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Contract information

The following section contains contractual information relevant only to natural gas customers in South Australia and Queensland. This information is provided under the National Energy Customer Framework.

If you require information in languages other than English, please call the Translating and Interpreter Service (TIS) National on 131 450.

 

Types of customer connection contracts

Australian Gas Networks has two types of customer connection contracts for persons to whom energy is sold for premises by a retailer or who propose to purchase energy from a retailer.

These are:

  1. A Deemed Standard Connection Contract; and
  2. A Negotiated Connection Contract

These contracts are about the services which cover connection of a customer's premises to the network owned by Australian Gas Networks, and they also cover the energy supplied to these premises.

A copy of Australian Gas Networks’ Deemed Standard Connection Contract can be obtained and downloaded here.

Negotiated Connection Contracts are prepared on a case-by-case basis to meet the reasonable requirements of the particular connection applicant.

A connection applicant who would like a copy of a Negotiated Connection Contract should apply for a new connection by completing an enquiry form here or call our Customer Service Team on 1300 001 001.

Australian Gas Networks is required to negotiate the terms of the Negotiated Connection Contract with the connection applicant, and based on the outcome of these negotiations, is required to make a negotiated connection offer to the connection applicant within 65 business days after the date of the application. The negotiated connection offer will include a copy of the proposed Negotiated Connection Contract.

 

Types of new connection services

Australian Gas Networks offer two types of new connection services for persons who apply for new connection service. These are:

  1. A Basic Connection Service; and
  2. A Negotiated Connection Service

For more information on the Basic Connection Service, click here and for a copy of the standard terms and conditions which apply to Australian Gas Networks' Basic Connection Service, click here.

For more information on the Negotiated Connection Service, click here.

 

Customer rights and obligations

In relation to the provision of customer connections services, the rights and obligations of Australian Gas Networks and persons to whom gas is sold for premises, by a retailer, are the rights and obligations that are set out in the Deemed Standard Connection Contract or Negotiated Connection Contract and the National Energy Retail Law, National Energy Retail Regulations and the National Energy Retail Rules. 

 

Your natural gas supply

Australian Gas Networks must, subject to and in accordance with the energy laws, provide customer connection services for the premises of a customer

(a) who requests those services; and

(b) whose premises are connected, or is seeking to have those premises connected to Australian Gas Networks’ network.

Customer connection services for premises means the services which cover connection of a customer’s premises to Australian Gas Networks’ distribution system and the energy supplied to the customer’s premises.

 

Rights of small customers

Residential customers and business customers who consume less than 1 terajoule of gas per annum are known as "small" customers and have certain rights, entitlements and obligations that are different from other retail customers. These are summarised here.

 

Charges for customer connection services

A customer who receives customer connection services under a Deemed Standard Connection Contract is not required to pay Australian Gas Networks charges for customer connection services. Australian Gas Networks' charges for customer connection services are included in the tariffs which are payable to Australian Gas Networks by the customer’s retailer.

In the case of new connection services, Australian Gas Networks does not charge for the basic connection service (unless Australian Gas Networks or its representatives are unable to gain safe and unhindered access to premises, so that a repeat visit becomes necessary, in which case Australian Gas Networks imposes a repeat visit fee).

For information on Australian Gas Networks' tariffs for South Australia, click here.

 

Where connection charges apply

Australian Gas Networks may charge for a new connection that is not a basic connection service e.g. where an extension of the gas main to the customer's premises is required.

Charges depend on several factors which include:

  • how close the gas main is to the property
  • where the gas meter is going to be located
  • accessibility of the property

For more information, click here or alternatively click here to complete an enquiry form, or call our Customer Service Team on 1300 001 001.

 

Distributor service standards

There are various service standards imposed on Australian Gas Networks by South Australian energy laws in relation to services provided to customers. For more information on the service standards click here.

 

Guaranteed service level scheme

Some States have a Guaranteed Service Level Scheme under which a gas distributor is required to make payment to a customer where the distributor fails to meet a service standard. There is no Guaranteed Service Level scheme applying to Australian Gas Networks in South Australia.

 

Disconnection and reconnection timeframes

Subject to Australian Gas Networks satisfying the requirements in the relevant energy laws, Australian Gas Networks may disconnect a customer’s premises in various circumstances.

Following disconnection Australian Gas Networks must reconnect a customer’s premises, subject to the customer satisfying the requirements in the relevant energy laws.

For more information on Australian Gas Networks' obligations and the timeframes concerning reconnection click here.

 

Customer complaints and dispute resolution

Australian Gas Networks is required to handle a customer’s complaint or dispute in accordance with Australian Gas Networks' Standard Complaints and Dispute Resolution Procedures. These procedures apply to residential customers and business customers who consume less than 1000 gigajoules of natural gas per annum. A copy of Australian Gas Networks' Standard Complaints and Dispute Resolution Procedures can be downloaded here

If a customer is not satisfied with Australian Gas Networks' response to a complaint or dispute, the customer has the right to refer the complaint or dispute to the Energy and Water Ombudsman in their state. The Ombudsman office can be contacted as follows:

  • New South Wales
    T: 1800 246 545
    F: 1800 812 291
    Mail: Energy and Water Ombudsman New South Wales, Reply Plaid K1343, Haymarket NSW 1239
    W: www.ewon.com.au
    E: omg@ewon.com.au

 

Meter installation process

Once you have a gas service connection to your house you need to contact a natural gas retailer who will sell you the gas and arrange a new meter installation.*

The Gas Utility Retailers listed have the ability to arrange a meter installation in South Australia.

Once connected, you may choose any Gas Utility Retailer operating in South Australia. Click here to view the AER list of retailers.

*If you are a residential customer or business customer with a consumption level below 1 terajoule per annum, Origin Energy is obligated by law to make you an offer to provide retailer services. This is known as a “standing offer.” Other retailers in South Australia may offer you retailer services but are not obligated by law to do so.