A retailer can disconnect your electricity or gas if you haven’t:
- paid a bill, or
- kept up with your payment plan.
Before a retailer can disconnect you, they must:
- send a reminder notice
- send a warning letter, and
- 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 offer, you need to contact your retailer within 10 business days. You may have to pay a reconnection fee.
A retailer cannot disconnect a customer:
- if the retailer knows someone on the property uses life support equipment
- if the customer is keeping to their payment plan (whether the customer is in the retailer’s hardship program or not)
- if the customer owes less than $300 and has agreed to repay it, or
- where a complaint is still being looked at by the:
- retailer, or
- energy ombudsman.
Unless you tell them they can, energy retailers can’t disconnect you:
- before 8 am or after 3 pm Monday to Thursday
- on the day before a public holiday, or on a public holiday
- from Friday to Sunday, and
- on the days between 20 December and 31 December.