It is your responsibility as a consumer to pay your bills on time. Unfortunately, many people can't afford to pay their bills and may face electricity or gas disconnection or water flow restriction because of this. It's important to know help is available.
Contact your retailer straight away if you can't afford to pay your bill. There a number of things they can do to help you:
- offer a payment plan
- inform you of any rebates or concessions you may be entitled to
- provide access to a financial hardship program
- provide information on independent financial counselling
- offer an energy or water audit to identify where you can save money.
If you wait until you have been disconnected to contact your retailer you may have to pay a reconnection fee, security desposit and the balance of your bill before reconnection.
Read our fact sheet for more information on disconnection or restriction.
Wrongful energy disconnection
Sometimes mistakes occur and your electricity or gas may be wrongfully disconnected. If this happens, you may be entitled to a Guaranteed Service Level payment.
See our advice on wrongful disconnection for more information.