New Zealanders have new rights as power consumers

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 www.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, and we’ve engaged with both industry and community advocates such as ConsumerNZ to make this happen. 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.