Emergencies and power outages
If there’s a risk to life or property, call 000 now. Otherwise, find out where to get information on faults and outages here.
Is there a risk to life or property?
If you are concerned that a major incident or fault is posing a risk to life or property, call 000 now.
Minor faults and outages
For minor faults and outages in your area, you'll need to contact your energy distributor. They’re responsible for the supply of energy – that is, the poles and wires, gas pipes, and connections to your home.
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.
Gas supply and meter problems
Please contact AGL on 131 245 in the following cases:
- 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.
All NSW distributors
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
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, or if it's making a hissing sound, follow the prompts on the Emergencies and Power Outages page.
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;anytime, day or night. 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 appliances, please contact a licensed electrician to fix it. Never try to do it yourself.
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.
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 plumber to determine what is required to fix the leak.
For more information please contact us.