FAQ
Gas Pricing
I would like to know the payment methods.
There are three payment methods available: Bank transfer, Credit card payment, Convenience store payment slip (a processing fee will apply)
I have moved, but I am still being charged.
We sincerely apologize for the inconvenience. Please contact us by phone so we can investigate the situation.
I would like to know the necessary procedures to resume gas supply after it was stopped due to unpaid bills.
Gas supply restoration requests are accepted by phone.
Please prepare your payment receipt and contact us via phone.
* To resume gas supply, all outstanding charges past their due dates must be paid in full.
* Payments received in full by our account by 1 PM on weekdays (Monday to Friday) will result in same-day gas supply restoration.
* Payments made after 1 PM on weekdays will lead to restoration during the following business day’s working hours.
* Payments made on weekends, public holidays, or other non-business days will be confirmed on the next business day, and gas supply will be restored during working hours.
* Your presence may be required during the gas supply restoration process.
How should I make the first gas bill payment after starting gas service?
A payment slip will be mailed to you approximately 7 to 10 days after you receive the “Gas Meter Reading Notice.”
If the “Gas Meter Reading Notice” indicates that payment will be made via bank transfer or credit card, those payment methods will apply.
I would like to request a reissue of the receipt.
We are unable to reissue the receipt, but we can issue a “Gas Payment Certificate.”
We kindly ask you to contact us by phone for this request.
I would like to change the payment method to bank transfer.
You can apply for the change of payment method via the website or by phone. For more details, please visit the “Procedures” → “Payment/name change” page.
I would like to change the payment method to credit card payment.
You can apply for the change of payment method via the website or by phone. For more details, please visit the “Procedures” → “Payment/name change” page.
I would like to know which credit cards can be used for payment.
The following credit cards are accepted:
VISA, MASTER, JCB, AMEX, Diners, Mitsubishi UFJ NICOS, Cedyna, UC, Toyota Finance, Orico, Rakuten, DC.
How long does it take to complete the payment method change procedure?
It may take approximately 1 to 2 months to complete the payment method change.
Thank you for your understanding.
*Please note that if a payment slip is mailed to you during this period, you will need to make the payment using the payment slip.
Procedures
I would like to apply for gas service.
You can apply for the gas service activation (opening) online or by phone.
If you prefer to apply online, please visit the “Procedures” → “Starting Service” page.
If you prefer to apply by phone, please contact your nearest branch.
Is an in-person presence required for the gas service activation?
An in-person presence is required for safety checks, such as ignition verification and gas leak inspection, as well as for the explanation on how to use the gas safely. Please ensure that you are present during the process.
How long does the gas service activation process take?
The process is expected to take approximately 30 to 40 minutes on average. Please note that the duration may vary depending on the situation.
Is there anything I need to prepare for the gas service activation process?
For the ignition check, please prepare gas appliances that are specifically for propane gas. Additionally, if you have a water heating system, we will check if hot water is available, so we may need to use electricity and water. Thank you for your understanding in advance.
What procedures are required to restart gas supply after it has been suspended due to non-payment?
Gas supply reconnection is available via phone. Please have the payment receipt (proof of payment) ready and contact us by phone.
* All outstanding charges that have passed their payment deadline must be paid for gas reconnection.
* If the full payment is made by 1 PM (Monday to Friday), reconnection will occur on the same day.
* If payment is made after 1 PM (Monday to Friday), reconnection will occur within business hours on the next day.
* Payments made on weekends or public holidays will be processed on the next business day, with reconnection occurring during business hours.
* Please note that in some cases, your presence may be required for the reconnection process.
How long does it take to complete the process of changing the payment method?
It may take approximately 1 to 2 months to complete the payment method change. Thank you for your understanding.
Can I specify the time for the work visit when starting the gas service?
The visit time for starting the gas service can be selected as either morning or afternoon.
Morning: 9:00 AM – 12:00 PM
Afternoon: 1:00 PM – 4:00 PM
We will visit in the order of the above time slots, so specific time requests cannot be accommodated. During busy periods, we may not be able to meet your preferred time. Please apply as early as possible. Thank you for your understanding.
Contract
I would like to know my customer number.
Your customer number is the 10-digit number printed on your “gas meter reading slip.”
If you have any questions, please contact the nearest branch for assistance.
I would like to change the name on the contract.
The application procedure for the name change is available by phone. Please contact the nearest branch or office, as your presence may be required for the name change process.
How long does it take for the contract holder's name to be changed after the application?
After your application, the change will take effect from the next or the following billing cycle.
What should I do if the town name or street number of the location where I use gas has changed (due to land readjustment, etc.)?
The procedure for submitting a change request can be done by phone. Please contact your nearest branch.
Appliance
What kind of gas appliances do you sell?
For gas appliance sales, please contact our office in your area or visit the QTOJAPAN division website for more information.
https://qtojapan.com/
I would like to apply for the purchase or lease of gas appliances.
For the purchase or rental of gas appliances, you can check and apply through the nearest branch of our company in your area or via the QTOJAPAN division’s website.
How much does the installation cost for the equipment?
Please contact the branch office in your area.
(The prices listed on the QTOJAPAN business division’s website include the standard installation cost.)
Is there anything I should be careful about when purchasing gas appliances?
There are two types of gas: city gas and LPG. The type of gas depends on the appliance, so please contact the branch office in your area for more details. If purchasing from mass retailers, please confirm the suitable gas type. Additionally, when purchasing gas appliances, please also purchase the necessary connectors.
After a typhoon or heavy rain, the gas water heater's flame won't ignite, no hot water is coming out, or the water isn't heating up.
I apologize for the inconvenience, but please contact our office located in your area.
I would like to know how to prevent the freezing of a gas water heater (when the forecasted minimum temperature is below freezing).
When the temperature drops below freezing, the water in the pipes around the gas water heater may freeze, causing a disruption in hot water supply. The gas water heater itself has the following features to prevent freezing:
・A freeze prevention heater prevents freezing in the water passage.
・The recirculation pump operates automatically to prevent freezing in the pump and other parts.
* You may hear the sound of the bath pump running late at night or early in the morning, but this is normal.
【Precautions】
Please make sure the power plug is inserted into the outlet. (The heater will not function if unplugged, so be careful!)
* Do not drain the remaining bath water; keep the water level at least 5 cm above the circulation adapter.
1. Turn the operation switch on the remote control to “OFF.” 2. Close the gas valve.
3. Close the bathtub drain plug, then open the hot water valve to allow approximately 400 milliliters of water to flow into the bathtub for one minute.
* Water may overflow from the bathtub.
* The flow rate may become unstable, so please check the flow rate after about 30 minutes.
The gas appliance is not functioning properly (such as gas stoves, small water heaters, or appliances that use dry batteries).
Please contact the branch office located in your area.
What is the lifespan of a gas water heater?
The lifespan of a gas water heater is generally said to be around 10 to 15 years. As it approaches the end of its lifespan, the following signs may appear:
・Unstable water temperature
・Strange noises or abnormal vibrations
・Increased gas consumption
・Reduced water flow
If you feel the lifespan is nearing, it is recommended to consider early inspection or replacement.
What should I do if there is strange noise coming from the gas appliance?
If you hear strange noises, it may indicate wear or failure of internal parts. Please stop using the appliance immediately and contact the gas company or a professional service provider for inspection. Continued use could lead to further damage or pose a safety risk.
I'm worried about a gas leak. How can I check for it?
If you suspect a gas leak, you may notice a distinctive gas smell. If you smell gas, first open the windows to ventilate the area and close the gas valve. Then, contact the gas company and request an inspection. Do not use any open flames or turn on electrical switches.
In an emergency
Starting Service
Stopping Service
Payment/Name
FAQ