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Restriction and disconnection for non-payment

We can help with your complaint about your service being suspended, restricted or disconnected because you haven’t paid overdue charges. To resolve your complaint, we consider the law, good industry practice and fairness.

Types of complaints about restriction and disconnection

We deal with complaints about a consumer’s service being suspended, restricted or disconnected:

  • without reasonable notice
  • while they were disputing the restriction, disconnection or suspension, or while it was being reviewed.

What you should expect from your provider: the law and industry practice

You should be warned before your service is disconnected 

Before they restrict, suspend or disconnect your service, your provider must give you five days notice in writing. Before disconnecting your service they must also give you a disconnection notice explaining what will happen next.

Your service shouldn’t be disconnected while you are disputing the charges 

Your provider must not restrict, suspend or disconnect your service because of overdue charges that you are disputing with your provider or through the TIO.

You can ask for the disconnection to be reviewed 

You can ask your provider to review their decision to restrict, suspend or disconnect your service. They must review the decision and, if you’re still not happy, tell you how to make a complaint. 

More information

For more detailed information see our guidance on Restricting or disconnecting a service for credit management reasons - in detail.

This page was last updated on
30th Aug 2021