From today, New Zealanders have new rights as power consumers under the Electricity Authority Te Mana Hiko’s (the Authority) Consumer Care Obligations (the Obligations). These new rules significantly increase the support people can expect from their power retailer – to help them find the best plan for their needs, understand their power use, manage bills, and stay connected.
Authority General Manager Retail and Consumer Andrew Millar says the obligations set customer care standards that all power companies must follow, and New Zealanders can rely on.
“The new rules include requirements for respectful communication, protection for vulnerable consumers, and fair and reasonable fees. Retailers have indicated to us that they are ready to meet these obligations, and our new retail monitoring regime means we’re ready to ensure that happens.
“Now we want all New Zealanders to know what they can rightfully expect from their power retailer, and who to turn to if they do have a problem,” says Millar. “We’ve published this information on yourpower.co.nz
“Kiwi households rely on electricity and deserve to receive a consistent and reliable level of customer care. With lines charges going up this year, it was particularly important to us that the Obligations are fully effective well before winter. We’ll keep an open mind about whether further strengthening of the rules is required as the Obligations are bedded-in, and we monitor for compliance and consumer outcomes.”
The Authority advises anyone having trouble with their power provider to first contact their retailer but highlights that Utilities Disputes UDL.co.nz is the place to go for help with power related complaints.
“Power companies are on board with the new Obligations and have worked quickly over the past four months to ensure they’re ready to comply,” Millar says. “But if you have a problem you can’t solve with them directly, you can contact UDL, who provide a free, independent service to resolve complaints between consumers and their power or gas company.”
Support and resources for the Consumer Care Obligations are available on the Electricity Authority’s website www.yourpower.co.nz
UDL can be contacted online at udl.co.nz or on 0800 22 33 40
SUMMARY OF THE NEW CONSUMER CARE OBLIGATIONS
What do the Consumer Care Obligations mean for you, and what should you do if you need support?
What are the Consumer Care Obligations?
The Consumer Care Obligations are minimum standards that all power companies must follow when supplying electricity to residential consumers. These obligations provide:
- stronger customer protections, especially for those in vulnerable situations
- fair and respectful treatment from power companies
- better support for consumers experiencing financial difficulty
- clear, transparent pricing with no unfair fees.
How do they protect me as a consumer?
The Consumer Care Obligations set clear rules to ensure fairness and support for all electricity consumers. These include:
- Protection for vulnerable customers. If you are experiencing financial hardship or rely on electricity for medical reasons, power companies must work with you to keep your power on.
- Respectful communication. Power companies must engage with customers in a supportive and helpful manner.
- Fair and reasonable fees. Power companies cannot charge excessive or hidden fees. Fees must be transparent and reasonable and based on actual costs.
What should I expect from my power company?
Power companies are required to provide positive, practical advice on reducing bills and tailored payment plans if you are experiencing payment difficulties. You should also expect:
- Clear communication about your energy use and bills
- Flexible payment options if you are experiencing financial difficulties
- Support to avoid disconnection, including tailored solutions to help you pay your bill over time.
Your power company should support you to stay connected and avoid debt. You should expect proactive communication and referrals to support services as disconnection should be a last resort.
What rights do I have when it comes to fees?
Power companies must charge fair and cost-reflective fees. This means:
- No excessive or hidden charges
- Not using fees as a penalty (such as excessive late payment fees)
- No unexpected fees.
Can my power company disconnect me?
Your electricity provider must follow a set process before they disconnect you, which includes giving you time to pay any outstanding debt. Seek help if you need it and discuss options with your power company to manage your power costs to avoid disconnection.
Your power company cannot disconnect your power if they are aware that you or someone in your household is medically dependent on electricity. To ensure this protection, it is important to:
- Inform your power company if someone in your household relies on medical equipment powered by electricity
- Work with your provider to ensure they have the correct details recorded.
What can I do if I’m struggling to pay my bill?
If you are having trouble paying your electricity bill, it is important to contact your power company as soon as possible.
Power companies are required to:
- Offer flexible payment plans to help you manage your bills
- Provide information to assist with energy-efficiency
- Suggest suitable pricing plans based on your needs.
The sooner you reach out, the more your power company will be able to do to help you stay connected.
What if I’m not happy with my power company’s service?
If you are unhappy with how your power company is treating you, there are steps you can take:
- Contact your power company and give them time to solve the problem
- If you are still unhappy, you can contact Utilities Disputes Resolution (UDL), who provide a free, independent service to resolve complaints about electricity and gas.
If you or UDL have a serious concern about a power company’s behaviour, the Electricity Authority will investigate.
If you believe your power company is not meeting its Consumer Care Obligations, you can also raise a concern with the Electricity Authority.
We encourage you to first contact your power company and UDL as they may be able to resolve your issue more quickly.
How does the Electricity Authority ensure these rules are followed?
The Electricity Authority monitors power companies to ensure they follow the Consumer Care Obligations. If a power company fails to meet these rules, the Authority will take appropriate action to enforce compliance.
Most power companies aim to do the right thing, but consumers should know their rights and speak up if they are not receiving fair treatment.
Learn more about your power and consumer rights at www.yourpower.co.nz
