Frequently asked questions

Connecting to gas is an easy four step process if your property fronts a Firstgas natural gas distribution pipeline. To get started first check if gas is available at your property, then fill in the online form or call our team on 0800 NEW GAS (639 427).

If you do not live in our network area of Whangarei, Waikato, Bay of Plenty, Central Plateau, Gisborne or Kapiti Coast then talk to us about using Rockgas LPG. Or you can contact the natural gas network operator in your area: 

Greater Auckland area – Vector Gas
Hawkes Bay, Taranaki, Manawatu, Hutt Valley, Wellington – Gas Hub
Whanganui & Rangitikei – GasNet

If your home is mains fronted (a home that fronts onto a Firstgas pipeline) and you choose to provide your own service trench that meets our specifications and is less than 40 metres from our pipeline then your connection may be free. If you would like us to investigate a full construction option for you, then charges will apply. Connections are priced on application. There is a charge for the supply of gas from your retailer and from your Gasfitter to connect your gas appliances into our network. At any stage we are here to help. Please simply fill out our online form or call our team on 0800 NEW GAS (639 427).

To connect to the gas main usually takes around 4-6 weeks (excluding delays out of Firstgas' control) from when you have accepted our quote, following completion of your application. It's a good idea to speak with your Gasfitter to determine how long it will take for them to install your internal pipework and appliances too.

Yes, you need to use a Gasfitter. All gas appliances must be installed by suitably qualified installers and the installation certified by a certifying gasfitter who will commission the system and then issue a gas compliance certificate once the work has been completed.

Having an approved meter position is required for emergency access and also helps determine the design and price of the connection. In most cases we will recommend having the meter as close to the boundary fence as is practically possible. 

While Firstgas connects your property to the main gas pipeline, your natural gas retailer supplies the gas. You will need to advise us of who your natural gas retailer will be when applying for a natural gas connection. We cannot process your connection application unless there is a nominated retailer.

Here is a list of all the natural gas retailers here and note that retailers offer different pricing plans so feel free to shop around.

This list is provided for your convenience only and Firstgas does not endorse any third party organisation referred to in this list. Please be aware that the list of natural gas retailers may not be complete, accurate, or up-to-date. You must make your own enquiries as to whether a particular natural gas retailer is suitable for the services you require.  Firstgas is not responsible in any way for any information or services provided by a third party.

Gas is a safe energy source however, if you suspect have a gas leak then evacuate the area immediately surrounding any gas escape without using any device that may create a spark, including a mobile phone. To report an outage or in an emergency please see our Contact Us page.

If your concern is regarding a service you have received from Firstgas, please contact 0800 FIRSTGAS (0800 347 784) or email connections@firstgas.co.nz.

Firstgas is a member of Utilities Disputes Limited.

Please supply the following information to help us respond to your query:

• Name
• Address
• Phone number
• The name of your gas retailer
• ICP number (you can find this on your gas energy bill)
• If it relates to a connection, disconnection or relocation then please provide us with your case number if available

Once we receive your formal complaint or dispute, we will do our best to address the issue. Firstgas aims to resolve all complaints within 20 working days. However, we may notify complainants in writing that it could take longer (up to 40 working days) where a good reason exists. If after this period we have not reached an acceptable solution, you may decide to take the complaint to Utilities Disputes Ltd. This is a free and independent service. 

The Utilities Dispute Commissioner can be contacted at:

Utilities Disputes Ltd
0800 22 33 40
PO Box 5875
Lambton Quay
Wellington 6145
info@utilitiesdisputes.co.nz
www.utilitiesdisputes.co.nz