For existing or potential users or customers of Gas Networks Victoria Pty Ltd, the User Access Guide and Interconnection Policy is available to view and download here.
Gas Networks Victoria Pty Ltd is required to publish the following information under Part 10 of the National Gas Rules:
For the Pipeline Information and Pipeline Service Information, click here.
For the Service Usage Information and Service Availability Information, click here.
For Standing Terms, click here.
For Actual Prices Payable Information, click here.
24/7 Emergency Number - 180 2111
For Emergency Information, click here.
For Network Alerts, click here.
For Gas Meter Room Guidelines, click here.
For Gas Fitting Notice Submission, click here.
For FAQ's, click here.
For Privacy Information, click here.
The Customer Transfer and Reconciliation Code for Gas Networks Victoria is available to view and download here.
New Connections
1. Check to see if natural gas is available at your property by our pipeline locator.2. Research appliances you want to connect and get a quote to have them installed by your licensed gas fitter. 3. Complete and submit an application with Solstice Energy (the retailer). 4. A representative from GNV will call you to arrange a site inspection. 5. Following site inspection, a GNV representative will contact you to arrange a convenient time for the meter installation if: (a) the gas installation at the supply address complies with regulatory requirements (i.e. the gas connection prohibition does not apply); (b) the connection is technically feasible and consistent with the safe and reliable operation of the distribution system and the safe and reliable supply of gas to customers; (c) the connection involves no extension to, or augmentation of, any distribution pipeline of the distribution system; (d) you (the customer) agree to pay the current connection charge; and (e) you (the customer) provides GNV upon request a notice of installation or completion of gas installation work given by a gas installer in accordance with the relevant regulatory requirements. 6. Once the meter has been installed, your licensed gas fitter can connect the meter. A minimum of 48 hours prior to connecting the meter, the gas fitter should advise Solstice Energy so that unlocking the meter can be scheduled to occur when the appliance installation is completed. |
For a description of GNV's connection services and an explanation of your rights and obligations, please see the Connection Terms and Conditions here:
GNV will use its best endeavours to connect your gas installation to our distribution system:
(a) within one business day (or within a period agreed) if your supply address was previously supplied by us; or
(b) within 20 business days (or within a period agreed) if your supply address is new.
The basis and assumptions for calculating connection charges as at 1 July 2024 is as follows:
Connection costs:
Labour (3rd Party Contractor) $1,726
Regulator $40
Materials $416
GST $218
Total including GST $2,400
Please note any component of the connection charge is subject to change. Any change which will be reflected on this page.
Disconnections
GNV may disconnect you (the customer) from our distribution system:(a) If Solstice Energy directs us to in writing; (b) where you (the customer) requests us to disconnect you; (c) where we are directed to do so under the Gas Industry Act 1997; (d) if you are obtaining, or have obtained, supply of gas at a supply address other than in accordance with the Gas Distribution Code of Practice or any other regulatory requirement; or (e) if we consider it necessary to disconnect you (the customer): (i) if there is material damage to, or a need to repair, that part of the distribution system used to deliver gas at the distribution delivery point to you; (ii) if a force majeure event occurs which affects our ability to deliver gas at the distribution delivery point; (iii) in the event of or likelihood of an emergency; (iv) for a health and safety reason only if we have given written notice to you, 5 business days to rectify the reason and then a further five business days' notice; (v) because planned maintenance or augmentation work is being undertaken if we have given you 10 business days prior notice; or (vi) under contractual interruption arrangements agreed between us and a user, or agreed between you and Solstice Energy. ReconnectionsGNV will reconnect a disconnected customer where the circumstances giving rise to the disconnection no longer apply. Abolishments
GNV will abolish (permanently remove) your connection to our distribution system:(a) if Solstice Energy directs us to in writing; or (b) if we are directed to do so under the Gas Safety Act 1997. GNV will use its best endeavours to abolish the connection within 20 business days of receiving the direction from Solstice Energy to do so, or otherwise within a reasonable timeframe. |
Applicable Charges
Disconnection: Disconnection (residential business hours): FREE Disconnection (residential after hours): $275 Abolishment: POA Reconnection: Reconnection (residential business hours): $110 Reconnection (residential after hours): $275 |
Total number of abolishments: 18
Number of abolishments per postcode:
Terang (3264): 5
Maldon (3463): 0
Marong (3515): 4
Heathcote (3523): 1
Robinvale (3549): 2
Swan Hill (3585): 1
Kerang (3579): 2
Nathalia (3638): 2
Orbost (3888): 0
Lakes Entrance (3909): 1
For complaints about connections, you can make your complaint by:
Telephone: (03) 6336 9350
In writing: to PO BOX 858 Launceston TAS 7250
Through the Feedback form found here.
Upon receipt of your complaint, you will receive an email with a complaint ID number and a target resolution date. The appropriate business unit will then investigate your complaint and provide you with a response in accordance with the Complaints and Dispute Resolution Procedure.
You should provide sufficient relevant detail about your complaint to allow clear identification of the substance of the complaint.
For complaints relating to the retail of gas, please contact Solstice Energy directly on 1800 750 750 or by emailing info@solsticeenergy.com.au.
The type of gas that may be supplied through the GNV distribution system is, at 1 October 2024, as follows:
(a) natural gas (methane)
We will notify you in writing prior to a change of gas type our distribution system.