Distribution pipeline safety

Why does natural gas smell?

Natural gas in its raw state is odourless, so a distinctive rotten egg or sulphur-like odour is added to the gas to ensure that even the smallest of leaks can be detected by smell.

We really want you to report any suspicious gas smells to us, so we can investigate them and make sure we catch any leaks quickly. It is better to inform us, regardless of whether they turn out to be gas leaks. We do not charge for responding to reported smells of gas.

For your safety and before contacting us, vacate the immediate area and refrain from using any electrical devices, light switches, matches, or mobile phones in the vicinity, as these actions could ignite the gas. If you think you can smell gas, please call us on 0800 802 332.

0800 802 332

Safety precautions inside the home

If you smell gas inside a house or building, or suspect you have a gas leak

Turn off gas appliances
Don’t smoke (including e-cigarettes), and extinguish any naked flames
Don’t use any electrical equipment, switches, mobile phones or electronic equipment
Vacate the building
Turn off the gas valve if you can do so safely. The valve is next to your gas meter, outside the building (scroll down to learn how).
Do not create possible ignition sources by using a vehicle

Once upwind of the gas escape or in a safe location call 0800 802 332 to get Firstgas technician to attend site.

Call now
(0800 802 332)

How to turn off your gas valve

For your safety, it is important that you know how to turn off the gas supply to your property.

This includes knowing where the isolation valve is located,
how it is turned off and what tools, if any, are required to turn it off.

Don’t wait until an emergency to find out where and how to turn off your gas supply.

The gas isolation valve is located at the gas meter. In most instances the meter will be on the front of the building or alternatively down the side of the home, close to the front. In a few instances your meter may have been installed on the property boundary.
The following examples show the typical type of valve that is in use on our networks and their respective open and closed positions.

Note: All valves turn off in a clockwise direction.

To turn off your gas supply, turn the valve handle in the clockwise position until it stops in the horizontal position (level with the ground). Some old style valves do not have a handle so you will need a spanner.
If you cannot find the isolation valve or if at any time you have difficulty turning off the valve, call 0800 802 332.
If you smell gas from or around the gas meter, immediately call 0800 802 332.

For a major incident (Fire, explosion or where there is risk to life or property), call 111.

For all other distribution enquiries or issues call us on 0800 802 332

Call now
(0800 802 332)

Firstgas response

When a gas leak or other emergency has been reported, a qualified Firstgas Technician will attend site. We aim to attend all emergency call-outs within one hour of receiving a report ‒ in many instances the response will be much quicker.

If you are working around your property

If you are planning on doing work around your property which requires excavation i.e. landscaping or removing trees, identifying any underground services onsite by getting gas plans is the first step to a safe project. Best of all, it’s FREE and only takes one call to before you dig on 0800 248 344.

If you have a strategic pipe within your work zone, we will issue a permit or close approach consent and give advice on what safety precautions are required when working around strategic pipes.

Before You Dig is a FREE service designed to help protect your safety and prevent damage and disruption to the underground service networks that include gas, electricity, and communications.

Please contact before you dig directly on 0800 248 344 or visit their website beforeudig.co.nz

Firstgas activities and your property

Our staff and contractors will need to enter private property from time to time to inspect or carry out maintenance activities on the pipelines and Firstgas assets. It is important to us to build and maintain positive relationships with landowners so we can continue to operate a safe and reliable gas pipeline network. If you would like to talk to someone at Firstgas you can call 0800 800 393.