Was Simply Energy allowed to disconnect me like that?
The process Simply Energy must follow before disconnecting your power or gas, and how to challenge a disconnection that skipped the required steps.
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.
Disconnection is the last step in a required sequence, not the first response to a missed payment. Simply Energy has to warn you the account is overdue, offer a payment plan or point you to hardship assistance, and give proper notice before it can lawfully cut off supply under the National Energy Retail Rules. If you went from a single overdue notice straight to disconnection, with no payment plan ever offered, that sequence was not followed.
Certain situations override the whole process. If life-support equipment at the property is registered with Simply Energy, disconnection for non-payment should not occur at all while that registration stands. And where the bill itself is genuinely disputed, rather than simply unpaid, the disputed portion should not be the basis for disconnection while the complaint is still active.
Request in writing the exact notices Simply Energy sent before cutting your supply, and whether hardship assistance or a payment plan was ever raised. If those steps were missing, push for free, immediate reconnection and compensation for the actual disruption. If Simply Energy does not resolve this promptly, escalate to your state energy ombudsman, EWON, EWOV or EWOQ, which is free and can direct urgent reconnection.
Frequently asked questions
What steps must Simply Energy take before disconnecting me?
An overdue notice, an offer of a payment plan or hardship assistance, and proper notice, all before disconnection actually happens.
I never got offered a payment plan. Does that matter?
Yes, it is one of the required steps. Its absence is a strong basis for challenging the disconnection.
Is my life-support equipment protected?
Yes, once registered with Simply Energy. A property with registered life support should not be disconnected for non-payment at all.
Can I be cut off over a bill I am actively disputing?
Generally not for the disputed amount, while that dispute is genuinely still being handled through the proper process.
How quickly can I be reconnected?
Request urgent reconnection in writing straight away. The energy ombudsman can direct urgent reconnection if there is no quick response.
Can I claim compensation for the disruption?
Yes, where the disconnection is found to have skipped the required process, the ombudsman can order compensation for genuine losses.
What if Simply Energy just ignores my letter?
Silence is not a dead end, it is a deadline breach. Simply Energy 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 Simply Energy 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.