Complaint Resolution

Complaint Resolution

Your feedback is important to us.
We take complaints very seriously.


We make more than 1 million deliveries each year.

Over 99% of them occur without any problems.

However, occasionally something goes wrong.

When it does, we try to resolve the problem as quickly as possible.

Our sincere apologies if this has happened to you.

What to Do

If you have a problem or complaint, you have a number of options:

1. You can call 131 161 (gas complaint customer care number)

This gas complaint number will automatically connect you with your nearest branch during normal business hours.

Our Customer Service Representatives will do their best to solve your problem immediately.

2. After-hours or on weekends you may wish to use the email form below.

Your local customer service staff will attend to your problem promptly the next business day.

3. If you are not satisfied with the initial resolution, you can ask to chat with your branch’s Customer Service Manager.

Our branch managers are empowered to solve virtually any problem on the spot.

4. If you are still unhappy with the proposed resolution, or if you just prefer to submit your problem in writing, please feel free to email us using the following form.


FOR VIC RESIDENTS ONLY: If we were not able to resolve your concern, you may wish to access the Energy and Water Ombudsman Scheme for assistance. For more details, please visit

NZ Customers please use Elgas NZ Web Site

Please submit your problem or complaint here:

Please make sure you include your 10 digit Elgas account number so we can respond promptly.