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.

Child playing with torch

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).

Family

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
woman in bed with coffee

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
woman on phone outside home

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
woman with teenager on tablet

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
Kids in kitchen using water

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.

Women in kitchen looking at phone

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.

Far North

Top Energy
0800 867 363

Northland

Northpower
0800 104 040

Auckland

Vector
0508 832 867

Counties

Counties Power
0800 100 202

Upper North Island – natural gas

Fault numbers to call are below and refer to your network’s Facebook page for the latest information.

Far North

Firstgas
0800 802 332

Northland

Firstgas
0800 802 332

Auckland

Vector
0508 832 867

Central North Island – power

Fault numbers to call are below and refer to your network’s Facebook page for the latest information.

Hamilton & Waikato

WEL Networks
0800 800 935

Te Awamutu

Waipa Networks
07 870 2000

Cambridge

Waipa Networks
07 827 2000

Thames Valley & Tauranga

Genesis & Powerco
0800 650 950

King Country & National Park

The Lines Company
0800 367 328

Eastern Bay of Plenty & Whakatane

Genesis & Horizon Energy
0800 300 400

Rotorua & Taupo

Genesis & Unison Network
0800 300 400

Gisborne & East Coast

Firstlight Network
0800 206 207

Hawke's Bay

Unison
0800 286 476

Central North Island – natural gas

Fault numbers to call are below and refer to your network’s Facebook page for the latest information.

Waikato

Firstgas
0800 802 332

Bay of Plenty

Firstgas
0800 802 332

Gisborne

Firstgas
0800 802 332

Lower North Island – power

Fault numbers to call are below and refer to your network’s Facebook page for the latest information.

Central Hawke's Bay

Centralines
0800 667 693

Dannevirke

Scanpower
0800 808 039

Taranaki, Manawatu, Rangitikei, Wairarapa & Whanganui

Genesis & Powerco
0800 680 980

Kapiti & Horowhenua

Electra
0800 567 876

Wellington

Genesis & Wellington Electricity
0800 400 777

Lower North Island – natural gas

Fault numbers to call are below and refer to your network’s Facebook page for the latest information.

Wairoa

Firstgas
0800 802 332

Hawke’s Bay

Powerco
0800 111 848

South Taranaki

Powerco
0800 111 848

Taranaki

Powerco
0800 111 848

Whanganui

GasNet
0800 349 2050

Manawatu

Powerco
0800 111 848

Kapiti

Firstgas
0800 802 332

Wellington

Powerco
0800 111 848

Upper South Island – power

Fault numbers to call are below and refer to your network’s Facebook page for the latest information.

Marlborough

Marlborough Lines
03 5777 007

Nelson

Nelson Electricity
03 546 9256

Tasman

Network Tasman
0800 508 100

Buller

Genesis & Buller Electricity
0800 300 400

West Coast

Genesis & Westpower
0800 300 400

Central South Island – power

Fault numbers to call are below and refer to your network’s Facebook page for the latest information.

North Canterbury & Kaiapoi

Mainpower NZ
0800 309 080

Christchurch & Central Canterbury

Genesis & Orion Networks
0800 300 400

Mid-Canterbury & Ashburton

Genesis & EA Networks
0800 300 400

South Canterbury & Timaru

Alpine Energy
0800 66 11 77

Lower South Island – power

Fault numbers to call are below and refer to your network’s Facebook page for the latest information.

North Otago & Oamaru

Network Waitaki
0800 440 220

Central Otago & Dunedin

Aurora Network
0800 22 00 05

Southland, Invercargill & Clutha

Powernet
0800 808 587

Natural gas is unavailable in the South Island.