New guidance to help retailers meet Consumer Care Obligations

The Electricity Authority Te Mana Hiko has published guidance for electricity retailers to help them implement the Consumer Care Obligations (Obligations) that apply from 1 January 2025.

The Obligations are minimum standards all retailers must comply with if they sell electricity to residential consumers and are designed to ensure consumers get a consistent level of care regardless of the power company they use.

From 1 January 2025, retailers must ensure all fees are reasonable and cost reflective. They will also be prohibited from disconnecting households on post-pay plans where the retailer knows a medically dependent consumer may be living there.

If, for any reason, a retailer disconnects a medically dependent consumer, they must notify the Authority as soon as they become aware via our information provision platform.

The guidance will help retailers understand when they must comply with the Obligations, and how to do so. We will publish further guidance on the remaining Obligations, including those that will apply to other industry participants such as distributors and traders, before these taking effect on 1 April 2025.

Consumer Care Obligations – Retailer guidance
About the Consumer Care Obligations