Retail Supply of Natural Gas Contract

  • Mandatory
Date: 1 Jul 2020 - 30 Jun 2024
Updated: 20 Dec 2019
Managed: NSW Procurement Contact owner
Type: Whole of government
Scheme Number: 4000
The contract covers retail supply of natural gas for small sites in NSW and the ACT with consumption under 10 terrajoules per year.
AGL contract ended 30 June 2020

From 1 July 2020, Origin Energy Retail Limited is the new supplier on this contract.

AGL customers are advised to transition to Origin. From 30 June 2020, AGL’s standard market rates apply.

Origin contract effective 1 July 2020

Contract 4000 provides the retail supply of natural gas to:

  • NSW Government small sites where consumption is less than 10 terajoules per year
  • eligible non-government customers in NSW and ACT with consumption below 10 terajoules per year.

NSW Government agencies are mandated to use this contract.

Non-government eligible buyers are not mandated but may use this contract for its retail supply of natural gas to small sites. Eligible customers in NSW and ACT need to sign and execute a Retail Gas Supply Agreement (RGSA) to establish an account.

Key contract features

Price certainty

  • pricing model with 2 components: commodity rate plus distribution charges
  • commodity rates fixed for the term of the contract
  • distribution charges are subject to changes as they are passed through at actuals
  • competitive rates against market rates at the time of contract establishment.

Transparency on charges

Gas bills are comprised of commodity rates and regulated charges, such as distribution charges. Contract 4000 provides transparency on all charges at the contract level. All charges are bundled together on customer invoices.

Consolidated billing at no extra cost

Customers may request a consolidated bill covering multiple MRIN’s on their RGSA. Origin will not charge any additional cost for consolidating individual bills.

Pre-negotiated terms and conditions

NSW Procurement have negotiated fair terms and conditions for this contract.

Supplier performance management

Supplier performance is managed by NSW Procurement with a comprehensive set of Key Performance Indicators measured periodically.

Online portal for customers

Customers have access to Origin's online portal where they can:

  • download their individual and collective invoices
  • search data using MRIN and custom date range
  • generate consumption and usage data.

Consumption and usage reports

Customers may request consumption and usage reports from Origin and set out their reporting requirements on their RGSA.

Savings opportunity

Customers may identify savings through reports and monitoring of consumption and usage data and undertaking energy efficiency initiatives.

Help desk, dedicated customer service team and relationship manager

Origin has a help desk with dedicated customer service representatives with knowledge on contract 4000.

Agencies also have access to Origin's dedicated Relationship Manager. Details of your Relationship Manager can be requested during the signing of the RGSA.

Please refer to the list of suppliers tab for more information on the customer service team.


Combined public and products liability of $20 million.

AGL contract ended 30 June 2020

Expand below to view information about the previous contract with AGL.

This information applies to the contract with AGL ending on 30 June 2020.

AGL contact details

AGL Retail Energy Pty Ltd (ABN 21 074 839 464)

Website: AGL
Address: Level 22 101 Miller Street North Sydney NSW 2060

Umma Khan
Relationship Manager
Phone: 03 8633 6931 or 0499 330 540

Buyers are encouraged to send feedback to NSW Procurement at where they receive either a good or a sub-standard service from AGL.

Key contract features


AGL must provide clients and NSW Procurement with various formats of reporting to help clients to analyse their gas consumption more efficiently, thus reducing consumption costs.

Site consumption reports

Generally multiple site agencies will make use of these reports. AGL will set up the process for compiling these reports and the supply addresses that will form part of the agency customer report and it is to be provided at no cost to buyers.
Buyers can request monthly, quarterly, six-monthly and / or annual account consumption reports.

Estimation methodology

if the metering equipment installed at the site address makes an incorrect reading or fails to operate (either at all, or properly), or if access to the metering equipment at the supply address is denied for any reason, the contractor will estimate the quantity of gas supplied having regard to the buyer's prior billing history, to meter readings subsequently obtained, or by any other procedure established under the NSW Gas Supply Act 1996 or any other relevant law applicable to the contractor.

AGL NSW Government Service team

AGL offers a specialist team as the central point of contact. They can be contacted on 1300 793 477 or by email They can provide support with:

  • billing enquiries, cancelled bills, incorrect rates, etc
  • product and pricing
  • transitioning of roll out of sites
  • invoicing - these reports are maintained by the supplier and reported to NSW Procurement on a monthly basis and errors, if any, are to be resolved within 10 working days.

Complaints and disputes

Any disputes arising between the buyer and AGL should be first dealt with between the buyer and AGL.

Issues should be brought to the attention of AGL’s customer relationship manager Umma Khan for resolution. Buyers should email their concerns to Andre Smith at

If issues remain unresolved, then an email should be sent to the NSW Procurement Service Centre at with all supporting documentation for NSW Procurement to resolve the issue with AGL as required.

On the other hand, buyers should also provide their feedback to the NSW Procurement Service Centre where they received excellent service from AGL.

Government taxes and charges

All taxes, duties and charges imposed or levied in Australia or overseas in connection with the performance of this agreement will be borne by the supplier.

Approved supplier

Address: Level 6, 321 Exhibition Street Melbourne VIC 3000

Help desk

Available Monday to Friday from 8am to 6pm
Phone: 1800 319 299

Relationship Manager

Nasma Carrillo
Relationship Manager
Phone: 03 9652 5323 or 0436 616 130

Code of behaviour

The supplier must, in carrying out this agreement, comply with the codes, policies and guidelines and standards listed in the contract, which includes the Code of Behaviour for the Protection of Children and other Vulnerable People.

The supplier must ensure that all persons working on the site or sites under the contract; including but not limited to the supplier’s employees and managers, consultants and sub-contractors, understand and comply with the requirements shown below:

  • All supplier employees must gain permission to enter the school or facility before commencing work and they may only enter approved areas. The supplier’s representative, or where a sub-contractor is working without the supervision of the supplier, the sub- contractor’s representative, must report their presence to the person in charge of the school or facility on arrival each day and record, in the site visit log, the details of all of the supplier’s or sub- contractor’s employees working at the site or sites that day.
  • Supplier employees should avoid talking with, touching or interacting with any children or residents or other users of the school or facility, except where the work requires it, or in an emergency or safety situation.
  • Supplier employees must only use approved toilets and other facilities, unless the person in charge of the school or facility gives written authority to use alternative arrangements.
  • The work area must not be able to be used or accessed by children, or residents or other users of the school or facility while work is in progress. Clear signs and barricades (where appropriate) must be used to prevent any inadvertent or unauthorised access.
  • Appropriate privacy must be maintained when working on toilets and similar facilities. Supplier Employees must ensure that toilets and similar facilities are not occupied or in use by children, residents or other users before entering to perform work, and that work does not continue when use of the facilities is required.
  • Where practicable male employees should perform work on male facilities and female employees on female facilities.
  • Supplier employees must wear clothing that is tidy and in good condition, including a shirt, shorts or trousers or skirts at all times.
  • Supplier employees should report any concerns about children’s behaviour or child abuse to the person in charge of the school or facility.
  • Supplier employees must wear or carry an identity card at all times when on the site or sites.

How to register

A customer contract Retail Gas Supply Agreement (RGSA) needs to be signed with Origin.

A RGSA allows customers understand the terms of contract 4000 and add, remove or amend site details as required.

How to add or remove sites

Customers may add or remove sites with prior written consent of Origin.

If more sites need to be added or removed, buyers will complete, sign and return a roll-in/roll-out form. To request a form please email

Where a complete site disconnection has been requested, the site will remain with Origin until de-energisation occurs and a final invoice is provided for payment.

Customers should seek confirmation of account closure from Origin once the site has been de-energised.


Please contact either Origin on 1800 319 299 or or NSW Procurement at for applicable rates on Contract 4000.


Customers can download invoices from Origin's online portal.

For access to the online portal, please contact Origin on 1800 319 299 or

Complaints and disputes

If a dispute arises, then both the customer and supplier are recommended to use their best efforts to resolve the dispute. The customer should attempt to first resolve the matter through discussions with the supplier’s customer service representative. Customers should email their concerns to

If issues remain unresolved, then an email should be sent to NSW Procurement Service Centre with all supporting documents.  NSW Procurement will resolve the issue with Origin as required.

Customers who have received excellent service from Origin and wish to acknowledge this are urged to send this feedback to the NSW Procurement Service Centre.

Government taxes and charges

All taxes, duties and charges imposed or levied in Australia or overseas in connection with the performance of this agreement will be borne by the supplier.

Third party purchasing

Clause 6 of the Public Works and Procurement Regulation 2019 allows the NSW Procurement Board to provide access to suppliers of public sector bodies to state contracts standing offer agreements for the provision of goods and services. These suppliers are known as Nominee Purchasers. The public sector bodies making the nominations are known as Nominating Agencies.

'Nominee Purchaser' means a supplier to a public sector agency, nominated by the public sector agency to be authorised to place Orders under Standing Offer Agreements for works done as such a supplier and registered by NSW Procurement.

Access of nominee purchasers to NSW Government contracts standing offer agreements:

  • is limited to standing offer agreements relevant to the contract between the nominating agency and the nominee purchaser, and which are specifically listed in the nominee purchaser’s registration and
  • is for a fixed period of registration, usually ending on the completion of the term of the contract between the nominating agency and the nominee purchaser.

A nominee purchaser must not purchase goods or services under a NSW Government contract standing offer agreement, unless they are related to its obligations under a contract with a public sector agency and are used during the term of such a contract or included or incorporated in works, goods or services to be provided to the public sector bodies.