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:
A retailer-initiated disconnection due to unpaid bills (after required notices are issued)
At your request for safety or renovation purposes
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
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
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.
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.
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.
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.
