Energy is essential to running a business. Disconnecting a customer is something we work hard to avoid.
If a customer falls behind, our first step is always to talk. We reach out early, keep the conversation open, and look for a practical way forward, including time to pay or a structured plan where possible.
Disconnection is only considered when:
A significant balance remains unpaid, and
We’ve made repeated attempts to make contact but haven’t been able to engage.
We believe in being fair to everyone in the system. When energy isn’t paid for, generators don’t get paid for the power they’ve produced, and the costs don’t just disappear.
We don’t discuss individual situations publicly. But our approach is consistent: be reasonable, give time, and do everything we can to resolve things through conversation with our helpful and experienced customer team.
If you are struggling, the best thing to do is speak to us early. The sooner we talk, the more options we have. Reach out to us at [email protected].