Knowledge Base

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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, phone the appropriate number listed on the Emergencies and Outages page anytime, day or night.
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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 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, follow the manufacturer's instructions carefully and try to relight it. If you’re unable to relight your unit’s pilot light, please call AGL on 131 766. We have an answering service that can help you outside business hours.
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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 call AGL on 131 245 to discuss support available.   You can also find more information at the Victorian and New South Wales goverment websites.
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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. Please call AGL on 131 766. We have an answering service that can help you outside business hours.
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For hot water emergencies, call 131 766. There’s an out-of-hours answering service so we can assist you, day or night.   Or for appliance service, contact AGL (Monday to Friday, 8am-6pm AEST) on 131 766.
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