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Power Disconnected or Hit With a Huge Back-Bill? Your Energy Rights

Updated 26 June 2026 · FairClaim Guides

Energy retailers must follow strict rules before they can disconnect you, and there are limits on how far back they can bill for under-charged energy. If your power or gas was cut off, or a surprise “catch-up” bill landed, you can challenge it — for free — through your state energy ombudsman (EWOV in Victoria, EWON in New South Wales, and the equivalent in other states).

Before disconnecting, a retailer generally must

  • Send you the required notices first — typically a reminder notice and a separate disconnection warning.
  • Offer payment assistance or a hardship arrangement, and genuinely consider it, before cutting supply.
  • Never disconnect a registered life-support address, and not disconnect while a complaint about the disconnection is open.

Surprise back-bills

If a retailer under-charged you because of an estimated or faulty meter reading, there are limits on how far back they can recover the shortfall, and you can usually request time to pay it through a payment plan. A back-bill that is too large, too old, or that you were given no chance to manage can be disputed.

How to complain

  1. Contact your retailer first and ask them to fix it — reconnect, correct the bill, or set up a payment plan. Note the date and what was said.
  2. If they refuse or stall, lodge a free complaint with your state energy ombudsman (e.g. ewov.com.au or ewon.com.au).
  3. Explain what happened: the disconnection and whether you got the required notices, or the back-bill and how it arose.
  4. Say what you want: reconnection, compensation for a wrongful disconnection, a corrected bill, or a manageable payment plan.

How FairClaim helps

FairClaim asks you what happened, checks it against the energy rules and hardship protections for your state, and drafts a structured complaint for your energy ombudsman. Free to start.

Check your rights and build your complaint — free to start

Answer guided questions or just describe what happened. FairClaim checks your facts against the relevant law and drafts your complaint.

Start your energy & utilities complaint

Frequently asked questions

What counts as a wrongful disconnection?

Disconnecting without sending the required notices, without first offering payment assistance, while you were on hardship, of a registered life-support address, or while a related complaint was open, can all amount to wrongful disconnection — which may attract compensation.

How far back can my retailer bill me for under-charged energy?

There are limits on back-billing, and you can usually ask to pay any genuine shortfall over time. If the back-bill reaches too far back or you were given no opportunity to manage it, raise it with your energy ombudsman.

Is the energy ombudsman free?

Yes. EWOV, EWON and the other state energy ombudsman schemes are free and independent. They can require the retailer to fix the problem and, for wrongful disconnection, to pay compensation.

They’re threatening to disconnect me — what should I do now?

Ask for a payment plan or hardship assistance in writing, and tell them if anyone at the address relies on life support. If they proceed without meeting their obligations, lodge an urgent complaint with your energy ombudsman.

Related guides

This guide is legal information, not legal advice. It describes general rights under Australian consumer credit law and may not account for the specifics of your situation. For advice about your circumstances, contact a community legal centre, the National Debt Helpline (1800 007 007), or a qualified legal practitioner.