Disconnections

Electricity and gas can be disconnected if the bill is not paid by the due date. Other reasons can include:

• the agreed terms of a payment plan were not met
• safe and clear access to the meter wasn't provided for three consecutive scheduled meter reads
• false information was given to be connected
• acceptable identification wasn’t given when the retailer requested it
• electrical wiring or gas piping is unsafe
• services were being used for illegal activities
• police requested the disconnection.

Restrictions when disconnecting

Electricity and gas can’t be disconnected if someone:

• is in a hardship program and are meeting the agreed terms of the payment plan
• has a debt of less than $300 and have previously agreed to pay this amount within a set timeframe
• has registered with the retailer that there is life-support equipment in use at the property
• lodged a complaint with Energy and Water Ombudsman SA about a potential disconnection.

Time restrictions

Disconnections cannot occur:

during an extreme weather event, such as a heatwave or bushfire
• on a Friday, Saturday, Sunday, public holiday, or the day before a public holiday
• between 20 and 31 December (inclusive)
• before 8.00 am or after 3.00 pm on any other day.

Notifying the customer

Energy retailers are required by law to try and contact you in several ways before disconnecting your home unless you are on a shortened collection cycle. When an energy bill is not paid by its due date, you must be issued 2 written notices before disconnecting – a reminder notice followed by a disconnection warning notice.

Reminder notices

Warning notices

The steps and minimum timeframes that retailers must follow are:

After the warning notice is issued, the retailer must make reasonable attempts to contact you by phone, email, fax or in person. This gives you a chance to pay the bill or arrange a payment plan.

Help paying energy bills has more information about flexible payment options including retailers’ hardship programs

Shortened collection cycles

You can be placed on a shortened collection cycle if you receive a reminder or disconnection notice for two bills in a row – but retailers must tell you first.  On this cycle, you aren’t sent reminder notices and but receive a disconnection warning notice if your bill isn’t paid on time. Three bills in a row must be paid – before their due date – to be removed from the cycle.

People on the retailer’s hardship program can’t be placed on a shortened collection cycle.

Fees

Fees for disconnecting and reconnecting services will normally be applied to your account. Your retailer could also ask you to pay a security deposit. The deposit will be refunded once you can show a good payment record.

More fees could apply for after-hours reconnections (after 4.00 pm) unless you were disconnected in error.

Disconnected in error

Contact your retailer if your service has been disconnected by mistake or the correct disconnection process wasn’t followed. If you aren’t able to resolve the issue directly with your retailer, contact Energy and Water Ombudsman SA.

Reconnecting energy services

If your electricity or gas has been disconnected because you didn’t pay your bills, you will need to contact your retailer within 10 business days.

You will need to either pay the debt or agree to a payment plan to be reconnected under the same contract. However, if you miss a payment the plan will break, and you could be disconnected again. Notify your retailer at once if you are experiencing financial difficulties. If you cannot reach an agreement with your retailer, contact Energy and Water Ombudsman SA for help.

If your home has been disconnected for safety reasons or has been disconnected for more than 12 months, a certificate of compliance might be needed to confirm the house can be safely reconnected.

Make sure you provide safe and clear access to the meter. Otherwise, you might have to pay a call out fee for another attempt to reconnect.