from the Westfield Gas + Electric.
Identity theft is a crime and all cases will be reported to law enforcement authorities.
Our Business Office, located at 100 Elm Street, is open 8:30 a.m. to 5:00 p.m., Monday through Friday. You can reach us by phone at (413) 572-0100. We've recently upgraded our telephone system to better handle the nearly 5,000 calls each month to our Call Center and Dispatch Center. Additional phone lines make it even easier to reach our Customer Service Representatives. When telephone traffic is at its highest, particularly during power outages, our new phone system allows us to add operators to handle the increased call volume. Our ultimate goal us to minimize the length of time you must wait to be served.
Please call during regular business hours for the following services:
- Request new service
- Reconnect or disconnect service
- Obtain your account balance and most recent payment. These services can also available on our website.
- Make changes to your account information
- Discuss credit and collection issues
How do I report a power outage?
At WG+E, we use the latest technology and procedures to track storms and restore power. You can help us restore your service faster by calling our Emergency Number (413) 572-0000 when your electricity goes out. If we are already aware of a power outage in a certain location, a pre-recorded message will let you inform you of this and provide additional information as necessary. If we are not already aware of the outage, our dispatchers will ask you a couple of questions to help us determine the location of the outage and to identify any hazardous conditions.
There are three ways to reach us:
- By e-mail: Use the Contact Us section of our website available from every page. Important Note: The Customer Service Internet mailbox is monitored during business hours only; not 24-hours-a-day. Please do not use this mailbox to report emergency situations.
- By mail: If you prefer to write, be sure to include your account number and as much information as you can about the question or problem. Please address your correspondence to:
Westfield Gas & Electric
100 Elm Street, PO Box 990
Westfield, MA 01086
- By fax: Send your fax to the attention of the Customer Service Desk at (413) 572-0104.
How do I report a meter reading?
If your meter is located inside and it is inconvenient for someone to be home when a meter reader calls, you may phone in your meter reading by calling us at (413) 572-0100 Monday-Friday, 8:30 a.m. to 5:00 p.m. You will need to have your account number and the reading ready when you call.
Detailed instructions for reading your meter are available under "FAQ" in the Helpful Resources section.
After reading your meter you will have a four or five digit number - this is your current meter reading. To determine how much gas or electricity has been used, subtract the previous meter reading from the current reading. This number is the amount of gas or electricity used for that period.
Please note: Some meters have two sets of dials. In this case, you will need to read both of them. In addition, some meters do not have dials at all. Instead, they display a five-digit number. This five-digit number (read from left to right) is your current meter reading.
How do I identify a Westfield Gas & Electric meter reader?
When a WG&E representative comes to your home, he or she will be carrying an official identification badge. This WG&E company badge includes the representative's picture,name and phone number.
If someone claiming to be a WG+E representative comes to your home, please feel free to request to see his or her badge. If the person claiming to represent us does not have a badge, DO NOT allow him or her to enter your home, and immediately report the incident to the local police. If the person does have a badge but you still have doubts, please call us at (413) 572-0100. A customer service representative can determine if any work is scheduled at your address.
Why is my gas meter being replaced?
State law requires Westfield Gas + Electric to replace each customer's gas meter every seven years. To minimize inconvenience, the meter can often be replaced when you are not home. However, following the meter change, we require your presence in order to relight appliances.
Customers will be notified by letter when their gas meters are due to be replaced. If, following notification, you decide it would be most convenient to have the work performed during a specific day or time, you may call 572-0100 from 9:00 am to 4:00 pm, Monday through Friday, to schedule an appointment. If you are not home during the meter change, and need your appliances relit, please contact our 24-hour Dispatch Center at 572-0000.
Why are my bills sometimes estimated?
There are occasions when we are unable to read your meter, such as bad weather or access problems. When this happens, we will estimate your bill based on your energy usage last year in the same month. The next actual meter reading will give us an exact usage read and we will adjust your next bill to reflect any amount over or under our estimate. Your bill will always show when it has been estimated.
Why has the format of my bill changed?
The format of your utility bill has changed to reflect the restructuring of the utility industry. Your bill separates delivery services and supplier services, so that you can see how each contributes to the total cost of providing you with both gas and electricity.
WG+E will continue to deliver your gas and electricity to your home or business, and our charges will be included in the delivery services section of your bill.
What factors affect my utility costs?
There are a number of variables that can cause your WG+E utility bill to fluctuate each month. For example, the use of an air conditioner during the summer or electric heat during the winter can significantly increase the amount of your bill. In addition, the number of days in the billing period, or changes in the number of people in your household, can affect your bill.
Aside from the efficiency of your central heating system, the following appliances are likely to be the biggest energy users in your home:
- Portable space heaters
- Electric water heaters
- Air conditioners
- Refrigerators and freezers
- Dehumidifiers
- Water bed heaters
You can save money by making wise energy choices and purchases. It is important to remember that energy costs mount up over time. For that reason, it is important to look at the cost to run an appliance over its lifetime.
WG+E provides a self-addressed envelope with each month's bill. For fastest processing your payment should be sent to PO Box 9189 Chelsea, MA 02150-9189. When paying your bill, please make your check or money order payable to Westfield Gas + Electric. Please write your account number on your check. Mail your check or money order, along with the stub from your bill, in the self-addressed envelope. Please do not send cash when paying by mail. If you are paying your bill within 15 days of the bill date, be sure to deduct the 5% discount from the total amount due.
We encourage you to send your payment directly through the mail for fastest processing. However, if you prefer, you can pay your bill at the following locations:
- 100 Elm Street, Monday - Friday, 8:30 AM to 5:00 PM
- Drop Box @ 100 Elm Street for after hour payments
If you are paying multiple bills with one check, please make sure you include all stubs and note the amount to be applied to each account.
How does the Direct Payment Plan work?
At WG+E, we realize that your time and money are valuable. The easiest way to pay your bill is not to write a check at all. That's why we offer our Electronic Bill Payment Plan, which allows you to pay your bill automatically. Every month you'll save a stamp, a check, and an envelope, realizing savings for our environment and for you.
Our Electronic Bill Payment Plan is a convenient, cost-effective, and secure alternative to paying bills through the mail. Once you authorize direct payment, the money to pay your bill is withdrawn directly from your bank account each month. Click here for an enrollment form, or for more information, please send us an e-mail to apaton@wgeld.org or call us at 572-0100.
How does the Budget Plan work?
Does your bill fluctuate during the year? For instance, if you use electric heat, you probably have higher bills during the winter months. Or maybe you pay more during the summer when you run your air conditioner. Varying gas and electric usage can make budgeting difficult. But our Budget Billing Program can help. With Budget Billing, customers pay a fixed, average amount each month for their utilities.
Your budget payment is based on the gas and electricity that you consumed during the previous 12 months. Actual usage is reviewed every six months, and your budget may be adjusted accordingly. For additional information, please send us an email at bloiko@wgeld.org or call our Customer Service Center at 572-0100.
Do you keep a record of customers who depend on life-sustaining medical equipment?
WG+E maintains a Critical Care List of customers who depend on electrically-powered, life-sustaining medical equipment in their homes, such as chest respirators and kidney machines. If you, a member of your household, or a tenant, are dependent on such medical equipment, please call us at (413) 572-0000 immediately.
What assistance is available for low-income customers?
If you meet income eligibility requirements then you may be eligible for heating assistance. Please call the Valley Opportunity Council Low Income Home Heating Assistance at (413) 552-1548 if you have any questions, or need more information.
In addition, customer facing financial hardship that qualify for LIHEAP or Good Neighbor Energy may also be eligible for additional assistance through our Westfield Warm Fund. Please send us an email Financial Assistance or call us at 572-0100 for further information.
What is the Elderly/Third Party Notification Program?
Through this program, we contact a third party designated by the customer if we are aware of the possibility of interruption of service. In addition, if all residents of a household are 65 years of age or older, we will ensure that service is not interrupted. Please send us an e-mail at apaton@wgeld.org or call us at (413) 572-0100 for more details.
