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.


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
  • 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

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 – Australian Gas Networks

South Australia, Queensland and New South Wales (only)

On 28 July 2020, the Australian Energy Regulator (AER) released their updated Statement of Expectations of energy businesses (Statement). This Statement sets out important steps the AER expects energy businesses to undertake from 1 August 2020 to protect customers and the market as a result of the COVID-19 pandemic, noting these requirements will be in place until at least 31 October 2020 (and potentially beyond that date).

This statement specifically states energy businesses (retailers and distributors) “do not disconnect – other than at their request – any residential or small business customer who may be in financial stress (including a small business eligible for the JobKeeper Payment) who: 
1. has made contact with retailers or responded to communications from retailers; or
2. is accessing any retailer support.”

We have been in contact with retailers who have advised us they do not make decisions to disconnect customers lightly and disconnections are used only a last resort, particularly during the current pandemic. They have confirmed before making any disconnection request to us they will have been in direct contact with the customer, or made all reasonable efforts where they do not have customer details for the site.

However, to meet our obligations as a responsible distributor, we have required retailers to provide statements to us to confirm any disconnection requests have met the AER expectations and will only request a disconnection where either:


Without this confirmation we will consider we have not been able to meet our obligations under the Statement and will cancel the disconnection request.
Further, where we attend a site to complete the disconnection and a customer advises they have:

We will cancel the disconnection request and advise the retailer accordingly.

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


With the heightened COVID restrictions in Victoria, and the Essential Service Commission directions, (effective from 20 August – 31 October 2020 and potentially beyond) – AGN (Victoria) will not complete disconnections in Victoria until further notice. 

We will consider, on an exception only basis, special disconnection requests from retailers and will assess these on a case-by-case basis before undertaking any disconnections.


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:


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  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.