Information for reticulated LPG gas customers
Your rights as a reticulated LPG customer
At Kleenheat, customers are at the heart of everything we do. As a distributor of LPG via our reticulation networks, we are responsible for the safe and reliable delivery of LPG to homes and businesses connected to our network. This delivery includes providing a 24-hour LPG emergency response, measuring LPG through meter readings, operating a call centre that can answer technical and account questions, checking network conditions, and ensuring gas quality and pipework to ensure the continuous and safe delivery of LPG.
As your distributor of LPG, you can expect us to:
- maintain a safe and reliable gas network.
- install and maintain a gas service line to your property boundary if your property is within our network system.
- supply and maintain a gas meter at your place.
- let you know in advance if your gas supply is likely to be affected by any planned works in your area.
- support your safety and privacy by providing identification any time one of our employees or contractors visits your premises.
As a customer, you need to:
- keep our equipment on your property (including our gas meter) safe and secure.
- provide us with safe and unrestricted access at your premises to:
- read the meter.
- inspect, install, operate, maintain, renew and replace any network equipment.
- turn off your gas supply if we think it necessary.
- inspect your gas installation (although we are not obligated to do so).
- keep any gas equipment you own on your property in safe condition.
Our processes to maintain a safe and reliable gas network include:
Where there is:
- a broken gas main, damage to service in the street or garden, or the smell of gas near your meter box, we will:
- endeavour to attend the premises immediately and aim to be there within two hours of your advice to us, where practical.
- make sure we advise you of the precautions to take to make the area safe.
- provide by way of a 24-hour emergency line information on the nature of the emergency and an estimate of the time when supply will be restored.
- use our best endeavours to restore supply to your premises as soon as possible.
- a loss of gas service from suspected mechanical or technical failure, we will:
- attend within 24 hours of your call if the premises are in a metropolitan area. Where the premises are located in a rural location, we will make reasonable endeavours to attend to the premises as soon as possible.
- provide you with an indication of when the representative will attend your premises.
- make sure we advise you of the precautions to take to make the area safe.
- planned maintenance and interruptions to your gas supply, we will:
- notify you at least four business days before any planned interruptions to your gas supply, and advise you on how the interruptions will affect you. In the case of emergencies, notice may not be given.
Please call 1800 093 336 for further information or refer to our Safety and Emergency section in our Customer Charter.
Connecting to our reticulated networks and timeframes
To connect to Kleenheat’s reticulated LPG network, please contact us on 13 21 80 to open an account. You will also need to complete a Gas Fitter Request for LPG Form, which is available on our website here: Request for LPG Form
Kleenheat is responsible for all the piping and equipment up to the regulator in the meter box, and should you require changes to this part of the installation, you will need to contact Kleenheat (Sales Support) to discuss what is possible and feasible. If the changes to the installation you are requesting are on sections after the meter box, you, as the customer, are responsible for paying for any modifications. These modifications are required to be completed by a licensed gas fitter, who should quote before doing the work and must include a Notice of Completion sent to Building and Energy. This notice will be forwarded to Kleenheat, and Kleenheat may wish to inspect the work for compliance and adherence to current standards.
We will use our best endeavours to connect to the boundary of your property within 20 business days of receiving your completed Gas Fitter Request for LPG Form, and subject to you agreeing to pay us all relevant fees and network connection being available.
As each customer’s circumstances vary, we will provide a quotation of the connection fees once we have assessed your request.
If you would like to alter your gas connection, such as relocate your gas meter, you will need to contact a licensed gas fitter, who can confirm the planned alterations are compliant and should be able to quote the work before commencing. When contracted to do the work, the gas fitter will complete a Notice of Completion, which will be sent to Kleenheat indicating that some compliant work/alteration has been completed. Kleenheat may request to Inspect this work to ensure installation is as per current Regulations and Standards.
For users of reticulated gas, a daily supply charge covers some of the fixed costs of supplying gas to your premises, including installation and maintenance of pipelines, gas mains, and gas meters. This fee still applies if the gas is not being used but remains connected. Please refer to Reticulated LPG Standard Gas Price for details of all fees relating to LPG Reticulated gas here: Reticulated LPG Standard Gas Price
Reconnection and reconnection timeframes
If we have disconnected your supply address and the reasons for the disconnection have been resolved, you can request reconnection. We will reconnect your premises within 2 business days of receiving your request.
If we disconnect your supply address due to an emergency, we will reconnect your premises within 2 business days of the emergency ceasing to exist.
However, if access to your supply address is restricted or it is unsafe to reconnect your supply address, we will reconnect your supply address within 2 business days of becoming aware that the access is unrestricted or that the safety issue has been resolved.
If reconnection requires excavation and you request us to reconnect you, we will reconnect your premises within 10 business days of receiving your request to reconnect.
If we become aware that there has been unauthorised utilisation of gas at your premises, we are not obliged to reconnect your premises until the issue is resolved.
We will charge you a reconnection fee unless disconnection occurs due to an emergency, for health and safety reasons or planned maintenance. Please refer to Reticulated LPG Standard Gas Price for details of all fees relating to LPG Reticulated gas here: Reticulated LPG Standard Gas Price
To connect to Kleenheat reticulated LPG, please contact us on 13 21 80 to open an account. You will also need to complete a Request for Gas Form, which is available here: Request for Gas form
Information on the safe use of gas
LPG is a safe and efficient energy source when used safely and properly. All members of your household should be aware about the safe use of gas. Please refer to the following pages for more information:
Quality of supply
Kleenheat ensures that the LPG supplied consists predominantly of propane and complies with AS4670 – Commercial propane and commercial butane for heating purposes, Table 1. The gas is odourised, sampled regularly for compliance and contains no other substances that may affect the pipework, network component or your gas appliance.
For more information, link here: WALW – Gas Standards (Gas Supply and System Safety) Regulations 2000 – Home Page (legislation.wa.gov.au)
Reliability of supply
Kleenheat ensures the supply of LPG is in a vapour form, at a pressure of LPG below 200kPa (gauge) and odourised as per Regulations. Should the supply of gas be interrupted, all downstream appliances (i.e. bench top burner, hot water system or oven) need to be tested, purged and relit (by a registered gas fitter) before use to ensure safe operation.
Kleenheat frequently completes leak surveys of the network to ensure any issues are dealt with and the integrity of the network piping is maintained.
Kleenheat has contracted gas fitters available 24/7 for emergencies related to our LPG reticulated gas network.
For more information, link here: WALW – Gas Standards (Gas Supply and System Safety) Regulations 2000 – Home Page (legislation.wa.gov.au)
Your rights, entitlements and obligations under our complaints and dispute resolution procedures
Kleenheat is committed to offering the best possible standard of customer service and products.
If you have a complaint, everything possible will be done to resolve the matter at the time of your initial contact. If Kleenheat cannot resolve your complaint when you first call, your issue will be brought to the attention of one of our more senior team members. You’ll receive a response within 10 business days.
You may also request to escalate your complaint to our Customer Advocate and/or Customer Service Operations Manager.
For more information, links here:
How can I make an enquiry or complaint?
Kleenheat Customer Complaint Guideline
How to contact the gas ombudsman
If your complaint is not resolved, you can contact the Energy and Water Ombudsman Western Australia. The Energy and Water Ombudsman is an independent, impartial body that investigates and resolves disputes between domestic and small business customers and electricity and gas companies.
Energy and Water Ombudsman Western Australia
PO Box Z5386
St Georges Terrace,
Perth WA 6831
Phone: 08 9220 7588
Freecall: 1800 754 004 (free for landlines)
Email: energyandwater@ombudsman.wa.gov.au
Visit: www.ombudsman.wa.gov.au/ewowa
For more information, link here:
How can I make an enquiry or complaint?
The Gas Compendium