Gas complaints and disputes
As a gas customer, you have rights to a fair complaints and disputes process.
Loss of supply, faults and emergencies
Report problems such as loss of supply and faults directly to your natural gas distributor.
The contact number for your gas distributor is on your gas bill. Or, you can contact your gas retailer, who will redirect your call to the gas distributor.
Dial 000 to report any pipeline damage causing a safety concern for residents.
Complaints
If you have a complaint about your bill:
- Contact your gas retailer. The contact number is on your bill.
- Provide clear information about your complaint. Keep a record of your complaint.
Disputes
If you feel your complaint has not been resolved:
- Contact your gas retailer.
- Try to resolve the dispute with your gas retailer first.
- If you feel the dispute has not been resolved:
- For reticulated natural gas - visit the Energy and Water Ombudsman website or phone 1800 62 837 to lodge an investigation.
- For liquefied petroleum gas (LPG) - visit the Office of Fair Trading website or phone 13 QGOV (13 7468).
Find out more
- Find out about energy concessions.
- Read about choosing or changing gas retailers.
- Watch gas safety videos and read the gas safety advice and tips.