Disconnection is a last resort, not a first move
It is frightening to receive a notice that mentions disconnection, but it helps to understand where it sits in the process. Under Australian energy rules, disconnecting a home for non-payment is a genuine last resort that can only happen after a series of required steps — reminders, a formal notice, and the retailer offering help such as a payment plan or hardship arrangement. It is not something that can happen out of the blue or the day after a bill is missed.
That means a notice is a prompt to act, not the end of the road. In fact, taking one action — making contact — is usually enough to stop disconnection entirely. The households most at risk are those who do not respond, because staying silent removes the protections that engagement unlocks.
When you cannot be disconnected
- While on a hardship or payment arrangement
- If you are on your retailer's hardship program or meeting an agreed payment plan, you cannot be disconnected for non-payment.
- Life-support registered
- Homes with registered life-support equipment have strong protections and cannot simply be disconnected — make sure yours is registered.
- Certain protected periods
- Rules restrict disconnection at certain times, such as on very hot days in some states, on Fridays/weekends/public holidays, or late in the day.
- While a complaint is being resolved
- If you have a genuine unresolved dispute or ombudsman complaint about the bill, disconnection should generally be put on hold.
- Below a minimum amount
- A retailer generally cannot disconnect for a debt below a set minimum, and not without offering help first.
What to do if you are threatened with disconnection
- Do not ignore the notice — call your retailer straight away and ask to go on the hardship program and set up a payment plan.
- Tell them if anyone at the address relies on life-support equipment or has a relevant medical condition, and ask them to register it.
- Confirm every concession and rebate you are entitled to is applied.
- Ask about emergency energy vouchers or grants in your state that can cover a bill you cannot pay.
- Get any arrangement confirmed in writing, including that disconnection is on hold while you meet it.
- If the retailer will not help fairly, contact your free state or territory energy ombudsman, and call the National Debt Helpline on 1800 007 007 for free financial counselling.
If you have already been disconnected
If the worst has happened and your power is off, you still have options and you should act quickly. Contact your retailer immediately to arrange reconnection — once you set up a payment arrangement or hardship plan, they are generally required to reconnect you, often within set timeframes. If a household member relies on essential medical equipment, make that clear as an urgent priority.
If the retailer is unhelpful or you believe the disconnection broke the rules, contact your state or territory energy and water ombudsman — it is free and independent — and consider free financial counselling on 1800 007 007. Once you're reconnected and stable, look at lowering future bills so it does not happen again: claim every rebate, and check whether you're overpaying, using EnergySorted's Bill Health Score or the free Energy Made Easy comparison.