Rights and Obligations for the Information of Customers

Under the Victorian Gas Distribution Code, both the distributor and customer have rights and obligations related to services including connections, disconnections, alterations and gas supply. For more information, refer to the Customer Rights & Obligations – Disconnections, Abolishments & Reconnections fact sheet.

Customer Rights & Obligations Disconnections, Abolishments & Reconnections Fact Sheet.

Should a customer wish to re-establish gas supply in the future, the work involved in reconnecting after a disconnection generally involves contacting your energy retailer, clearing any debts or setting up a payment plan if it was cut off due to non-payment, and having a qualified gas fitter remove a physical lock or plug from your gas meter.

Installing a new connection following the abolishment of a service line is a more complex process and must comply with applicable regulatory requirements.

The Victorian gas distribution businesses (DBs) – AusNet services, Australian Gas Networks and Multinet Gas Networks – are working together to improve the gas connection process to make it simpler, clearer, consistent and more efficient. For more information, refer to the relevant information online.

For details on how we manage regulatory obligations, see our Regulatory Information.