Gas disconnection

EWON can help if your gas has been disconnected or you are facing disconnection. If you have been disconnected or are facing disconnection, we can negotiate payment plans with your gas supplier, refer you to community agencies that distribute Energy Accounts Payment Assistance (EAPA) vouchers and offer referral advice about where to go for other types of assistance.

Generally, we would expect you to have tried to sort out your connection problem with your gas supplier first. Before contacting them, have a look at some of our tips for dealing with your supplier.

If you cannot avoid disconnection or secure reconnection and require help after contacting your gas supplier, contact us or use our online complaint form.

The case study below shows how we assisted a gas customer who had their gas disconnected for three months.

Case study: difficult times

Mrs P lives in a Department of Housing property with three young children and has been living without gas for three months. Her supplier disconnected her gas for arrears of $1000. Mrs P had tried to pay her arrears through 'easy pay' (direct debit) but missed payments and her supplier had applied late payment fees to her account.

Mrs P's ex-partner contacted her supplier on her behalf to arrange for repayment of the account but was unable to arrange for reconnection. He offered to put the account in his name and pay off the debt but was told that he had to be the leaseholder in order to have the account put in his name.

Because Mrs P relies on gas for cooking and hot water her ex-partner contacted EWON for assistance. EWON gave Mrs P the names of local community agencies to approach for Energy Accounts Payment Assistance (EAPA) to help clear her arrears. After EWON explained Mrs P's circumstances to her supplier they agreed that she qualified under their hardship program to have her gas reconnected.

Mrs P's gas was reconnected the next day and a hardship program advisor contacted her to arrange for a payment plan to clear her arrears. Her supplier did not charge her a reconnection fee and removed the late payment fees from her account.