Gas Outages

Gas Outages

Get the latest information on gas outages in your area.

  • If you experience no gas supply, contact your gas retailer during business hours - the number is provided on your gas bill.
  • For after hours, please contact us on 131 909

Unplanned interruptions Even with the best-managed networks, unforeseen incidents may cause temporary gas supply interruptions. We always strive to fix these problems as quickly as possible to lessen the inconvenience to our customers.

  • Customers can assist us by reporting any interruptions or faults they observe in our gas networks.
  • For your safety, please stay clear of suspected faulty gas pipes.
  • BEFORE reporting a fault, please check that your gas meter has not been turned off.
  • To report a fault, please contact us on 131 909

In order to maintain a reliable gas supply to homes and businesses, we sometimes have to carry out planned maintenance and therefore may need to temporarily interrupt your gas supply. In accordance with our regulatory obligations, we must provide you with at least 4 business days notice of any planned supply interruption.

If your property will be affected by planned gas works, we will give you two forms of notice before the works start to fulfil our obligations:

  1. You will receive a letter with advance notice containing a range of dates for when the work will likely take place.
  2. Once the work at your property is scheduled, you will receive a card in your letterbox a minimum of 4 business days before the works, providing you with the expected date. Work will normally take place any time between 7.30am and 4.00pm and occasionally between 7:00am and 6:00pm; and your property’s gas supply will be turned off. When the gas supply is restored to the street, a representative will turn on the gas and check the supply to your appliances.

There are five types of gas works where planned interruptions may occur, these are

  1. Boundary Regulators
  2. Dual Services
  3. Meter Replacement
  4. Rehabilitation/Mains Upgrade
  5. Winter Gauging

Further information is provided below for each work type.

1.Boundary Regulators

What is a Boundary regulator?

Boundary Regulators are installed to reduce gas pressure to a lower level prior to entry to high rise buildings, shopping centres and where required for other consumers.

Why is it being replaced?

Boundary Regulators are replaced due to the following reasons:

  • the regulator has reached the end of its life
  • as part of corrective work e.g. the regulator is leaking or in poor condition

How will the works impact me?

The Boundary Regulator has been scheduled for replacement, requiring an interruption to your gas supply.

On the day of the works (as indicated on the Planned Gas Interruption card), we require you to turn off your gas meter at the meter control valve. Do this by turning the lever/handle to a horizontal position.

To perform this work the technician will need to expose the pipes around the regulator which will involve some excavation.

How long will it take?

These works normally take place between 7:00am and 4:00pm.

2.Dual Services

What is a Dual Service?

A Dual Service describes a situation where we need to branch off an existing service line from a neighbouring property instead of the gas mains in the street. In these situations we cannot readily access the gas main due to its location or due to an obstacle in its path.

How will the works impact me?

If we require branching off from your gas service line then we may need to temporarily interrupt your supply while we conduct the work. This involves digging a hole to expose your existing gas pipe and the laying of the neighbouring new service line.

How long will it take?

Although works may take several hours to complete the connection of the new service line, your gas supply will only be interrupted for part of this time and is normally no longer than one hour.

How will my property be left?

Any excavated areas will be returned to as close to original condition as possible. In most cases, temporary repairs will be made to make the site safe, with permanent restoration to follow. Sometimes third parties are responsible to complete the restoration works.

3.Meter Replacement

We will need to replace you meter as a result of either our Aged Meter Replacement Program or when you request your meter to be tested because you believe it may be inaccurate.

What is the Aged Meter Replacement Program?

In accordance with our regulatory obligations under the National Measurement Act 1960 (Commonwealth), we must test our gas meters regularly in order to ensure they continue to accurately record gas consumption. Due to the large number of meters installed, statistical sampling is performed where a sample set of meters based on a common meter type and age are selected and removed for testing each year.

Based on the results of the sample testing the entire population of like meters will either be deemed accurate and remain in service or deemed as reaching their end of life. End of life meters are replaced with a new meter.

Meter replacement undertaken as part of our Aged Meter Replacement Program is at no cost to the customer.

What if I believe my meter is inaccurate?

If you believe your gas meter is inaccurately recording consumption, you can request your gas retailer to instruct us to investigate and possibly test your meter (please contact your gas retailer for more information).

In order for your meter to be tested, your current meter will be removed and replaced with a new meter. Once the removed meter has been tested, results will be provided to your gas retailer (please call your gas retailer for these results).

If your meter is found to be inaccurate, your gas retailer will make any required adjustments to your bill. Please note, you will be charged if the removed meter is tested as accurate.

How will the works impact me?

To test a meter or to replace a population of end of life meters, we remove the existing meter and replace it with a new meter. During this replacement works there will be a short interruption to your gas supply.

You will be notified if your meter is to be replaced.

If you would like to be in attendance at the time of the meter replacement works or if your meter is difficult to access (inside your unit, behind locked gates), please call 1300 137 078 to make suitable access arrangements.

If you are in attendance at the time of the works, the technician who carries out the replacement will assist in relighting your gas appliances.

If you are not at the property at the time of the works, the gas supply will be turned off and a card detailing instructions to turn your gas back on and relight your appliances will be left in your letter box. If you are unable to relight your appliances you can contact 1300 137 078 to arrange an appointment to have this done.

How long will it take?

It takes approximately 1 hour to replace your meter.

4.Mains Upgrade

What is Mains Upgrade?

In order to maintain a reliable gas supply to homes and businesses, we carry out ongoing maintenance of our gas network through the upgrading of gas mains, equipment and services. New plastic pipe is inserted into the aged steel or cast iron gas mains in order to improve the gas supply within the area.

The upgrade works may also require your meter to be replaced and possibly relocated to ensure it complies with current Australian Standards/Regulations.

How will the works impact me?

The works will be undertaken at no cost to you. However we do require access to your property for our crews to complete their work.

Works will take place on public areas such as roads as well as within your property; this will require some excavation within your property and may include gardens, pavers, concrete, driveways etc.

The crew carrying out the upgrade will excavate outside your property in order to access the gas main and your individual gas service. The crew will also carry out a small excavation around your gas meter to expose your individual gas service. The existing main and service pipes will then be inserted with new plastic piping. Your gas supply will only be interrupted whilst we are working directly on your service line (works to the mains in the street do not affect your gas supply).

Once the work is complete, new gas mains and individual services will be tested to make sure everything is working correctly. The crew will then relight your natural gas appliances if you are present. If you are not at the property at the time of the works, the gas supply will be turned off and a card detailing instructions to turn your gas back on and relight your appliances will be left in your letter box. If you are unable to relight your appliances you can contact 1300 137 078 to arrange an appointment to have this done.

If we are able to contact you we shall advise you of the new location for your meter prior to undertaking the meter relocation works.

Works may necessitate temporary traffic changes, restrictions to on-street parking or the closure of a section of the footpath/road in your local area. We will make every attempt to reduce the impacts where we can, however the nature of the works requires the use of heavy plant, equipment and excavation machinery which will result in some noise/dust.

How long will it take?

The Mains Upgrade Works in the vicinity of your premise will take up to five working days, and will require us to place your area on a temporary gas supply each day between 7:00am and 6:00pm. If the gas supply at your premise is to be interrupted, you will receive a notification containing the expected date and time frame of the supply interruption.

5.Winter Gauging

What is Winter Gauging?

To ensure a reliable and safe supply of gas to customers it is necessary we monitor gas pressures at various locations along our gas network. Monitoring takes place during winter and involves temporary placement of a pressure gauge on selected gas meters.

Typical meters selected for gauging are located as follows:

  • end of the network (end of line)
  • areas of high demand
  • network redevelopment/expansion
  • low pressures recorded in peak times

This monitoring requires the installation of a pressure gauge near the gas meter for a period of 7 to 90 days.

How is the information used?

Information gathered from the pressure gauge is used to:

  • assess the need for reinforcement or interconnection to boost supply
  • track usage trends during high/peak times

How will Winter Gauging impact me?

Winter Gauging will not impact your gas account.

If your premise has not previously been used for Winter Gauging we will need to interrupt your gas supply for a short period to insert a test point near your gas meter. We then attach the pressure gauge to the test point for the duration of the monitoring.

Previously gauged premises only require the gauge to be refitted. This does not require us to interrupt your gas supply.

At the completion of the gauging period a technician will return and remove the pressure gauge, leaving the test point in place for possible future use.  This does not require us to interrupt your gas supply.

Because of the sensitivity of the equipment, it would be appreciated if you could avoid handling the gauge during its operating period.

How long will it take?

Approximately 30 minutes is required to install a test point (if required) and fit the pressure gauge.

For easy detection, we add a harmless chemical called mercaptan to give gas a distinctive odour. Most people describe the smell as rotten eggs or hydrogen sulfide like odour. It smells bad for a good reason - in case of a gas leak!

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  • Enquiries should be directed to 1100 at least two working days prior to excavation
  • Service Operators are available between 8:00 AM and 5:00 PM (AEST), Monday to Friday

Dial before you dig is funded by utility organisations throughout Australia.

  • Safe access to your gas meter or bottles and the area is clear of flammable materials.
  • If you have to evacuate and it is safe to do so turn off your gas supply or gas bottles – the valve to turn off your gas is located on the side of your meter or on top of your gas bottles.
  • Do not pour petrol near a gas appliance or flue outlet – petrol fumes could be ignited by the appliance flame
  • Do not fill your mower with petrol near a gas appliance or flue outlet
  • Do not spray aerosols near operating gas appliances – the flammable gas in aerosols pressure packs can be a fire hazard
  • Don't store chemicals or pressure packs on or near a gas appliance – heat may cause them to react or explode
  • Never use or store flammable materials such as petrol, mineral turpentine, paint or combustible cleaning solutions near a gas appliance
  • Turn off any pilot burners before using tile adhesive or solvents near a gas appliance
  • Enquiries should be directed to 1100 at least two working days prior to excavation
  • Service Operators are available between 8:00 AM and 5:00 PM (AEST), Monday to Friday

Dial before you dig is funded by utility organisations throughout Australia.

As your electricity distributor, we’re committed to delivering on a number of promises to you – they’re promises we want to keep. For more information please see our Customer Charter here: http://online.fliphtml5.com/nsew/edcb/#p=9

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We restore power to essential services first, such as hospitals. Then we make repairs that will restore power to the most customers and people who've been without power the longest.