Disconnection and reconnection

Important information

If you are waiting to be reconnected:

• Be careful using candles or kerosene, especially around children.

• Keep the fridge door closed so food will keep longer.

• To protect your appliances, unplug them before you are reconnected.

• To avoid accidents, make sure appliances which may have been on at the time of disconnection (eg hot plates) are turned off prior to reconnection.

Rules about disconnection

Electricity or gas: There are rules about when and how a company can disconnect your supply. The laws are set out in the Electricity Supply (General) Regulation 2001 and Gas Supply (Natural Gas Retail Competition) Regulation 2001.

Your electricity or gas supply cannot be disconnected if:

You have an appointment with a community agency about EAPA (Energy Accounts Payment Assistance) vouchers.
You or someone in your house runs a life support machine that uses electricity and your energy company is aware of this (it will be noted in your account details). Contact your company to find out which machines qualify (for example, an asthma nebuliser is not considered a life support machine).
It’s a Friday, Saturday, Sunday, a public holiday or any day before a public holiday, or after 3pm any other day.

Your electricity or gas supply can be disconnected when:

You don’t make contact with the company to arrange payment of an overdue amount.
You don’t maintain contact with the company (for example, you don’t let them know you have an EAPA appointment or you’ve made a payment).
You miss a payment or don’t keep up with your payment arrangements.
You haven’t paid or made arrangements to pay a security deposit.
The company hasn’t been able to enter your property to read your meter.
You haven’t opened an account.

Water: The rules about when and how a company can restrict your water supply are set out in the company’s customer contract.

Get help before you’re disconnected
Often people are disconnected because they cannot pay their bill by the due date. If you are disconnected however, you may be charged more fees and may end up owing more money. Contact your energy or water company to discuss payment options if you are having financial difficulties.

Customer assistance programs
Most of the major energy and water companies have customer assistance programs to help people who are having problems paying their bills. Contact your company to find out what assistance they offer and whether you are eligible.

Emergency financial assistance
There are emergency financial assistance programs such as EAPA (Energy Accounts Payment Assistance) for electricity and gas, and PAS (Payment Assistance Scheme) for some water customers. These vouchers are distributed by community organisations.

Ask your local community organisation if they distribute EAPA or PAS. If you can’t locate vouchers in your area, ask your energy company or EWON for a referral.

Note that your electricity or gas can’t be disconnected if you have an appointment to be assessed for EAPA.

What the company should do before they disconnect you

Electricity and gas: The law states that the energy company must try to contact you before they disconnect you.
1. a) Your energy company must issue you with at least two written notices. The second notice must be issued at least one week after the first notice. The notices should state:
  1. the reason/s for disconnection
  2. the date when you will be disconnected
  3. what your rights are
  4. how to contact EWON
  5. the payment assistance programs available to you.
2. b) Your energy company must make reasonable attempts to contact you, including one attempt outside business hours, to give you the chance to make a payment or enter into a payment arrangement. They may contact you before or after the written notices are issued, either by phone or in person.
3. c) Your energy company must advise you in writing of your option to enter into a payment arrangement to avoid disconnection, if you are experiencing financial difficulties.
4. d) Your energy company must propose a payment plan which takes into account your capacity to pay, any arrears owing and your consumption.
Water: Most water companies will send more than one written notice and try to make contact with you before restricting supply.

Disconnection
Electricity and gas disconnection usually occurs at the meter box. Water companies do not usually disconnect your supply but they can severely reduce it so that a restricted flow comes out of your taps.

‘Dear Occupant’ letters
If energy or water is used at a property but an account hasn’t been opened, the company will send any bills, letters or notices addressed to the ‘Occupant’ or ‘Resident’. It is important not to disregard any ‘dear occupant’ letters you receive, as they may be a disconnection warning.

If you’ve been disconnected
Contact your company to discuss a payment plan or ask to speak to someone in their customer assistance program. They may be able to assist you with a long term payment plan.

If you can’t negotiate a payment plan with the company, contact EWON and we will try to help you. You can seek EAPA or PAS assistance if your supply has been disconnected or restricted.

Remember, if you have been disconnected and you make a payment towards your account, contact your company to let them know you’ve done this or call EWON as soon as you can.

What can EWON do to help?
If you’ve been disconnected, we can try to negotiate reconnection based on an agreed payment plan.
If you’re facing disconnection, EWON can ask the company to put a hold on your disconnection while you locate EAPA or PAS vouchers, or other financial help. We can try to negotiate an affordable payment plan or ask for more time for you to pay your bill.

Fees
In most circumstances, you’ll have to pay a fee that covers disconnection and reconnection. Fees are set by the Independent Pricing and Regulatory Tribunal and not by the companies themselves. There may also be extra fees if you want to be reconnected after hours (after 4pm weekdays) or you have been disconnected at the pole rather than the meter box.

If the company has disconnected you by mistake, or without taking reasonable steps to contact you, they should not charge you a fee.

Reconnection
You will normally have to pay something towards your account or agree to a payment plan for the company to reconnect you. If the energy or water company 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. Sometimes, particularly if you have been disconnected at the pole or you contact the company late in the afternoon, you may not be reconnected until the following day.

If you can’t sort out how you’re going to get your electricity, gas or water back on, contact EWON.