Emergency, Faults and Outages

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If the smell of gas is coming from an appliance on your property, or from pipework near the gas meter, turn the natural gas meter handle to the off position first before you immediately phone your local plumber or gas fitter or, if you rent, your real estate agent.   If you pinpoint the smell is coming from the meter, or if it’s making a hissing sound, follow the prompts on the  Emergencies and Power Outages  page.
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First, try to see if your property is the only one affected. If your neighbours are also affected, please phone the appropriate number listed on the Emergencies and Power Outages page;anytime, day or night. You’ll also find these details on your AGL bill.   If you find that your property is the only one affected, start by checking the mains switch in your fuse box. If you discover a single appliance has been affected, check that it’s been properly assembled and connected. A good way to do this is by plugging a hair dryer or table lamp into the power point to see if there’s any electricity coming through.   If you ever have an electrical fault in your house or with an appliances, please contact a licensed electrician to fix it. Never try to do it yourself.
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First, check to see if other gas appliances on your property are working. If they’re not, there could be an issue with your gas supply. In this case, please call your Gas Distributor.   If other gas appliances on your property are working, check your hot water unit’s pilot light. If you find that it’s gone out, search online for your manufacturer's instructions and follow these carefully to try and relight it.   If you’re unable to relight your unit’s pilot light, please contact us. We have an answering service that can help you outside business hours.
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There may be a few reasons why your electric hot water system isn’t working. Start by checking to see if other electrical appliances on your property are working. If they’re not, please call your Electricity Distributor.   If other electrical appliances on your property are working, there’s likely been a failure with your hot water unit, check to see if it could be one of the following reasons: Broken thermostat  Check that the thermostat is working properly by comparing the actual temperature of the water to what is shown on the gauge. Heating elements may be worn or broken  Is your hot water not hot enough? You may need to repair or replace the heating elements in your hot water system. A leak in your hot water tank  Have you noticed water pooling around your water heater? You may need to contact a plumber to determine what is required to fix the leak.   For more information please contact us.  
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For hot water emergencies, review the options on this page and contact us if necessary.
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We understand that some of our customers have been impacted by major storms and flooding across south and eastern Australia.   Affected customers facing financial hardship following these events should contact us to discuss support available.   You can also find more information at the Victorian and New South Wales goverment websites.
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We understand that some of our customers have been impacted by the extreme weather events across south and eastern Australia.   Affected customers facing financial hardship following these events should contact us to discuss support available.
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