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Customer service update

As a gas distributor, we are responsible for bringing gas to homes and businesses across NSW. We arrange for your meter to be read and pass the data onto your gas retailer for billing purposes.

In 2016, we implemented a major system upgrade designed to streamline and improve our customer service processes in support of new retail gas market procedures.

As with any major system upgrade, there are challenges in ensuring a seamless transition. We have identified the following issues that are currently impacting some of our customers. We are working to resolve them as soon as possible.

Delays in billing

Some customers who have recently connected to gas may not have received their first gas bill.

If you are a new customer and have not received a gas bill for more than three months, don’t worry.  We are working hard to resolve this issue.

If you are concerned about your gas usage during this time, please phone our billing and metering hotline on 1800 536 362.

Bills based on estimated meter reads

Some customers may notice on their most recent gas bill that an estimated meter read has been used to calculate the amount they need to pay.

Estimated reads can be used to calculate your bill for a range of reasons, including when an actual meter read is not available. This could be, for example, due to physical reasons where meter readers couldn’t gain access to your gas meter (such as a locked gate or dog on the premises), or for system related reasons.

If you suspect something is not right with your gas bill, or have a concern that the bill is unusually large or small, please contact your retailer in the first instance, or call our billing and metering hotline on 1800 536 362.

Please click here for Frequently Asked Questions about billing enquiries.

Delays in new gas connections

In 2016, Jemena also launched the New Connections Portal as part of the changed regulatory requirements affecting the procedures for new connections. As a result, some customers may be experiencing delays in having their gas connected.

We are committed to connecting and delivering natural gas to residential and commercial customers as a priority.

Please click here for Frequently Asked Questions about the application process, delays and portal queries.

Thank you for your understanding and patience during this system transition

We understand how distressing and inconvenient issues with new connections or energy bills may be. We remain focused on resolving customer concerns as quickly as we can and we have committed additional resources to resolving the above issues as soon as possible.

We sincerely apologise for any inconvenience caused.