Where WA’s natural gas comes from

There are three parts to WA’s natural gas supply chain:

1. Producers: Western Australian gas producers involved in the exploration, extraction, and processing of natural gas.

2. The Distributor/Network operator: The WA gas network operator, ATCO Australia, that transports gas to homes and businesses and is responsible for maintaining the network of pipes and meters.

3. Retailers – Gas retailers, such as Kleenheat, who purchase gas from WA producers, work closely with the network operator ATCO, and provide billing options to customers for their gas use.

WA’s natural gas is produced from gas fields within WA, including offshore fields off Karratha in the state’s North West.

From there, it’s transported through transmission pipelines to ATCO’s distribution network (the underground gas pipes in your suburb), then through your gas meter into your home or business.

Role and responsibilities

In WA, retailers and the network operator work together to get gas to your home and sort out things like your account, bills, and meter reads. They also work closely with other organisations that set gas market rules, run parts of the market, and help resolve complaints if you can’t fix them with your retailer.

Your retailer (Kleenheat)

As your natural gas retailer, we’re responsible for:

• setting up and managing your account (including plan changes)
• billing you for your gas usage and daily supply charges, based on meter readings
• helping you move in or out of a property (including arranging move-related meter reads
• coordinating with ATCO for metering services (including meter reads and meter-related service orders)
• answering questions about your bill, charges, concessions and discounts
• support options if you’re having trouble paying your bill (for example, payment plans), or are impacted by family and domestic violence
• handling complaints and disputes
• letting you know who to contact for urgent safety issues (ATCO is the emergency contact for suspected gas leaks, faults or hazards. You can reach them by calling 13 13 52).

You should contact us for most matters relating to your natural gas account or bill.

The network operator (ATCO Australia)

ATCO Australia owns, operates and maintains the natural gas distribution network in WA. The network is around 14,500 km of underground pipelines and supplies approximately 800,000 homes, including the Perth metropolitan area and some regional centres.

ATCO is responsible for the pipes and meters that deliver gas to your property, including:

• meter readings
• installing and servicing gas meters
• connecting new customers to the network
• ensuring the natural gas network operates safely and efficiently

ATCO typically reads household gas meters once every three months to record usage for billing. It may also take a meter read when you move in or out of your property.

For account and billing questions, contact us. If you suspect a gas leak, fault or hazard at your property, call ATCO on 13 13 52.

The Minister for Energy

The WA Government, through the Minister for Energy, sets standard gas tariffs (regulated maximum prices) for residential natural gas customers in Western Australia. These tariffs limit the rates that retailers can charge under standard offers for gas supply and usage.

The Government also sets the policy direction and legal framework for the state’s gas sector and retail gas market. This includes customer protections, market arrangements and working with agencies that administer and enforce different parts of the system.

Australian Energy Market Operator (AEMO)

AEMO helps operate the WA gas retail market by running the systems and procedures used when customers connect, move, or transfer between retailers. This supports the exchange of information between retailers and the network operator, so supply and metering activities (like meter reads) can be set up correctly.

Economic Regulation Authority (ERA)

The ERA is WA’s independent regulator for parts of the energy sector and aims to ensure consumers pay no more than necessary for safe and reliable utility services. In the natural gas market, the ERA licenses gas retailers and distributors and sets customer protection requirements that they must follow.

Energy and Water Ombudsman WA (EWOWA)

If you have a complaint about your gas account or bill and you can’t resolve it with your retailer, you can contact the Energy and Water Ombudsman WA (EWOWA). EWOWA is an independent, free service that helps resolve disputes between customers and energy providers.