Coronavirus Coronavirus Update - 2/2/2021 Until further notice, we will no longer leave a customer off that currently has active service strictly based on the customer answering “yes” to one of the three COVID-19 questions. We no longer ask customers for a negative COVID test result to expedite service. We do not plan to mandate the COVID-19 vaccine for our employees; however, we highly recommend that our employees receive the COVID-19 vaccine – similar to our recommendation that employees get their annual flu shot. When responding to service calls, our goal will be to educate our customers on the safeguards we are taking to keep them safe (masking, distancing, limiting time in their home, asking them to stand in another room). All employees, including those who receive the vaccination, will be required to continue to wear masks until local and state authorities indicate community spread is contained. We are limiting work that could disrupt service to customers unless related to an emergency or a compliance requirement in all of Oklahoma, Kansas and Texas. Update - 1/5/2021 There are a several ways to work with us on paying your bill. Call us at one of the numbers below and our customer service representatives are available (Monday-Friday, 7 am - 7 pm CT) to help discuss payment during this difficult situation. Oklahoma: 800-664-5463 Kansas: 800-794-4780 Texas: 800-700-2443 FOR TEXAS: We are discontinuing work that could disrupt service to customers unless related to an emergency or a compliance requirement in all of Texas. Update - 11/17/2020 We are discontinuing work that could disrupt service to customers unless related to an emergency or a compliance requirement in [all of Oklahoma], [all of Kansas] and [in the Borger and Permian areas of Texas. El Paso, which was already operating in this capacity, will continue to as well.] The discontinued work includes disconnects and collections activities. Until further notice, operations will remain the same in all other areas in Texas including the areas around Austin, the Rio Grande Valley and Port Arthur/Galveston. The decision is based on a wide range of factors monitored by the COVID-19 Task Force to determine our appropriate response levels in the company’s operating areas, which include the availability of personal protective equipment (PPE), employee and contractor resources, testing positivity rates, statistics from the Centers for Disease Control and Prevention (CDC) and intensive care unit (ICU) bed capacity in the different operational areas. Update - 11/2/2020 When dispatching our technicians to customer premises, to assist us in supporting the safety of our customers and employees, customers will be asked the following questions: Have you or anyone in the home experienced flu-like symptoms or signs of COVID-19 (Coronavirus), such as fever, cough, or shortness of breath, in the last 7 days? Have you or anyone in the home been exposed to anyone that has tested positive for COVID-19 (Coronavirus) within the past 14 days? Have you or anyone in the home tested positive for COVID-19 (Coronavirus) within the past 14 days? If any question is answered ‘Yes’, we cannot enter your premise for at least 14 days from the day to allow sufficient time for exposure risks to be eliminated. Please call us back to schedule your order after this 14-day waiting period when the COVID-19 exposure risks are no longer present. We can consider a request for service prior to the 14-day waiting period upon receipt of medical documentation confirming a negative COVID-19 test result. Update - 7/27/2020 In Tulsa, El Paso, Austin, Port Arthur/Galveston, Rio Grande Valley, as well as a portion of Collinsville operated by Kansas Gas Service, we have discontinued work that could disrupt service to customers unless related to an emergency or a compliance requirement, which includes disconnects and collections activities. TEXAS Disconnect activity is suspended through August 10. OKLAHOMA Disconnect activity is suspended in Tulsa and some surrounding areas. Throughout this pandemic, our COVID-19 task force has made decisions based on data from the CDC along with state health organizations in the areas where we operate. Based on the latest data and rates of infection in Tulsa and some surrounding areas, Oklahoma Natural Gas is suspending certain operations that include potential disruption of service to customers unless related to an emergency or compliance requirement. As municipalities continue to re-issue orders regarding the wearing of face masks, our current PPE requirements meet or exceed local requirements and remain unchanged. KANSAS On reconnect orders, if a customer answers “Yes” to one of the three COVID questions and has paid in full or pays the 1/12th required and sets up a payment arrangement, we will suit up in full PPE to restore service to the customer without requiring a 14-day waiting period. All orders will be reviewed and approved by management and our Environmental, Safety and Health team. This also applies to reconnects associated with planned or unplanned outages due to damage or system integrity and disconnect errors. Reconnection of service will be governed by adequate supply of resources. OTHER UPDATES As municipalities continue to re-issue orders regarding the wearing of face masks, our current PPE requirements meet or exceed local requirements and remain unchanged. We continue to monitor numerous factors including employee resources, the availability of PPE, CDC guidelines and local hospitalization capacities among other data points, then follow the data to determine any future changes. Our current guidance regarding the use of face coverings aligns with local mandates. ONE Gas already has safety requirements in place that call for the wearing of face masks in common areas and when a social distance of at least 6 feet cannot be maintained. Our employees are either screened through a thermal temperature process or use a self-service verification app that pre-screens them for symptoms of potentially infectious or contagious conditions before they arrive to a work site. Our Environmental, Safety and Health team bases its decision-making on multiple data points gathered from external experts and through its research to keep employees, our families, our customers and communities informed and safe. We will continue to monitor trends to drive decision-making and make informed decisions. Update - 6/24/2020 Latest news: What our customers should know Our teams continue to be committed to providing reliable natural gas service for our customers. Safety is still our top priority. As first responders, we have a responsibility to our customers, our families and our communities that we maintain the same safety protocols we’ve put into place thus far. These include increased personal hygiene, social distancing and the wearing of face masks. Some municipalities are issuing mandatory orders to wear face masks. ONE Gas already has safety recommendations in place that call for the wearing of face masks in common areas or when a social distance of at least 6 feet cannot be maintained. We want to make customers aware that if they owe a past due amount on their natural gas bill and receive a disconnect notice, we can still work with them on payment options and arrangements – but they must reach out to us. Our goal is to work with customers to prevent any chance of disconnection. Since early May, we have proactively communicated to all customers and those who were in danger of disconnection of services of the financial resources and payment arrangements and options available to them. Our commitment to deliver safe, reliable natural gas has remained constant. We’ve continued to monitor and maintain our natural gas distribution pipelines, purchase the gas that fuels our customers’ homes and businesses, and have representatives available to address customer service needs. With that comes financial obligations the company must meet that allows us to maintain the quality of service our customers have come to expect and deserve. Another reason it is important that customers contact us as soon as possible to work out a payment plan is to prevent customers from facing longer-than-usual reconnect times due to the ongoing COVID-19 pandemic and its impact to our operations. The best approach is to work with us to avoid disconnection altogether. KANSAS ONLY – Due to safety precautions associated with the pandemic and to protect the safety of our employees and our customers, we have temporarily suspended our “knock and collect” payment option and have replaced it with a text and virtual payment option. KANSAS ONLY – We are waiving late fees through the end of 2020 to help residential and small business customers with making payments. TEXAS ONLY – Texas Gas Service does not assess late fees. TEXAS ONLY - Disconnect activity is suspended through July 11. Reminders Safeguarding against the spread of the virus is a critical need in our communities, and because of the nature of their job, our employees play an important role in helping to provide the safe delivery of natural gas while protecting each other and our customers from the virus. Before being dispatched or entering a customer’s home or business, our employees will ask additional questions to protect their health and safety and that of our customers. Technicians that enter homes will be dressed in additional personal protective equipment (PPE) as necessary. Update - 4/20/2020 Latest news: What our customers should know Essential Services Service order requests for rebuilds, service kills and relocations are being accepted, however customers may experience delays in order completion. Help for Local Communities The ONE Gas Foundation has donated $250,000 to non-profit organizations in Oklahoma, Kansas and Texas to provide emergency relief assistance to residents impacted by COVID-19. The donated funds will be available through established community nonprofit organizations throughout the company’s operating areas, including the Greater Kansas City Community Foundation, Austin Community Foundation, El Paso Community Foundation, United Way of Central Oklahoma, Tulsa Community Foundation, Topeka Community Foundation and Wichita Community Foundation. We are working with smaller service area community partners to also provide relief assistance including the Alva Food Bank/Woods County Coalition. The ONE Gas community relations team continues to work with community partners to assess relief needs during this pandemic. Resources for Impacted Customers We offer a variety of options to make payments or set up alternative payment plans. A new resources page has been created at OklahomaNaturalGas.com/CARES for customers seeking quick access to information related to making payments and getting assistance. When dispatching our technicians to customer premises, to assist us in supporting the safety of our customers and employees, customers will be asked the following questions: Have you or anyone in the home experienced flu-like symptoms or signs of COVID-19 (Coronavirus), such as fever, cough, or shortness of breath, in the last 7 days? Have you or anyone in the home been exposed to anyone that has tested positive for COVID-19 (Coronavirus) within the past 14 days? Have you or anyone in the home tested positive for COVID-19 (Coronavirus) within the past 14 days? If any question is answered ‘Yes’, we cannot enter your premise for at least 14 days from the day to allow sufficient time for exposure risks to be eliminated. Please call us back to schedule your order after this 14-day waiting period when the COVID-19 exposure risks are no longer present. We can consider a request for service prior to the 14-day waiting period upon receipt of medical documentation confirming a negative COVID-19 test result. To maintain a safe working environment for those who continue to work from our facilities, ONE Gas recently implemented health screenings, which includes temperature checks, at a number of its facilities to keep anyone who may be running a fever from entering the premises. Update - 4/9/2020 Latest news: What our customers should know In order to lessen any financial hardship the pandemic may have on our customers, we have extended our suspension of disconnects due to nonpayment through May 15. We have created a dedicated page of resources and options for paying your bill for those impacted financially by the pandemic. While performing any interior work, our employees will ask individuals within the home to go to a different room for maximum distancing. As an essential business, residents can still expect to see our technicians conducting routine surveys of our natural gas pipelines and assets throughout various communities. Our employees have been instructed to continue practicing social distancing and take additional hygiene measures. At times, our technicians may need direct access to our pipelines and equipment, which may be buried in your yard. This will typically take only a few minutes and does not require access inside your home. These routine checks help maintain the safety and reliability of our system. While our technicians and contractors are working, please allow appropriate social distance, which may include temporarily relocating to another area in your home. In response to new recommendations from the Centers for Disease Control and Prevention (CDC) and Occupational Safety & Health Administration (OSHA), we’ve increased our personal protective equipment (PPE) to add respirators for service technicians responding to ALL customer orders. Additionally, our employees have been advised to follow the CDC’s recommendations regarding the voluntary use of cloth face coverings. Service order requests for rebuilds, service kills and relocations are being accepted, however customers may experience delays in order completion. Update - 3/31/2020 To further protect our employees and customers, we are limiting employee contact with the public. For field operations, we will scale back work as resources dictate, which will be determined by local operations management. Technicians that enter homes will be dressed in additional personal protective equipment (PPE) as necessary. While performing any interior work, our employees will ask individuals within the home to go to a different room for maximum distancing. These additional precautions will not change the company’s commitment to providing customers with high quality service. Rather, these efforts are another way to put safety first and help flatten the curve and further protect our community. The health and safety of our employees and our customers is always our top priority. Our technicians dispatched to your house are neither under quarantine nor exhibiting known signs of the virus. Our employees are practicing proactive hygienic steps, social distancing practices and wearing personal protective equipment (PPE) to promote a safe environment for our customers. Update - 3/26/2020 Essential Services The U.S. Department of Homeland Security, Cybersecurity and Infrastructure Security Agency (CISA) has identified natural gas utility workers as “Essential Critical Infrastructure Workers” for the energy industry. We take our responsibility of being an essential service to heart. We are here and ready to continue providing service when you need it most. We understand natural gas is critical to ensuring community and national resilience during the COVID-19 response. Natural gas is used to meet everyday needs like heating our homes, cooking, drying clothes, and heating water for showering and sterilizing equipment. Natural gas utility service is essential to not only those at home helping to flatten the curve to support our medical providers and prevent community spread, but also to restaurants, manufacturing plants and emergency responders trying to figure out how to do business in this challenging environment. Update - 3/20/2020 It is standard practice for our employees to ask every day: “Are we being careful and keeping safety top of mind?” Today, the Coronavirus (COVID-19) has added a critical need for safeguarding against the spread of the virus in the community. Companies have a responsibility to do everything they can to limit the virus’ spread and help “flatten the curve.” Safety First Because of the nature of their job, field employees can play an important role in helping to protect each other and customers from the virus. We have heeded the local, state, and federal governments’ recommendations of social distancing and implemented proactive, precautionary measures. Before being dispatched or entering a customer’s home or business, additional questions may be asked to protect the health and safety of our customers and employees. Maintaining Quality Service These additional precautions will not change the company’s commitment to providing customers with high quality service. Rather, we view these efforts as another way to put safety first. As we seek to protect our customers and employees, in limited circumstances, customers may experience delays. Update – 3/17/2020 During this rapidly evolving Coronavirus (COVID-19) pandemic, we want to reassure our customers that their safety and reliance on receiving natural gas at their homes and businesses remains our top priority. Ready to Help and Here for Customers In order to lessen any financial hardship the Coronavirus (COVID-19) pandemic may have on our customers, we are temporarily suspending disconnects due to nonpayment through April 15. We offer a variety of options to make payments or set up alternative payment plans. If you are facing financial difficulties, please contact us to discuss short-term payment extensions and long-term payment assistance. The Share The Warmth program also provides energy assistance to those whose immediate financial resources simply cannot cover their home-heating expenses. Find out more information at OklahomaNaturalGas.com/special-services/share-the-warmth Continuing to Respond to Emergencies Throughout this pandemic, our teams remain hard at work. If you lose gas service or have an emergency, you can report it to us by calling 800-458-4251 at any time. Update – 3/16/2020 Latest news: What our customers should know Due to the spread of the Coronavirus (COVID-19) and the increased potential risk to employees and customers, we are taking enhanced precautions and adjusting operations as necessary. We are prepared to meet the demands of this situation. Our operations remain stable and secure, as our teams are committed in continuing to provide reliable natural gas service for our customers. To continue providing safe and reliable service, we have implemented additional safety protocols and will ask customers additional questions when dispatching our technicians to homes or businesses. In order to lessen any financial hardship, the Coronavirus (COVID-19) pandemic may have on the company’s valued customers, we are offering alternative payment options. In order to continue providing safe and reliable service, customers will be informed that we have implemented additional safety protocols when dispatching our technicians to customer homes or businesses. To assist us in supporting the safety of our customers and employees, customers will be asked the following questions: Are you or anyone in the home experiencing flu-like symptoms or signs of acute respiratory illness? Have you or anyone in the home potentially been exposed to Coronavirus (COVID-19)? Have you or anyone in the home tested positive for Coronavirus (COVID-19) or are currently under quarantine? If the answer is yes to any of these questions, our employees will not be allowed to enter an impacted premise for any reason; that means we will respond to a gas emergency without entering the premises. Once the quarantine has been lifted, we will be able to schedule a service-related request and enter the customer premises. We will continue to update this page as the situation develops so please check back regularly. You can also contact us and follow us on Facebook and Twitter. A Message from our CEO At ONE Gas, our top priority is the health and safety of our employees, our customers and our communities. That’s why we are closely monitoring the coronavirus, or COVID-19, and taking precautions to provide you with the best possible service while protecting our employees and you, our customer. We have a comprehensive, multi-tiered response plan with guidelines in place for our employees and how we provide service to our customers. Currently, all our operations are functioning normally. We will update our plan as needed based on conditions within our service areas and the states where we operate in consultation with local health agencies and the Center for Disease Control. Visit this website for regular updates on COVID-19 and any changes to our operations. Thank you for your continued loyalty. Pierce H. Norton II Chief Executive Officer, ONE Gas Additional actions we’re taking to keep you safe: · Safety First: At this time, our employees will continue to go into customer homes with an increased focus on social distancing (maintaining a 6-foot distance from others) and other proactive hygienic practices. Technicians dispatched to your house are neither under quarantine nor exhibiting known signs of the virus. · Preventative Care: We have advised all employees to increase proactive hygienic steps like washing their hands frequently and covering sneezes and coughs. Employee exhibiting symptoms of any potential illness or who believe they may have an increased risk of exposure have been advised to stay home. Additionally, employees traveling to potentially high-risk areas have been advised to consult with our HR department prior to their return to work. · Abundance of Caution: We’re providing extra disinfectant wipes and hand sanitizers at every employee work location. Employees are encouraged to clean and disinfect workspaces, vehicles and shared equipment above and beyond our normal protocols. If you have any concerns about the service you receive, please call our customer service line at 800-664-5463. Latest update as of 3/12/2020 At this time, our operations are functioning normally. We will continue to monitor and update our operations based on CDC guidelines and in consultation with local health agencies based on conditions within our service areas and the states where we operate. For more information on COVID-19, please visit the Center for Disease Control FAQ page. Additionally, the CDC’s recommended prevention tips are available here. 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