Notification of suspension or disconnection of service

A service provider is within its rights to disconnect or suspend a customer who has not paid an overdue account, if the provider gives reasonable notice to its customer of its intention to do so.

Regarding notice of intention to disconnect, under Clauses 7.4.7 (a) and 7.4.9 (a) of the Telecommunications Consumer Protections (TCP) Code, 'a Supplier must make reasonable attempts to inform the Customer of the Supplier's impending Suspension of the Customer's Services [or decision to Disconnect the Service], at least 7 days prior to Suspension [or Disconnection]'.

Examples of 'reasonable attempts to inform the Customer' may include 2 or more attempts to contact via phone or letter or otherwise. Regardless of the success of these attempts, a supplier must ensure that a customer has received separate written notice of any intention to disconnect a service, before that service is cancelled. The TCP Code allows a service provider to use the same document to notify a customer both of imminent suspension of service and the possibility of subsequent disconnection of service [Clause 7.4.9 (d)].

The TIO will usually investigate where it appears that a provider has not given its customer sufficient notice of its intention to disconnect or suspend a service, or where notification is not in the appropriate form. Where such cases are found in the complainant's favour, the TIO will expect a provider to reconnect the customer's service without charge, and to provide appropriate notification if it intends to continue taking credit action. The TIO will also consider complaints involving allegations that disconnection or suspension of a service resulted in business loss. For more information, see the TIO’s position statement, Compensation for Business Loss.

The TIO may also investigate suspension or disconnection of service where a complainant claims that they notified their provider of difficulty in paying their account due to hardship. For more information, see the TIO’s position statement on Hardship and Payment Difficulties.

Updated: 12 May 2008

See also Reconnection fees charged following suspension of service.