There are rules about when and how a provider can disconnect your electricity or gas supply. Our services are free, fair and independent. If you have been disconnected and can't work out an arrangement with your supplier to get reconnected, call us on 1800 246 545. Sometimes, particularly if you have been disconnected at the pole or you contact the provider late in the afternoon, you may not be reconnected until the following day. If your provider agrees for you to pay the bill over time, they will normally try to send a field officer to your home the same day to reconnect the supply. If you have been disconnected, you will normally have to pay something towards your account or agree to a payment plan for the provider to reconnect you.
If you act early, you can avoid disconnection. They can also help you access emergency assistance (Energy Accounts Payment Assistance ( EAPA) or Water Payment Assistance Scheme ( PAS) vouchers). All providers have a customer assistance program, and must offer you payment options if you need it. If you're having difficulty paying your bill and are facing disconnection, contact your provider and ask how they can help. Learn more about how to avoid disconnection of your electricity, gas or water supply and the rules in place to protect you.
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