Disconnections and restriction of supply
If your bill is overdue and/or you have received reminder notices, you should contact your energy provider immediately.
All energy providers must have affordability or hardship programs to assist you with flexible payment arrangements to keep you connected.
- Your energy provider will only disconnect your supply as a last resort, and only after they’ve followed the rules about disconnecting.
- You must keep your contact details up to date so you can be notified of any risk of disconnection.
What are the rules?
Prior to disconnecting your energy supply your energy provider must:
- send you a reminder notice
- send you a disconnection warning notice
- try to contact you after the disconnection notice (this could be by phone, text message or email).
If your energy provider could not contact you, or if they contacted you but you did not agree to a payment arrangement, your provider can disconnect your supply.
It is your obligation to ensure your contact information is up to date with your energy provider so you can be notified of any risk of disconnection.
How to avoid disconnection
Speak openly with your energy provider about what you can afford to pay. You can either ask for an extension of time to pay or a formal payment plan. You should not agree to a payment plan that you can’t afford.
If your energy provider is not willing to offer you an affordable payment plan, you can ask to speak to their hardship team, or you can contact us to make a complaint.
You may not want to discuss your financial circumstances with your energy provider, but it’s important they are aware of your circumstances so they can offer the appropriate level of assistance.
What to do if your supply has been disconnected
If your supply has been disconnected, you need to contact your energy provider straightaway and discuss what you need to do to get reconnected. Your provider may ask for a lump sum payment and/or commitment to a payment plan before they reconnect your supply.
If you ask, your provider is required to offer you at least two payment plans in a 12-month period.
If you cannot afford the amount your provider wants you to pay, ask to speak to their hardship team.
It is not our role to negotiate reconnection arrangements on your behalf.
You may also need to contact a financial counsellor for assistance. You can find a financial counsellor in your area by visiting the Financial Counsellors Association Tasmania website.
When is disconnection not allowed?
There are times when your energy provider can’t disconnect your electricity or gas supply, even if you owe them money. These are:
- before 8:00 am or after 3:00 pm
- on a Friday, during the weekend, a public holiday or the day before a public holiday
- on or between 20 December and 1 January
- when you are making payments agreed to as part of a formal payment plan
- when you have a formal complaint with your provider or with us about the amount owing (either your provider or we will confirm with you that there is a hold on disconnection activity)
- for non-payment of arrears less than $300 where you have agreed to repay that amount
- where the premises are registered as having life support equipment. You must provide documentation from your doctor to confirm the life support equipment at the premises (electricity only).
Getting reconnected
Once you agree to an arrangement, your energy provider will arrange for your supply to be reconnected.
You will be charged fees for disconnection and reconnection, unless you have been wrongfully disconnected.
Need more information?
Please contact us. Or contact your energy provider directly.