Experiencing a fault, power and/or gas outage or no LPG?
There can be a few reasons that your power and/or natural gas is out. Find out what to do and where to get info on the outage or how to replace your bottled gas (LPG) when you have run out.
Safety first
If you smell gas inside, get out immediately and leave doors open and treat all power lines as live at any time. If there is any risk to people or property (like fire), call 111.
Experiencing a fault or power/gas outage or no bottled gas (LPG)?
Power and natural gas outages happen from time to time. It’s best to have a backup safety plan in place. Where possible, you'll receive prior notification of planned gas or electricity outages which will let you know the affected timeframe.
Check the below information first for the best way to get a status update or report a power or gas fault or power and/or gas outage or if you have no bottled gas (LPG).
Medically dependent
If you require urgent medical attention, please call 111 immediately.
It's important that you let us know if you or someone in your home is dependent on mains powered electricity and/or natural gas or bottled gas (LPG) for critical medical support, where a loss of electricity and/or natural gas or bottled gas (LPG) could result in immediate harm or loss of life. Here's some info about what to do with power and/or natural gas or bottled gas (LPG) outages or if you run out of bottled gas (LPG).
What to do without power
Please follow the instructions below
- Use back up power (generator or batteries) and contact us for an update
- Ask family, friends or neighbours with power if they can help until your power is restored
- If these two options aren't available, we recommend seeking assistance from your nearest hospital or medical centre
What to do without natural gas or suspected leak
Please follow the instructions below
- If you smell gas inside, get out immediately and leave doors open
- If there is a gas fire, call 111 immediately
- Call our faults and emergency crew, they are available 24 hours a day, 7 days a week on 0800 300 400
- Use back up (generator or batteries) and contact us for an update
- Ask family, friends or neighbours with natural gas or power if they can help until your natural gas is restored
- If these options aren't available, we recommend seeking assistance from your nearest hospital or medical centre
What to do without bottled gas
Gas bottles bigger than 9kg are too large to take to a refilling station. Accordingly, we do not recommend this as a fuel option for customers who are medically dependent. To discuss alternative energy options, please contact us.
- Arrange for your bottled gas provider to refill your empty bottle
- Regularly check your cylinders and place an order as soon as 1 cylinder is empty
- Leave both cylinders turned on as this allows good continuity of supply for when you may need more gas pressure than 1 bottle allows
- Urgent deliveries are available and incur an extra fee in addition to the standard delivery charge. Contact us to confirm costs and timing
When there is a suspected bottled gas leak
Please follow the instructions below
- If you smell gas inside, get out immediately and leave doors open
- If there is a gas fire, call 111 immediately
- Call our faults and emergency crew, they are available 24 hours a day, 7 days a week on 0800 300 400
- Use back up (generator or batteries) and contact us for an update
- Ask family, friends, or neighbours with power or bottled gas if they can help until your bottled gas is restored
- If these options aren't available, we recommend seeking assistance from your nearest hospital or medical centre
Emergency response plan
We're unable to guarantee uninterrupted supply so it's important that you have an emergency response plan in place. Things to consider are:
- Back up power (generator or batteries) to get you through the power outage
- An emergency contact that you can call or message to let them know you're without power and/or natural gas or bottled gas (LPG). Get them to check on you and make sure that you're okay
- If you can't get in touch with your family or friends, see if a neighbour is able to help you
- If you have serious concerns for your health or wellbeing, call 111
No hot water?
If you've had a power outage and still experiencing no hot water, follow these instructions based on your fuel type.
Electric hot water
It can take about 6 hours for your water to reheat following an outage or if you have used all your stored hot water.
You may be experiencing load management which is how the network manages periods of high or peak electricity demand, generally in the morning or early evenings. It is done by sending a signal to switch off the controlled supply (usually hot water cylinders) and when the power demand eases, the network sends out a signal that switches the controlled supply back on. This shouldn’t mean cold water, unless you've used up the hot water already stored.
Natural gas/bottled gas (LPG) hot water
Your pilot light might be out. We recommend contacting a registered plumber or gas fitter who can relight it.
Preparing for a planned outage
Where possible, you'll receive prior notification of planned power or natural gas outages which will let you know the affected timeframe.
While the power is off, treat all power lines, wiring and equipment as being live at all times as it could be restored earlier than planned.
- Turn off your appliances at the wall. Use surge protectors for sensitive electrical equipment like computers and TVs to protect them when power is restored.
- Keep your fridge and freezer closed. Your freezer can keep food frozen for up to 24 hours without power.
- If you smell gas inside, get out immediately and leave doors open.
- If there is a gas fire, call 111 immediately.
- If you're dependent on mains powered electricity and/or natural gas or bottled gas (LPG) for critical medical support have an emergency response plan in place.
Upper North Island – power
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Upper North Island – natural gas
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Central North Island – power
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Central North Island – natural gas
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Lower North Island – power
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Lower North Island – natural gas
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Upper South Island – power
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Central South Island – power
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Lower South Island – power
Fault numbers to call are below and refer to your network’s Facebook page for the latest information.
Natural gas is unavailable in the South Island.