Supply Outages: 14 Sept 2020 6:00pm: Our crews have now visited all Gambier properties and reconnected gas supply. If you believe we have missed your property or you are having problems with appliances restarting, please call our Natural Gas Emergency Hotline on 1800 898 220 to organise for a gas fitter to attend.

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Report a fault:  1800 898 220
Report a leak:  1800 GAS LEAK
General enquiries:  1300 001 001

Australian Gas Networks – Response to COVID-19

The COVID-19 pandemic has challenged the entire Australian community, forcing us to change the way we work and interact with each other. Australian  Gas Networks (AGN), part of the Australian Gas Infrastructure Group (AGIG) has developed a COVID-19 response plan to address these challenges.

Our plan recognises that the supply of natural gas is an essential service. AGIG is committed to delivering safe and reliable gas services to more than 2 million customers across Australia.

 

New Help for Victorians with their energy bills

  • The Victorian Government has rolled  out a team of financial counsellors and community workers in partnership with community organisations to give targeted advice and support to Victorians who need help with their energy bills. 
  • The suite of programs involves webinars delivered by the Consumer Policy Research Centre and a tailored Energy Assistance and Brokerage Program to help people get the best value energy deal, run by a consortium which includes the Brotherhood of St Laurence, the Australian Energy Foundation and Uniting Vic.
  • The support is available online and over-the-phone (Financial counselling is available in languages including Arabic, Mandarin, Hindi and Vietnamese). For support, please call 1800 830 029, and live webinars to help households manage their energy costs can be accessed at energyinfohub.org.au
  • Please contact your gas retailer for any other financial assistance that may be available also.  

 

Customer Initiatives

Our plan focuses on assisting our customers and local communities.

We are implementing a network relief package -  this package includes supporting energy retailers by either rebating or deferring network charges to eligible residential customers who go on payment plans or hardship arrangements as a result of COVID-19 for the period 1 April to 30 June, and providing tariff relief to eligible small business customers who experience financial stress, or temporarily close, as a result of COVID-19 for the period 1 April to 30 June.

For further details on the energy network relief package, please see link https://www.energynetworks.com.au/miscellaneous/covid-19-electricity-and-gas-network-relief-package/

Customers who have been impacted by COVID-19 should contact their energy retailer to determine what type of financial assistance may be available.

 

Gas Disconnections – Victoria

The Essential Services Commission Victoria (ESCV) has updated their position regarding disconnections in Victoria as a result of the State Government declaring Victoria a State of Disaster and announcing Stage four restrictions.  In summary, the Commission expects until 31 October 2020 (and potentially beyond) :

Electricity and gas retailers:

Electricity and gas distributors:

Further, in the absence of being able to obtain confirmation that any person’s health or safety would not be immediately endangered, not proceed with disconnection

As a result of the ESCV position, effective from (20 August – 31 October 2020 and potentially beyond)  Multinet Gas Networks and Australian Gas Networks (Vic) will not complete disconnections in Victoria until further notice. On an exception only basis, we will assess special disconnection requests. 

We will continue to monitor and review this position as we proceed through the declared State of Disaster period in Victoria. Please contact your retailer for further information.

Please note that network disconnections for safety will still continue where applicable. 

 

Our work environment

We have enacted a series of measures as part of our response plan across the Group to maintain a safe and healthy work environment. These include:

Operations

Our operational focus is to safely maintain the reliability of gas supply for our customers and the broader community. This service has not been impacted by COVID-19. 

 

Faults and Emergencies

Our faults or emergency service has not been impacted by COVID-19. If customers experience any gas faults or emergencies, please call on - 1800 427 532 (24 hours). 

 

Customer Enquiries

Our Customer Enquiries centre can be contacted on 1300 001 001 (business hours). Whilst this call centre is operating normally, we do encourage customers to email your query to networkscustrela@apa.com.au.  Email enquiries are being responded in a timely manner during business hours.

 

Meter Reading

Meter Reading activities are continuing and all Field Staff are following strict hygiene and physical distancing. Meter Readers are not to enter the home of any of our customers. All works related to entry have ceased. Meter Readers who encounter members of the public are to ensure they practice social distancing techniques – maintaining a minimum of 1.5m distance, no physical contact (i.e. shaking hands).


AGN acknowledges that the COVID-19 situation will remain highly fluid for some time yet.  We will continually update this information on our website as circumstances change.