FAQ

The best way to sign a contract online is by submitting the application

We will review your application and send an authorisation code to the e-mail address provided by you, therefore, you can confirm the prepared draft contract by re-authorising with your Internet bank or e-Signature.

If you do not have access to the Internet bank or e-Signature, you can conclude the contract by filling in the application for the conclusion of the contract and by sending it via e-mail to our address info@lg.lv, or by calling (+371) 67869866, where our customer service representative will complete the application on your behalf.

In this case, we will send you the contract via e-mail or by post to sign. You can sign the contract with a secure electronic signature or send us your signed copies by post.

1. In the section “For home” select “Contract signing”;
2. Authorise via internet banking or e-Signature;
3. Choose one of the application forms depending on whether the property (object) has or does not have a natural gas meter;
4. On the completion of your application, press “Submit”;
5. We will review your application and send an authorisation code to the e-mail address provided by you, therefore, you can confirm the prepared contract by re-authorising with your Internet bank or e-Signature.

It is necessary to complete and submit an application online or complete an application to conclude a contract indicating the justification for the use of the property (object) and send it to the e-mail address info@lg.lv.

If you want to conclude a contract on behalf of another person (principal), please attach a copy of the power of attorney.

If you rent or lease a property (object), you shall submit the owner's consent to enter into the contract or another document, such as a lease or rental agreement, which indicates that the owner has granted you the right to enter into a natural gas trade contract for the property (object) in question.

If the property (object) has no connection for natural gas, before concluding a contract with us, you must contact the distribution system operator Gaso.

For heating, the average natural gas consumption is calculated taking into account the degree of insulation of the building, the type of boiler, and the total number of people in one household. If natural gas is used for family cooking purposes, the average monthly consumption of natural gas will equal approximately 4 m³. Average natural gas consumption may vary depending on the type of use. Below we offer the average natural gas consumption calculated by the distribution system operator depending on the purpose of the use of natural gas:

Cooking (gas stove) ~ 4 m3

Water heating (boiler) ~ 20 m3

Heating:

up to 50 m2 ~ 71 m3
up to 80 m2 ~ 100 m3
up to 100 m2 ~ 125 m3
up to 120 m2 ~ 142 m3
up to 150 m2 ~ 167 m3
up to 200 m2 ~ 225 m3
up to 250 m2 ~ 267 m3

Gaso is the only natural gas distribution system operator in Latvia that ensures the supply of natural gas from the transmission system to the final consumers. Gaso ensures the development of distribution infrastructure, construction of natural gas connections, the operation of the system and accounting of natural gas, as well as the operation of the emergency services.

You can correct your personal data by sending us a message via the customer portal, by phone (+371) 67869866, or by e-mail info@lg.lv

You can change your contact information in the customer portal in the section "Profile" or we can do it on your behalf if you write us a message via the client portal, or contact us by phone (+371) 67869866, or by e-mail info@lg.lv

If you change your place of residence and the property (object) will be used by another person in the future, or if you want to terminate the contract because the property (object) will be disconnected from the natural gas, please send us a completed application for termination of the contract to info@lg.lv.

The disconnection of the natural gas supply is provided by the distribution system operator Gaso (more information here). The most convenient way to apply for disconnection to be performed by Gaso is by sending an SMS to the number 155 with the text “ATSL space market number of the object”. You can find the market number of the object in the customer portal or in the Gaso customer portal.

According to the laws and regulations, natural gas consumption in m³ must be expressed in kWh. In order to meet the requirements of the laws and regulations, the distribution system operator must multiply the last gas consumption of the object in m³ with the weighted average maximum calorific value of the gas in the calorific value zone of the respective month, which can be done at the end of the month. You will receive the payment document after the consumption of m³ is expressed in kWh. Which will be in the following month after the termination of the contract or the supply of natural gas.

If you currently purchase natural gas from another trader, but you want to enter into a contract with Latvijas Gāze, please fill in the application online or send the application for the conclusion of the contract to the e-mail address info@lg.lv, or call (+371) 67869866 and our customer service representative will fill in the application on your behalf.

If you conclude the contract by the 15th of the current month, the contract will take effect from the 1st of the next month. However, if you conclude the contract starting from the 16th of the current month, the contract will enter into force on the 1st of the following month.

Upon termination of the contract, you can transfer the overpayment to another subscriber number. To transfer the overpaid amount, please fill in the overpayment application and send it to us in the customer portal mans.lg.lv or to the e-mail address: info@lg.lv.

If the owner or tenant of the property changes and if you have an overpayment and you are not going to renew the contract with Latvijas Gāze for another address, please fill in and send us an application for termination of the contract indicating all the information for the transfer of the overpaid amount to your current account. If the overpaid amount is more than EUR 20, please send the application for termination of the contract to the e-mail address: info@lg.lv with a secure electronic signature or by mail, addressing the letter to AS “Latvijas Gāze” Customer Service Centre, 20 Vagonu Street, Riga, LV -1009.

Your advance payment (overpayment) will be transferred to the new contract, i.e., to another subscriber number of yours.

Information about the payment is available in the Invoices section of the customer portal.

We will also send additional information regarding the amount to be paid to your e-mail or by post, depending on the type of payment you have chosen:

Balanced Payment, we will send a report on the consumed natural gas annually to the e-mail address provided by you or by post free of charge. This report will show the amount due each month, which you can pay by the 20th of each month or make a prepayment for several months in advance.

Bill, you will receive a bill via an e-mail and in the customer portal free of charge (the monthly fee for sending the bill by post is EUR 1).

The fastest and most convenient way is to make payments in the customer portal. You can also make payments at any bank, including Internet bank and bank branches, and at Latvijas pasts offices. Please note that bank branches and Latvijas pasts will charge you for the service provided (money transfer) in accordance with their price list.

New! You can pay your or another customer's bill by only providing the address of the object. In order to make a payment, authorisation in the customer portal is not required, and payment can be made either by using a payment card (Mastercard, Visa), or at the most popular internet banks (Swedbank, SEB, Citadele, Luminor/DNB) in Latvia.

Payment can only be made for an address that has an active natural gas trade contract. If the contract has been terminated and you have to pay the final invoice, we invite you to do so in the customer portal.

Our payment requisites

For the purpose of payment, please indicate the exact subscriber or contract number. In the case of an error, it may take longer to process your payment.

You can make a payment on behalf of another person (customer) by specifying the address of the property (object).

To make a payment

In order to make a payment, authorisation in the customer portal is not required, and payment can be made either by using a payment card (Mastercard, Visa), or at the most popular internet banks (Swedbank, SEB, Citadele, Luminor/DNB) in Latvia.

Payment can only be made for such a property (object) that has an active natural gas trade contract. If the contract has been terminated and you have to pay the final invoice, we invite you to do so in the customer portal mans.lg.lv.

In order to make a payment at a branch of Latvijas Pasts, you must present the barcode included in the natural gas report. This barcode will be valid for the entire reporting period and can be used again (every time you make a payment for natural gas). Please note that Latvijas Pasts will charge you for the service provided in accordance with their price list.

To save time and money, you have the opportunity to make a Regular payment by opening a Postal payment system (Pasta norēķinu sistēma - PNS) account at no additional charge. The regular payment is a safe, convenient and environmentally friendly service. By concluding the Regular Payment, you will not have to come to the post office, because your payment for natural gas will be made automatically, moreover, for a lower commission fee.

More about the benefits and opportunities of the PNS account:
https://www.pasts.lv/lv/privat...

We offer two payment options:

1. Balanced Payment – this form of payment makes it easier to estimate your spending and the overall feeling might be safer, because you will know how much you need to pay over the next 12 months. The monthly Balanced Payment amount is calculated individually according to your average consumption of natural gas and authorised load of a meter. With a Balanced Payment, you will generally pay the same amount as you have consumed. The meter readings must be submitted depending on the amount of natural gas consumed per year: Once a year at the end of the reporting period, if the annual consumption of natural gas is up to 250 m³ (up to 2,635 kWh), using natural gas for cooking; three times per year at the end of the reporting period and tariff change: on 30 June and 31 December, if the annual consumption of natural gas is above 250 m³ (over 2,635 kWh), using natural gas for boiling water or heating).

2. Bill – with this form of payment, you shall pay exactly for the amount you consumed each month, so you will need to submit your meter reading monthly (about meter reading).

Balanced Payment is the best option if you want to pay the same amount each month and do not want to report the meter reading every month. If you use the Balanced Payment method, it is easier to estimate your spending and overall, you may feel safer. The monthly Balanced Payment amount is calculated for each customer individually according to their average consumption of natural gas and authorised load of a meter. With Balanced Payment, you will generally pay the same amount as you have consumed. The meter readings must be submitted depending on the amount of natural gas consumed per year: Once a year at the end of the reporting period, if the annual consumption of natural gas is up to 250 m³ (up to 2,635 kWh), using natural gas for cooking; three times per year at the end of the reporting period and tariff change: on 30 June and 31 December, if the annual consumption of natural gas is above 250 m³ (over 2,635 kWh), using natural gas for boiling water or heating).

Bill is the best choice, if you want to pay exactly for the amount you consumed. This type of payment is characterised by fluctuations in monthly payments; therefore, if you are using natural gas for heating, carefully assess your payment options before you choose this method of payment. During the winter months, natural gas bills can be much higher than in the summer due to an increase in consumption. By choosing this payment method, you shall report meter reading monthly from the 27th date of the current month to the 1st working day of the following month.

Natural gas price encompasses not only the price of the natural gas itself as a commodity, but also trading, storage and transmission capacity services. The price of natural gas for households is regulated by the Public Utilities Commission;

It should be noted that the price of natural gas is only one of the five components that make up the total payment for natural gas.

More about other price components

In the case of an overpayment, it is transferred to the next payment of the settlement period and the amount for payment will be indicated in the next payment document considering the overpayment. You do not have to make any payments until they are covered by the overpaid amount.

If you want to transfer the overpayment to another subscriber number, please fill in the overpayment application and send it to us in the customer portal mans.lg.lv or to the e-mail address: info@lg.lv.

If the owner or tenant of the property changes and if you have an overpayment and you are not going to renew the contract with Latvijas Gāze for another address, please fill in and send us an application for termination of the contract indicating all the information for the transfer of the overpaid amount to your current account. If the overpaid amount is more than EUR 20, please send the application for termination of the contract to the e-mail address: info@lg.lv with a secure electronic signature or by mail, addressing the letter to AS “Latvijas Gāze” Customer Service Centre, 20 Vagonu Street, Riga, LV -1009.

If you have made an incorrect payment, please send us an Application for the refund of an incorrect payment to the e-mail address: info@lg.lv, signed with a secure electronic signature or by mail, addressing the letter to AS “Latvijas Gāze” Customer Service Centre, Vagonu iela 20, Riga, LV-1009.

Upon termination of the contract, you have the opportunity to transfer the overpayment to another property (object) specified by you or recover it in your current account. To transfer the overpayment, please fill in the application form.

Your advance payment (overpayment) will be transferred to the new contract, i.e., another property (object) specified by you.

The financial well-being of each client is important to us, therefore, we will look for the solutions together. We kindly ask you to contact us without delay by sending us a message via the customer portal, by phone (+371) 67869866, or by e-mail info@lg.lv

We consider each case individually, therefore, the response time depends on the amount of the debt, the deadline for the spread of the debt, as well as the discipline of your previous payments. We will try to answer as soon as possible.

Each natural gas consumer not only consumes natural gas, but also uses the infrastructure. Most of the distribution system service costs are the costs of maintaining the infrastructure required for the supply of natural gas, which do not depend on the consumption of natural gas. As explained by the Public Utilities Commission, in order to maintain the infrastructure in an appropriate technical condition and to ensure other activities necessary for the functioning of the distribution system, the tariff structure was changed and a fixed part of the tariff was determined. Otherwise, a situation would arise in which users who do not actually use or use natural gas in small amounts would not contribute to the infrastructure costs, however, they would have the opportunity to use natural gas at any time. In turn, the maintenance of the necessary infrastructure for such users would be ensured at the expense of funds received from other users. More detailed information https://www.gaso.lv/sadales-tarifs-no-01012020

The frequency of reporting depends on your billing type:

• Bill- readings must be reported monthly;
• Balanced Payment:
  Once a year at the end of the reporting period, if the annual consumption of natural gas is up to 250 m³ (up to 2,635 kWh), using natural gas for cooking;
  Three times per year at the end of the reporting period and tariff change: as of 30 June and 31 December, if the annual consumption of natural gas exceeds 250 m³ (over 2,635 kWh), using natural gas for boiling water or heating).

More about meter readings

The fastest and most convenient way to report meter readings is via the customer portal. You can also report the meter reading to the distribution system operator Gaso .

The meter readings shall be read in whole numbers, all black digits before the decimal point.

Acceptance and processing of meter readings is provided by the distribution system operator Gaso. You can correct the meter reading by contacting the distribution system operator Gaso.

The distribution system operator Gaso will estimate the readings, making a prediction based on your natural gas consumption history.

We prepere the bill based on Gaso’s information about the consumption of gas at your site. In this case we urge you to send us the actual readings the next month, so that we bill you based on your actual consumption.

If you make payments according to the Balanced Payment principle, the readings must be reported 1-3 times per year. Reminders will be sent to customers, so that they do not miss the time of reporting the meter readings.

If you do not send the readings in this case, we ask you to submit them in the client portal, between day 27 of the current month, and the first business day of the next month. You may report your readings every month: the more often you report, the more accurate our natural gas accounting.

kWh or kilowatt hours is a unit of energy.

Meter readings must be provided in cubic metres (m³), while payments are made according to the natural gas consumption in kilowatt hours (kWh). The conversion from m³ to kWh is performed using the following formula:

Natural gas volume (m³) × calorific value = natural gas volume (kWh).

The calorific value is the amount of heat that can be obtained by fully burning one cubic metre of gas. The amount of natural gas per cubic metre may vary. It depends both on the temperature of the natural gas and on the pressure, therefore, special devices are installed throughout the territory of Latvia – chromatographs that measure the calorific value in each zone.

Registration in the Latvijas Gāze customer portal mans.lg.lv can be performed by a person who has concluded a natural gas supply/trade contract with us. In order to register in the customer portal, log in with your Internet bank or e-Signature.

It is possible to register to the customer portal for:

1. the person who has concluded a contract with us - the contractor;
2. a person added by the contractor as an additional user to his/her portal user profile;
3. a person authorised by the contractor.

The person who has concluded a contract with us - the contractor - can register by e-mail, internet bank or eSignature. After filling in the registration form, you will receive a confirmation link to the e-mail address specified by you. To complete the registration, we kindly ask you to activate it. The registration process is completed. To log in to the customer portal, log in with internet bank, eSignature or e-mail and password. Welcome to the new customer portal!

Additional user - can register by clicking on the activation link received in the e-mail, one will open the customer portal window, in which the password shall be entered, which you will be able to use as an additional user of the portal for authorisation in the customer portal. To complete additional user registration, we kindly ask you to perform authentication with an internet bank or eSignature, as well as fill in the contact information form. Registration is complete, welcome to the customer portal!

A person authorised by the contractor - we kindly ask you to send the application signed by the contractor for the registration of a portal user or a copy of the authorisation as a scanned or photographed attachment to the e-mail address: info@lg.lv. We will check the data in our customer database and create a portal user. We will send you a link to the email address provided by you, which shall be approved by an authorised person by a certain time. We kindly ask you to note that the processing of applications may take a longer time at the moment.The authorised person will be registered as the main user of the portal and the activities performed by the authorised person in the customer portal will be equated to the activities of the contractor.

To register in the customer portal, please fill in the application for registration in the client portal. The completed and signed application shall be sent to the Customer Service Centre of Latvijas Gāze by e-mail: info@lg.lv.

To register in the customer portal, please fill in the application for registration in the client portal. The completed and signed application shall be sent to the Customer Service Centre of Latvijas Gāze by e-mail: info@lg.lv.

If you want to grant the right to another person to use your profile in the customer portal, you can do so by logging in to mans.lg.lv in the section “Users”, “Add user”. You can choose what rights you want to grant to this person - just to view invoices or to report a meter reading.

The payment for natural gas consists of 5 components: the price of natural gas, distribution, transmission, VAT, and excise duty. Starting from July 1 tariffs of 2 components will change – the price of natural gas and the fixed fee of the distribution system operator Gaso.

• Price of natural gas

Natural gas is extracted in different countries and sold on the international market or Exchange. Just like the stock market, the natural gas market in Europe is affected by various factors such as a cold winter, cool spring, pipeline repairs, geopolitical issues, and others. Therefore, natural gas prices fluctuate every day.

Latvijas Gāze, as a public trader, reviews prices for households twice a year in accordance with the methodology approved by the PUC,* which sets the company's profit margins when trading natural gas to households. In this way, the state can be sure that residents do not overpay for natural gas, but the company profits by providing a quality service.

Last summer, Latvijas Gāze provided its customers with a very low natural gas price, but in the last 12 months the gas price in the international market has increased four times, therefore the monthly payments of customers will also increase according to the PUC methodology.

• Distribution tariffs

The distribution service is provided by Gaso. The new distribution tariffs have been coordinated with the PUC already in April this year. Gaso's fixed fee for natural gas distribution from now on will be EUR 3.27 per month, including VAT. An increase in tariff is necessary for the company to further modernize its infrastructure.

More about tariffs

The natural gas market in Latvia is closely related to the European and world markets. The price of natural gas is determined by the Exchange, and in recent months it has significantly increased (up to 4 times).

Factors that have influenced the increase in the price of natural gas over the last 6 months:

• ¾ Weather – the cold winter and cool spring in Western Europe increased natural gas consumption and demand. Europe's natural gas storage reservoirs have been depleted and the demand far exceeds the supply;
• ¾ Demand – high demand for LNG (liquefied natural gas) in Asia, a significant amount of the resource is supplied to Asia, creating insufficient supply in Europe;
• ¾ Geopolitics – various political aspects that affect the transportation of natural gas within individual countries (for example, transmission through Ukraine);
• ¾ Global events – Sometimes seemingly unrelated events can affect natural gas prices, such as the shipwreck in the Suez Canal. The blocked canal hindered the transportation of LNG (liquefied natural gas), which significantly increased delivery costs.

From July until the end of September, all Latvijas Gāze customers will receive letters with the new payment amount. Starting from August, the amount of the new adjusted payment will be available on the customer portal, and from then on, the payments must be made according to the new tariff. A calculator is available in the Tariffs and Calculator section of our website where one can calculate the forecast payment for natural gas.

Given that this time both the price of natural gas and the fixed fee for the Gaso distribution service will change, we will send letters to households with the new amount of the equalized payment, so that the amount is not increased when receiving the next annual report. We invite customers to actively report meter readings and pay according to the sent payment schedule, because it will be created taking into account the previous payments.

Customers who have paid in advance for several months or a year will also receive a letter from us with the new payment schedule. It will be created taking into account the payments already made.