Contract information

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.

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.