Coronavirus (COVID-19)

Information Update Regarding Our Services

To our Valued Customers and Business Partners,

 

Your needs and health are very important to us.  Over the last few days, we’ve received many questions from our customers about the impact COVID-19 has had to our services.  We would like to take a moment and share some answers with you about changes to our business that are grounded in care for our customers, employees, loved ones and communities alike. 

 

Is CanGas Open for propane supply?

We certainly are.  We are proud to provide an essential service to our communities, in all locations, in a time where they need it most.  Although the COVID-19 situation is aggressive and ever changing, our top priority is ensuring you and our teams’ safety – while remaining committed to meeting your propane needs. 

 

What should I do when a delivery is made?

We are adhering to stringent social distancing practices to best protect you.  Many of you have loved ones, or even yourself, that may face higher risks due to underlying health issues.  We are asking our customers to remain inside of their residences and workplaces when we are making a delivery or providing a propane service; alternately to heavily distance yourself if interaction with us is needed.   We are your front-line workers, and we choose to come to work everyday to meet your needs.  Please help keep us and our loved ones stay safe by doing your part.

 

Changes to our in-office experience

Although we will miss seeing you, we have made the decision to temporarily move to a fully-contactless business model.  Our gates and doors are closed to the public; however, we assure you that our phone lines are open, and we are responding to emails.  Our dedicated team member is ready and waiting to help you schedule a delivery, make an appointment with a technician, or any of your payment needs.   

 

Contactless Payment

We have many contactless payment options for you that are both easy and convenient.  During this time, we strongly urge our customers to adhere to current social distance practices and not to take any risks within the community and to stay home whenever possible.

 

Some of the easiest and safest ways to pay your account balance include:

  • Login/Create your own personal portal account by visiting cangaspropane.ca/log-in/ which allows you to pay for your propane using any major credit card as well as visa-debit/mastercard-debit
  • Electronic Funds Transfer (EFT)
  • Making CanGas a payee on the billing section of your banking institution
  • Paying by Credit Card over the phone, by calling your local branch

 

Unsure of your account number to make an electronic payment? – Our local team is here to help and can walk you through each step of the payment process that best meets your needs. 

 

If you have no method to make contactless payments or payments by phone, we ask that you contact your local branch.  We will be happy to make arrangements for you and everyone’s safety, ensuring your needs are met.

 

Today and always, we feel privileged to continue serving our communities.  With the utmost care, we thank you and look forward to helping you in any way we can.

Our Prevention Measures - COVID-19

We understand your concerns during this time.  So, while our offices are closed to the general public, we’re still taking additional steps to keep our spaces safe for our employees and community alike.

 

We have increased deep cleaning every business day of:

 

  • Our offices and workspaces
  • Fleet and equipment inside and out
  • Door handles, ABM keypads and screens, chair handles, desks, reception areas, and washrooms.
  • Disinfectant and wipes are available in branch for use by all CanGas staff members

Common Questions & Concerns

Do you anticipate a propane shortage during the COVID-19 Outbreak?

We know in these uncertain times that the steady supply of many basic products is cause for concern. We can assure you at this time that propane supply across Western Canada remains abundant, and there are no shortages forecasted at this time. CanGas has large storage reserves in place across Western Canada and continues to keep them full. We are well positioned with our suppliers to ensure your propane services remain uninterrupted and affordable throughout this process. Our team is dedicated, and ready to assist you.

 

I don’t have any way to pay electronically, what do I do to make a payment?

We are aware that in certain circumstances some customers are completely unable to make contactless payments, and this can cause many challenges for these particular customers.  We have put specific approved safety protocols in place to handle cash payments.  If you are in need of making a cash payment, please contact your local branch to make arrangements.

 

I’m having difficulty setting up a personal online account through your website, what can I do?

We have a full team ready to assist you and capability of creating a personal portal account for you.  If you are experiencing difficulty, please call your local branch and someone will reach out to our web development team to aid in this process.  We will supply you with your username and password, which will allow you to login and make payments as well as order propane online. 

 

I want to pay my invoice through my banking provider, how do I go about doing this?

  • You will need your CanGas account number to process a payment, our team is happy to assist you in getting this information.  Please call your local branch.
  • Once you login to your banking institution:
    • Please select bill payment
    • From here you will select “Add Payee”
    • Simply search for “CANGAS PROPANE INC.” and select it when it pops up
    • Add your account number
    • Save “Payee”
  • From here you can make payments as you normally would for any other bill.

 

How long does it take to process an electronic payment?

Depending on your banking provider electronic payments can take anywhere from 2-5 days to process. 

 

How do I reach someone at your branch?

We are here for you, please click the “Contact Us” button to find a listing of all our locations with local and toll-free numbers, and email addresses.