If you have a gas cylinder for your hot water, there are a few things to double-check before you contact us for further help.

If a technician is dispatched and doesn't find an issue, you will be charged a call-out fee.

Internal issue

• Hot water cylinder issue
• Plumbing fault

External issue

• Gas meter shut off

Is the hot water cylinder switched on?

This is a very basic step but please ensure that the gas meter is on and functioning correctly. 

Is water leaking from the hot water cylinder?

If waster is leaking to the burner or pilot flame, this can cause the gas cylinder go out. You need to call a plumber to check and fix the issue first.

Has the pilot flame blown out?

A pilot flame is a small gas flame that works as an ignition source for your gas cylinder. You might need to re-light it according to the cylinder manufacturer's instructions.

Have you recently changed your hot water cylinder?

If you have recently changed your hot water cylinder, there may be an underlying issue with the tank itself. If this is the case, a installed the hot water cylinder should probably investigate the issue first.

How to Report a Hot Water Fault?

If you have not found any internal issue with the hot water cylinder and your hot water cylinder is heated by gas then contact a registered plumber.

If your hot water cylinder is heated by electricity, please notify us of the issue. We will promptly arrange for a technician from your electricity network provider to visit your location and perform an assessment. This step is crucial to determine if the problem is related to the network line or requires further attention.

During the site visit, the technician will inspect your hot water system to ascertain whether the issue stems from the network line or requires a different course of action. If the problem is not network-related, the technician will communicate their findings to us for further assistance.