Only registered gas fitters should install your gas equipment. You can ask any tradesperson to show their ID card to confirm they’re legitimate. This ID card is issued by the Plumbers, Gas Fitters and Drainlayers Board. 

If there is a gas fire, call 111 immediately.

If you suspect a gas leak, call our dedicated emergency number: 0800 436 020.

Other times you should quickly evacuate:

• If you see bushes or shrubs around the base of your property that have browned unusually quickly you may have a leak.

• If you smell gas and there are sparks or flames present, leave immediately.

• If you hear gas "hissing" you potentially have a major leak, go outdoors immediately.

• If your gas supply is inexplicably interrupted and it affects all appliances go outside and call your gas provider (Genesis business customers should call on 0800 600 900 and press option 1 and Genesis residential customers call on 0800 300 400 and press option 1).

In all circumstances relating to gas, it's better to be safe than sorry.

Genesis no longer refills customer owned bottles. However, our partner Bobs Gas is operating refilling from our Kopu depot. This is a refill service only, not a swap service where you are able to exchange an empty bottle for a fill one.

Bobs Gas Kopu – operating from Genesis Kopu depot

52 Ngatimaru Highway, Kopu, 3578

Not open on public holidays. 

• Ensure any gas fitting is carried out by a licensed gasfitter and ask to see their practicing license ID card
• Avoid adjusting the LPG regulator or indicator; they are calibrated to signal an empty bottle with a red gauge, helping our drivers efficiently identify and replace the bottle for uninterrupted supply
• Get your gas appliances regularly serviced
• Gas appliances must be properly ventilated
• Get your LPG cabinet heater and cylinder checked every year by a licensed gasfitter
• Check before you dig

Firstly, check the regulator on top of the bottles to see if your bottles are empty. If there’s still gas in at least one of the bottles, check to make sure your bottles are turned on and check your appliances for basic errors such as a pilot light having gone off. If there’s no obvious explanation, call your gas fitter. 

A regular service will keep your gas appliances running safely and efficiently.

• Gas fireplaces and LPG cabinet heaters should be serviced every year. Other space heaters and water heaters should be serviced at least every two years.
• When a licensed gas worker carries out work in your property, ask them to double check that all your appliances are properly installed and maintained in good working order. Consider replacing old appliances and avoid buying second-hand ones.
• Poorly maintained appliances or blocked flues or ventilation can produce carbon monoxide, which can be fatal.

Make sure all gas appliances are properly ventilated

• Gas appliances need fresh air to operate safely and efficiently. Only use unflued appliances (no vent or chimney) in areas that are extremely well ventilated.
• Never use an unflued gas appliance in a confined space like a bedroom, bathroom, bach/tiny house, or caravan.
• Outdoor gas appliances like patio heaters and barbecues should never be used inside.

• The type of gas we pipe to homes and business in the South Island (or that you get out of gas bottles) is called liquified petroleum gas (LPG).
• LPG is heavier than air. If there’s a leak the gas will sink and collect in low-lying areas like drains and vents.
• All gas has a sulphur smell, like rotten eggs. If you can smell this, it could be a gas leak.

Tip: If you really want to be safe, you can buy a gas detector. There are a number of companies that sell gas detectors.

There are a number of LPG installation requirements that must be met at all times to ensure the health and safety of yourself and our drivers. If we notice at any time the situation at your property does not meet these requirements, we’ll tell you:

• The reasons why your property does not meet the requirements

• What steps you need to take in order to have LPG with us again

Even if LPG has been previously delivered to your property, we won’t be able to deliver again until your property is safe and compliant.

You can check out a list of the full requirements here.

If you’re out of gas and want to book an urgent delivery you must first check:

• You’re fully out of LPG by pouring warm (not boiling) water down the side of the LPG bottles. As LPG is very cold, a line of condensation should appear where the level of LPG is, within 30 seconds to 2 minutes

• None of your appliances have any faults

You must also agree to:

• Pay an extra fee in addition to the standard delivery charge

• Pay for a delivery of 2 bottles

To then book the urgent delivery:

• For residential customers - call 0800 300 400 and follow the options for bottled gas/LPG queries

• For business customers - call 0800 600 900 and follow the options for LPG bottle refill orders

We will confirm costs for urgent delivery and time as this may not be possible during busy periods.

Most households will run off two gas bottles at a time so you have a backup when one runs empty offering an uninterrupted supply. 

One bottle (primary) provides the main supply and the other (reserve) is a backup that provides extra gas when required. When the primary bottle is empty, the regulator changes over to the reserve bottle and the indicator turns red.

Please refrain from adjusting or changing the LPG regulator or indicator on your gas bottles. These devices are calibrated to signal when a bottle is empty with a red gauge. This system helps our delivery drivers efficiently identify which bottle needs replacement, ensuring a continuous gas supply.

You need to check the indicator on a regular basis to see if it is empty. 

• If you use your bottled gas for heating, make sure you check every second day during winter.
• Sometimes the indicator will dip into the red and then return to green or black, usually when there are a lot of appliances drawing from the bottle at the same time. To ensure the bottle is empty, check the indicator without any appliances on 12 hours after and order a refill if it's still red.

To avoid the risk of running out of gas, we recommend that you regularly check your cylinders and place an order as soon as 1 cylinder is empty.

We recommend you leave both cylinders turned on as this allows good continuity of supply at times where you may need more gas pressure than 1 bottle allows.

When LPG from your second cylinder is drawn (to boost the pressure required to run multiple appliances) this does mean that when your primary cylinder becomes empty, it is common for the secondary cylinder to not be full and not last as long as you would expect.

You can do a water test to see how much gas is left in your cylinders by:

• Use tempered water from the hot water tap. DO NOT use boiling water, as this risks scalding and is not necessary.
• With care, slowly tip the water down the side of the cylinder.
• Look for a condensation line appearing on the side of the cylinder or run your hand down the side of the cylinder feeling for a change in temperature.  Where the condensation line or temperature change occurs indicates the LPG level within the cylinder. 
• NEVER shake or rock cylinders to see if they are empty or not. This may damage the pigtails and fittings and also is not a reliable method to know if a cylinder is empty or not.

Having gas bottle refills safely delivered to your property is a crucial part of using LPG in your home. New Zealand households using bottled gas will likely require between 4 and 12 gas bottle home deliveries every year, so it’s important to know what to expect with your LPG bottle deliveries, and what you can do to make sure your Genesis bottled gas delivery goes smoothly. 

Top tips to make gas bottle delivery easy

• Ensure that your property is free of hazards – gas bottle deliveries will not be made if there is a health and safety risk to the delivery drivers.
• You don’t need to do anything with the existing bottles in the lead up to your gas bottle delivery – the driver will know which bottles need replacing based on the indicator on the appliance.
• Make sure there is space for the delivery driver to park safely and legally while making the delivery.
• Ensure trees are trimmed for the delivery truck, the access way is clear, and the ground is firm and non-slippery as the bottles are heavy.
• Ordering by 1pm the day before will help us deliver your bottles on time.

How do I know that my bottled gas has been delivered?

You'll receive an SMS or email when we've delivered your bottles. If we don’t have contact details for you, we'll leave a card. 

Note that Genesis gas bottle deliveries are not scheduled on public holidays, so make sure you check your bottles in the lead up to public holidays to see if you’ll need a bottle delivered before the holidays. Unscheduled deliveries may incur an additional fee. If you’d like to learn more about what makes up your bottled gas bill explore our LPG pricing breakdown. 

Where is my delivery?

The easiest way to track your order and check the delivery date is through Energy IQ.

I’ve run out of gas quickly, were they full when delivered?

All our LPG bottles are filled and weighed at our local LPG Depots, before being loaded on to a delivery truck. Our delivery trucks also have location trackers on them, to tell us which address they have delivered to. If you believe we delivered an empty bottle, replaced the incorrect one, or not delivered at all you must first check:

• You’re fully out of LPG by pouring warm (not boiling) water down the side of the LPG bottles. As LPG is very cold, a line of condensation should appear where the level of LPG is, within 30 seconds to 2 minutes

• Your LPG bottles are both turned on. You can check both bottles are turned on by turning the top of each one

• Check your appliances are on (and also check if they need to be reset like an infinity hot water system does after a power outage).

If you have completed these checks and still have no LPG, or very little, please contact us:

• For residential customers – call 0800 300 400 and select option 3

• For business customers – call 0800 600 900 and select option 2

The easiest way to order another LPG bottle is through Energy IQ.

Do this through our mobile app – just a few taps and the gas is on its way. You can also jump online and do it.

Here's how:

1. Login to Energy IQ (if not already logged in)
2. Select Order more Bottled Gas from the dashboard
3. Select Place order from the Bottled Gas page
4. Select the amount of bottles
5. Select Place order/Submit order

Don't have our app yet? Simply download it from the App Store or Google Play Store today.

You can also order on the phone through our automated system without needing to wait to speak to anyone. Make sure you have your LPG customer number handy.

• For residential customers – call 0800 300 400 and follow the options for bottled gas/LPG queries

• For business customers – call 0800 600 900 and follow the options for LPG bottle refill orders

Gas bottles for household or business use are too large to take to a refilling station (unlike 9kg bottles used for barbecues etc.) When your gas bottle is empty, you will need to arrange for your bottled gas provider to refill it for you.

Place an order in Energy IQ or call us and we'll deliver a full bottle on the next available delivery day in your area, excluding weekends and public holidays.

If you require an urgent delivery an extra fee is payable in addition to the standard delivery charge. Please contact us on 0800 300 400 (for your home) or 0800 600 900 (for your business) to confirm costs for urgent delivery and time as this may not be possible during busy periods.