FAQ’s

Following is a list of common questions we receive.

If you have a question not listed below, or would like to make an enquiry, please contact us.

How do I know when I need a new gas cyclinder?

The level of gas in a full cylinder is approx three quarters of the height of the cylinder. This allows the gas to expand and contract during different weather conditions and temperatures. You cannot tell how much gas is in a cylinder by shaking or tapping it. This could also damage the container.

To check the level of gas in a cylinder, carefully pour hot water down the side of it and then after a few moments, run your hand down the cylinder. It will feel cool to touch at the level of the gas. Of course exercise caution when handling the hot water.

If you can smell gas please check the following:

  • Check to see if any pilot lights have gone out on your appliances.
  • Check if any burners on your stove have been accidentally turned on.
  • Check to see if connections to your gas cylinder or gas appliances are loose.
  • Check to see if your gas cylinder is close to empty, as the gas at the bottom of the cylinders may smell stronger – even if it isn’t leaking.
  • If unsure please call North Regional Gas – 47 745 111

If you suspect you have a gas leak, turn off your appliances and gas cylinders and call North Regional Gas – 47 745 111

Until the emergency service technician arrives, make sure you follow these safety tips:

  • Open all windows and doors
  • Don’t light a match, lighter or any other source of open flame
  • Don’t smoke
  • Don’t use any electrical appliance or lights

We operate a daily service for the delivery of gas cylinders through out the city. Each day is scheduled for a particular area.

Your delivery day will be notified to you upon your first order of cylinders, otherwise please view our cylinder delivery roster below.

To ensure your delivery is successfully completed there are some regulations that apply. These include:

  • All orders must be placed before 4pm the day before your designated delivery day. Either by phone, email, online or over the counter.
  • Ensure cylinders are accessible for the delivery driver – i.e gates unlocked and clear path way to cylinder point.
  • Aggressive or escaping dogs must be locked up.

Fees may apply if these regulations are not met.

Cylinder Delivery Roster:

Monday Tuesday Wednesday Thursday Friday
South Townsville
Railway Estate
Oonoonba
Idalia
Fairfield Waters
Julago
Nome
Serene Valley
Cleveland Palms
Bentley Park
Alligator Creek
Oak Valley
Rocky Springs
Roseneath
Stuart
Wulguru
Cluden
Annandale
Douglas
Riverside Gardens
Garbutt
West End
Pallarenda
Rowes Bay
Belgian Gardens
North Ward
Yarrawonga
City
Hyde Park
Hermit Park
Pimlico
Mysterton
Rosslea
Mundingburra
Aitkenvale
Cranbrook
Heatley
Vincent
Gulliver
Currajong
Mt Louisa – Garbutt Side
Rasmussen
Kelso
Gumlow
Condon
Alice River/H Range
Rupertswood
Rangewood
Bohle Plains /K Chase
Kirwan
Mt Louisa – Kirwan Side
Greater Ascot
Bohle
Deeragun
Jensen
Black River
Bluewater
Toolakea
Purono Park
Saunders Beach
Yabulu
Bushland Beach
Mount Low
Burdell
North Shore

 

LPG stands for Liquefied Petroleum Gas and is a flammable mixture of hydrocarbon gases used as a fuel in domestic and industrial heating appliances.

In Australia, LPG is usually made from propane or butane gas, or a mixture of both. It is an ideal fuel for heating and cooking because it burns readily in the air, and its short lifetime in the atmosphere and low carbon content means its greenhouse emissions are minimal. So LPG is a good friend to the environment. LPG is a great alternative energy source because it is easy and safe to use, simple to transport and store.

It is very important that cylinder placement meets the applicable Australian Standards for all new LPG installations.

In addition, home owners need to understand the requirements if they install other devices, such as air conditioners, after the gas installation is already complete. Tradesmen other than gasfitters would not necessarily understand the placement restrictions when they install other devices on your home. Please see diagram below

What is the best placement of cylinders?

Manual changeover switch valves

How do I operate the gas manual cylinder changeover valve?

Manual changeover switch valvesYour gas supply will stop when a gas cylinder is empty.

You will need to:

1. Turn the hand wheel on the empty gas cylinder OFF (clockwise).
2. You then move the changeover valve lever to point towards the other (full) gas cylinder.
3. Turn the hand wheel on the full gas cylinder ON (anti-clockwise).
4. Please remember to order a replacement gas cylinder so you don’t run out.
5. Please note that, in the picture shown, the lever (blue) is pointing upwards just to make it more visible. In actual use it would be set to the left or right.

Automatic changeover switch valves

Automatic changeover switch valvesThese automatically switch from one gas cylinder to another, when one is empty. To do this, both gas cylinder valves are left in the OPEN position.

Several types of automatic changeover valves are available. All use a visual indicator to show you when a gas cylinder is empty and it has switched over to the other gas cylinder. The indicator typically turns red when the first cylinder is empty. Do not touch or turn the indicator. When it turns red, that’s your signal to call North Regional Gas for a delivery. We will replace the empty cylinder with a full one and reset the indicator.

If you have an automatic changeover valve, you do not need to do anything. However, you won’t have the manual changeover process as a reminder to order more gas, so be sure to check your gas bottles regularly.

All gas bottles are required to be inspected and tested to make sure that are safe to use. We do this for you as part of the Annual Safety Fee so you don’t need to worry!

Cylinders are stamped at the time of testing. Out of date cylinders CAN NOT be refilled.

Gas cylinders must always be in an upright position on a solid base. They cannot be stored indoors.

When transporting gas bottles they must be in a trailer or utility and firmly secured. 9kg cylinders (BBQ bottles) can be transported in the boot of your car (no more than two at a time).

GAS BOTTLE INSTALLATION REGULATIONS

Gas bottles are placed in specific locations with set clearance zones designed to keep you and your property safe. So what are the key things to watch for?

  • Solid and upright.Gas bottles must be placed on a solid base made of a fireproof material like concrete or pavers, and kept upright at all times. This will keep the gas bottles stable and allow them to safely vent any excess pressure through their pressure relief valves.
  • The space the gas bottles sit in needs to be well ventilated – so spots under stairways, buildings, alcoves or underground are usually not suitable.
  • No ignition sources.As LPG is flammable, gas bottles must be kept a minimum distance away from ignition sources. This reduces the risk of fire in the unlikely event of a gas leak, or during delivery when small amounts of LPG can escape into the air. Potential ignition sources include anything that carries electricity or a flame, like light switches, power points, air conditioning units, lights, motion sensors, security cameras, hot water heaters or BBQs.
  • No building openings. To prevent an LPG leak entering buildings or accumulating in an enclosed space, gas bottles must also be placed away from any wall openings like windows, doors or air vents.
  • No ground openings. As LPG is heavier than air and will sink to the ground if there is a leak, gas bottles need to be kept away from any ground openings like drains or pits.

Gas exchange installations

If you have Exchange Cylinders –LPG bottles are swapped for full ones when they run out – the minimum clearance levels are shown below.

MINIMUM CLEARANCE TO IGNITION SOURCESMinimum clearance for Gas installations

MINIMUM CLEARANCE TO OPENINGS

Minimum clearance to openings

DELIVERY REQUIREMENTS

In addition to ensuring your gas bottle installation meets Australian Standards requirements, there are some essentials your gas supplier will be looking for when it comes to safely visiting your property. These include:

  • Clear access – Locked gates, steep driveways, uneven pathways, low-hanging trees, lots of steps and unrestrained dogs are all items which can prevent a gas truck and its driver from accessing your property.
  • No obstructions – The space around your gas bottle installation also needs to be kept clear. Be sure to keep the area free of shrubs, wood, bins, rubbish and other household items.

LPG COMPLIANCE CERTIFICATES AND PLATES

Once your LPG installation is complete, your gas fitter must give you compliance documentation to show that the relevant regulations have been met.

Each state government regulates this differently, so the documentation you’re given will depend on where you live. Here’s a quick guide:

  • Queensland– Certificate of Compliance and Compliance Plate affixed to installation.

It’s important to keep these documents in a safe place. In Queensland, your LPG supplier will need a copy of the document or your compliance number before they can deliver gas to you. If you’ve lost your compliance documentation, you can get a replacement from a licensed gas fitter.

Terms and Conditions

Deed 045 – Deed of Variation to Purchase Price

1. GENERAL1.1 NRG agrees to hire gas cylinders ‘cylinders‘ to the Customer, and the Customer agrees to hire the gas cylinders from NRG in accordance with this Agreement.

1.2 Where the Customer exchanges cylinders, this Agreement shall apply in all respects to the exchanged cylinders and any reference to cylinders includes exchanged cylinders.

1.3  The period of hire of the cylinders shall commence on the date of the first delivery and shall continue for a period of twelve (12) months and thereafter for further periods of twelve (12) months.

1.4 ‘NRG’ means North Regional Gas Pty Ltd ACN 091 989 972 together with its related entities, associates, directors, employees, contractors, and agents.

1.5 ‘Customer‘ means the hirer of the cylinder together with their related entities, associates, directors, employees, contractors, agents, tenants, landlord and occupiers.

1.6 ‘Location Site’ means the delivery address for the cylinders, or as marked on any gas compliance certificate, as the context requires.

1.7 ‘Fee’ means the monetary amount (in AUD) under this Agreement, or any part of the amount payable, inclusive of any specific line items associated with the gas bottle purchase, fitment and/or delivery.

2. LOCATION SITE

2.1 NRG shall install the cylinders at the site marked as the Location Site.

2.2 The Customer acknowledges that it has the responsibility to obtain all requisite approvals under legislation and laws relating to the placing of the cylinders at the Location Site.

3. OFFER AND ACCEPTANCE

3.1 The supply of any cylinders to the Customers by NRG is always subject to these Terms and Conditions. The Customer will be deemed to have accepted these Terms and Conditions by proceeding with the hire of the cylinders:

(a) over the phone enquiry proceeded with payment; or

(b) through an online order from the website or NRG phone application; or

(c) in store purchase; or

(d) reordering any further cylinders from NRG; or

(e) otherwise accepting receipt of any cylinders from NRG.

3.2 NRG shall charge the Customer in accordance with one of the following actions being taken:

(a) an over the phone enquiry, proceeded by confirmation of payment details and processing of the transaction by the NRG Representative; or

(b) through the receipt on an online order from the website, with the confirmation of payment details issued to the Customer by email upon completion of the transaction; or

(c) through the receipt of an online order from the NRG application on a mobile phone. The Customer will be able to view all historical purchases through the History tab on their application profile on their device.

3.3 Should the supply of any cylinders occur through purchase in alignment with subclause 3.1 above, the Customer must also be aware that the following regulations are applicable:

(a) the Customer must place all orders before 4pm on the day prior to the designated delivery day; and

(b) the Customer must make the existing cylinders accessible for the delivery driver; and

(c) the Customer must ensure that any aggressive, escaping or intrusive dogs are kept away from the delivery driver.

3.4 Where the Customer purchases the cylinders in accordance with subclause 3.1(b) above, the Customer will be asked to confirm acceptance of the regulations specified at subclause 3.3 through a tick box item on the ordering page.

4. SERVICE CHARGE AND OTHER FEES

4.1 The Customer shall pay NRG a service charge for the hire of the cylinders in advance of each 12 month period.

4.2 NRG may, on seven (7) days prior written notice to the Customer, vary the service charge for the next 12 month period.

4.3 Without limiting NRG’s other rights under this Agreement or at law, in addition to the sum determined under subclause 3.1, if the Customer fails to comply with subclause 3.1, the Customer must pay an overdue fee for each day or part thereof until:

(a) payment is made; or

(b) the cylinders are made available for collection and NRG has been notified that the cylinders are available for collection

4.4 The service charge and other charges and amounts payable under this Agreement do not include gas. If at the end of the term of this Agreement, or upon termination, for any reason gas remains in the cylinders, NRG shall not be liable to pay the Customer for the gas and the gas shall become property of NRG.

4.5 If any cylinder is lost, damaged or stolen (regardless of any negligence or fault on the part of the Customer), the Customer shall be liable to pay to NRG the total cost of the lost, damaged cylinders. The Customer shall permit NRG to charge any credit card or payment method that NRG has on file for the Customer as soon as the Company is aware of the lost, damaged or stolen cylinders for the then full market value of the cylinders.

4.6 NRG reserve the right to alter the charge for cylinders for applicable market value with seven (7) day’s notice.

5. CONDITIONS OF HIRE

5.1 The Customer:

(a) must not modify, or permit any modifications, of the cylinders in any way, including but not limited to, removing a plate or marking put on the cylinders by NRG;

(b) must comply with any applicable law, regulation or order with respect to the use of the cylinders;

(c) must not remove or allow the cylinders to be removed from the Location Site other than as expressly permitted by this Agreement or a NRG director;

must ensure that at the end of the term of this Agreement, or upon termination, the cylinders are returned to NRG in good order and repair (other than fair wear and tear).

5.2 Without limiting any other Clause of this Agreement, the Customer:

(a) must immediately notify NRG of any loss, damage, destruction or theft of the cylinders or accidents involving the cylinders during the term of this Agreement and comply with any directions of NRG in relation to the loss, damage, destruction or theft;

(b) is responsible for any loss, damage (other than fair wear and tear), destruction or theft of any item of cylinders irrespective of the cause (except to the extent that NRG recovers an amount from its insurers in respect of the loss, damage, destruction or theft); and

(c) must pay, on demand by NRG, any costs and expenses or other loss incurred or suffered by NRG in relation to any loss, damage (other than fair wear and tear), destruction or theft, including without limitation, the costs of repairing or replacing the cylinder or any part of it.

5.3 During the term of this Agreement, the Customer shall only have the right to exchange cylinders for other cylinders which are property of NRG. The exchange of cylinders with cylinders that are not property of NRG shall be a breach of this Agreement.

5.4 The Customer acknowledges that the filling of the cylinders other than by NRG shall constitute a breach of this Agreement.

6. RELEASE, INDEMNITY AND LIMITATION OF LIABILITY

6.1 The Customer:

(a) indemnifies and shall keep NRG indemnified against any loss or damage which may arise in respect of the cylinders or from the possession, use or operation of the cylinders by the Customer or any other person and against any loss or damage whatsoever or in respect to injury to persons or property arising out of the possession, use or operation of the cylinders by the Customer or any other person in any manner whatsoever during the term of this Agreement; and

(b) indemnifies and shall keep NRG indemnified in respect of the loss, damage, or destruction of the cylinders during the term of this Agreement.

6.2 The Customer may have the benefit of conditions and warranties and other rights implied by law which cannot be excluded by agreement. Nothing in this Agreement shall be taken to limit in any way the benefit of those conditions, warranties and rights.

6.3 Where NRG is permitted to limit its liability in respect of a breach of such implied conditions, warranties or rights, NRG hereby limits its responsibility to the minimum permissible by law.

7. INSURANCES

7.1 NRG will effect and maintain insurance to cover loss and damage to the cylinders during the term of this Agreement.

7.2 Compliance by NRG or the Customer with Clause 6 or Clause 7 of this Agreement does not and shall not be taken to limit or in any way reduce NRG’s rights or the Customer’s obligations under any other provision of this Agreement or at law.

8. DEFAULT OF THE CUSTOMER AND ENDING THE AGREEMENT

8.1 If the Customer fails or refuses to comply with any of its obligations under this Agreement then, without limiting any of its other rights, NRG may terminate the Agreement.

8.2 If the Customer:

(a) defaults in the punctual payment of any fees and other amounts payable pursuant to this Agreement;

(b) defaults in the observance or performance of any of the terms and conditions of this Agreement;

(c) does, or causes to be done, any act, matter, or thing which is likely to endanger the safety, condition or safe keeping of the cylinders;

(d) where the customer is a natural person, has an order made for the sequestration of assets of the Customer;

(e) where the Customer is a company, has a receiver or receiver and manager, or liquidator, or an official manager is appointed over it or its affairs;

(f) enters into any composition or arrangement with its creditors; or

(g) conducts any other event which constitutes or evidences on the Customer’s part, repudiation or refusal to be bound by this Agreement; then

NRG, without limiting its other rights, is entitled to the immediate return of the cylinders and to terminate the Agreement.

8.3 Where an event in subclauses 8.1 and 8.2 occurs, the Customer authorises NRG to enter the Location Site and remove the cylinders.

8.4 Where an event occurs in relation to lost, stolen or damaged cylinders occurs, subclause 4.6 will apply.

9. RETENTION OF TITLE AND ASSIGNMENT

9.1 The Customer acknowledges and agrees that:

(a) NRG retains full title to the cylinders notwithstanding the possession and use of the cylinders by the Customer;

(b) the Customer shall not have any right, title or interest in the cylinders other than the right to have the cylinders exchanged by NRG in accordance with this Agreement;

(c) the cylinders shall remain personal property and shall not be deemed real property by reason of being attached to any property at the Location Site;

(d) the Customer shall not transfer, deliver, assign or encumber the cylinders in favour of any person otherwise expressly permitted by NRG.

10. PERSONAL PROPERTY SECURITIES ACT

10.1 The Customer acknowledges and agrees that:

(a) the interest of NRG in the Personal Property may be registered on the PPSA Register;

(b) NRG is entitled to register its interest on the PPSA Register under these Terms and Conditions as a purchase money security interest;

(c) notwithstanding any other provision of this document:

i. it has received value as at the date of first delivery of the Personal Property and has not agreed to postpone the time for attachment of the security interest (as defined in the PPSA) granted to the Customer under this document;

ii. the Personal Property is in Australia at the Commencement Date and the Customer warrants that the Personal Property will remain located in Australia during the Term; and

iii. neither the Customer nor NRG will disclose any information to any interested person unless required to do so under the PPSA.

11. CAMPAIGN STARTING 1st MAY 2024

11.1 Unable to gain access to the property due to locked gates or aggressive dog/s.

11.2 No access to cylinders.

11.3 Public Holidays

11.4 Natural Disaster – cyclone/flood/fire

11.5 Delivery to suburbs as per NRG’s roster/schedule

11.6 Order to be placed by COB of previous day before scheduled delivery day.

 

TERMS OF THE CAMPAIGN STARTING 1st MAY 2024

1 Unable to gain access to the property due to locked gates or aggressive dog/s.

2 No access to cylinders.

3 Public Holidays

4 Natural Disaster – cyclone/flood/fire

5 Delivery to suburbs as per NRG’s roster/schedule

6 Order to be placed by COB of previous day before scheduled delivery day.