During the rollout of our Automated Metering Infrastructure (AMI), NIPSCO discovered an issue with a very limited number of NIPSCO’s existing gas meters, impacting less than 1% of natural gas customers. While this historical issue was discovered during AMI rollout, it is not related to or caused by this new technology in any way. As part of the AMI project, NIPSCO identified that a limited number of gas customers were being billed for more or less than actual usage prior to the AMI installation. Customers do not need to take any action at this time. We are committed to accuracy in our metering and billing processes and have already taken steps to verify and correct any impacted bills. Those customers who are identified as being impacted by the billing discrepancies are being notified by NIPSCO through direct mail and email. NIPSCO will also be issuing 12-month refunds to those who have been overbilled. We appreciate your patience and understanding as we work to resolve this matter. Important Information Regarding NIPSCO Natural Gas Meters
Frequently Asked Questions
Why were some meters giving an inaccurate reading?
When Advanced Metering Infrastructure (AMI) was installed on customers’ meter, photos were taken of each meter component to ensure accuracy. It was identified that two components on a limited number of customers’ meter were mismatched, resulting in incorrect readings. These components were not part of the AMI installation but were already part of customers’ gas meters. Impacted customers’ meters have been corrected.
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Did your new AMI meters cause this issue?
No. The issue was discovered during the rollout of NIPSCO’s new Automated Metering Infrastructure (AMI) but is not related to or caused by this new technology.
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Are impacted meters being fixed?
Yes, NIPSCO has already taken step to fix inaccurate meters, and additional analysis has been completed to ensure all components are functioning as intended. We are estimating that all meters will be corrected by the end of 2026, and any customer whose meter was impacted will be notified directly.
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How do I know this won’t happen again?
NIPSCO has implemented quality control procedures to ensure the accuracy of the meter readings. Additionally, AMI gives our billing and operations teams access to near real time data that allows us to recognize and resolve problems quickly.
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How will customers who are impacted receive their bill credit/refund?
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If customers were charged for less than actual usage will their bill be going up?
NIPSCO will not seek any additional payment from you for the period in which customers were underbilled. However, because the meter was previously reading their natural gas usage at half the actual usage, they may see your natural gas bill increase or possibly double what they have previously paid, especially throughout this heating season, when natural gas usage increases due to colder temperatures.
We understand that any potential increase to bills is significant and want to make sure customers are aware of the options we offer to help their manage your bill, like energy efficiency programs and tips, budget plan, payment plans and energy assistance programs. Customers can find out more about these offerings by visiting NIPSCO.com/ConnectingYou.
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