The Payment Enforcement Protocol sets out our policies regarding enforcement timelines, assistance and related processes (without limiting our rights under the VPPSA).
Currently, this Protocol is:
- Step 1 – within 24hrs of the direct debit payment not being received. Our payments process provider (Go Cardless) will enact processes to inform you of non-payment and how to rectify your direct debit process;
- Step 2 – 7 days overdue. We will notify you via email of your overdue payment and advise that if you are having trouble paying to contact us or the DCEP Association about options to assist;
- Step 3 – 30 days overdue. We will remove your access to any remote functionality (portal access);
- Step 4 – 60 days overdue. We will physically disconnect your device and you will now be 100% reliant on your energy retailer for your energy needs; and
- Step 5 – 90 days overdue. Your VPPSA will be terminated by us. We will inform the default to credit reporting bodies and we will begin action to recover the termination payment from you (we will also have the right to remove the equipment).