Why Supagas’s medical gas service stands out

Whether it’s a 3am emergency run or helping families and vets navigate medical equipment, Supagas’s medical division delivers more than gas – it delivers care, compassion, and critical support when it matters most.

Before the sun was up one recent morning, Roy Nicolson – Supagas’s National Manager for Medical & Liquid Nitrogen Services – was already on the road. A shipment of oxygen concentrators bound for the Toowoomba branch in Queensland hadn’t arrived as expected, and the equipment was urgently needed. Without hesitation, Nicolson packed the units into his car and personally delivered them.

“That’s just what we do,” Nicolson says. “In this line of work, getting oxygen concentrators to someone urgently can literally mean someone being able to spend another Christmas with their family and not in the hospital. We can’t miss a delivery.”

This quiet act of service is typical of a team that treats every customer with the urgency and empathy their condition deserves. And it’s the culture of ‘Yes We Can’ – Supagas’s ethos of flexibility and care – that drives their medical division forward.

More than just gas supply

Supagas may be best known across Australia for its LPG services, but its medical division is growing fast. Currently, it supplies two core medical gases – oxygen and medical air – with plans underway to expand into nitrous oxide and medical-grade CO₂.

But what sets Supagas apart isn’t just its gas range. These gases support everything from hospitals to veterinary clinics – and they’re backed by the equipment and service needed to deliver them safely and reliably.

“About 30 per cent of our medical business is in equipment,” Nicolson says. “We don’t just provide the gas. We provide the regulators, the masks, the floor concentrators, and portable oxygen concentrators – everything needed for someone to receive care safely at home or in a clinic.”

The portable units, in particular, are a growing market. “They give people freedom,” Nicolson says. “They can go to the shops, see friends, attend appointments. That equipment changes lives.”

From small general practices to aged care facilities and veterinarians, Supagas supports both domestic and commercial clients. They’re also the long-term supplier to Ambulance Victoria – a contract that speaks to the company’s reliability and scale.

Empathy every step of the way

What really sets the Supagas medical team apart is how its people show up – especially during some of the most delicate and emotional moments in a customer’s life.

It’s why Nicolson has built a team with clinical backgrounds, gas industry experience, and – above all – empathy. “One of our team members, Naomi Hankinson [Internal Sales Coordinator – Medical] knows how to connect to our customers, in the right tone, in the right way for the unique person and circumstance.”

And customers agree. Among numerous five-star Google Reviews, one customer wrote of Naomi and the Supagsas team:

As I was a new client and I needed medical oxygen in a hurry, I phoned three companies to see who could supply and deliver quickly. Supagas was the only one that offered to supply my needs within 24 hours. Naomi was our phone contact and she was amazing. She set up our account, explained the different oxygen machines, their benefits, and the difference in price, and organised a prompt delivery. Even the delivery drivers were exceptionally friendly and professional. I can highly recommend Supagas and will continue to use them for my medical oxygen.

It’s feedback like this that underpins Supagas’s Net Promoter Score (NPS) of +50, well above the global median of +44, and reflects a brand recommended by customers who value both our service and responsiveness.

That level of human connection also applies to working with doctors and prescribers. If a medical script arrives incomplete, lacking certain items necessary for the patient’s care to succeed – they call the clinic, explain what’s needed, and get it sorted.

“It’s not just about compliance. It’s about making the process smooth and less stressful for people in tough situations,” Nicolson says.

Expanding into new regions

Supagas’s reach in medical gas services continues to grow alongside its operational branch network. With key contracts already in place across Queensland, New South Wales, and the Northern Territory, the company is progressively strengthening its national presence.

“We’ve recently been awarded work with national groups like Apiam Vets,” Nicolson says. “And we’re setting up systems that allow us to manage larger accounts across multiple regions.”

Laying the groundwork for something greater

For Nicolson, it’s the long-term potential of Supagas’s medical division that truly drives him.

“I’ve seen what our parent company does in medical overseas – and I know what’s possible,” he says. “Right now, we’re a small part of the Supagas business, but we’re building something that will soon be so much bigger.”

That includes recruiting specialist drivers, hiring more technicians, and expanding account management teams with healthcare knowledge.

And it all circles back to the core value that defines Supagas’s medical team.

“There’s an added sense of urgency when you’re talking about healthcare. Because you’re delivering equipment that keeps people and animals alive. And we treat it that way.”