When a retailer has disconnected a customer’s electricity or gas supply, it is expected that the customer will take steps to rectify the matter that led to the disconnection and request reconnection within 10 business days. The customer may be required to pay a reconnection fee.
Once the customer has complied with these requirements and requested reconnection, their electricity supply must be reconnected within timeframes set out within the Electricity Industry Code. These timeframes depend on the time and day the reconnection request is made and geographical location. If the electricity is not reconnected within the prescribed timeframe, the customer may be entitled to a guaranteed service level payment.
Gas supply must be recommenced within five business days of a request being made to the distributor, as long as the customer’s installation and meters comply with legal requirements. There is no guaranteed service level scheme for gas, however the Gas Industry Code provides for compensation to be paid in the event of the customer suffering cost, damage or loss as a result of a failure to recommence supply within this timeframe.
For more information about assistance for customers experiencing payment difficulties and disconnection procedures, see the pages at the following links: