We have the power to determine whether an electricity or gas customer is eligible to receive a payment for wrongful disconnection.
Wrongful disconnection payments
Energy retailers are required to pay an energy customer a prescribed amount of money if they disconnect the supply of energy to that customer in breach of their contract (as per the Gas Industry Act 2001 and the Electricity Industry Act 2000).
If the Energy and Water Ombudsman (Victoria) and an energy retailer are unable to agree about whether the retailer should make a wrongful disconnection payment in a particular case, the ombudsman can refer the matter to us for decision. We consider the ombudsman's referral and supporting material, as well as any submissions made by the retailer and determine whether the retailer needs to make a wrongful disconnection payment.
We may also make decisions in respect of disconnection matters that are reported to us by energy retailers or other sources. In these instances, we consider submissions and supporting materials provided by the retailer and may seek additional information from other relevant sources such as impacted customers, consumer groups and other relevant third parties.
Our decisions on such cases are published under the 'Decisions' tab of this page. Each case is assessed on its own merits, and cases are not treated as precedent.
Operating Procedure Compensation for Wrongful Disconnection
Note on the Operating Procedure compensation for wrongful disconnections
Please note that as of 1 January 2019, the operating procedure compensation for wrongful disconnections is repealed, and has no effect. The operating procedure available on this page is a legacy document, and may only be relevant to matters that occurred prior to 1 January 2019.
Previous version of the operating procedure
Previous version of the operating procedure with tracked changes
In this decision, we found that AGL Sales must make a wrongful disconnection compensation payment of $56,612 to Customer H.