We are proud to be signatories of the Knock to Stay Connected scheme to prioritise customer welfare and maintain strong connections. 

This customer-focused initiative is designed to provide nationwide support and keep our energy customers connected to their vital energy supply. By joining forces with Tasnetworks, we aim to enhance customer outcomes and reduce disconnections through a human-centred approach. 
 

How does it help? 

The Knock to Stay Connected Customer Code represents a collaborative effort among various stakeholders. In addition to the mandatory payment reminders and disconnection notices, this initiative will see a TasNetworks representative contact the account holder at their property. Hand-delivering essential information to customers and informing them about available support, before the disconnection process begins, this adds a final and direct pre-disconnection contact attempt to help customers avoid disconnection. 

Please be aware that you may be responsible for any fees or charges incurred as part of the disconnection and collections process.  Your account may also be subject to further collection actions with associated fees and charges if payment is not received. 

See the Disconnection for Non-Payment help page 
 

Does it work? 

National trials have shown remarkable success, with up to 80% of disconnections being avoided through this proactive approach. This initiative emphasises the significance of unity and the collective responsibility to ensure customer well-being.  

By becoming a signatory of the Knock to Stay Connected scheme, we're reaffirming its commitment to customer welfare and empowerment. This customer-led approach helps customers avoid energy disconnections and fosters a culture of collaboration, transparency, and continuous improvement.