Electricity Disconnection and Reconnection

We view electricity disconnection as a last resort. However, we may disconnect you if you fail to pay your bill in full or you default on a payment plan we have agreed with you. Our priority is always to work with you to avoid getting to that point.

Before Disconnection, we will:

• Make multiple contact attempts using your preferred communication method, and reach out to any nominated support person or alternate contact (if you’ve appointed one).
• Provide at least 10 business days’ notice in writing, including information about how to avoid disconnection and support options available.
• Issue a final warning between 24 hours and 10 days before the disconnection occurs.
• Provide details of how to access our dispute resolution process if you believe there’s an issue with your account.

We will not disconnect your electricity:

• If someone at the property is registered as a Medically Dependent Consumer.
• On a public holiday, or the day before a public holiday.
• If the outstanding balance is under active dispute.

Reconnection

If your power has been disconnected, our goal is to reconnect you as soon as possible once the issue is resolved. We will:

• Reconnect your electricity promptly—typically on the same business day—once the reason for disconnection has been resolved (e.g. overdue balance paid, or a payment plan is in place).
• Ensure it is safe to reconnect, which may require someone to be present at the property or confirmation that appliances have been switched off.
• Explain any applicable reconnection fees clearly before they are charged. These fees reflect our reasonable costs and are published here.
• Support you post-reconnection with tailored payment options or guidance to help prevent disconnection from happening again.