Home Supply Help
Welcome! Thank you for visiting our home supply help page.
If you return home and find that your natural gas appliances are not working, please check your mailbox or gas meter box for one of our notification cards as there may have been a network supply issue that required us to turn off your natural gas service temporarily. If that is the case, the notification card will provide details about why this has happened and instructions on what to do.
IT IS IMPORTANT TO READ THE INFORMATION AND SAFETY INSTRUCTIONS ON THE CARD, IN FULL.
If you have received a “Card 14 - How to Safely Turn on Your Gas Supply” the card will take you through how to turn your gas meter on and restore gas to your appliances.
How to turn your gas meter on
This video will help step you through where to find your gas meter and how to turn the meter on (or off), however if you are unsure about the correct procedure to restore your gas supply or have trouble relighting your appliances, please get in touch with APA Group Appliance Relights on 1800 643 183 between 7.00am and 9.00pm for a free call-out service. Do not call your own plumber in the first instance as this may result in unnecessary charges.
If you smell gas, or you are concerned about gas appliance safety, immediately call Gas Leaks and Emergency services on 1800 GAS LEAK (1800 427 532).
How to light pilot light for a gas storage hot water
Lighting a pilot light on a storage hot water can be a little tricky. Our video below should be treated as a general guide only. Always follow the manufacturer’s instructions. If you have trouble relighting any of your appliances, please get in touch with APA Group Appliance Relights on 1800 643 183 between 7.00am and 9.00pm weekdays for a free call-out service. Do not call your own plumber in the first instance as this may result in unnecessary charges.
Can’t find a notification card?
If you can't find a notification card, please contact our Gas Supply Faults hotline on 1800 898 220 for more information. Calling this hotline will advise you of any wider supply outages in your area, and you'll also be put in touch with our network operator, APA Group, for further assistance.