RG&E Shares Natural Gas Safety Tips

Customers urged to get up, get out, and get away if natural gas leak is suspected 

Call 911 or RG&E at 800.743.1702 from a safe location 

 

ROCHESTER, N.Y. — March 26, 2025 — Rochester Gas and Electric (RG&E) today shared important gas safety tips for customers who suspect a gas leak in their home or business. If you suspect a natural gas leak, get up, get out, and get away! Then call RG&E immediately at 800.743.1702 or 911 from a safe location.  

 

“RG&E is committed to protecting customers and protecting the community,” said Patricia Nilsen, president and CEO of NYSEG and RG&E. “There are more than 300,000 natural gas customers across RG&E’s service area. Gas emergencies have no respect to schedules, and we’re committed to responding any time a customer needs us. Our talented gas fitters from IBEW Local 36 are specially trained to help keep homes and businesses safe, around the clock. This important work is not possible without the support of our dedicated union workforce.” 

 

A natural gas leak is usually recognized by smell, sight, or sound. Natural gas is colorless and odorless, though a distinctive rotten egg smell is added for individuals to recognize a gas leak quickly. A white cloud, mist, fog, bubbles in standing water, or blowing dust is a visual sign that a natural gas leak has occurred. Customers may also notice vegetation appearing to be dead or dying for no apparent reason. A gas leak may also be present if you hear an unusual noise like roaring, hissing, or whistling.  

 

RG&E offers these examples of what customers should do if they suspect a natural gas leak: 

  • Get up, get out and get away! Then call 911 or RG&E at 800.743.1702 immediately from a safe location.  

  • Do not smoke or operate electrical switches or appliances. These items may produce a spark that might ignite the natural gas and cause an explosion.  

  • Do not assume someone else will report the condition. Provide the exact location, including cross streets.  

  • Let us know if sewer construction or digging activities are going on in the area. 

 

Gas safety inspections are conducted regularly across the Company’s natural gas pipelines, which span approximately 5,000 miles These inspections assess the condition of the service line and are completed quickly. Inspectors use gas detection equipment to detect a leak and perform visual inspection for corrosion on all exposed piping up to the natural gas meter inside a home or business. These inspections are required by federal code and the New York State Public Service Commission.  

 

Carbon Monoxide Safety 

Carbon monoxide is a colorless, odorless gas that is a product of incomplete combustion. Carbon monoxide poisoning can happen in a matter of minutes. To help mitigate the risk of carbon monoxide poisoning, customers should install a carbon monoxide alarm. Other protections can be taken as well, like having your heating system, chimney, flues and vents professionally checked.   

If you suspect a carbon monoxide problem, get up, get out and get away! Then call 911, RG&E 800.743.1702 immediately from a safe location.   

For more information about RG&E’s gas response, please click here.  

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