The disconnection process
In NSW, Queensland, South Australia, Tasmania and the ACT, the National Energy Retail Rules set the steps a retailer must follow before disconnecting a home for not paying. Victoria, Western Australia and the Northern Territory have their own rules with similar protections.
- Due date
Your bill is due
The pay-by date on your bill, at least 13 business days after it was issued.
- After the due date
Reminder notice
The retailer sends a reminder. It must give you at least 6 business days from the date it is issued to pay.
- After the reminder period
Disconnection warning notice
A formal warning, again giving you at least 6 business days. It must explain your options, including payment plans, hardship help and the ombudsman.
- After the warning period
Contact attempt
The retailer must also try to contact you before it acts, and offer you a payment plan if you are in difficulty.
- Only then
Disconnection
Only once every step is complete, and only at a time that is not protected.
Act at the reminder stage
Call your retailer as soon as you get a reminder notice. Asking for a payment plan or hardship help stops the process while you keep to the arrangement.
When you cannot be disconnected
| Protection | What it means |
|---|---|
| Protected times | Not on a business day before 8am or after 3pm, on a Friday or the day before a public holiday, on a weekend or public holiday, or from 20 to 31 December. |
| Extreme weather | Not during an extreme weather event declared for your area. |
| Life support | Not for non-payment if someone at the property relies on registered life support equipment. |
| Hardship or payment plan | Not while you are a hardship customer or on a payment plan and keeping to it. |
| Unresolved complaint | Not over an amount that is the subject of an unresolved complaint with the retailer or the ombudsman. |
| Small debts | Not when the amount owed is below a minimum threshold set by the AER. |
If you have been disconnected
Call your retailer
Ask why you were disconnected and what you need to do for reconnection. If you pay the amount owed or agree to a payment plan, the retailer must arrange reconnection.
Ask about timing
Reconnection is usually done the same or next business day if requested early enough. A smart meter can often be reconnected remotely.
Ask about fees
A reconnection fee may apply. Ask whether it can be waived or added to a payment plan.
Contact the ombudsman
If you think the retailer did not follow the rules, contact your energy ombudsman straight away.
If you are behind on bills, our hardship guide explains the help retailers must offer, and concessions can lower bills for card holders.
Questions about disconnection
Weeks, not days. After the due date, the retailer must send a reminder notice with at least 6 business days to pay, then a disconnection warning notice with at least another 6 business days, and try to contact you before it acts.
Not for non-payment under the National Energy Retail Rules. Fridays, the day before a public holiday, weekends, public holidays, business days before 8am or after 3pm, and 20 to 31 December are all protected times.
No. If someone at your home relies on life support equipment and the property is registered with your retailer, you cannot be disconnected for non-payment. Register with your retailer as soon as the equipment is in use.
Not while you keep to the plan or to the terms of your retailer's hardship program. If you cannot make a payment, call your retailer before it is due and ask to change the plan.
Contact your retailer and pay the amount owed or agree to a payment plan. The retailer must then arrange reconnection. A fee may apply. If you think the disconnection broke the rules, contact your energy ombudsman.
Sources
Every rate on this page comes from the regulator or the regulated retailer. Last checked October 2026. Prices include GST unless we say otherwise.