Disconnections for non-payment

Our approach to disconnections for non-payment

We get it, times are tough and it can be hard to stay on top of your bills. It's really important that if you are having trouble keeping up and making payments that you contact us as soon as possible. 

We can help you with:

• payment extensions or plans;
• energy advice to help you lower your usage;
• access to our hardship program, YES;
• information about other support available to you. 

If you prefer, you can have a representative (e.g. social worker, family member, friend) to speak to us on your behalf, you'll just need to authorise them to do so. 

If you have received a disconnection notice and can not pay in full call our local team immediately on 1300 139 301

Our goal is to keep you connected 

If you don't contact us, and if you do not make agreed upon payments to your account, you will be at risk of having your electricity disconnected. 

Before we commence the disconnection process we will:

• send you payment reminder and disconnection notices;
• attempt to contact you by letter, email, and phone with the contact details we have on file for you.

Pre-disconnection visit 

We may arrange for the distributor TasNetworks to conduct a pre-disconnection visit to your home. This visit may be scheduled for a few days before disconnection and is to encourage you to call us to avoid disconnection. If TasNetworks does visit, they will attempt to talk to you in person, if they can not reach you in person they will leave a letter at your door. Fee's will apply for this visit which are separate from disconnection and reconnection fees.  

If we hear from you and reach an agreement regarding payment of your bill, we can cancel the disconnection. 

Disconnection and reconnection fees

If your electricity is disconnected, you will be liable to pay for the disconnection and to get your home reconnected. We can not guarantee reconnection on the same day or after business hours. 

If TasNetworks are unable to gain access to the meter and sub board in order to disconnect your electricity supply, they may be required to disconnect from the street which will result in higher fees. 

If you've received a disconnection notice and need more time to pay, please call our friendly local team on 1300 139 301