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Your acceptance of service from us creates a contract. If you need any clarification after reading these terms and conditions, please call Customer Service, 402.554.6666, or outside the calling area, 1.800.732.5864.
By accepting gas and/or water service from M.U.D., you agree to comply with all District Rules and Regulations, M.U.D. Rules and Regulations, and Rate Schedules.
Is a signed application required?
No. By accepting service from us, you show that you accept and agree to the terms and conditions of our service agreement. This does not change any other agreements you may have with M.U.D.
Is a security deposit required?
If you are a residential customer, a security deposit is required unless you have a letter of credit reference from another utility, showing the last year's good payment history, or you currently are a M.U.D. customer with a good payment history.
A security deposit is required for commercial accounts. We will refund the deposit on commercial accounts following three years of timely bill payments.
If a security deposit is required, arrangements must be made before we can open an account. After 12 consecutive months of timely payments, the deposit is credited to your account with interest.
Who is responsible for paying for services?
The customer of record is responsible for all usage at the premises. Any consumption found between parties will be billed to the owner of record of the property. Use will be billed monthly at rates established by the Board of Directors.
Why do I get charged something on my bill when I have not used any gas or water?
There is a minimum service charge for gas and water to cover costs for meter maintenance and replacement; leak detection; maintenance and replacement of mains and services; meter reading; billing and Credit Services.
What happens if I fail to pay my bill?
We hope this never happens, however if it does, you may receive notice that you are subject to shutoff. If you have any questions or need to make bill paying arrangements, call our Credit Services, 402.504.7002. Business hours are 7:30 a.m. to 5:15 p.m., Monday through Friday.
If a shut-off of your utilities occurs for non-payment, there is a turn-on fee of $100 (2013). The fee for a same-day turn-on is $100 (2013).
Why do you charge reconnect fees?
Reconnection fees are charged to pay for a portion of the service technician's time associated with the reconnect and to establish the new account in our system.
Can my service be disconnected in winter?
Disconnection of service is a last resort when a customer's bill has gone unpaid. However, if your bill remains unpaid and no payment arrangements are made, we may disconnect your service during the heating season.
If you have difficulty paying your bill, call us at 402.504.7002 right away so we can work with you and avoid service interruption. Office hours are 7:30 a.m. to 5:15 p.m., Monday through Friday.
How do I cancel service?
Call 402.554.6666, or if outside the calling area, 1.800.732.5864. We need at least two working days' notice and access to the meter(s) to discontinue service.
How do I establish service if I move to a different address?
Call 402.554.6666 or outside the calling area at 800.732.5864 to arrange for service to be established at a new address or disconnected at an old address.
We need at least two working days' notice and access to the meter(s) to disconnect service. There is a charge to connect to a different address.
What happens if my meter quits working?
If a meter is defective, it will be replaced and the amount of service will be estimated. In the event of a leak or damage to the meters and pipes on the customer's premises, service may be discontinued until repairs are made. Call Customer Service, 402.554.6666, to schedule a service call.
Do I have to provide access to meters?
Yes. District personnel must have access to meters at all hours for any reasonable purpose. The District reserves the right to discontinue service at any time in the event of fraud, illegal or unsafe use of services or violation of District rules.
Who is responsible for protecting M.U.D. property on the premises?
Our service agreement with you states that you shall safeguard and provide adequate protection for District property located on your premises.
What happens if you don't supply the products and services I ordered?
It shall not be a breach by the District of its part of the service contract with you when service is interrupted for: repairs, alterations, want of supply, dangerous conditions on your premises, nonpayment of gas and/or water bill, failure by you to provide access for regularly scheduled meter readings or for testing metering equipment, or failure to comply with M.U.D. rules and regulations for gas and/or water service.
Can you interrupt my service without notice?
Yes. However, we will make a reasonable effort to notify you of temporary service interruptions to make repairs to the system. In the event of an emergency, such as a main break or where considerable damage may be caused, your service may be interrupted without notification.
What do you charge to light pilots?
The cost is $96 (2013).
Do you service appliances or sell parts?
Our service technicians inspect gas appliances (gas water heaters, ranges, dryers, furnaces and space heating equipment) and provide select services, such as cleaning pilots and adjusting burners on gas water heaters, furnaces and space heating equipment.
We do not service or stock parts for outdoor gas grills or outdoor gas lights. For details on gas appliance services and price quotes, call 402.554.6666.
Sewer -- Trash
M.U.D. provides a cost-saving service to municipalities by collecting sewer use and trash pickup fees. The sewer and trash fees are set by your city.
If you have an emergency, such as a flooded basement, which may be related to the sewer system, contact your city's public works department. In Omaha, the phone number is 402.444.5332.