Emergencies and power outages

If there’s a risk to life or property, call 000 now. For faults and power outages, find the contact details for your distributor here.

Who should I contact?

If you are concerned that a major incident or fault is posing a risk to life or property, call 000 now.

For internet and network outages, go to our outages and troubleshooting page.

What to do if you're experiencing an electrical outage or fault

If there's an electrical fault or outage in your area, you'll need to contact your energy distributor. They’re responsible for the supply of energy to your property – that is, the poles and wires, gas pipes, and connections.

Distributors are different depending on your area. You can locate the contact details of your distributor on the top right corner of your AGL bill, next to ‘Faults and emergencies’.

If you don't have a bill handy, use our search tool below to find your distributor.

Having issues with gas supply and meter problems?

Please contact AGL in the following cases. Keep in mind that due to COVID-19, our call wait times are longer than usual. Log in to My Account or the AGL app to message us. If you can't get online, call 131 245.

  • You have no gas at all
  • Your gas has been disconnected in error
  • Your meter is stolen
  • You require a meter re-light (for example, if construction work has occurred on your street).

Find your distributor

Enter your postcode and select your suburb in the distributor search tool below. We'll find the distributor in your area. Some suburbs may have more than one distributor.

What should I do if there is a gas leak?

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 specifically, contact AGL directly. Otherwise, you can find more information about gas safety on our Natural Gas Safety page.

All NSW distributors

Fuel type Distributor number wesbite
Gas Jemena Gas Networks 131 909 www.jemena.com.au
Electricity Endeavour Energy 131 003 www.endeavourenergy.com.au
Ausgrid 131 388 www.ausgrid.com.au/poweroutages
Essential Energy 132 080 www.essentialenergy.com.au
Hot water emergency Appliances and Tradespeople 132 404

Life support

If you rely on a life support machine, make sure you’ve registered it with us. We’ll help you put together a plan for the unlikely event of an energy outage.

Learn more


What should I do if the electricity suddenly fails?

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 Power Outages page. 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 appliance, please contact a licensed electrician to fix it. Never try to do it yourself.

Having trouble with your gas hot water system?

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, search online for your manufacturer's instructions and follow these carefully to try and relight it.

If you're unable to relight your unit's pilot light, please contact us. We have an answering service that can help you outside business hours.

Find out more information about gas safety on our Natural Gas Safety page.

Having trouble with your electric hot water system?

There may be a few reasons why your electric hot water system isn't working.

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, check to see if it could be one of the following reasons:

  • Broken thermostat  Check that the thermostat is working properly by comparing the actual temperature of the water to what is shown on the gauge.

  • Heating elements may be worn or broken  Is your hot water not hot enough? You may need to repair or replace the heating elements in your hot water system.

  • A leak in your hot water tank  Have you noticed water pooling around your water heater? You may need to contact a licensed plumber to determine what is required to fix the leak.

For more information please contact us.

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