Gas connection problems

EWON can help if you have a gas connection complaint. We can investigate your complaint, try to negotiate between you and your supplier, provide new connection advice and referral information.

Please note, in areas that don't already have a gas network you may have to pay for the costs of extending the existing network to your property. Connection costs can sometimes run into tens of thousands of dollars. Contact your gas supplier for further information.

Opening a new account? See opening accounts for helpful hints on what to look out for when opening a gas account.

Generally, we would expect you to have tried to sort out your connection problem with your gas supplier first. Before contacting them, have a look at some of our tips for dealing with your supplier.

If you still require help after contacting your gas supplier, contact us or use our online complaint form.

The case study below is an example of how we assisted one customer with problems getting gas connected to his new home.

Case study: a cool reception

Mr S, his wife and six children were surprised to find they had no hot water, heating or cooking facilities when they moved into their new home. There was no gas connection, despite many assurances from the supplier that the gas would be connected and ready to use by this time.

When Mr S contacted the supplier to discuss his family's situation, he was promised that the gas would be connected the day after moving in. However, the next day he was told that it would not be possible to connect as promised, because the contractor had to bore under the road to connect to the main. Mr S was told that it would take at least two more days before they would be able to connect his house to the gas main.

Mr S was very upset about the miscommunication and contacted EWON to ask for help to get the gas connected for his family.

EWON contacted the supplier and negotiated to have the gas connected the following day. The supplier connected bottled gas so the family could have hot water while the connection was carried out. The supplier also waived the connection fee of $295 because of the inconvenience caused to Mr S.

By midday the following day, the connection to the main had been completed and Mr S had gas in his new home.