If you're finding it hard to pay your bill
It can be hard to pay your bills from time to time. Here are some things you can do if you are finding it hard to pay your bill.
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Tell your power company if you're in difficulty
It is important to tell your power company if you are having trouble paying your electricity bills. If you let them know they must help you resolve your payment difficulties. This includes by providing advice on:
- help you understand your power use to help lower costs
- offer different plans and payment options that could work better for you
- offer payment support plans to help you manage what you owe and pay future bills.
- support services to help you with your finances.
Check if you’ve had reminders to pay
If you’re behind in paying your bill, your power company must:
- remind you that your bill payment is overdue
- offer a payment support plan if you cannot pay your bill
- try to contact you at least three times in a week
- if you agree, refer you to a support service to help you with financial or energy efficiency advice.
Your power company must take all of these steps before considering disconnecting your power for non-payment. If your power company decides to proceed with disconnection after taking these steps, there are additional steps they must follow before this can be done.
Know when your power can be cut off
Your power company must work with you to help resolve your payment difficulties before cutting off your power. They must also provide you with support during the disconnection and after to help you stay safe.
You must have power if you rely on it for medical reasons
If you or someone at home relies on electricity to prevent serious harm to health, let you power company know so they can help you get registered. Find out how
Your power company cannot disconnect you if your household includes a medically dependent consumer who is registered or applying to be registered – even for non-payment of a bill. You are still required to pay your bills.
If your power company accidentally cuts off your power, they must reconnect you immediately.
Power companies can only cut you off as a last resort
In postpay plans, you pay for the power after using it.
If you’re a postpay customer, your power company must:
- make every reasonable effort to help you stay connected
- reconnect you as soon as possible if they cut you off by mistake or if you pay them.
Power companies must do certain things before cutting you off
Before making the decision to cut off your power, your power company must:
- make sure that no one in your home needs power to prevent serious harm to their health
- follow processes if you miss payments (for example, sending reminders and offering support)
- try to contact you at least five times (including after you miss a payment)
- offer to discuss a payment support plan
- meet certain conditions if using an estimated bill and not a meter reading.
If they make the decision to cut off your power, your power company must send you two notices:
- The first notice must be sent at least 28 days after the bill is issued.
- The final notice must be sent at least 44 days after the bill is issued and between 24 hours and 10 days before cutting off your power.
Your power company must not disconnect you at a time that could endanger your well-being, for example at night or during severe weather.
Your power company cannot cut off your power if you’re disputing a bill. If you are disconnected, your power company must reconnect you as soon as your bill is paid in full or other reasonable requirements are met. Your power company must also be supportive if you ask about reconnection.
Unexpected power cuts can happen
If a power cut happens, you should:
- turn off any unattended electrical appliances
- leave a light on, so you know when the power’s back on
- check to see if your neighbours are okay.
Medically dependent consumers should have an emergency response plan in place. Find out how to complete an emergency response plan