Natural gas connection and disconnection

If you want to switch your home from gas to electricity and no longer require natural gas at your premises – you should arrange a permanent disconnection, also known as an abolishment in the National Rules.

"Permanent disconnection” and “abolishment” describe the same network service and are interchangeable. Evoenergy uses the term “Permanent Disconnection” as it is definitive and aligns with the ACT Policy to prevent future gas connections.

A permanent disconnection must be arranged where building demolition works would be an unacceptable safety risk with gas present on the site.

Contact your gas retailer in the first instance to arrange a permanent disconnection. Alternatively, you can submit an application through the Jemena connections portal.

If you no longer want to use natural gas (all appliances are removed), permanent disconnection is the safest option as it:

• Removes unused gas equipment from your property
• Means your premises will no longer require maintenance, meter reading and routine checking of gas.

Following a permanent disconnection:

• The redundant service pipe will remain in the ground
• The pipe will be purged of gas and physically disconnected from the distribution pipeline in the street at the front of your property.
• The gas meter assembly will be removed.

Basic permanent disconnection

A basic permanent disconnection service applies to a single detached residential house where:

• No cutting or restorations is required for concrete, bitumen and other hard surfaces
• Active traffic management is not required.

For properties with these restrictions or for more complex permanent disconnections, a negotiated complex permanent disconnection service is available. This may include:

• High pressure connections
• Large commercial or industrial sites and
• multi-unit installations

A basic permanent disconnection will be carried out in accordance with works planning and resourcing determined by our field sub-contractor, Zinfra.

If you require the permanent disconnection completed by a particular date, such as before demolition works start, an urgent basic permanent disconnection service is available where the permanent disconnection will be carried out within 20 business days of the application.

Pricing

• Basic permanent disconnection: $747 (excl. GST) for a residential gas meter up to and including 25 cubic metres per hour capacity. (A standard residential gas meter has a capacity of 8 cubic metres per hour)
• Set charges for larger gas meters. See the gas network prices on our website.
• Your gas retailer may charge a higher amount when passing on Evoenergy’s charge.
• Urgent basic permanent disconnection: $981 (excl. GST) charged by Evoenergy.

Indicative timeframe

Urgent basic permanent disconnection

Completed within 20 business days of the application.

Basic permanent disconnection (non-urgent)

Completed in accordance with Zinfra’s works planning and resourcing, typically within 6 months of application.

A Basic permanent disconnection includes:

• Tracing of the service pipe from meter to the gas main.
• Excavation to expose the service pipe near the gas main.
• Cut and cap the service pipe in the public verge, near the gas main.
• Reinstate soil and compact. Replace any grass sods previously removed.
• Cut gas riser at ground level near the meter.
• Remove the metering equipment.

Complex permanent disconnections covers all permanent disconnections that are not Basic (whether urgent or non-urgent) and are individually priced depending on the scope of work.

Typical work scopes include:

• Concrete cutting and restoration;
• Active traffic management;
• High pressure connections,
• Large commercial or industrial sites; and
• Multi-unit sites where coordination between multiple unit-holders and the ownership committee, strata title manager etc. is required.

A temporary disconnection is appropriate if you intend to reconnect your gas supply in the future.

Following a temporary disconnection:

• Gas remains within the distribution pipeline at your property
• Your gas supply can be restored through a reconnection request

Price: $100 (ex GST) for a temporary disconnection and $128 (ex GST) for a reconnection of a standard residential gas meter.

Indicative timeframe

• Evoenergy aims to complete 95% of temporary disconnections within 5 business days from receiving the retailer’s work order.
• National Rules regarding how work is to be carried out for Fridays and days before public holidays apply.

Arranging a temporary disconnection

A temporary disconnection can be arranged through your energy retailer if you need to disconnect from gas for a short period. This method should only be used if:

• you plan to reconnect gas in the future; or
• you continue to protect the pressurised service pipe and metering equipment on your premises.

A temporary disconnection includes

To complete a temporary disconnection, a technician will modify the internals of a gas meter, preventing gas from flowing through the meter. Once completed, this cannot be seen from the outside of the meter and needs special skills to reverse.

A temporary disconnection also prevents gas from entering a building. However, there is still pressurised gas in the service pipe connecting the network to the gas meter assembly. This means there remains a risk of damage to the service pipe if excavation activity comes in contact with it.

To reestablish the flow of gas to the premises, you must contact your energy retailer.

The Australian Energy Market Commission (AEMC) has changed the National Gas Rules governing new gas connections. From 1 October 2026, customers applying for a new connection will be required to pay a cost-reflective upfront connection charge.

You can view the AEMC’s decision and find more information here.

A Routine Connection is a connection for a standalone building where the demand is ≤ 320 MJ/hr. Evoenergy will assess the work required for the site and provide an individual connection offer. The charge will cover the necessary costs directly attributable to providing the connection, including applicable service pipe, meter, materials, labour and administration.

The front boundary is the legal property boundary adjoining the road reserve or street. It is typically not the kerb, footpath or front wall of the dwelling. Check the deposited plan, subdivision plan or survey information. If it is unclear, ask the developer, builder or a registered surveyor.

The proposed location must meet Evoenergy’s safety and technical requirements and allow safe, unobstructed access for installation, reading, maintenance and emergencies. The final location is subject to Evoenergy’s site assessment. A "Natural gas meter location guide" is available on our website.

Service length affects the route, materials, trenching, safety requirements, cost and delivery time. Each connection will be assessed individually.

Evoenergy will assess the additional route, materials, trenching and labour required. The scope, charge and proposed delivery timeframe will be set out in the connection offer. Where the scope of work requires more time, the offer will state the applicable timeframe and the reasons for it.

In NSW, the meter may be installed near the front property boundary or on the public side of the boundary to provide safe and practical access for installation, meter reading, maintenance and emergency work. Evoenergy's preferred meter location is to hang the meter from the side or front of a building. Locating the meter at the front boundary or fenceline is only done in cases where a suitable meter location on the building cannot be determined. Where the meter is installed at the boundary, Evoenergy will confirm the network boundary and the work to be undertaken by Evoenergy and the property owner’s licensed plumber or gasfitter.

Customer side work is separate from Evoenergy’s connection charge. This may include a licensed plumber or gasfitter, internal gas installation and appliance work, customer allocated site preparation or trenching, and compliance certification. The offer will identify Evoenergy’s work and the applicant’s responsibilities.

Installation must be coordinated with Evoenergy, the builder, retailer and licensed plumber or gasfitter. The approved route and meter location must be accessible and the site must satisfy the prerequisites stated in the connection offer before work is scheduled. Typically, we install the service pipe and meter after the building is at lock-up stage and after the gas fitter has completed rough-in of internal pipework but before concreters build formwork for driveways and footpaths.

Note that obstacles such as scaffolding, waste skips, pallets of building materials and similar will prevent or delay the connection and meter installation.

Evoenergy will use its best endeavours to connect the site within 20 business days after the premises requirements have been met and connection charges paid. Subject to matters outside the control of Evoenergy. Where the scope of work required more time, the offer will state the applicable timeframe and the reasons for it. Evoenergy will coordinate with the applicant, builder, gasfitter and its contractor, as relevant, and use its best endeavours to align the connection work with the builder’s construction schedule.

Customers are encouraged to contact Evoenergy first and provide an opportunity for the complaint to be resolved through its internal complaints management process. Complaints can be lodged with Evoenergy’s Customer Resolutions Team by calling 13 23 86 or emailing customerresolutions@evoenergy.com.au. Evoenergy will acknowledge complaints within two business days and will endeavour to provide a meaningful response within 20 business days.

If the customer is dissatisfied with the proposed resolution, the complaint will be escalated to the relevant senior manager for review. For further information on how we handle complaints refer here. Customers are encouraged to complete this internal process before escalating the matter externally.

If the customer is not satisfied with the internal process, they may also contact the ACT Civil and Administrative Tribunal (ACAT) by phone on 1300 362 072 or through their online portal www.ombudsman.gov.au/contact-us.

For the avoidance of doubt, the AER will not become involved in a dispute until Evoenergy’s internal dispute resolution process has been followed and reasonable attempts to resolve the matter have failed.