Last updated: March 2021
The information set out on this page is intended as an introduction only and should not be relied on in place of legal advice.
To make contact with a legal centre specific to your location
What do utilities include?
Your utilities include your electricity, gas and water supply, and telephone supply and connection.
Gas, electricity and water
What if I am having trouble with my service?
You will need to contact your retailer. Your retailer is the company that looks after connections, billing and customer service.
If you have moved because of the bushfires, you need to contact your retailer to be connected at a new property.
If you are unsure who your retailer is, visit the ‘Consumers’ section of the Essential Services Commission website.
What if I am having trouble paying bills?
If you are having trouble paying your bill because of the bushfires – for example, you lost your job or are finding it hard to get by – tell your retailer. Your retailer should be able to help you set up a payment plan, and you might be able to get help under a 'hardship policy'. You cannot be disconnected from services in this situation.
The law says that each retailer must have a hardship policy that allows for:
- agreement to fair and reasonable payment arrangements (for example, instalment plans)
- suspension (stopping) disconnection or any debt collection activity
- telling you about concessions and government assistance (for example, grants), and how to get these.
Can I set up my own generator?
If you are unable to have your electricity supply reconnected it is important that you do not try to connect permanent generators yourself. Connecting generators must be connected by a licensed electrician.
I have experienced damage due to a power surge or power failure. Who pays?
If you have experienced damage due to power surge or from power failure (for example, damage to appliances or food), you may be able to make a claim for this. Lodge a claim with your retailer if this has happened to you. If the matter is not sorted out with your retailer, contact the Energy and Water Ombudsman SA on 1800 500 509 .
What if my utilities problem has not been sorted out?
If you have tried to sort out a problem with your gas, electricity or water company and it has not been resolved, contact the Energy and Water Ombudsman SA on 1800 500 509 . They will contact the provider and ask them to try again. If you have tried to sort out the problem with your provider more than once, your matter can be investigated by the Energy and Water Ombudsman. This means a 'conciliator' will manage your case, look at your situation, consider the law and try to sort out an agreement.
Energy and Water Ombudsman is a free service, is independent of the government and the utilities companies, and can legally force the supplier to deal with your complaint.
Telephone and internet
What if I am having trouble with my service?
You need to contact your telephone service provider about your damaged telephone line.
What if I am having troubles paying my bills?
Contact your provider and tell them you live in a bushfire affected area and are having problems paying your bill. They may have special arrangements in place to help bushfire affected people.
See if your provider can place a hold on your bill while you work together to find a way for you to pay off your debt. You may also want to see if you can pay your bill after it is due and/or pay your bill in installments. The provider can ask for evidence of your financial hardship if you want to pay over a longer period.
You should always contact your telephone or internet provider when you are having trouble paying a bill. If you do not do this, your service might be disconnected or your credit record affected. However, your provider must not take collection action against you while you are discussing or undertaking a payment arrangement.
If you disagree about a bill amount, ask the provider to investigate your bill and try to sort it out with them.
What if my telephone or internet problem has not been sorted out?
You can contact the Telecommunications Industry Ombudsman on 1800 062 058 after you have first tried to sort out the problem with your provider and an agreement has not been reached. The Telecommunications Industry Ombudsman is a free service that helps sort out disagreements between customers and utility providers. It is independent of the government and the telephone and internet companies. You must contact the Telecommunications Industry Ombudsman within two years of the problem first happening.
The Telecommunications Industry Ombudsman will contact your provider and ask that they try to sort out the problem. Your provider has 10 days to investigate your situation and try to sort things out. It is up to you to contact the Telecommunications Industry Ombudsman if the problem is not sorted out by this time. The Telecommunications Industry Ombudsman may then have an investigations officer look after your case. They will investigate the situation, work out the issues and try to help you reach agreement with your provider.
The law says that the telephone and internet companies must obey the decisions made by the Telecommunications Industry Ombudsman.
I have received bills for services that have been offered for free after disaster. Are these genuine offers?
If you start getting bills for services that were offered for free after disaster, for example free mobile phones or a diversion service, contact the Telecommunications Industry Ombudsman on 1800 062 058
Help to pay bills
If you have a government concession card, you can get a discount on your utilities bill. Call your utilities provider and give them the details of your concession card.