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.
South Australia: COVID-19 Lock down July 2021
The South Australian Government has imposed a ‘stay at home’ lock-down in South Australia from 20 July 2021.
Our critical operations remain fully operational to maintain the safe and reliable supply of natural gas to the community. However new connection services may be delayed until lockdown restrictions are eased. For any urgent new connection service please contact the Customer Service Team on 1300 001 001.
All non-emergency service disconnection and relocations (DSD & SDR) will be suspended.
Meter Reading activities will continue with additional safety protocols including mandatory face masks and “contactless” reading. This means meter readers will not attempt to read a meter that requires customer assistance to read the meter including going through a customer’s house or the customer having to unlock gates, garages or carports to enable the reader to read the meter.
New connection meter installations (Meter Fix) will continue with additional assessment undertaken by contacting customers to determine requirements. In some cases this may require rescheduling the MFX for a mutually agreed time post lock-down.
All work activities are subject to change throughout the lock-down period, and normal work activities will resume following end of the lock-down period.
If you have any questions please contact us on 1300 001 001.
Victoria: COVID-19 Lock down July 2021
Under the current Victoria Government lockdown, our critical operations remain fully operational to maintain the safe and reliable supply of natural gas to the community. However new connection services may be delayed until lockdown restrictions are eased. For any urgent new connection service please contact the Customer Service Team on 1300 001 001.
All non-emergency service disconnection and relocations (DSD & SDR) will be suspended.
Meter Reading activities will continue with additional safety protocols including mandatory face masks and “contactless” reading. This means meter readers will not attempt to read a meter that requires customer assistance to read the meter including going through a customer’s house or the customer having to unlock gates, garages or carports to enable the reader to read the meter.
All work activities are subject to change throughout the lock-down period, and normal work activities will resume following end of the lock-down period.
If you have any questions please contact us on 1300 001 001.
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.
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.
- We are continuing to provide critical services including responding to gas faults and emergencies, carrying out emergency repairs, as well as operational and maintenance activities to ensure customers receive a safe and reliable gas supply.
- As part our commitment in improving gas supply and delivering essential gas distribution services, our contractors will be performing works on the gas assets located within the vicinity of customers’ premises and we will be continuing to read gas meters.
- We are taking every precaution to ensure the safety and health of our customers, employees and contractors, but we need customers help by maintaining a high degree of vigilance. Our employees and contractors have been directed, and we ask customers to maintain social distancing (>1.5m) at all times.
- If the customer’s gas supply needs to be turned off for planned maintenance, we will send customers a notice of this work so that they can plan ahead. We are aware that these types of planned outages may have a greater impact given that more people than ever before are now at home due to the COVID – 19. In these circumstances, we are closely evaluating the need for particular work activities to proceed and how we might be able to minimise the impact on customers in the current circumstances.
- We are requesting any customer who is impacted by our field work activities such as above to declare if they are showing signs of flu symptoms, to ensure that we can make arrangements to protect the safety of our employees and contractors.