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Client Service

National Gas is a service company seeking the best for its clients. National Gas SAE’s duty is to provide clients with quality service to the highest international standards and commits to purse continuous improvements of its performance, with regards to quality, safety and client satisfaction.
Providing a high standard service and aiming at the best customer satisfaction is one of the key points of Company mission and an objective since the beginning of activities.

Aiming at customer satisfaction means caring of customer needs and expectations through all the phases of the relationship with clients:

  1. Provide clean and comfortable ambience in the offices where clients are received, offered a quick and efficient service
  2. Give prompt and courteous attendance for information, additional works, complaints that clients may have.
  3. Provide education to clients on correct use and make them fully aware of the benefits of natural gas service
  4. Construct installations in clients’ premises in a professional, fast, clean and safe way
  5. Respond promptly and efficiently to calls for inconveniences and emergencies.

Client Service Centers and Client Service Management keep constant contacts with clients and local communities and receive feedback on their needs about the service.

Monitoring of customer satisfaction is performed regularly by periodic polls focused on the various aspects of the service, and this information is used to identify possible points of concern and areas where improvement maybe attained.

Clients in National Gas are divided into three main different categories; Industrial, Commercial, and Residential Clients.

Client service does not end when the service has reached the client. Client service is continuous even after the service has been provided. We have periodic maintenance visits to all our clients ensuring that their installations are in optimum conditions. We also service any clients needing either additional installation works or modification in current installation works.

Why Natural Gas?

This abundant, clean, and efficient energy source is greener than you think!

Natural gas is the cleanest fossil fuel. Natural gas has many advantages over other fuels. It has fewer impurities and its combustion results in less pollution. Natural gas benefits users over a spectrum of reasons, some advantages include:

  1. Dependable – whether rain or shine, natural gas is always there for you once you are connected to the service.
  2. Convenient –with our busy lifestyles requiring efficiency in every move, we need appliances that we can depend on.. With natural gas, you can have an endless supply of hot water and precise temperature control for cooking.
  3. Economical – with the rising energy cost, any saving provided will help improve our daily standard of living. If you are looking to save on your energy bills, look no further, natural gas provides the best energy value costing less than electricity, propane and heating oil.
  4. Environmental – In a world that is rapidly learning about “going green” and “carbon footprints,” natural gas allows us to be environmentally responsible. It is considered the energy solution to secure a greener tomorrow. A greener tomorrow also means a better heath for us and our children.

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How Natural Gas Gets To Your Home/ Business

Natural gas is a fossil fuel formed when layers of buried plants, gases, and animals are exposed to intense heat and pressure over thousands of years. It is considered a non renewable energy. It can be found deep in the earth, beneath layers and layers of rock and earth. The process of bringing natural gas from the ground to your home involves three main processes; natural gas production, transmission and finally distribution.

STEP 1: Natural gas production

This process involved the exploring of the land to find Natural Gas reservoirs. Scientists and engineers explore areas by studying rock samples from the earth, taking measurements, etc. If the site seems promising, drilling begins. When extracted from the earth, the raw gas is cleaned, and pumped into the main transmission stream.

STEP 2: Natural gas transmission

Long-distance pipelines span Egypt, carrying natural gas directly from producer to user. Construction of pipelines involves burying pipes underground. Once pipe is laid, the landscape is restored to its original appearance. The main transmission grid covers most of the Egyptian governorates.

STEP 3: Natural gas distribution

At this stage your local gas utility company, such as National Gas, starts to get involved. It acts as the link between the production and the final consumer. It delivers natural gas to your home through a system of underground pipelines. Before we distribute the gas, we lower the pressure so gas can travel safely through the mains and we add a non-toxic odor (similar to rotten eggs) so it’s easy for you to smell a natural gas leak.
The “city gate” station is the place where the long-distance pipeline connects with the gas utility’s own delivery system.
Gas “mains” are the major pipes that carry gas from the city gate station; they’re usually buried about 1 to 3 meters deep.
“Service pipes” are smaller pipes that carry gas from the gas main to your home.

“Installations” are smaller pipes that carry the natural gas from the underground network to the actual home or business. These installations involve external and internal pipe works. The final step to ensure that your appliance works with natural gas is the conversion process. The conversion process basically adjusts the gas to fuel ratio to give you the blue flame. Even if your appliance was not manufactured to operate with natural gas, most appliances can be converted to operate with natural gas. Just ask our specialists if your appliance can operate with Natural Gas.

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How far is National Gas’s reach?

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So if you are residing in any of the highlighted cities, please contact your local client service center to utilize on the service.

If you are residing in other cities, contact our CSC in Zagazig to find out when we will be reaching your city.

Commonly Asked Questions

  • What is natural gas?

    Natural gas is a non renewable energy source. It is a fossil fuel formed when layers of buried plants, gases, and animals are exposed to intense heat and pressure over thousands of years. Natural gas is a hydrocarbon gas mixture consisting primarily of methane. Natural gas is an energy source often used for heating, cooking, and electricity generation, as well as fuel for vehicles.

  • Is natural gas safe?

    Yes! Natural gas is lighter than air, so it usually will safely rise and disperse into the air if it is allowed to vent freely.

  • What gives natural gas its odor?

    In its purest state, natural gas is odorless, colorless and tasteless. A harmless chemical odorant is added to natural gas to make it easier to detect in case of leakage. Many people describe the odor of this additive as similar to rotten eggs. The odorant do not affect the effectiveness of natural gas.

  • Is natural gas expensive?

    Natural gas usually costs much less than other forms of energy. It is considered the least expensive method for heating and cooking. The high efficiency of energy production with lower energy price , usually means a reduction in annual energy bills.

  • How does natural gas affect the environment?

    Natural gas is the cleanest, most efficient fossil fuel. Thus in comparison to other fossil fuels, increased use of the fuel would reduce pollution and maintain a healthier environment.

  • What do I do if there is damage to any gas equipment/pipe?

    If you suspect there is a damaged natural gas pipeline, contact the emergency line 129(from any land line). Call even if you think the damage is minor; a small scrape or a stretched pipe can cause problems with the line in the future.

    If the damage results in a release of gas, evacuate the area immediately and extinguish all ignition sources. Don’t try to fix the line by crimping, bending or otherwise restricting gas flow. That could cause a dangerous buildup of static electricity that could spark ignition.

  • I’m smelling gas in my home/ business. What do I do?
    • Call us immediately on 129 (from any land line)
    • Open all available windows

    If you suspect you have a gas leak, please leave the area immediately. Do not do anything that could cause a spark, including using a phone (landline or cellular), light switch, or garage door openers.

    Once you have left the area, contact the emergency line 129 (from any land line) Signs of Natural Gas Leak

    1. Rotten egg or sulfur smell
    2. Dead or discolored vegetation in an otherwise green area
    3. Dirt or dust blowing from a hole in the ground
    4. Bubbling in wet or flooded areas
    5. Blowing or hissing sound
    6. Flames, if a leak has ignited

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Home Services

How can I get the service in my home? How can I get connected to the natural gas network?

This takes 3 easy steps:

  1. Pay of Survey Fee. Either come visit us in the center closest to you or call us and we will send you our Sales Representative
  2. We will set a survey visit date at your convince. This is to check what you need us to do to get you connected
  3. Come visit us to pay the proposal, sign the contract and get the date for implementation.

The required documents for contract processing:

  1. Copy of the residence rental contract or ownership document (Please ensure that the original is with you for viewing)
  2. Copy of valid National ID (Please ensure that the original is with you for viewing)
  3. Original recent Electrical or Water bill
I’m already connected, but I want to exchange my oven or add an appliance. What do I do?

This takes 3 easy steps:

  1. Pay of Survey Fee. Either come visit us in the center closest to you or call us and we will send you our Sales Representative
  2. We will set a survey visit date at your convince. This is to check what you need us to do to get you connected
  3. Come visit us to pay the proposal and get the implementation date.
I’m smelling gas in my home. What do I do?

Call us immediately on 129 (from any land line)
Open all available windows, If you suspect you have a gas leak, please leave the area immediately. Do not do anything that could cause a spark, including using a phone (landline or cellular), light switch, or garage door openers.

Once you have left the area, contact the emergency line 129 (from any land line)

Signs of Natural Gas Leak

  1. Rotten egg or sulfur smell
  2. Dead or discolored vegetation in an otherwise green area
  3. Dirt or dust blowing from a hole in the ground
  4. Bubbling in wet or flooded areas
  5. Blowing or hissing sound
  6. Flames, if a leak has ignited
I’m travelling for a while or I need to remove the service or cancel the service from this unit.

Sorry to see you go, wish you well. Just pass by and say goodbye. We need you to fill in a request to disconnect the service and pay the required fee.

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Business Services- Commercial Clients/ Commercial like residential Clients

How can I get the service in my business? How can I get connected to the natural gas network?

This takes 3 easy steps:

  1. Pay of Survey Fee. Either come visit us in the center closest to you or call us and we will send you our Sales Representative
  2. We will set a survey visit date at your convince. This is to check what you need us to do to get you connected. You will be asked to fill in the “Loading Sheet”.
  3. Come visit us to pay the proposal, sign the contract and get the date for implementation.

The required documents for contract processing:

  1. Copy of official ownership documents/ or leasing documents (Please ensure that the original is with you for viewing)
  2. Copy of Tax ID (Please ensure that the original is with you for viewing)
  3. Copy of License (Please ensure that the original is with you for viewing)
  4. Copy of Commercial Registration documents (Please ensure that the original is with you for viewing)
  5. Copy of valid National ID for the authorized signatory (Please ensure that the original is with you for viewing)
  6. Delegation letter to a specific person (if the owner is not coming himself)
  7. Original recent Utility Bill (Electrical or Water)
I’m already connected, but I want to exchange/ add an appliance. What do I do?

This takes 3 easy steps:

  1. Pay of Survey Fee. Either come visit us in the center closest to you or call us and we will send you our Sales Representative
  2. We will set a survey visit date at your convince. This is to check what you need us to do to get you connected
  3. Come visit us to pay the proposal and get the implementation date.
I’m smelling gas in my business. What do I do?

Call us immediately on 129 (from any land line)
Open all available windows

If you suspect you have a gas leak, please leave the area immediately. Do not do anything that could cause a spark, including using a phone (landline or cellular), light switch, or garage door openers. Once you have left the area, contact the emergency line 129 (from any land line)

Signs of Natural Gas Leak

  1. Rotten egg or sulfur smell
  2. Dead or discolored vegetation in an otherwise green area
  3. Dirt or dust blowing from a hole in the ground
  4. Bubbling in wet or flooded areas
  5. Bubbling in wet or flooded areas
  6. Flames, if a leak has ignited
I’m travelling for a while or I need to remove the service or cancel the service from this business location.

Sorry to see you go, wish you well. Just pass by and say goodbye. We need you to fill in a request to disconnect the service and pay the required fee.

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Business Services- Industrial Clients

How can I get the service in my business? How can I get connected to the natural gas network?

This takes 5 easy steps:

  1. Pay of Survey Fee. Either come visit us in the center closest to you or call us and we will send you our Sales Representative
  2. We will set a survey visit date at your convince. This is to check what you need us to do to get you connected. You will be asked to fill in the “Loading Sheet”. Please sign and stamp the “Loading Sheet”.
  3. We will stamp it for you and you can take it to the Industrial Development Society to get their approval.
  4. Send us the approval from the Industrial Development Society. We will get the approvals needed from The Egyptian Natural Gas Holding Company (EGAS).
  5. Once we receive the approval from EGAS, we will call you to come visit us to pay the proposal, sign the contract and get the date for implementation.

The required documents for contract processing:

  1. Copy of official ownership documents/ or leasing documents (Please ensure that the original is with you for viewing)
  2. Copy of Tax ID (Please ensure that the original is with you for viewing)
  3. Copy of License (Please ensure that the original is with you for viewing)
  4. Copy of Commercial Registration documents (Please ensure that the original is with you for viewing)
  5. Copy of valid National ID for the authorized signatory (Please ensure that the original is with you for viewing)
  6. Delegation letter to a specific person (if the owner is not coming himself)
  7. Original recent Utility Bill (Electrical or Water)
I’m already connected, but I want to exchange/ add an appliance. What do I do?

This takes 3 easy steps:

  1. Pay of Survey Fee. Either come visit us in the center closest to you or call us and we will send you our Sales Representative
  2. We will set a survey visit date at your convince. This is to check what you need us to do to get you connected. You will be asked to fill in the “Loading Sheet”. Please sign and stamp the “Loading Sheet”. If you are still within the authorized limit assigned by the Industrial Development Society and EGAS, proceed with step 3. If not, we will go to Step 3 in the previous question.
  3. Come visit us to pay the proposal and get the implementation date.
I’m smelling gas in my business. What do I do?

Call us immediately on 129 (from any land line)
Open all available windows

If you suspect you have a gas leak, please leave the area immediately. Do not do anything that could cause a spark, including using a phone (landline or cellular), light switch, or garage door openers.Once you have left the area, contact the emergency line 129 (from any land line)

Signs of Natural Gas Leak

  1. Rotten egg or sulfur smell
  2. Dead or discolored vegetation in an otherwise green area
  3. Dirt or dust blowing from a hole in the ground
  4. Bubbling in wet or flooded areas
  5. Blowing or hissing sound
  6. Flames, if a leak has ignited
I’m travelling for a while or I need to remove the service or cancel the service from this business location.

Sorry to see you go, wish you well. Just pass by and say goodbye. We need you to fill in a request to disconnect the service and pay the required fee.