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General FAQs

Will a direct contact be assigned as my representative?
Yes. Contact us if you haven't been assigned a representative.
Do you offer electronic file (EBB) testing?
Not at this time. However, the file formats for our electronic data files are available at any time in our Reference Manuals.
Is Electronic Data Interchange (EDI) supported for data exchange?
No. We currently use a flat file data exchange format.

Choice FAQs

How do I receive delivery information for customer data?
The demand curve file is posted on File Exchange by the 20th calendar day prior to the flow month.
Can rate codes be recycled?
Yes. We encourage you to recycle unused rate codes. You may change the dollar value through the file. The rate timeline is provided in our Reference Manual.
How are billing rates/structures established?
We establish the rate codes during the initial set-up, and it’s your responsibility to submit a dollar value to attach to the rate codes prior to billing. Please refer to the Customer Billing & Rate section of the Reference Manual for more details.
When can I expect a response from my file uploads?
If you submit the file by 5 p.m. Eastern, you will receive a response file the next day.
What if a supplier or third-party acting on behalf of a supplier submits two or more files for the same day?
We’ll process the last file prior to the daily cut off at 5 p.m. Eastern. If more than one file is submitted, the supplier must consolidate or append to the original file to avoid over-laying the previously submitted transactions.
Will I have the capability to retrieve my invoice electronically?
Yes. You must submit an Invoice Access Form to your assigned representative.
Why do you ask me to provide solicitation materials and activity?
We do this to inform and properly staff our customer call center because these activities tend to increase call volume.
Do you accept three-way calls through our customer call center?
No, we don’t accept three-way calls in order to protect the privacy of our customers.
When tax is applicable, do you add on the tax from the rate that is sent in or should I send the rate inclusive of tax?
We calculate the appropriate tax to the customer bill. The rate submitted to us to bill Choice customers should exclude tax.
How are tax exemption corrections refunded?
We are responsible for refunding tax exemption corrections via an adjustment to the customer's account or by back-dating the exemption date.
Can a third party agent nominate and accept capacity release on our system?
Yes. Please contact your assigned representative to obtain the appropriate forms. 
Will a direct contact be assigned as my representative?
Yes. Contact us if you haven't been assigned a representative.

Distribution Service FAQs

When are bank transfers due?
Bank transfers may only be requested once a month to be effective for the upcoming billing cycle and must be requested within three business days after the conclusion of the customer’s monthly billing cycle.
When are transportation contracts due?
All forms must be received by us in completed, legible form with all signatures by the first of each month for gas flow to begin the following month. Scanned or faxed copies will be accepted. If the first falls on a holiday or weekend, the deadline is the business day PRIOR to the first. If a contract is not completed properly, it will not be processed and it will be returned to you.
What customer name should I use when completing the contract?
The legal name listed with the Secretary of State's website is required. All pages of the contract where a customer's name is required will need to be the same.
How can I determine the customer's master in Aviator?
We’ll provide this information if you’re the customer's agent. Otherwise, you’ll be advised to refer back to the customer contact for this information.
How do I view my customer's invoice?
If your customer has granted you access to their invoice on Aviator, you can view the invoice via Aviator. In addition, you may view the customer's usage information on their .USE file.
Will I have the capability to retrieve my invoice electronically?
Yes. You must submit an Invoice Access Form to your assigned representative.
Will a direct contact be assigned as my representative?
Yes. Contact us if you haven't been assigned a representative.