Terms of Use

These Website Terms of Use govern your access to and use of the Firstgas website.

By accessing the Firstgas website (owned and operated by Firstgas Limited), you confirm that you agree to be bound by these Terms of Use and to the Firstgas Privacy Policy.

You are responsible for ensuring the security of the personal information held on your computer, mobile or other device.

In these Terms of Use, the terms ‘we’, ‘us’, and ‘our’ refer to Firstgas Limited and its related companies with offices at 42 Connett Road West, Bell Block, New Plymouth 4312.

Changes to the Terms of Use

Changes to the Terms of Use may occur from time to time. Any changes to the Terms of Use will be effective when posted on our website. Your continued use of this website will be deemed to be your acceptance of such altered Terms of Use.

Intellectual Property

You acknowledge that all content on this website and the underlying technologies and software used to operate this website, are all subject to copyright, trademark and other intellectual property rights (collectively, “Intellectual Property Rights”).

We grant you a limited, non-transferable licence to access and use the website solely for your personal, non-commercial purposes.

We (or our licensors) retain all right, title, and interest in and to the Website, and nothing you do on or in relation to the Website will transfer any Intellectual Property Rights to you or, except for the licence referred to above, authorise you to exercise any Intellectual Property Rights unless we expressly agree otherwise.

You may not use, copy, monitor, modify, transmit, store, extract, publish or distribute any material on or accessed through our website for commercial purposes without our prior written permission; except that you may print (or download onto a single computer or device) one copy only of information that is directly relevant to a product or service you have purchased, or genuinely intend to purchase. You may use the information and reproduce it in hard copy for your personal reference only.

We may restrict or block your access to and use of our website at any time if we reasonably believe that you may have breached any provision in these Terms of Use.


While every effort has been made to provide the most current and accurate information, errors and omissions may occur and applicable laws, rules, policies and regulations often change. All content on this website is subject to change at any time. To the fullest extent permitted by law, we make no warranties (express or implied), and make no representations, with respect to:

  • the availability of our website and website functions for your use;
  • the inability to access or use our website due to lack of network coverage or connectivity;
  • website disruptions, defects and technical errors that may occur from time to time;
  • viruses and other harmful elements that may be present on websites, software and servers;
  • third party websites, applications, products and services; and
  • the accuracy, reliability or fitness for purpose of the information on this Website.

Limitation of Liability

Subject to claims available under consumer protection laws, we are not liable (in negligence, tort, breach of contract, or otherwise) for any loss or damage (including direct or indirect loss, or special or consequential loss) arising out of or in connection with:

  • the use of (or inability to use) the Website by you or anyone else; and/or
  • the breach in the security of your computer, mobile or other device or the access to any information held on your computer, mobile or other device by unauthorised third parties.


The website may contain links to websites operated by third parties. We are not responsible for, and do not endorse, the content or accuracy of any other sites linked to the website. You should contact the relevant third party directly if you have any questions.

These links are provided to you only as a convenience, and the inclusion of any link does not imply our endorsement of the linked sites or any association with their operators.


We recognise the importance of safeguarding your personal information. Please see our privacy policy for details.


This website uses “cookies”. Cookies are files that collect certain details of website users and store that information. The cookie will then remember the preferences of website users so as to make the website more user-friendly the next time that user visits the website.

We may use a cookie file containing information that can identify the computer you are working from. The cookie file is anonymous as it only gives us details of your IP address, PC platform (Windows or Mac), browser (e.g. Google Chrome, Safari, or other, plus the version of browser) and domain (whether you are accessing the site from New Zealand or elsewhere).

We may use the information generated by “cookies” to track traffic patterns to and from our site including information like the pages you visit, the time you spend on each page, the date and time of your visit, and referring pages (pages you came from or go to).

You can choose to refuse cookies by turning them off in your browser and/or deleting them from your hard drive. You do not need to have cookies turned on to use our websites, but you may need them for customisable areas of the site that we may develop in the future.

Governing Law

These Terms of Use shall be governed by and construed in accordance with the laws of New Zealand without giving effect to any principles of conflicts of law. You consent to the exclusive jurisdiction of the courts of New Zealand in connection with any legal action that may arise in relation to your use of our website.

Complaints Process

If you have any problems or concerns regarding your natural gas supply, please contact your retailer. If your concern is regarding the service you have received from Firstgas please phone 0800 NEW GAS or email connections@firstgas.co.nz and we will endeavour to fix the problem or reach an acceptable solution. Firstgas’s internal complaints process is free for consumers to use.

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 your case number if available

Firstgas is a member of Utilities Disputes Limited. If you make a formal complaint or dispute, once we receive this we have 20 working days to find out what went wrong and try to fix the problem. Firstgas may notify complainants in writing that it could take up to 40 working days to resolve a complaint, where a good reason exists. If after this period we cannot resolve your complaint, you can contact Utilities Disputes. This is a free and independent service for resolving complaints about utilities providers, contactable at:

Utilities Disputes
Freepost 192682, PO Box 5875, Wellington 6140

Phone: 0800 22 33 40

Email: info@udl.co.nz
Website: www.udl.co.nz