sch.1-sec.21When the holder must not arrange de-energisation

sch.1-sec.21 When the holder must not arrange de-energisation

Subject to subsections (2) and (3) , the holder must not arrange for de-energisation of a small exempt customer’s premises to occur— if the small exempt customer has made a complaint, directly related to the reason for the proposed de-energisation, to the holder under the holder’s standard complaints and dispute resolution procedures, and the complaint remains unresolved; or if the small exempt customer has made a complaint, directly related to the reason for the proposed de-energisation, to the Energy and Water Ombudsman Queensland, and the complaint remains unresolved; or if the small exempt customer is a residential exempt customer and is adhering to a payment plan under part 5 , division 2 of this schedule; or if the small exempt customer informs the holder, or the holder is otherwise aware, that the small exempt customer has formally applied for assistance to an organisation responsible for a rebate, concession or relief available under any government-funded rebate, concession or relief scheme and a decision on the application has not been made; or on the ground that the small exempt customer has failed to pay an amount on a bill that relates to goods and services other than for the sale of energy; or during a protected period within the meaning of the National Energy Retail Rules . Subsections (1) (d) , (e) and (f) do not apply if the reason for de-energisation was a failure to provide access to a meter. Also, subsection (1) does not apply if— the small exempt customer has requested de-energisation; or the de-energisation of the small exempt customer’s premises was due to— the fraudulent acquisition of energy at the premises; or the intentional consumption of energy at the premises otherwise than in accordance with the energy laws. (sch.1-sec.21-ssec.1) Subject to subsections (2) and (3) , the holder must not arrange for de-energisation of a small exempt customer’s premises to occur— if the small exempt customer has made a complaint, directly related to the reason for the proposed de-energisation, to the holder under the holder’s standard complaints and dispute resolution procedures, and the complaint remains unresolved; or if the small exempt customer has made a complaint, directly related to the reason for the proposed de-energisation, to the Energy and Water Ombudsman Queensland, and the complaint remains unresolved; or if the small exempt customer is a residential exempt customer and is adhering to a payment plan under part 5 , division 2 of this schedule; or if the small exempt customer informs the holder, or the holder is otherwise aware, that the small exempt customer has formally applied for assistance to an organisation responsible for a rebate, concession or relief available under any government-funded rebate, concession or relief scheme and a decision on the application has not been made; or on the ground that the small exempt customer has failed to pay an amount on a bill that relates to goods and services other than for the sale of energy; or during a protected period within the meaning of the National Energy Retail Rules . (sch.1-sec.21-ssec.2) Subsections (1) (d) , (e) and (f) do not apply if the reason for de-energisation was a failure to provide access to a meter. (sch.1-sec.21-ssec.3) Also, subsection (1) does not apply if— the small exempt customer has requested de-energisation; or the de-energisation of the small exempt customer’s premises was due to— the fraudulent acquisition of energy at the premises; or the intentional consumption of energy at the premises otherwise than in accordance with the energy laws.