We understand how important continued energy supply is. We will only disconnect a customer’s service where we are permitted by the laws, rules and codes applying to that customer.
Disconnection for non-payment is a last resort. If you are having difficulty paying a bill, please contact us as early as possible so we can discuss the assistance available to you.
If you are having difficulty paying
We may be able to help with:
- additional time to pay;
- an affordable payment arrangement;
- payment assistance or hardship support;
- information about government concessions, rebates or grants;
- energy-use and payment information; or
- referral to financial counselling or other support services.
Contact us before the payment date shown on a notice wherever possible. However, you can still ask for help after receiving a disconnection notice.
See our Hardship and Family Domestic Violence page for more information.
Disconnection for non-payment
Before disconnecting a service for non-payment, Active Utilities will take the steps required under the regulatory requirements applying to your account. Depending on those requirements, this may include:
- sending a bill and any required reminder or overdue notice;
- issuing a written disconnection or service interruption notice;
- allowing the required period for payment;
- making any required attempts to contact you;
- providing information about payment assistance and dispute-resolution options; and
- considering whether disconnection is restricted or prohibited.
The notice will explain the amount outstanding, what you need to do to avoid disconnection, the applicable deadline and how to contact us.
Disconnection will not occur merely because you are unable to pay the entire outstanding balance immediately. Contact us so we can assess whether a payment arrangement or other assistance is available.
Other reasons a service may be disconnected
Where permitted, a service may also be disconnected because:
- we have been unable to obtain safe access to the meter or other relevant equipment after giving the required notices;
- electricity is being used in a way that interferes with another customer’s supply;
- prohibited equipment is being used;
- the premises or electrical installation presents a safety risk;
- there has been unlawful use, meter tampering, bypassing or unauthorised connection or reconnection;
- you have requested disconnection, including because you are moving out; or
- another lawful reason applies.
Where the issue can be remedied, we will generally notify you and provide a reasonable opportunity to correct it before disconnecting the service, unless an immediate safety, emergency or other lawful exception applies.
Disconnection without advance notice
In limited circumstances, advance notice may not be required. These circumstances may include:
- an emergency;
- an immediate risk to health or safety;
- unlawful interference with, bypassing or tampering with metering or network equipment;
- unauthorised connection or reconnection;
- fraudulent or unlawful energy use; or
- another circumstance in which disconnection without notice is legally permitted.
If it is safe to do so, contact Active Utilities immediately if your service has been disconnected without advance notice. We will explain the reason for the disconnection and what must be done before supply can be restored.
Do not touch damaged, unsafe or tampered electrical equipment.
When we will not disconnect
We will not disconnect your service where disconnection is prohibited by the laws, rules or codes applying to your account.
Depending on the requirements applying to your service, restrictions may apply:
- while your premises are registered for life-support protection;
- while an eligible payment-assistance, hardship or family-violence process is being followed;
- while certain complaints or disputes are being considered;
- during protected times, days or periods;
- where the required notices, contact attempts or minimum timeframes have not been completed;
- where you have complied with an agreed payment arrangement;
- where the outstanding amount is below an applicable disconnection threshold; or
- where another disconnection restriction applies.
The precise protections may differ according to the location of your premises and whether Active Utilities supplies you as an authorised or licensed retailer or as an exempt seller.
Life-support equipment
If you or someone at your premises uses life-support equipment, tell us immediately—even if a Medical Confirmation Form has not yet been completed.
Premises registered for life-support protection have additional protections against disconnection. We will not disconnect a registered premises contrary to the regulatory requirements applying to your service.
Call: 1300 587 623, available 24 hours a day.
For registration, medical confirmation, outage information and emergency planning, see our Life Support Equipment page.
If there is an immediate risk to health or safety, call 000.
If you believe a notice or disconnection is incorrect
Contact us immediately if:
- you have already paid;
- you have entered into or complied with a payment arrangement;
- the debt does not belong to you;
- you have requested payment assistance;
- your premises are registered for life-support protection;
- you believe the required process was not followed; or
- you believe the notice or disconnection is otherwise incorrect.
We will investigate the matter promptly. If we are responsible for a wrongful disconnection, we will arrange reconnection and provide any customer payment or compensation required under the applicable regulatory requirements.
Contact us
Call: 1300 587 623
Email: service@activeutilities.com.au
If you are dissatisfied with our response, you can use our complaints process or contact the applicable energy and water Ombudsman. See our Complaints Policy page for further information.