Disconnection

It is better to contact your energy retailer if you can't pay a bill, but if you have delayed doing this and received a disconnection notice, call your supplier immediately to discuss payment options.

These include:

  • Payment plans - you agree to pay a nominated amount regularly towards your bill;
  • Centrepay - Centrelink customers can nominate an amount that is automatically deducted from their pension or benefit payment every fortnight, and paid into their energy account;
  • Financial hardship programs, such as Aurora Energy’s Your Energy Support (YES) program, are available to electricity customers who are experiencing difficulty in paying their bills; and,
  • Financial hardship payments may be sought from welfare agencies,

You can arrange to meet with a financial counsellor from a welfare agency who can prepare a budget and negotiate with your energy retailer on your behalf.  If you have defaulted on previous hardship arrangements you may be required to see a financial counsellor before you can re-enter a program.

Your electricity supply cannot be disconnected on a Friday, Saturday or Sunday, a public holiday or the day before a public holiday or before 8.00 am or after 3.00 pm on any other day.

If you have been disconnected there are reconnection fees that vary depending on the time of day/notice provided for reconnection.

Download the Fact Sheet  (PDF, 121.0 KB)