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Protecting Our Customers
We put the health and safety of our customers, communities and people above all else. Every day our people work to deliver safe and reliable service to our more than 1.6 million customers across North America.
Our Utilities provide essential services to customers in Alaska, the District of Columbia, Maryland, Michigan and Virginia. When accidents strike, and businesses and homes lose service, our people are on the front lines.
Safe Digging Campaigns
Every year, ENSTAR, SEMCO and Washington Gas run Safe Digging campaigns to help prevent pipeline damage that can cause injuries, property damage, and interrupted service. We provide educational initiatives and training sessions, and emphasize the importance of dialing 811 before excavation work begins.
National 811 Day, which is celebrated annually in the U.S. on August 11, is another chance for our Utilities to partner with industry peers and increase awareness of the free 811 “Call Before You Dig” service.
Emergency Planning and Preparedness
To ensure our organization is prepared and our teams are equipped to quickly and safely respond to emergency situations, we proactively identify and manage risks, share learnings, and use best practices.
We have comprehensive emergency response plans for all facilities and lines of business. We conduct regular emergency response exercises, which are often coordinated with local first responders. These exercises help us gain a better understanding of each other’s roles and responsibilities, so we are more effective in our response. Read the ENSTAR Earthquake Response story, and find out more about how we work in an emergency.
Responding to our Customers
Our Utilities have 24/7 Gas Control and Dispatch Centers to respond to customers’ concerns and mobilize teams in the event of an incident. Our Washington Gas call center receives approximately 50,000 calls per year related to odour or general concerns. They respond to about 15 incidents per week, usually involving a third-party contractor making contact with a pipeline during excavations. Our teams' response time averages 30 minutes from the time the call comes in until arrival on site.
For any inquiries regarding this report or its contents, please contact ESG@altagas.ca.