Gas, water and electricity
My electricity, gas or water has been disconnected or they are planning to disconnect or restrict me soon
Call the Energy and Water Ombudsman (Victoria) (EWOV) on 1800 500 509 and tell them about the disconnection.
- EWOV is a free and independent body that resolves disputes between people and their energy and water companies. They will make sure that energy and water companies are being fair to you.
- EWOV will arrange for you to be reconnected (often this will happen on the same day) or they will let the company know not to disconnect you.
- No one should have their electricity, gas or water disconnected or restricted because they cannot pay. We all need to have these services at home to stay healthy and participate in community.
I haven’t heard anything about disconnection yet, but I can’t pay my electricity, gas or water bill
Step 1. Tell the electricity, gas or water company
- Request to speak to their hardship team.
- At this point they should help you work out if you can get concessions and a Utility Relief Grant to help you pay the bill. They can’t disconnect or restrict you if you are applying for the grant.
Step 2. Ask the company for a payment plan that you can afford
- The company must offer a payment plan (pay the bill in smaller payments).
- You have the right to a plan that you can afford to pay each week or fortnight, not just what the company wants you to pay.
What happens if I can’t keep up with a payment plan?
Speak to the company’s hardship team
- Tell your company as soon as possible that the plan is not affordable and it needs to be adjusted.
What if a company is not helping me to stay connected or not providing me enough help or a payment arrangement?
You can make a complaint to the Energy and Water Ombudsman (Victoria) (EWOV).
- EWOV is a free and independent dispute resolution body. They will make sure that energy and water companies are being fair to you.