Frequently Asked Questions

An internal installation comprises all piping and associated fittings extending from the outlet of the service box to the gas-burning appliances, excluding the meter and metering equipment. The internal installation is installed by a certified installation company, with the cost borne by the owner of the independent unit. Ownership of the installation also rests with the owner of the independent unit.

All design, installation, maintenance, alteration and repair work must be carried out by certified installation companies in accordance with the applicable legislation, TS 7363 – Natural Gas: Design and Installation Rules for Building Internal Installations, other relevant standards, and the distribution company’s technical implementation requirements.

An internal installation project is a technical document setting out the specifications of the natural gas installation to be constructed within a building or independent unit, including the gas-burning appliances, meters, piping routes and other installation components. The project is prepared by a certified installation company and submitted to the distribution company for approval.

No. Subscribers cannot submit an internal installation project directly to the distribution company. To ensure that the natural gas installation is designed in compliance with the applicable technical regulations and standards, the internal installation project must be prepared by the certified company contracted by the property owner and submitted by that company to the distribution company for review and approval.

A certified installation company is an individual or legal entity authorised under the applicable legislation to carry out the design, installation and alteration of natural gas internal installations, submit applications for inspections, and perform other related activities, having obtained an Internal Installations and Service Lines Certificate from the relevant distribution company.

All project design and installation work relating to natural gas internal installations may be carried out only by authorised companies holding a valid certificate.

Information on certified installation companies is available in the list of certified companies published on the distribution company’s website. Internal installation projects and installation works may be carried out only by companies listed with “Authorised” status. Companies whose authorisation has been suspended or terminated, or whose certificate has been revoked, are not permitted to carry out internal installation work.

Yes. An agreement with a certified installation company must be entered into before any internal installation work can be carried out. The Natural Gas Project, Internal Installation Construction, Maintenance and Repair Agreement, which defines the scope of the project design, installation, maintenance and repair work as well as the rights and obligations of the parties, is entered into between the owner of the building or independent unit and the certified installation company.

A sample agreement containing the minimum required terms and conditions is available under the subscription procedures and internal installation process section. To protect your rights and interests, it is important to ensure that the agreement you sign contains these minimum terms and conditions.

A tenant may not have a new natural gas installation installed, or make alterations or modifications to an existing natural gas installation, without the property owner’s written consent or authorisation. Where the property owner has provided written consent or authorisation, the internal installation procedures may be carried out through a certified installation company.

Yes. Before the internal installation project is submitted to the distribution company for approval, the certified installation company carrying out the work must obtain a Natural Gas Project, Internal Installation Construction, Maintenance and Repair Package Insurance Policy covering the scope and conditions of the work. This policy provides protection against liabilities arising from the internal installation agreement entered into between the customer and the certified installation company.

The policy must cover damage resulting from the certified company’s fault, negligence, error or lack of due care during the construction, maintenance or repair of the internal installation; losses arising from the company’s failure to fulfil its contractual obligations; and other risks specified in the policy. Coverage must extend throughout the installation period and for 1 (one) year after the installation is commissioned for problems arising from the internal installation. The installation owner is advised to check the scope of coverage, insured amounts and period of validity and to retain a copy of the policy.

A sample insurance policy containing the minimum required information is available under the internal installation process section of the subscription procedures. Please make sure that your policy contains all the minimum required information.

You can track every key stage of your internal installation process through Online Services or the Aksa Natural Gas Mobile App, beginning with the certified company’s submission of your project to the distribution company and continuing through project approval, the installation inspection appointment, the appointment date, the inspection result and other important stages.

Notifications concerning the project application and project approval are sent by SMS to the mobile phone number registered in the system for the property owner. Notifications concerning the request for an installation inspection appointment, the appointment date and the inspection result are sent to the registered mobile phone number of the natural gas supply agreement holder.

In accordance with the Personal Data Protection Law, information relating to the process is shared only with authorised persons. To ensure that all notifications are received, the contact details of both the property owner and the natural gas user must be kept up to date in the system.

Internal installation projects submitted to the distribution company are reviewed within no more than 5 (five) business days from the date of application. Projects that meet the applicable technical and administrative requirements are approved. Projects that meet the applicable technical and administrative requirements are approved.

Once the certified company has made the required corrections and resubmitted the project for review, it will be reviewed within 5 (five) business days from the date of resubmission.

If an internal installation project is rejected, this means that technical, administrative or documentation-related deficiencies or non-compliances have been identified. Once the necessary corrections have been made by the certified installation company, the project may be resubmitted for approval.

You can contact your certified installation company for information on why the project was rejected and what corrections are required.

Once the project has been approved, an SMS notification is sent to the property owner’s mobile phone number registered in the system. Following the instructions provided in the SMS, you must enter into a natural gas supply agreement with the distribution company and pay the applicable security deposit. Once you have completed the natural gas supply agreement and security deposit procedures, you should inform your certified installation company. You can enter into the natural gas supply agreement through e-Government (e-Devlet), Online Services or the Aksa Natural Gas Mobile App.

After the natural gas supply agreement procedures have been completed and the internal installation has been constructed in accordance with the approved project, the certified installation company requests an appointment from the distribution company for the installation inspection and activation of the gas supply. The installation inspection and gas supply activation are carried out within no more than 7 (seven) business days from the date the appointment is requested. The date and time window for the inspection are communicated by SMS to the mobile phone number registered in the system for the natural gas supply agreement holder. If the inspection confirms that the internal installation complies with the approved project, the natural gas supply is activated. Following a successful inspection, a certificate of compliance is issued and signed by the relevant parties, and a copy is provided to the natural gas supply agreement holder.

If any deficiencies or non-compliances are identified during the inspection, the natural gas supply will not be activated in order to protect life and property. The identified issues are recorded on the inspection form. Once the certified installation company has rectified the deficiencies, it must request a new installation inspection appointment.

The Internal Installation Inspection and Gas Supply Activation Certificate of Compliance is a document issued following an inspection by the distribution company, confirming that the internal installation complies with the approved project, applicable legislation, relevant standards and technical implementation requirements.

If the installation passes the inspection and the natural gas supply is activated, the certificate of compliance is signed by the distribution company’s inspection personnel, the authorised representative of the certified installation company, and the natural gas supply agreement holder or their authorised representative. A copy of the certificate is provided to the natural gas supply agreement holder.

The agreement holder should retain this document so that it can be presented when the appliances are commissioned by an authorised service provider and for any procedures for which it may subsequently be required. However, the issuance of the certificate of compliance does not mean that gas-burning appliances may be used before the required procedures have been completed by their authorised service providers.

Internal installation inspections are carried out by the distribution company or personnel authorised by the distribution company. During the inspection, the installation is assessed for compliance with the approved project, applicable legislation, relevant standards and the distribution company’s technical implementation requirements.

No. Natural gas must not be used under any circumstances until the distribution company has inspected the installation, confirmed its compliance and activated the natural gas supply.

Using an installation before the inspection and approval process has been completed poses serious risks to life and property. In addition, using natural gas before the installation inspection procedures have been completed is considered unauthorised or illegal use, and the necessary action will be taken in accordance with the applicable legislation.

What happens if deficiencies are identified during the internal installation inspection? The identified issues are recorded on the inspection form. Once the deficiencies have been rectified by the certified installation company, the company must request a new installation inspection appointment.

Once the natural gas supply has been activated, you should contact the authorised service providers for your boiler, water heater and other gas-burning appliances to have them commissioned. The authorised service provider will check the appliance connections to the internal installation and flue, the suitability of the flue system, and the conditions required for the safe operation of the appliance before commissioning it.

Even if the natural gas supply has been activated by the distribution company, appliances must not be used until they have been commissioned by an authorised service provider.

Under no circumstances should unauthorised persons interfere with the internal installation, appliance connections, flue systems or ventilation openings.

Boilers and other gas-burning appliances must be commissioned by the authorised service provider for the relevant appliance. The authorised service provider commissions the appliance after checking its connection to the internal installation and flue, the installation of the flue system, and the conditions required for its safe operation.

Commissioning carried out by unauthorised persons poses a safety risk and may affect the appliance warranty.

Once your gas-burning appliances have been commissioned by an authorised service provider, they should be operated in accordance with the manufacturer’s instructions, and periodic maintenance should be carried out by authorised service providers.

If a boiler, water heater, cooker or other gas-burning appliance is to be replaced, modified or relocated, you must contact a certified installation company before any work is carried out and inform the distribution company.

If you notice a smell of gas, a problem with the flue, an appliance malfunction or any other unusual condition, do not use the appliances. In such cases, shut off the meter valve, ventilate the premises and call the 187 Natural Gas Emergency Line from a safe location.

A domestic appliance is a gas-burning appliance used in homes or similar residential premises to meet everyday needs such as space heating, hot water supply and cooking. Boilers, water heaters, cookers and natural gas heaters are classified as domestic appliances.

A central heating system is a system in which the heating and/or hot water requirements of an entire building or multiple independent units are met by boilers, cascade systems or similar appliances located in a shared boiler room.

Yes. Steel natural gas pipes should be coated with an anti-corrosion primer and then painted with oil-based paint to protect them against corrosion. Painting should be carried out only after the installation inspection and testing procedures have been completed and the installation has been approved.

However, corrugated flexible pipes used in flexible piping systems do not need to be painted. These pipes are made of stainless steel and have a protective outer coating that does not require painting.

No. Ventilation openings and grilles in areas containing gas-burning appliances must never be closed, reduced in size or taken out of use. These openings allow fresh air to enter the premises, helping to ensure the safe operation of gas-burning appliances. They must therefore not be obstructed by furniture, cabinets, curtains, cladding or other materials.

Before replacing a boiler, water heater or other domestic gas-burning appliance, you must contact a certified installation company. The certified company will compare the type, capacity and installation location of the new appliance with the existing approved project to determine whether an alteration project is required and will submit any necessary applications to the distribution company.

If the appliance type and installation location remain unchanged, there is no increase in capacity, and no other changes are made to the existing installation that would require an alteration to the approved project, the appliance may be replaced without preparing an alteration project. If these conditions are not met, an alteration project must be prepared and submitted to the distribution company for approval.

A tenant may not replace a gas-burning appliance without the property owner’s written consent or authorisation. Where the property owner has provided written consent or authorisation, the procedures must be carried out through a certified installation company.

Following replacement of the appliance, the distribution company will inspect the installation. If the installation passes the inspection, a Gas-Burning Appliance Replacement Installation Inspection Certificate will be issued and provided to the natural gas supply agreement holder. This certificate must then be presented to the appliance’s authorised service provider so that the new appliance can be commissioned.

The appliance must not be used until the distribution company has completed the installation inspection and the appliance has been commissioned by its authorised service provider.

Relocating a boiler, water heater or other gas-burning appliance requires changes to the appliance connections and natural gas installation, as well as an alteration to the approved project. You must therefore contact a certified installation company before relocating the appliance.

The certified company will prepare the necessary alteration project and submit it to the distribution company for approval. The appliance must not be relocated or used until the project has been approved and the required installation work has been completed by the certified installation company. Once the distribution company has completed its inspection of the installation, the appliance must be commissioned by its authorised service provider.

A tenant may not relocate gas-burning appliances or make alterations to the existing natural gas installation without the property owner’s written consent or authorisation. Where the property owner has provided written consent or authorisation, the procedures must be carried out through a certified installation company.

Any work carried out on the natural gas installation or gas-burning appliances by unauthorised persons poses a serious risk to life and property.

During painting, plastering, wall cladding, kitchen renovation, cabinet installation or similar decoration and renovation work, natural gas pipes, meters, valves, appliances, flue connections and ventilation openings must not be altered or interfered with under any circumstances.

Natural gas pipes and valves must not be enclosed or concealed behind fixed furniture or cladding materials and must remain readily accessible for inspection whenever required. Ventilation openings and flue gas exhaust systems must not be obstructed or reduced in size, and no work should be carried out that could impair their proper functioning.

As decoration or renovation work in areas containing natural gas installations or gas-burning appliances may pose a safety risk if it could affect the installation or appliances, you should contact the distribution company before work begins to have the natural gas supply suspended.

If the renovation requires the natural gas installation, gas-burning appliances or flue to be relocated, you must contact a certified natural gas installation company. Once the necessary alteration project, installation work and inspection procedures have been completed, the distribution company will inspect the installation and, if it is found to comply with the applicable requirements, restore the natural gas supply. Gas-burning appliances must not be used until they have been commissioned by their authorised service providers.

Before leaving home, make sure that cookers, boilers, water heaters and other natural gas appliances are switched off, and close the meter and appliance valves.

During the winter months, if there is a risk of the boiler or water pipes freezing, the boiler’s electricity and natural gas supply should not be completely disconnected. The appliance should be operated in frost protection mode or at a low temperature setting, in accordance with the manufacturer’s instructions. If you are unsure about the appropriate settings, contact the appliance’s authorised service provider for assistance.

Ventilation openings must not be closed, and no alterations or other work should be carried out on the natural gas installation or appliances. If you smell natural gas when you return home, please refer to our Emergency Guide for detailed information on the steps you should take.

Gas supply activation under a renewed agreement refers to the installation inspection and gas supply activation carried out after a new natural gas supply agreement has been entered into in the name of a new user at premises where the previous natural gas supply agreement was terminated and the gas supply subsequently suspended. As part of this process, the distribution company checks the internal installation for compliance with the requirements for natural gas use and applicable safety requirements. If no deficiencies or non-compliances are identified, a certificate of compliance is issued and the natural gas supply is activated.

If any deficiencies or non-compliances are identified, the natural gas supply will not be activated. Depending on the nature of the issues identified, the necessary work must first be completed by the relevant parties, after which a new inspection and gas supply activation appointment must be scheduled.

You can request an appointment through the Aksa Natural Gas Mobile App, our Solution Centre on 444 4 187, or our Online Services channel.

Once the procedures relating to the natural gas supply agreement have been completed and the security deposit has been paid, the gas supply activation process will be carried out within no more than 4 (four) business days.

The date and time window for the inspection will be communicated by SMS to the contact number registered in the system for the natural gas supply agreement holder. To enable the inspection to be carried out on the scheduled date, the natural gas supply agreement holder or their spouse must be present at the premises.

If the distribution company’s inspection confirms that the installation complies with the applicable requirements, the natural gas supply will be activated. If any deficiencies or non-compliances are identified, the necessary work must be completed by the certified installation company, depending on the nature of the deficiency. Once the deficiencies have been rectified, a new gas supply activation appointment must be scheduled.

You can request an appointment through the Aksa Natural Gas Mobile App, our Solution Centre on 444 4 187, or our Online Services channel.

Only domestic gas-burning appliances, such as cookers, boilers, water heaters and natural gas heaters may be used in residential premises. Any appliance to be installed must be suitable for operation with natural gas and comply with the applicable technical regulations and product legislation. The installation conditions for the appliance must also comply with the manufacturer’s instructions, applicable standards and the distribution company’s requirements.

You can check whether an appliance has the required certificates of conformity through the GAZBİR–GAZMER Product Approval Enquiry page published by the Natural Gas Distribution Companies Association of Türkiye.

Second-hand natural gas appliances may be used provided that they were manufactured in accordance with the legislation in force when they were placed on the market and have the required certificates of conformity.

However, second-hand appliances cannot be put into use without first completing the required procedures. Before installation, you must contact a certified installation company. Depending on the appliance type, capacity and installation location, the company will carry out the necessary project procedures or gas-burning appliance replacement procedures.

The appliance’s technical condition, safe operation and suitability for commissioning must also be assessed by an authorised service provider, which must provide clear written confirmation that the appliance is suitable for use. Following the certified company’s project or gas-burning appliance replacement application, the appliance may be used only after the distribution company has inspected and approved the installation and the appliance has been commissioned by its authorised service provider.

The fact that an appliance is physically operational does not in itself mean that it can be used safely with a natural gas installation.

A gas-burning appliance may be installed on an open balcony or in a kitchen or similar area adjoining the balcony. In such cases, enclosing the balcony changes the ventilation and flue conditions in areas containing natural gas installations, as the balcony becomes an enclosed space. For this reason, before beginning any work to enclose a balcony, you must contact a certified installation company and inform the distribution company to ensure the protection of life and property.

The certified company will assess the existing approved project, natural gas installation, gas-burning appliances on the balcony and in adjoining areas, ventilation openings and flue outlets to determine the work required. If an open balcony containing a gas-burning appliance is enclosed, the nature of the space in which the appliance is installed changes. An alteration project must therefore be prepared and submitted to the distribution company for approval. The certified company will assess the existing approved project, natural gas installation, gas-burning appliance, ventilation conditions and flue outlet, and incorporate the necessary modifications into the alteration project.

Where a balcony containing a gas-burning appliance is enclosed, the appliance’s flue outlet must not terminate within the newly enclosed space and must discharge directly to the outside air. An appropriate ventilation opening must also be provided.

Similarly, if a ventilation opening in an adjoining room previously opened onto the open balcony, enclosing the balcony means that the opening no longer provides direct ventilation to the outside air. In this case, an additional ventilation opening must be provided on an external-facing surface of the enclosed balcony.

If the flue system needs to be removed, refitted, extended or otherwise reinstalled, this work must be carried out by the certified installation company. Once the work has been completed, the authorised service provider must inspect the appliance’s flue connection, the overall installation of the flue system and the conditions required for safe operation before recommissioning the appliance.

A carbon monoxide alarm is mandatory in areas where open-flued boilers, water heaters, natural gas heaters or similar gas-burning appliances are used.

The carbon monoxide alarm must comply with the relevant standards, be correctly installed in the location specified by the manufacturer, and be kept in proper working order. The alarm must be inspected at the intervals specified by the manufacturer and at least once a year. Any alarm that has reached the end of its service life or is faulty must be replaced.

For detailed information on the precautions to take in the event of a smell of gas, a gas leak, a risk of carbon monoxide exposure or other emergencies, please refer to our Emergency Guide.

If symptoms of poisoning such as headache, dizziness, nausea or loss of consciousness occur, you should also call the 112 Emergency Call Centre.

Gas-burning appliances must not be used again until the necessary inspections by the distribution company and the authorised service provider’s inspection of the appliance have been completed.

In wooden and adobe buildings, a gas leak detector is mandatory in every area containing a gas-burning appliance, regardless of whether the building is used for residential or other purposes.

In residential buildings that are not constructed of wood or adobe, a gas leak detector may not be mandatory in every case. When the internal installation project is prepared, the certified installation company will determine whether a gas leak detector is required in accordance with the applicable technical standards. Where required, it will be shown on the project and installed in compliance with the relevant standards.

In commercial premises and boiler rooms, a gas leak detector is mandatory in every area containing natural gas appliances. The gas leak detector must operate in conjunction with a solenoid valve that automatically shuts off the gas supply when a leak is detected.

For detailed information on the precautions to take in the event of a smell of gas, a gas leak, a risk of carbon monoxide exposure or other emergencies, please refer to our Emergency Guide.

If your cooker will not ignite, first check the meter valves to make sure that your natural gas supply is turned on. If the gas supply is available, do not attempt to interfere with the appliance or natural gas installation. Instead, contact the authorised service provider for your cooker. If none of the other natural gas appliances in your home are working, if the meter valve or the building’s main gas valve is closed without any notification card or label having been left, or if there is a gas supply interruption in your area, you can contact the distribution company.

The distribution company does not carry out technical fault diagnosis, maintenance or repair work on gas-burning appliances. Such work must be carried out by the appliance manufacturer’s authorised service providers.

If your cooker is working, this indicates that the natural gas supply is available. If your boiler is not working, do not attempt to interfere with the appliance or natural gas installation. Contact the authorised service provider for your boiler.

The distribution company does not carry out technical fault diagnosis, maintenance or repair work on gas-burning appliances. Such work must be carried out by the appliance manufacturer’s authorised service providers.

Natural gas and gas-burning appliances must be used in accordance with the manufacturer’s operating instructions, and appliances must undergo periodic maintenance and inspections by authorised service providers.

Unauthorised persons must not interfere with the internal installation, appliance connections, flues, ventilation openings, meter or valves. Before replacing or relocating a boiler, water heater, cooker or other gas-burning appliance, or making any alterations to the natural gas installation, you must contact a certified installation company.

You should retain the certificate of compliance provided when your gas supply was activated, together with the authorised service documentation for your appliances.

Under no circumstances should anyone interfere with the meter, meter seals, meter protection box, connection fittings or other safety equipment. Removing, altering or opening this equipment, or tampering with its seals, is considered illegal use and is subject to action under the applicable legislation.

For detailed information on the precautions to take in the event of a smell of gas, a gas leak, a risk of carbon monoxide exposure or other emergencies, please refer to our Emergency Guide.

Boilers, water heaters and similar domestic gas-burning appliances should undergo periodic maintenance by an authorised service provider at the intervals specified in the manufacturer’s operating and maintenance instructions. For boilers, maintenance is generally recommended at least once a year, preferably before the start of the peak usage period. You should obtain and retain the authorised service provider’s maintenance form for all maintenance work carried out.

Boilers used in central heating systems must also be serviced by an authorised service provider at the intervals specified in the manufacturer’s instructions. In addition, the periodic inspections of central heating boilers required under the applicable legislation must be carried out by accredited organisations, and the inspection results must be documented in a report. Authorised service maintenance forms and periodic inspection reports issued by accredited organisations for central heating boilers must be retained and presented upon request.

If you notice any unusual noise, irregular operation, reduced performance, problems with hot water or heating, or any other abnormal condition, you should contact an authorised service provider without waiting for the next scheduled maintenance.

Maintenance, repair and periodic inspection of gas-burning appliances are not carried out by the distribution company.

Flues serving central or individual natural gas heating systems must be inspected, maintained and cleaned at least once a year. If the appliance or flue manufacturer specifies a shorter maintenance interval, or if operating conditions require it, maintenance should be carried out more frequently.

Appliance-to-flue connections and individual flue gas exhaust systems serving boilers, water heaters and similar appliances must be inspected by the appliance’s authorised service provider. The authorised service provider will assess the flue connection, connection components and the conditions required for the safe operation of the system.

The cleaning and maintenance of independent or steel flues connected to central heating boilers, open-flued boilers, water heaters and similar appliances must be carried out by chimney-cleaning companies authorised by the relevant municipality or fire service in the area where the flue is located.

In addition, any periodic inspections, leak-tightness tests and compliance assessments required under the legislation and standards applicable to the flue system must be carried out by accredited organisations. All maintenance forms and inspection reports issued as part of these procedures should be retained.

If there are any signs of damage to the flue, separation at connection points, poor draught, soot build-up, or a suspected release of flue gases into the premises, the appliance must be switched off and an authorised service provider contacted without waiting for the next scheduled maintenance. Flues and flue gas exhaust systems must not be altered or interfered with by unauthorised persons.

A meter valve is the valve located on the inlet side of the natural gas meter that is used to open or shut off the gas supply.

Under no circumstances should anyone interfere with the meter, meter seals, meter protection box, connection fittings or other safety equipment. Removing, altering or opening this equipment, or tampering with its seals, is considered illegal use and is subject to action under the applicable legislation.

A building shut-off valve is the valve located at the point where the natural gas supply enters the building and is used to open or shut off the flow of gas to the building’s internal installation. It enables the building’s natural gas supply to be safely shut off in emergencies, during maintenance and repair work, or where technically required.

Access to the building shut-off valve must not be obstructed, and the valve must remain readily accessible. Unauthorised persons must not interfere with the valve, its connection fittings or any seal fitted to it.

Natural gas meters are, replaced for calibration purposes every 10 (ten) years, in accordance with Article 9 of Law No. 3516 on Measures and Calibration and Article 9(b) of the Regulation on the Inspection of Measures and Measuring Instruments .

Subscribers are not charged any fee for meter replacements carried out as part of the calibration process. Following replacement of the meter, carefully follow the instructions provided on the reverse of the information notice left at the installation to continue using natural gas safely.

Your meter valve may have been temporarily closed due to infrastructure work being carried out in your area or for technical reasons. Once the work that caused the interruption has been completed, a Gas Supply Notification Notice is left at the installation to enable the natural gas supply to be safely restored.

Carefully follow the instructions provided on the reverse of the notice to continue using natural gas safely.

If your meter valve has been closed and sealed, do not attempt to open the valve or interfere with the seal under any circumstances. First, carefully read the information notice that has been left at the premises to determine why the gas supply was shut off and what action you need to take.

Once the necessary procedures and inspections relating to the reason for the shut-off have been completed, natural gas must not be used until the supply has been restored by authorised personnel of the distribution company.