179Continuity of utility services—nonpayment of customer

179 Continuity of utility services—nonpayment of customer debt (1) This section applies to a complaint about the actual or potential withdrawal of a utility service because of a failure to pay a customer debt in relation to residential premises. (2) If the ACAT is satisfied that the withdrawal of the utility services causes, or would cause, substantial hardship for a consumer, the ACAT may give the respondent a written direction— (a) not to withdraw the service; or (b) if the service has been withdrawn—to restore the service as soon as practicable and, in any event, within 24 hours after the direction is given to the respondent. (3) A direction may contain ancillary directions, for example, that the service not be withdrawn— (a) during a stated period; or (b) unless the consumer fails to comply with a stated condition. Note See the national energy retail rules, pt 6 (De-energisation (or disconnection) of premises—small customers).