FAQ Plumbers

Who do I contact if there’s an emergency?

You should always call 000 straight away if there’s an emergency – like if you smell a gas leak, or if there’s any risk to someone’s life or property (you can find more details about that here).

If your power or gas goes out, or there’s a fault, contacting your distributor is usually the best place to start. They’re the ones who manage your energy supply and meter, and can arrange to send someone out if there’s a problem or a supply issue. And if there’s an outage, they’ll usually be able to tell you when your power or gas should be back up and running too.

How can I find out if there’s supply at the site?

If you have any questions about natural gas supply, we’ll be happy to help out – just give us a call on 1300 132 480 (we’re available weekdays 8 am – 5 pm AEST).

How do I find out who the distributor is at the property?

Distributors are each responsible for set geographic areas – so yours will depend on where you live. You may even find that there’s more than one distributor in your postcode.

How long will installation take?

You can read about the process and timeframes for natural gas meters here.

How much will installation cost?

There are a couple of things that’ll affect the cost of installation, including the state you live in and the distributor in your area. You can find a full list of the fees related to meter installations, alterations and abolishment here.

What is Origin Connect and how do I register?

With the Origin Connect portal, you can submit new connection requests for electricity and natural gas. You can also track the progress of each connection, ask questions, complete account closures and request final reads. It’s a complete connection management tool and we recommend that tradies request and manage their new connection requests this way.

Registering is easy and only takes a few minutes.

Register for Origin Connect

How do I arrange LPG at the site?

There are a range of LPG solutions that you can choose form. To set up an account, or to order an LPG cylinder using your existing account number, just head to Origin LPG. 

I didn’t apply for a gas service line in time. What should I do?

You’ll need to fill in the Gas Application form as soon as you can, and make sure the site is at lock-up, completely clean and free of debris. Then, give us a call on 1300 132 480 to let us know when the handover is scheduled to happen – we can let the distributor know the connection’s urgent, but keep in mind they’re booked weeks in advance, so there’s no real way to fast track the process.

Is there anything I can do to speed up the process?

Timeframes are set by the distributor, and can depend on things like weather and the complexity of your job. But to avoid hold ups, it’s a good idea to submit your forms early in the construction process, and make sure they’re filled out correctly. You should also check that the site is clear and ready for the distributor, and that the account’s in the client’s name when you submit the initial ‘Request for new energy account’ form. You’ll find all the forms you need here – just click on your state tab first.

Are the timeframes the same for a block of units, high rise development or multi dwelling complex?

Generally no – these jobs usually take longer. This is because appointments are needed and there’s more than one property at the site.

I’ve completed the necessary forms for the account to be transferred out of my name, but I haven’t received a final bill yet. What’s the delay?

Sometimes, we need to wait for your distributor to send us the final meter information before we can complete a transfer or final read. Once we have this, we can check if the meter’s been read and finalise your account – we’ll try to get this as close as possible to the date you requested. If there’s no information for that date though, we’ll request a meter read and back date the amount you’re billed so it’s as close as it can be to the date you asked for.