Gas mains renewal program

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• I have just returned home and my gas has been left off after your works. What do I do?

  Gas supply at your premises may have been turned off for a number of reasons. Please check your mailbox for one of our notification cards which will provide details about why this has happened.

  If you find the ‘How to safely turn on your gas supply’ card, you can follow the instructions to safely turn on the gas supply to your premises and relight your appliances. In you're unsure about the correct procedure, please get in touch with the APA Group Representative contacts, found on the back of the card.

  You can also speak to the contractor responsible for your works. See works in your area to find their contact details.

  If you'd like further guidance, you can also speak to our specialist team on 1800 643 183 between 7.00am and 9.00pm weekdays.

• When will you be in my area?

  For the latest schedule of works of and when we will be in your area, browse works in your area.

• How will I be affected?

  We estimate that your gas supply will be interrupted for around 8 hours on the day of the works. Where possible, we'll only conduct the works during normal business hours on weekdays.

  We will require your access to your property for our crews to complete their work.
  As well as the works on public areas such as roads, we will need to renew the gas meter within your property; this will require some excavation within your property and may include gardens, pavers, concrete, driveways etc.

  The upgrade will ensure the gas meter complies with current Australian Standards/Regulations, which means that your meter may need to be relocated. We will do everything possible to get in touch and let you know the new location of your gas meter, however, that may not always be possible.

  During construction, you may experience temporary traffic changes, restrictions to on-street parking or the closure of a section of the footpath/road in your local area. We will make every attempt to reduce the impacts where we can, however the nature of the works requires the use of heavy plant, equipment and excavation machinery which will result in some noise/dust.

• Who will reinstate the work area?

  Once the work is complete, all surfaces will be temporarily reinstated and then permanently repaired within 30 days of the works.

  APA Group is committed to ensuring areas we disturb are left as we found them. All attempts will be made to match the original surface but you might still be able to identify the newly repaired surface from the original. While exact matching of coloured or textured concrete or pavers is not always possible, we take all steps to ensure it is replaced as near as possible.

  Our contractors make every effort to minimise the impact of our works on you and your neighbourhood.

• How long will the works take?

  Your gas supply will be interrupted for around 8 hours a day during the works. We will let you know if your supply is to be interrupted for any longer or there are any other changes to the schedule of works, but it's rare for interruptions to last longer than the same day.

  Please view works in your area for more information about how long we expect each project stage to take.

• What is the Mains Renewal Program and why is it necessary?

  These works form part of a proactive maintenance program, while also being necessary to ensure you continue to receive a safe, secure and reliable gas supply in the area. It’s important to note that our network is as safe as it ever has been. However, the benefits of these works include reducing risks such as gas leakages and water ingress associated with ageing infrastructure and increasing of the operating pressure of the network to meet consumer gas requirements. Over the five years, this program will replace over 2000km of existing cast iron pipes across Australia.

• How will I be notified of the works?

  We'll send out a notification to let you know of any planned works on or near your property:

  • A letter from APA Group will be left in your letterbox before work begins to inform you that an interruption to your supply will be occurring (no earlier than 10 days after receiving the letter). The letter will provide a range of dates for when the work will be likely to take place.
  • A notification card will then be left in your letterbox on the day prior to the interruption of supply.

  In cases where we are called to deal with an emergency, the health, safety and wellbeing of all APA employees, contractors and the public are of utmost importance. This means that it may not always be possible to notify you of works in advance.

• How will roads and traffic be disrupted?

  The nature of this program involves using heavy plant, equipment and excavation machinery close to the work site. As the mains are renewed, the position of the construction will move along through the stage of the project.

  We understand that works can be disruptive for residents and businesses. This is why our teams will always do their best to ensure noisy work is not carried out in an anti-social way and adheres to strict Traffic Management Plans in place for each site.

• What will the works involve?

  APA Group is using the ‘insertion technique’ to minimise disruption. This involves inserting a new polyethylene pipe inside the original main. Polyethylene is a flexible plastic material that's highly resistant to corrosion. Using this method means we don't need to dig up entire pipe trenches.

• Who will perform the works?

  APA Group appoints various contractors to perform the works in your area. In some cases, like in Queensland, contractors vehicles will be branded as an APA Contractor. In Victoria, contractors are identified by site signage located on all APA sites, as well as on the notifications provided to affected residents, business owners, community organisations.

• How do you choose which areas to do?

  We plan to renew all low pressure cast iron, steel and PVC mains on the Australian Gas Networks Ltd network in Victoria by 2021. Replacement areas will be prioritised based on a combination of safety risk, supply and capacity.

  We also plan our work in full consultation with authorities and, where possible, look for opportunities to coordinate our activities while minimising the impact of our works.

• Why do you have to dig up roads/footpaths/nature strips - isn't there a better alternative?

  To provide you with a safe and efficient gas supply network, we need to continually invest in and improve the network. Unfortunately, street works are an inevitable part of that, but our aim is to minimise the disruption of our works as much as possible.

• Who will restore my supply?

  Once works are finished, a member of the APA Group team will restore gas supply to your home and relight your appliances (if accessible). If you are not home, we will leave a clear step-by-step brochure in your letterbox explaining how to safely turn on your gas supply and relight your appliances.

  If you can't relight your appliances, or don't feel confident doing so, you can search works in your area to find contact details for each contractor.

  You can also chat through the process with our specialist team on 1800 643 183 between 7.00am and 9.00pm weekdays.

• I am a tenant at the property; do I need to do anything?

  It's your responsibility to notify the landlord of the works being carried out.

• I'm happy with the works and would like to pass on my feedback, who do I talk to?

  We'd love to hear any feedback you might have to improve our service in future. You can:

  • complete our short survey here
  • send us an email to community@apa.com.au
  • phone us on 1300 001 001
• I'm not happy with the works, how do I make a complaint?

  APA Group follow a National Code of Practice to ensure complaints are properly addressed. If you are dissatisfied with our works, we encourage you to discuss any issues with your Site Supervisor (see [works in your area] to find the Supervisor on your project) or our Consumer Advocate in your state.

  Victoria / New South Wales

  Consumer Advocate
  networksviccustrela@apa.com.au
  1300 001 001

  South Australia / Northern Territory

  Customer Relations Coordinator
  networkssacustrela@apa.com.au
  (08) 8159 1825

  Queensland

  connectionsqld@apa.com.au
  (07) 3215 6600

  If you are unhappy with our response, you can speak to the Energy & Water Industry Ombudsman in your state:

  • Victoria: call 1800 500 509 or send a message
  • South Australia: call 1800 665 565 or send a message
  • Queensland: call 1800 662 837 or send a message
• Where can I get more information?

  For further information on the program you can contact the APA representative (See our Works in your area Page for the Supervisor on your project) responsible for your area. You can also contact us on 1300 001 001 if you're in Victoria or Queensland or on 08 8159 1661 if you're in South Australia.

• I don't have gas at the moment, how do I connect?

  You can visit our Is natural gas available in my area page to:

  • see the benefits of having natural gas in your home or business
  • find out if natural gas is in your street
  • see the connection process for your state
• Who is Australian Gas Networks Ltd / APA Group?

  Australian Gas Networks Limited

  Australian Gas Networks Limited (AGN) is one of the largest natural gas distribution network owners in Australia. The AGN networks deliver natural gas to over 1.1million homes and businesses around Australia.
  You can find out more about AGN here.

  APA Group

  APA Group is the largest natural gas infrastructure business in Australia, owning or operating more than $19 billion of energy assets. AGN contracts the APA Group to operate their natural gas distribution networks nationally.

  You can find out more about APA Group at our website.