A retailer can disconnect your electricity or gas if you haven’t:

  • paid a bill

Before a retailer can disconnect you, they must:

  • send you a reminder notice
  • send you a warning letter
  • make a final effort to contact you.

Disconnection is a last resort for retailers.

If you can’t pay what you owe, talk to your retailer about getting help under their hardship program.

If you get disconnected and want to be reconnected under the same plan, you need to contact your retailer within 10 business days. You may have to pay a reconnection fee.

The rules for disconnections

Your retailer cannot disconnect you if:

  • they know someone on the property uses life support equipment
  • you are keeping to their payment plan (whether you are in the retailer’s hardship program or not)
  • you owe less than $300 and have agreed to repay it
  • a complaint is still being looked at by the retailer or energy ombudsman.

Unless you tell them they can, your energy retailer can’t disconnect you:

  • before 8 am or after 3 pm from Monday to Thursday
  • on the day before a public holiday, or on a public holiday
  • from Friday to Sunday
  • on the days between 20 December and 31 December.