If your service has been disconnected, contact us as soon as possible. We will explain why it was disconnected, what you need to do to have it reconnected and whether a fee applies.

The requirements and timing will depend on the reason for disconnection, your location, the type of service and whether someone needs to attend the premises.

Reconnection after non-payment

You may not have to pay the entire outstanding balance before your service can be reconnected.

Depending on your circumstances, you may be able to:

  • pay an agreed amount;
  • enter into or restart a payment arrangement;
  • access payment assistance, hardship support or government assistance; or
  • make another suitable arrangement with us.

We will consider your capacity to pay and any hardship, payment-assistance or family-violence protections that apply.

We do not require direct debit or a security deposit as a standard condition of reconnection.

 

Reconnection for another reason

If your service was disconnected for a safety, access, technical or unlawful-use issue, the cause may need to be corrected before reconnection.

This could include:

  • making the premises or installation safe;
  • providing safe access to the meter or equipment;
  • removing unsafe or prohibited equipment; or
  • rectifying meter tampering, bypassing or an unauthorised connection.

Any electrical or technical work must be completed by an appropriately qualified person where required. We cannot reconnect a service if doing so would be unsafe or unlawful.

 

Requesting reconnection

Contact us when you are ready to request reconnection.

Call: 1300 587 623

Email: service@activeutilities.com.au

Please have your account number and service address available. We may also ask for proof of payment, confirmation of a payment arrangement or evidence that a safety or access issue has been corrected.

Do not attempt to reconnect the service yourself or interfere with metering or network equipment.

 

When will my service be reconnected?

Once the applicable requirements have been met, we will arrange reconnection as soon as practicable and within the timeframe required for your service.

Timing may depend on when we receive your request, whether reconnection can be completed remotely, whether someone needs to attend and whether safe access is available.

Same-day or after-hours service may be available in some circumstances. Contact us to confirm availability and any applicable fee.

 

Reconnection fees

A reconnection fee may apply where physical attendance or a service from a distributor, metering provider or contractor is required.

The applicable fee depends on your energy provider, location, service, supply arrangements and the work required. Your bill will show whether your provider is Active Utilities or Savant Energy.

Please select the fee schedule that applies to your account:

Active Utilities customers Fees and Charges Schedules  

Savant Energy customers Fees and Charges Schedules 

We will not charge a fee that is prohibited under the requirements applying to your account.

If you are unsure which schedule applies, check the provider named on your bill or contact us on 1300 587 623.

 

Life-support equipment or urgent circumstances

Contact us immediately if:

  • someone at the premises relies on life-support equipment;
  • you believe the disconnection was an error;
  • you had already paid or made an agreed payment arrangement; or
  • there is another urgent health or safety concern.


Call: 1300 587 623, available 24 hours a day.

For information about registering life-support equipment and preparing for an interruption, see our Life Support Equipment page.


If there is an immediate risk to health or safety, call 000.

 

If we cannot reconnect your service

We may delay or refuse reconnection where permitted, including if:

  • reconnection would be unsafe or unlawful;
  • the reason for disconnection has not been corrected; or
  • the access needed to reconnect the service has not been provided.

We will explain the reason and, where possible, what must be done before reconnection can proceed.

We will not refuse reconnection solely because an outstanding balance remains where the requirements applying to your account allow reconnection under an agreed payment arrangement.

 

Complaints

If you are dissatisfied with a reconnection decision, fee or delay, you may make a complaint to us.

See our Complaints Policy for information about our complaints process and the applicable energy and water Ombudsman.