My energy supplier is cancelling my contract
Have you received a letter from us stating that your contract is going to be, or has been, cancelled? We inform you of what you can do and why a contract is important.
On this page
- How do you prevent your contract from being cancelled?
- What if you cannot find a solution?
- Why do you need to have a contract?
- What does disconnection entail?
- How much does disconnection cost?
Track the status in real time
Did you receive a letter with a login code? Track the status of your energy contract in real time.
How do I prevent my contract from being cancelled?
Follow these steps to prevent your energy supplier from cancelling your contract.
- 1
Call your energy supplier directly
If your contract is cancelled because you can no longer pay the bill, please contact your energy supplier.
- 2
Request a solution
Ask your energy supplier if a solution is possible. This could include a payment plan, for example.
Meer informatie
Having trouble paying your energy bill?
You may be able to continue receiving energy. Your energy supplier cannot cancel your contract once you have set up a payment arrangement with your energy supplier or apply for debt relief. However, you must meet certain conditions for this. It is important that you or your administrator/debt relief adviser contact your energy supplier by phone today to discuss the situation. Then contact us at 088 857 70 00 to avoid disconnection. Read more about this on the ACM website (Dutch).
- 3
Found a solution?
Your energy supplier cannot cancel your contract once you have requested a payment arrangement with your energy supplier or applied for debt relief.
Read more about payment difficulties at ACM (Dutch) - 4
Your energy contract remains active
By making arrangements with your energy supplier, your contract will not be cancelled.
What if I cannot find a solution?
If you are unable to find a solution with your current energy supplier, you must find another one as soon as possible. Follow the steps below to arrange a contract with another energy supplier.
- 1
Find an energy supplier
Contact an energy supplier (Dutch) - 2
Take out an energy contract
Arrange for a new contract to take effect immediately. Due to the legal cooling-off period, a contract will sometimes only start 10 working days after your registration. Inform your energy supplier that you wish to waive the cooling-off period, which means your contract starts immediately.
- 3
Check the start date
Have you received your new contract? Be sure to check that the start date is correct. If it is incorrect, please contact your energy supplier to bring this date forward.
Why do I need to have a contract?
The daily use of electricity and/or gas is generally required to live or work comfortably. As part of this, you need a contract with an energy supplier in which you agree to pay the supplier for the use of electricity and/or gas. You also pay our network charges through the supplier. Without a contract, we would have to disconnect your electricity and/or gas supply and this costs money. Of course, we would rather not have to resort to disconnection because you will then no longer be able to do things such as take hot showers, use the internet or charge your (mobile) devices.
A contract is also required even if your property is vacant. Ask your energy supplier about available options.
What does disconnection of electricity and/or gas entail?
There are 2 ways in which we disconnect service. We prefer to do this via the meter cupboard:
Disconnection indoors: via the meter cupboard
Electricity
We remove the main fuse when disconnecting electricity. If you have a circuit breaker instead of a main fuse, we will switch that off. We seal the main fuse box and put a padlock on it.
Gas
When disconnecting the gas supply, we put a cap on the main valve and lock it with a padlock. Or we seal the main valve, which ensures that it can no longer be opened and you can no longer use the connection.
For safety purposes, a gas connection may remain shut off for a maximum of 12 months. After this, you decide whether to have the connection reconnected or permanently removed. If you do not make a decision regarding this, we will remove the connection.
Outdoor disconnection: underground
We disconnect electricity and/or gas outside if we do not have access to your meter cupboard. This requires us to dig into the ground and interrupt the cable or pipe. An outdoor disconnection requires 3 technicians and a lot of equipment. For example:
- equipment to excavate the cable or pipe;
- a device to cut the cable or pipe;
- a cap that seals the cable;
- a type of resin that seals the pipe tightly so that no moisture can seep in.
Consequently, the costs of an outdoor disconnection are much higher.
What does disconnecting electricity and/or gas cost?
Quickly and easily see the costs associated with disconnection.
Unfortunately, the answers in this tool are currently only available in Dutch. The answers are translated at the bottom.
Who pays for the energy used if there is no contract?
If there is no contract with an energy supplier at your address, we have to pay for the energy used. Naturally, that is not the intention. In such a situation, we therefore disconnect the energy supply as soon as possible. We then determine who used the energy and send a bill for consumption without a contract.
What is the login code in the letter for?
Did you receive a letter with a login code? If so, there is no energy supplier contract for electricity and/or gas registered at your address. Log in to see what you need to do. Have you already arranged a contract? Then log in to check the status to ensure that you can (continue to) use electricity and/or gas.
Once your contract starts, you can log in for another 10 working days. The login code will expire after this time.
Information for debt relief advisers
Are you a debt relief agency and has your client received a letter about not having a contract with an energy supplier? If so, please contact our customer service team as soon as possible so that we can help you and your client.
Frequently asked questions
I can no longer pay my energy bill. Now what?
If you cannot pay your energy bill, you must contact your energy supplier as soon as possible. They will help you find a solution. If they still cancel the contract, we are legally obliged to disconnect you from the gas and/or electricity grid. You will always receive a letter from us about this first.
Heeft dit antwoord u geholpen?What happens if my (new) energy supplier notifies you of the contract too late?
If your energy supplier fails to notify us of your contract on time, we are legally obliged to disconnect the property from the energy network. We advise you to contact your energy supplier by phone and ask about options to get your energy contract up and running as soon as possible.
Heeft dit antwoord u geholpen?