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11 Consumers 373• where the retailer has issued all therequired notices to the customer and usedits best endeavours to make personalcontact with the customer to discusspayment options• where the customer has refused or failedto take any reasonable action towardssettling the debt (NERR, Rule 111).A customer may also be disconnected inother circumstances:• where the customer has failed to pay anyrequired security deposit (NERR,Rule 112)• where the customer has failed to open anaccount (for example, after moving intothe premises) (NERR, Rule 115)• where the customer has failed to allowaccess to their meter for three consecutivescheduled meter readings (NERR,Rule 113)• where the customer has used energyillegally (NERR, Rule 114)• where there are health and safety reasonswarranting disconnection (NERR,Rule 119(g)).If a customer has both their gas and electricitysupplied by the same retailer and theretailer becomes entitled to disconnect boththese fuels for non-payment, the retailermust disconnect the gas supply first andwait 15 business days before disconnectingthe electricity supply (NERR, Rule 117(4)).Customers who have been disconnectedmay have to pay a disconnection and/orreconnection fee. There may also be extrafees if reconnection is scheduled after hours(after 3pm weekdays) or if the disconnectionhas occurred at the pole rather than themeter box (see Miscellaneous charges at[11.370]).When a customer’s supply is disconnectedat the meter box, the distributor places asticker over the main switch, with a phonenumber to call for assistance. It is an offencefor a customer to remove that sticker andreconnect supply. If the arrears remainunpaid, the retailer may arrange for apole-top disconnection at the customer’sexpense (see Unauthorised energy usage at[11.520]).If a customer on a standard retail contracthas been disconnected for 10 business daystheir contract terminates at the end of the10th business day. This can mean a customerwill have to apply to a retailer for a newaccount, which may involve the payment ofa security deposit (NERR, Rule 70(1)(e)).[11.460] Notice requirementsbefore disconnectionBefore disconnecting energy supply, energyretailers are required to provide the customerwith several opportunities to makecontact or to seek assistance with payingtheir energy bills, so that disconnection ofsupply is a last resort. This applies to bothstandard and market retail contracts.If the customer has not paid a bill by thepay-by date, or has not adhered to anagreed payment plan, their retailer mayarrange for disconnection but only after thefollowing:• the retailer has issued a reminder noticegiving the customer no less than sixbusiness days to pay their bill or make analternative payment arrangement (NERR,Rules 108, 109(1))• the retailer has issued a disconnectionwarning notice, no earlier than the nextbusiness day after the end of the remindernotice period, giving the customerno less than six business days topay their bill or make an alternativepayment arrangement (NERR, Rules 108,110(1))• after issuing the disconnection warningnotice, the retailer must use its bestendeavours to make personal contact(either in person, by phone, fax or email)and the customer acknowledges receipt ofthe message (NERR, Rule 111(1)(e)).Reminder notices must be dated, state thedate on which the reminder notice periodends for payment of the bill, as well as theretailer’s phone number for complaints anddisputes (NERR, Rule 109(2)).Disconnection warning notices must bedated, state the reason for disconnection, thedate the disconnection warning period endsfor payment of the bill, contact details forEWON and phone numbers of the retailerand the distributor (NERR, Rule 110(2)).