AGL disconnected my power, was that allowed?
What to do if AGL disconnected your power or gas without following the required process, including life-support protections and how to escalate for free.
Regulator
State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD)
Key legislation
National Energy Retail Law and the National Energy Retail Rules
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to State energy ombudsman (EWON in NSW, EWOV in VIC, EWOQ in QLD) is prepped and ready.
Energy retailers cannot simply cut a customer off the moment a bill is overdue. Under the National Energy Retail Rules, AGL has to follow a set sequence before disconnecting for non-payment: warn you the account is overdue, offer a payment plan or point you to its hardship program, and give proper notice before the supply is actually cut. If any of those steps were skipped, or you were disconnected while a genuine billing dispute was still being reviewed, the disconnection was very likely wrongful.
Life support is a separate and stricter protection. If anyone at the address relies on life support equipment and this was registered with AGL, disconnection for non-payment should not happen at all while that registration stands. If you were cut off despite a registered life-support need, that is treated seriously by the regulator and is grounds for an urgent complaint.
Start by asking AGL in writing for the exact dates of every notice it sent before disconnecting, and compare that against what you actually received. If the sequence was not followed, or the disconnection covered a disputed amount, request immediate reconnection and compensation for the disruption. If AGL will not reconnect quickly or will not explain itself, escalate straight to your state energy ombudsman, EWON, EWOV or EWOQ, which can direct urgent reconnection and order compensation for a wrongful disconnection.
Frequently asked questions
Can AGL disconnect me the same day a bill becomes overdue?
No. The rules require a sequence of notices and an opportunity to pay or arrange a payment plan before disconnection, not an immediate cut-off.
I have life support equipment at home. Am I protected?
Yes, provided it is registered with AGL. Registered life-support premises should not be disconnected for non-payment while that registration is current.
How fast can I get reconnected?
Ask AGL for urgent reconnection in writing immediately. If it does not act quickly, the energy ombudsman can direct urgent reconnection.
Can I claim compensation for a wrongful disconnection?
Yes, this is something the energy ombudsman can order once it establishes the disconnection did not follow the required process.
Was I allowed to be disconnected while disputing the bill?
Generally no, not for the genuinely disputed amount while the complaint is still being handled through the proper process.
What should I have ready before I complain?
Every notice or letter AGL sent, the dates of any calls, and details of anyone at the property relying on life support equipment.
What if AGL just ignores my letter?
Silence is not a dead end, it is a deadline breach. AGL is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to your state energy ombudsman (EWON in NSW, EWOV in Victoria, EWOQ in Queensland, or your state equivalent) arrives pre-filled and ready to lodge. Escalating is free.
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Open the AGL armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.