Consumer Care Obligations
Ensuring consistent electricity customer care standards for all households in Aotearoa.
Consumer Care Obligations
The Consumer Care Obligations are rules power companies must follow to ensure all households in New Zealand receive a consistent and supportive level of service.
Know your rights
You have the right to receive a consistent and supportive level of service from your power company. Two protections under the Consumer Care Obligations apply from 1 January 2025 and all protections apply from 1 April 2025.
From 1 January 2025
Two protections under the Consumer Care Obligations apply, ensuring that:
- you cannot be disconnected if your power company knows that you, or someone in your household may be medically dependent
- the fees you are charged by your power company must be reasonable and cost reflective.
From 1 April 2025
All protections under the Consumer Care Obligations apply from 1 April 2025. As well as the two protections above, your power company has obligations around:
- how they communicate with you
- ensuring transparency in fees, conditional discounts and bonds
- ensuring you are supported when you have payment difficulties and/or are facing disconnection
- the processes for requesting, recording, storing, sharing and using information about medically dependent consumers.
What does this mean for you?
The Consumer Care Obligations are a set of minimum electricity customer care standards that all power companies must follow for households in New Zealand. It means that:
- your power company should interact with you positively and respectfully
- you have strong customer protections, especially if you are in a vulnerable situation
- your power company must work with you to help access and afford a constant supply of electricity to meet your household's needs. For example, providing practical advice on your energy use, suitable pricing plans or payment options.
The aim is to help you stay connected and avoid a build-up of debt, while having access to the electricity you need.
Whether you are experiencing difficulties now or can see them coming in the future, talk or respond to your power company as soon as possible so they can help you.
Medically dependent consumers
If you, or someone in your household, relies on electricity to prevent serious harm to health, it’s important to let your power company know as soon as possible.
From 1 January 2025, power companies must not disconnect customers on postpay plans, if they know a medically dependent consumer may live in the household.
FAQs
Why were the Consumer Care Obligations introduced?
The Electricity Authority introduced the Consumer Care Obligations after a review of the previous voluntary Consumer Care Guidelines revealed they were being inconsistently implemented by power companies.
After working with industry and consumer groups, we established mandatory regulations to ensure a consistent level of care and service for all residential electricity customers.
What are reasonable and cost reflective fees?
This means the fees charged by power companies must reflect the costs of providing a service and should not exceed what’s reasonable.
Fees may include:
- Disconnection / reconnection fees
- Fixed-term contract termination fees
Fees do not include:
- The price you’re charged for your electricity use
- Lines charges
- Interest charges
- Duties, taxes, or levies
- Fees charged by unrelated third parties (eg, bank-imposed credit card fees).
What if I can't pay my bill?
If you are having difficulty paying your power bill, you should let your power company know as soon as possible. Your power company can work with you to find a suitable payment plan and provide you with information for further support.
Households with known medically dependent consumers cannot be disconnected for unpaid bills. However, they are still required to pay their bills, and power companies may take action for non-payment.
There are services that can provide you with financial support, for example MoneyTalks is a free and confidential helpline that can connect you with financial mentors and services in your community.
Issue with your power company?
