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As with any other complaint, the company must have an opportunity to resolve the matter before we become involved. Normally that means if you haven’t phoned the company before contacting us, we'll refer you back to its contact centre — and we won't take the complaint for investigation unless you’ve made at least two attempts to sort things out.
However, if the disconnection or restriction has already taken place, and the situation seems quite serious, we may contact the company and ask it to phone you.
Once we've taken your complaint for investigation though, we’ll ask the company to either to reconnect your supply (take the restriction off, if it’s water) or, if it’s about to happen, not to disconnect or restrict.
It's standard EWOV procedure that you’re expected to pay the part of the bill you aren’t disputing. In disconnection cases, however, there are often capacity to pay issues which make this policy difficult to apply. We do expect that you’ll negotiate a payment plan you can afford. It's also not unusual for us to suggest you see a financial counsellor. Sometimes, especially if there’s difficulty negotiating a payment plan, we may arrange for you to see a financial counsellor, specifically to advise on your capacity to pay.
Return to Your supply has been cut off (or it’s about to be)
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A typical resolution to a disconnection case is
the negotiation of a payment plan. This often involves referral to the
company’s hardship team. If you don’t stick to the plan and your supply
is disconnected again, it may not be possible for us to accept another
complaint from you, unless something has changed.
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