Emergency Information

Gas incidents are rare but can occur. To report gas leaks or other gas emergencies, call 1802 111 for assistance at any time.

In case of fire call 000 immediately.

If you smell gas take the following precautions:

  • immediately contact 1802 111;
  • turn off the gas at the meter but only if safe to do so;
  • extinguish all flames and do not smoke or strike matches;
  • do not operate electrical switches or devices;
  • if inside a dwelling open doors and windows to ventilate the area; and
  • keep people away from the affected area.

Your distributor will fix gas leaks associated with the meter and pipework it is responsible for, however, any gas leaks between the meter and your property and inside your property (including appliance issues) are your responsibility to have fixed by a licensed gas fitter.

Health, Safety and Environment

Health

TGN is committed to the principle that all occupational injury and illness can be prevented and that the management of health and safety is an integral part of all our responsibilities.

We measure our success by achieving our goal of zero injuries. We will also seek to achieve compliance with our Occupational Health and Safety Management System certification to the Standard AS/NZS 4801.

Safety

Natural gas is a colourless, odourless mixture of gases made up mostly of methane (CH4). Other gases that can form part of natural gas include small amounts of ethane (C2H6), propane (C3H8) and butane (C4H10).

Methane burns relatively cleanly to produce heat energy and the by-products of water and carbon dioxide. Inefficiencies in burning can produce small amounts of pollutants such as nitrogen oxides.

Natural gas is lighter than air. So, if it leaks from a pipe or appliance, it won't sink and form dangerous pools of explosive gas but instead will disperse in the air.

In certain concentrations natural gas can be explosive, so it should always be treated with care. For safety reasons, an odour is added to the gas so that a person with a normal sense of smell can easily detect leakages.

Environment

TGN is committed to excellence in environmental management and minimising impacts to our customers and the community across our full scope of operations.

We undertake our business in a manner which recognises the importance of environmental sustainability and protection.

We measure our success by achieving our goal of zero reportable environmental incidents. We also seek to maintain robust management systems and processes to ensure compliance and continuous improvement in environmental management.

If you have a gas outage or your equipment fails to work

If possible, check if the outage is affecting your neighbours. If it is just affecting your home, it may be a localised fault. If your equipment is not working and there is no sign of a gas leak, check that your gas supply valve is still in the ‘on’ position and you have mains power as most new gas appliances require power to operate. If you have done this and that is the case, do not attempt the fix the appliance yourself. Contact the gas emergency and outage number on 1802 111 if you have no natural gas at all, but contact a qualified gas fitter if it is a problem with a specific appliance.

If you suspect a gas leak in your home

Turn off your gas supply at the meter and open the doors and windows. Remove ignition sources and contact your gasfitter.

Gas leak or smell of gas in the street or at the meter

Contact the gas emergency line immediately on 1802 111. If you can’t reach this number when using your mobile phone, call 02 9397 9013 or 131 909.

Cold Snaps

Tasmania can have some very cold mornings, going below zero degrees. If you find that you have lost your natural gas supply during this time, Please contact 1802 111. This gas emergency hotline is operated 24/7 and will be able to help you in getting your natural gas going again.

Working around a buried gas network

If you’re working in or around the gas infrastructure, always dial before you dig. For more information call 1100.

Disruption to supply

TGN or your Retailer will contact you directly or via the media, depending on the circumstances.

If you require any further gas emergency information, please contact your retailer.

How to turn your gas supply on and off

In an emergency (either you smell gas in your home or you are instructed by your retailer or the network provider) follow the instructions below to turn off your appliances and gas meter:

  1. Turn off all your gas appliances including any pilot lights.
  2. Locate the gas meter.

    Illustration 1
  3. To turn your gas meter OFF, turn the lever to the lower position as in illustration 2 below:

    Illustration 2
  4. Turning your gas back on – important safety information

 If you are asked to turn your meter off due to an emergency event, please wait for instructions on when and how to turn your meter back on.  

During an emergency TGN may arrange for a technician to visit properties to ensure they are turned off (if safe to do so). If your property is visited by a technician they may knock on your door to provide you with information. If you are not home they will leave a card in your letter box advising that your meter has been turned off and contact information. After an emergency event, for safety reasons, TGN may arrange for technicians to restore supply to individual households when safe to do so.

Please ensure that your contact numbers, particularly your mobile phone and email addresses are kept up to date with your Retailer as we may both text and email you during an emergency to provide you with information and updates.

If you have turned off your valve by your gas meter for personal reasons (for example you turned it off prior to embarking on an extended holiday) you should firstly ensure all appliances have been turned off before turning your meter back on.

If upon turning your meter back on your appliances do not work, or if you have a smell of gas, immediately turn off your gas meter and call your gas fitter who will safely relight and test your appliances. For your own and other’s safety, please do not attempt to relight appliances yourself.

Gas Emergency Directory

Gas outage or equipment failure 

180 2111

Smell of gas in the street or around your gas meter  

180 2111

Dial before you dig     

1100

  • Police, Fire, Ambulance - 000
  • State Emergency Service (SES) - 132 500
  • Energy Safe Victoria also provides guidance on gas safety. Call 1800 069 588 for information or visit their website for more information

Bushfire Risk Days

On bushfire risk days and if you live in a high-risk area, your gas supply may be interrupted due to a fault or as a precaution, but only in extreme conditions will TGN turn off the gas in your area. If you leave your home during any gas outages, make sure you turn off your gas appliances before leaving.

Tasmanian Gas Pipeline Outages

For any emergencies or incidents related to the high pressure transmission Tasmanian Gas Pipeline (TGP), please contact their Control Room on 1800 195 666.