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Card 14:
How to safely turn on your gas supply

Important customer information
Gas supply to your premises has been turned off to enable us to:

  • Carry out emergency work at your premises or nearby
  • Repair a pipe in your street
  • Change your gas meter
  • Carry out work at your gas meter
  • Other ___________________________

Representative's Name:
__________________

Date:
_____ /_____ / _____

As a result of this work your gas supply has been left turned off at the meter.

This brochure is designed to help you safely turn on gas supply to your premises and relight your gas appliances.

It is important you follow the steps closely. Failure to do so may result in injury to yourself or damage to your property. If you require any advice or assistance, the relevant contact numbers are on the back of this card. Quote card number 14 when calling.

How to safely turn on your gas supply

Your safety is important 

The instructions in this brochure should be followed closely and must be read in conjunction with the manufacturer’s instructions for any appliances connected to the gas supply.

If you are unable to relight your appliances or are not confident about doing so and would like us to restore your gas supply, please call AGN Appliance Relights on 1800 643 183. For any other enquiries, refer to numbers on the back of this brochure.

DO

  • ✓  Check all gas appliances are turned off before turning on your gas meter.
  • ✓  Make sure all hot water taps are turned off.
  • ✓  Read and understand the instructions before attempting to relight appliances.
  • ✓  Wear some form of eye protection, such as reading, safety or sunglasses.
  • ✓  Keep your face well away from any appliance openings when lighting pilot flames (a mirror may help you to see into tight spaces).
  • ✓  Remove flammable materials and liquids from the surrounding area.
  • ✓  Be careful relighting appliances in confined spaces, such as cupboards or under stairs.

DON'T

  • ✖  Don’t turn on your gas meter if you haven’t checked that all gas appliances are off.
  • ✖  Don’t light appliances with which you have experienced recent problems.
  • ✖  Don’t use tools to force meter valves or appliance controls.

Video - Gas at Home Tips

Scan the QR code or type below URL into an Internet browser to access video help on how to turn your gas meter on/off and relight the pilot light on a storage gas hot water service.

URL: https://www.australiangasnetworks.com.au/home-supply-help

How to turn your gas on safely

  1. Check that all your household appliances are turned off
    Do not attempt to turn on your gas meter unless you have checked that all gas appliance controls are in the off position. Appliances commonly using natural gas to consider are cooktop, oven, hot water (also turn hot water taps off), heaters and barbeque.
  2. Locate your gas meter
    Your gas meter is usually at the side of your house or in the front yard. if you live in a high-rise unit or flat, your gas meter is generally at ground level. If the gas meter is not attached to the pipework or not present, DO NOT PROCEED. Contact the AGN Representative on the front of this card.
  3. Turn your gas meter on
    Slowly rotate the handle found on the gas pipework feeding the meter 90 degrees to the vertical - on position. The meter is on when the handle is in line with the gas inlet pipe. Note: some meters have a butterfly valve instead of a handle (see diagrams below, or use Video help tool for clarification).
  4. Light a burner on your gas cooker
    Restore the gas supply to your other gas appliances If you do not have a gas cooker, proceed to point 5.  It may take a few minutes for the burner to light, while the gas flows from the meter. If the flame extinguishes, relight until a steady flame is attained. Once alight, let it burn for at least three minutes. This confirms the gas is turned on and flowing correctly. Then turn off the
    burner.
  5. Restore the gas supply to your other gas appliances
    Follow the manufacturer's instructions to restore the gas supply to all other gas appliances. The instructions are usually located inside the access panel. Your appliance may not ignite on the first try. This is not uncommon. If multiple attempts are required allow gas to dissipate between attempts.

Appliance Relights

1800 643 183
7:00am – 9:00pm

Gas Leaks & Emergencies

Call 24/7: 1800 GAS-LEAK (1800 427 532) anytime.
Contact Us - Customer Service Feedback

AGN is committed to providing you with the best possible service and information. However, if you are dissatisfied with work undertaken, our dedicated Customer Service Team will be happy to accept your feedback to try and resolve any issues. Please contact our Customer Service Centre by phone or email as detailed below:

Phone: 1300 001 001

Email: networkscustrela@apa.com.au

If you have contacted our Customer Service Centre but are dissatisfied with the outcome, you may escalate your case to the Energy Ombudsman in your State (contact details below). Note: AGN must first be given an opportunity to resolve your complaint or dispute.

Queensland:  1800 662 837 or www.ewoq.com.au

South Australia:  1800 665 565 or www.ewosa.com.au

Victoria: 1800 500 509 or www.ewov.com.au

New South Wales: 1800 246 545 or www.ewon.com.au

If you require information in languages other than English, please call the Translating and Interpreter Services (TIS National) on 131 450.