Priority Services in Victoria, South Australia and Queensland
Our priority is to make sure extra help is available to customers who need us the most
What are Priority Services?
Australian Gas Networks' Priority Services are designed to support customers in Victoria, South Australia and Queensland who are experiencing vulnerability and need us the most. With Priority Services, you’ll have access to a dedicated customer care team, and we aim to provide you with access to additional support and services when you need them.
Priority Services may include gas appliance safety checks, emergency repairs to gas hot water services, gas heaters, gas cookers and gas ovens, and for eligible customers outside of Victoria, rebates to help you replace broken or unsafe appliances. If you, or someone living with you, are experiencing vulnerability you could be eligible for Priority Services. Note that due to government regulation, appliance rebates are not available in Victoria.
Who’s eligible?
If you, or someone else in your home, are currently experiencing two or more vulnerable situations you may be eligible for Priority Services. You also need to be connected to our gas network in Victoria, South Australia, or Queensland to apply.
Eligible circumstances include, but are not limited to:
- Experiencing temporary financial hardship or cost of living concerns
- Speak a language other than English at home, or require alternative communication methods
- Are at risk of chronic or serious illness, including mental health issues
- Are elderly, or have a young family at home
- Experiencing unexpected negative life events
"Maria speaks Arabic at home and has recently had her work hours reduced. She is struggling to pay bills and is worried about how to keep warm this winter. Maria nominates herself for the AGN Priority Services program and shares some information about her current situation. The team contacts her, with assistance from a translator, to let her know they have reviewed her application and they talk through which services will best suit Maria’s needs."
The team contacts her, with assistance from a translator, to let her know they have reviewed her application and they talk through which services will best suit Marias needs.
Difference between AGN Priority Services and other programs and services
Our industry believes we’re better together, and so do we. As an Energy Charter signatory, we understand it’s increasingly important to support our customers.
This is how we’re helping:
Australian Gas Networks is responsible for:
- The safe and reliable delivery of gas
- Connecting homes and businesses to gas
- Metering
To access these services:
- Be eligible.
- Nominate yourself for our Priority Services program.
- Apply for the services.
We can help with:
- Gas appliance safety checks
- Emergency gas appliance repairs
- Gas heater servicing (please call us for more details)
- Gas appliance rebates*
*Not available in Victoria.
How do I apply?
Apply for Priority Services
To access the services, you will need to nominate yourself to be included in the program.
The fastest way to apply for Priority Services is to fill out the online application form.
We’ll review your application and get back to you within five working days.
You can also print the Priority Services application form (PDF, 75KB) and send to us via email
customercare@agig.com.au or post Level 17, 181 William St Melbourne 3000.
Or
Contact our dedicated Customer Care team on 1300 427 777
If you need support around concessions, financial counselling, or bill payment support, reach out to your retailer or one of the listed organisations at the details below:
Retailers
Organisations (National)
- National Debt Hotline (1800 007 007)
- Mob Strong Debt Hotline (1800 808 488)
What do I need to apply?
Gas Network Connection
Applicant Details
What happens next?
- Your application will be reviewed by our team.
- You will get a response from our team within 5 business days.
- If you are eligible, we’ll have a conversation with you about our services that best suit your situation.