COVID -19 RESPONSE 

Victoria : COVID-19 update (January 2022)

Under the current Victoria Government restrictions, our critical operations remain fully operational to maintain the safe and reliable supply of natural gas to the community.

Meter Reading Services including Service Order Reads

Measures have been put in place to ensure that Meter Reading Services are able to be continued under COVID restrictions including following COVID protocols and safety practices such as wearing of masks, hygiene procedures and social distancing measures. However they have now been broadened to include contactless service, ensuring the safety of our customers and staff whilst playing our part in reducing the virus impact.

All reads will be completed as long as there is clear, unhindered and contactless access to the gas meter. If there is any locked gates or other means such as doorbells or knocking required, readers will be unable to obtain these reads to ensure no customer contact in delivering meter reading services.

Please ensure when scheduling Service Order Reads this is communicated to your customers.

The contactless approach to meter reading is in line with COVID protocols and may result in an increase in customer estimated accounts. We will continue to leave a customer read card at sites where an actual reading is not obtained, which can then be sent to us to process the read details.

New connections (service) and meter installations (meter fix) will continue as usual with additional assessment undertaken where it is safe and there is available and unhindered access to the property.

Disconnections

All disconnection orders will continue as long as the retailer have followed all the respective requirements and protocols before arranging a disconnection.

Please note: Network disconnections for safety will still continue where applicable.

Note all work activities are subject to change throughout this period including any resourcing issues.

If you have any questions please contact us on 1300 887 501 (business hours).

Faults and Emergencies

Our faults or emergency service has not been impacted by COVID-19. If customers experience any gas faults or emergencies, please call on - 132691 (24 hours).

Customer Enquiries

Our Customer Enquiries centre can be contacted on 1300 887 501 (business hours). Whilst this call centre is operating normally, we do encourage customers to email your query to mgservicedesk@agig.com.au. Email enquiries are being responded in a timely manner during business hours. 

Operations

Our operational focus is to safely maintain the reliability of gas supply for our customers and the broader community. This service has not been impacted by COVID-19.

We are continuing to provide critical services including responding to gas faults and emergencies, carrying out emergency repairs, as well as operational and maintenance activities to ensure customers receive a safe and reliable gas supply.

As part our commitment in improving gas supply and delivering essential gas distribution services, our contractors will be performing works on the gas assets located within the vicinity of customers’ premise.

We are taking every precaution to ensure the safety and health of our customers, employees and contractors, but we need customers help by maintaining a high degree of vigilance. Our employees and contractors have been directed, and we ask customers to maintain social distancing (>1.5m) at all times.

If the customer’s gas supply needs to be turned off for planned maintenance, we will send customers a notice of this work so that they can plan ahead. We are aware that these types of planned outages may have a greater impact given that more people than ever before are now at home due to the COVID – 19. In these circumstances, we are closely evaluating the need for particular work activities to proceed and how we might be able to minimise the impact on customers in the current circumstances. 

We are requesting any customer who is impacted by our field work activities such as above to declare if they are showing signs of flu symptoms or are isolating due to potential exposure, to ensure that we can make arrangements to protect the safety of our employees and contractors.