Coronavirus Update: We are actively monitoring the status of the Coronavirus situation and the potential impacts to our customers and our business. Our focus is to maintain the reliability of energy supply for the community and ensure our critical operations remain fully operational. Our priority is the health and well-being of our employees, contractors, service providers and customers during these challenging times.

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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.

 

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.

 

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.