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Support for vulnerable customers

Medical dependency

If you or someone in your household is medically dependent on electricity we understand that your electricity supply and back-up arrangements are quite literally a lifeline for you.

We need to know if you or someone in your household is medically dependent on electricity so we can provide you with the information you need about any planned outages and we ensure that your property’s electricity supply is never disconnected for non-payment.

If we know you are medically dependent on electricity we will maintain a record in our system so that we treat you with the extra care you need.

To register as a medically dependent household you can notify us at any time. We will request information about your dependency, for example a medical certificate to verify your needs. We also ask all of our customers whether they’re medically dependent on electricity when they join us and we check again at least once a year.

This information may be retained on a special register and you have the right to check or change the information we hold about you.

Vulnerable customer

If you or someone in your household is a vulnerable customer we need to know so we can provide the right support or connect you with those that can help.

The Electricity Authority says someone could be a vulnerable customer if:

(a) for reasons of age, health or disability, the disconnection of electricity would present a clear threat your health or wellbeing; and/or

(b) it is genuinely difficult for you to pay your electricity bills because of severe financial insecurity, whether temporary or permanent.

If you are vulnerable, please give us a call on 0800 947 967 or email us.

Payment difficulties

If you're having difficulty making a payment, it’s really important you reach out to us as soon as you can. We’re here to help.

If a payment is scheduled for a day that doesn’t suit, let us know and we’ll see if we can reschedule that payment or come up with a payment plan for you.

Need support or advice to manage your budget or to help with payments for your energy? Contact:

Citizens Advice Bureau: 0800 FOR CAB (0800 367 222)

New Zealand Federation of Family Budgeting Services: 0508 BUDGET (0508 283 438)

Salvation Army: Check their website for local contact details.

Work and Income New Zealand: 0800 559 009

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