Support for vulnerable customers

Medical dependency

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

If you or someone in your household is medically dependent on electricity we need to know so that we can ensure:

you get the information you need about any planned outages; and

your property’s electricity supply is not disconnected for non-payment under any circumstance.

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.

If you’d like to be registered 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 when they are joining us and check again at least once a year. This information may be retained on a special register; you have the right to check or change the information contained 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:

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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