Solstice gas network closure in Victoria

Solstice is closing its gas network in Victoria, which supplies to 10 regional towns: Heathcote, Kerang, Lakes Entrance, Maldon, Marong, Nathalia, Orbost, Robinvale, Swan Hill and Terang. 

You can receive support from Solstice to switch to bottled LPG or electricity via its webpage.

EWOV cannot make Solstice continue to supply gas to your property or town. We cannot stop the network closure – even if you have raised a complaint with us. 

We cannot consider any agreement Solstice has made with the Victorian Government about the network closure. 

On a case-by-case basis, we may consider complaints about the support Solstice provides, as described within the What can EWOV do to help me? section on this page. 

If the network closure causes your supply to be disconnected, we can’t make Solstice reconnect your gas supply. 

This is because Solstice is closing its Victorian gas network. It is not possible to reconnect to Solstice supplied gas after the closure date. 

The early closure of Solstice’s gas network is a decision that was made in consultation with the Victorian Government. EWOV cannot consider complaints about a governmental decision. 

Solstice has offered to assist customers with conversion to LPG or provide a payment for customers to use towards converting to LPG or electrifying.  

For Solstice complaints we can consider, see the What can EWOV do to help me? section on this page.

If you have raised a complaint with Solstice that remains unresolved or you are dissatisfied with the way Solstice has considered your circumstances, EWOV may be able to help resolve your complaint. 

Below are the types of Solstice complaints that EWOV can help with and the ones that we can’t consider. 

EWOV can consider the following complaint matters

• Customer service issues in Solstice’s notification, engagement and support to transition to a new energy supply.
• Whether Solstice provided clear, accurate and timely information about options, assistance and deadlines.
• Incorrect information, representations and related service issues.
• Whether a consumer experienced additional loss caused by Solstice’s conduct that was unnecessary or avoidable.
• Whether the compensation and assistance provided by Solstice is fair and reasonable in your individual circumstances.

If you think your complaint relates to any of these situations and you’ve contacted Solstice or attempted to contact them, and can’t resolve the issue, you can lodge a complaint with us.

To start a complaint with us about Solstice or learn more about our complaint process, visit our Start a complaint page.

EWOV cannot do the following

• Require Solstice to continue supplying gas or keep the network operating.
• Stop, pause or delay network closure, disconnection or decommissioning.
• Reconsider, enforce or decide the terms of any agreement between Solstice, government or regulators.
• Act as the energy regulator or determine whether the Essential Services Commission should take action regarding the network closure.
• Hear complaints solely about the decision to decommission the network.

We encourage you to work with Solstice for support to transition your energy supply off gas before the network closure date for your town, as listed on the Solstice website.

You're entitled to either of the following two options from Solstice:

• Self-managed: You receive an upfront payment that you can put towards organising a new energy supply.
• Solstice-supported LPG switch: Solstice organises LPG installation, at no cost to you.

Follow the step-by-step guide on the Solstice website. These options are only available for a limited period before the network closure.

If you have a complaint that you have not been able to resolve with Solstice, see the What can EWOV do to help me? section on this page.

If you do nothing, your gas will be disconnected from the network closure date. We are unable to stop Solstice from closing its network, as described within the What can EWOV do to help me? section on this page.

Solstice is offering support to set up an alternative energy supply for its customers before the network closure dates. 

You are not required to take up an alternative energy supply, but you should consider if you need it to power your home or business.

If you have a complaint that you have not been able to resolve with Solstice, see the What can EWOV do to help me? section on this page

Mid-to-late 2026. Each town’s network “decommission from” date and transition support window is published on the Solstice website.

Solstice has published that the gas networks have become too expensive. 

This is because the gas supplied to these towns is not through a pipeline but instead trucked in, after being compressed in another location. This is a Compressed Natural Gas network and it costs more.

EWOV’s role is to provide an independent and impartial external dispute resolution service for individual Victorian energy consumers. 

For Solstice complaints, EWOV’s role is to assess whether Solstice’s conduct and the outcome offered to a consumer, is fair and reasonable in the circumstances. In determining what is fair and reasonable, EWOV will have regard to Solstice’s plan to transition customers off its Compressed Natural Gas network, Solstice’s conduct and customer service before and, where relevant, after disconnection and the consumer’s individual circumstances.

The Victorian Government has set out support for customers who want to electrify at Supporting Solstice customers.

Information and options for Solstice customers is published on Solstice’s webpage: Helping you switch to cheaper energy.