I've been disconnected or threatened with disconnection, what should I do?
The National Energy Retail Rules state the your provider must try to contact you before they disconnect you. If you have been disconnected, you will normally have to pay an amount towards your account and/or agree to a payment plan to be reconnected. When you come to an agreement with your provider they will usually try to have your energy reconnected on the same day. However, sometimes you may not be reconnected until the following day. This may happen particularly if you have been disconnected at the pole or you contact the provider late in the afternoon.
If you are having difficulty paying your bill and you are facing disconnection, contact your provider and ask about their customer assistance program, payment options or emergency assistance (EAPA, PAS vouchers). If you cannot come to an agreement with your provider, contact us for help.