Energy disconnection

EWON helps many consumers who are facing energy disconnection, or who have already been disconnected. Disconnection cases are normally handled quickly and are a priority for Investigation Officers. Some examples of these cases are available for both electricity disconnection and gas disconnection.

Water services are usually not disconnected by our water suppliers for health reasons. However, water may be restricted to allow only a very limited flow of water to the property. Please see water restriction for more information.

Grounds for disconnection

According to NSW law, an energy supplier can disconnect, or refuse to connect, when a customer has failed to:

pay any amount due.
give the supplier access to their property, if required.
open an energy account.
pay a security deposit.

Notification

A supplier must notify the customer before disconnection can take place by:

sending at least two written disconnection notices, at least a week apart.
making reasonable attempts to contact the customer by phone or in person.
attempting to contact the customer at least once outside business hours.

When can't you be disconnected?

A supplier should not normally disconnect a customer:

on a Friday, Saturday or Sunday
on a public holiday or the day before a public holiday
after 3pm
who has applied for a government assistance program (eg EAPA)
who has applied for assistance under a supplier payment plan
who has a life support machine in use at their premises (electricity only)