Residential customers

Welcome to the Jemena Gas Network! It’s great to have you as our customer. 

Natural Gas is the smart choice for powering your home – just ask our 1.4 million customers across NSW. From home cooking to heating, hot showers to pools and BBQs, no matter what area of your home you’re looking to enhance, Natural Gas is the way to go. 

To welcome you to our network, we’ve collated a few handy resources to help get you started on your Natural Gas journey.

Our promise to you

Read Your Rights and Obligations, which set out our promise to you in providing a safe and reliable supply of Natural Gas. It also contains information about your obligations as a customer and what you need to do to ensure your Natural Gas supply is not interrupted. 

Meter reading and billing

As your Natural Gas distributor, our supply related charges make up roughly 37% of your annual Natural Gas bill. These costs include fixed charges for looking after your gas meter, pipes and local network, and variable charges based on the cost per unit of gas you use. To learn more about what costs make up your bill, please watch our Gas Network Video.

Every three months, we’ll visit your property to record how much gas you’ve used in that last billing period based on your gas meter reading. We’ll then pass this information on to your energy retailer, who will use the reading to calculate your next gas bill. 

If it’s just not possible for us to get to your gas meter because, for example, it’s positioned in an inaccessible location for our meter readers, you can provide meter readings to us or your gas retailer yourself. To provide our customers with an easy way to do this, we recently launched an app called Gas Meter Mate. Click here to download and explore the app and start submitting your own meter reads.

For more information on gas meter reading or billing, please read our Meter Reading and Billing FAQs. 

Ensure you maintain clear access to your gas meter

From time to time, we will visit your property to access your gas meter. When we do, we’ll need clear, safe and unhindered access to your meter. Please assist us by ensuring that access to your meter is not obstructed by the following:

Trees, rubbish, long grass, bushes or shrubs
Fences, walls or locked gates
Wasp nests, snakes, spiders or ants
Unrestrained dogs
For tips on ensuring your meter is easily accessible, please read our Meter Reading and Billing FAQs.

Smell gas? Report a gas leak

To assist us in maintaining a safe and reliable supply of gas across our network, please be sure to Report any Gas Leaks. 

If you require urgent assistance with a gas leak or gas supply issue, you can call us 24 hours a day on 131 909. 

In the event of an emergency, please call 000 immediately.

Tell us about your life support equipment

If you or someone at home relies on life support equipment, please Contact Us or your retailer. We will then work closely with you when unplanned gas outages occur, and provide you with advice and assistance to help you prepare for planned supply outages.

Stay safe

Safety is really important to us, so we’ve put together some information for you to read on Gas Safety at Home.

Other Services

Please lodge a request via our Gas Portal if:

You are advised that your meter needs to be upgraded or downgraded as a result of swapping out or adding new gas appliances into your home
You need to relocate your gas meter

Contact us

Got a question, feedback or complaint? Get in touch via the following channels:

• Our Feedback and Complaints Form
• By phone on 1300 137 078
• By mail to: Jemena Customer Service, PO Box 1220, North Sydney, NSW, 2059.

Contact your retailer

Please contact your energy retailer (the company that issues your gas bills) to:

• Discuss your gas bill
• Arrange disconnection or reconnection of your gas meter
• Lodge a request to remove your gas meter and gas service entirely