- What is a remote disconnection or reconnection?
- Remote disconnection or reconnection means we can turn the power off or on at your property using your smart meter – without needing to send a technician. It’s quick, safe, and often completed within minutes of your request or scheduled time.
- When might my electricity be remotely disconnected?
- Remote disconnection can occur in the following situations:
- You’ve requested disconnection (e.g., you’re moving out)
- A retailer-initiated disconnection due to unpaid bills (after required notices are issued)
- At your request for safety or renovation purposes
- Remote disconnection can occur in the following situations:
- Can anyone’s property be remotely disconnected?
- No. Remote disconnection is only done when it’s safe and permitted. We will not proceed with remote disconnection if:
- Life support equipment is in use at the property
- There are critical safety systems affected (e.g., lifts, emergency lighting)
- You inform us that it is unsafe to do so
- No. Remote disconnection is only done when it’s safe and permitted. We will not proceed with remote disconnection if:
- What do I need to do before a remote disconnection?
- If you’ve requested a disconnection:
- Let us know if it’s safe to proceed remotely
- Tell us if life support equipment is in use
- Advise if any safety-critical systems (e.g., lifts or alarms) will be impacted
- Our staff will run through a checklist to assess whether remote disconnection can be done safely. If remote disconnection isn’t suitable, we’ll arrange an alternative options
- If you’ve requested a disconnection:
- When will my power be reconnected after I request it?
- Remote reconnections are typically completed within a few hours, often faster. However, the following must be confirmed first:
- Someone authorised is present at the property
- All electrical appliances are turned off
- No recent or ongoing electrical work is occurring
- The main switch is turned off
- We’ll guide you through a quick safety checklist before proceeding.
- Remote reconnections are typically completed within a few hours, often faster. However, the following must be confirmed first:
- Is it safe to have my electricity remotely reconnected?
- Yes – but only when it’s safe to do so. Before reconnecting remotely, we’ll ask you questions to confirm:
- All appliances are off
- There’s no exposed wiring
- No electrical work is in progress
- You are at the property and can access the switchboard
- If any safety risk is identified, we won’t proceed remotely and may organise a technician visit.
- Yes – but only when it’s safe to do so. Before reconnecting remotely, we’ll ask you questions to confirm:
- What if I have life support equipment at my property?
- If life support equipment is registered or in use, we will not disconnect you remotely without your consent. Please ensure your life support registration with us is up to date.
- For reconnections, we’ll take extra care to ensure safe restoration.
- What if I’m not home during the remote reconnection?
- We can only reconnect remotely if:
- You (or someone authorised) is at the property
- Safety checks are completed
- If you’re not home, we may need to delay the reconnection or arrange an alternative method.
- We can only reconnect remotely if:
- What happens if the remote service fails?
- If the remote reconnection or disconnection fails (e.g., due to meter issues), we’ll notify you and organise a field technician to visit, if needed.
- Who can I contact if I have questions or feel unsafe about a remote action?
- You can contact our customer service team at 1300 689 866 or support@covau.com.au. Your safety is our priority – we’ll never proceed with a remote service if it’s unsafe or if you’re unsure.
- How much does it cost?
- Additional information on fees and charges can be found at https://www.covau.com.au/additional-fees/
