The disconnection rules govern the conditions on which an energy supplier or grid operator may end the supply of electricity, gas or heat to a small consumer. Because energy is a basic necessity, strict safeguards apply.
Legal basis
Since 1 January 2026 the Energy Act sets the framework, elaborated in the disconnection regulation for small consumers. Where there are arrears, the supplier must send at least one written reminder, offer a payment arrangement, point out the availability of debt assistance and offer to pass the customer’s details, with consent, to the municipal debt assistance service. Only once those steps have been taken and the customer has not responded may disconnection follow. During the winter period, from 1 October to 1 April, disconnection for non-payment is in principle prohibited, subject to exceptions such as fraud, misuse or the customer’s own request. Customers with a registered medical indication enjoy additional protection.
How it works in practice
The obligations lie partly with the supplier and partly with the grid operator, which carries out the physical disconnection. For the customer it is important to respond to the reminders: the offer of a payment arrangement and the referral to debt assistance are precisely the moments at which disconnection can be avoided. Once disconnected, the reconnection costs fall on the customer.
Where it goes wrong
Suppliers omit one of the compulsory steps, which makes the disconnection unlawful. A second problem arises on moving house and with business connections at a residential address, where the protection does not always apply. Third, customers do not respond to letters from the supplier, when it is those letters that trigger the protection.
Related terms
The rules connect to the consumer energy contract, the supply licence and the grid operator.
Is disconnection looming? Our energy law specialists check whether the procedure was properly followed.
