Raise a concern about the Consumer Care Obligations

Before you raise a concern

If you have a concern, first you need to contact your power company to explain what the concern is and what you would like them to do. Your power company should always have an opportunity to resolve an issue first.

You will find your power company's contact details on their website and on your electricity bill. If you aren't sure who your power company is, find out by searching on Your meter. If you need support making a complaint to your power company, contact Utilities Disputes for assistance.

How to raise a concern with the Electricity Authority

If your power company does not address your concern to your satisfaction, follow the green button below to complete an online form so that we can understand how to help you.

You can also call us on 0800 62 62 44 to raise a concern. Our call centre is open 9am-5pm Monday-Friday, from 3 January 2025.

What happens next

The Electricity Authority can only consider concerns about the protections in force under the Consumer Care Obligations. From 1 January 2025, power companies must:

• ensure fees are reasonable and cost reflective
• not disconnect a customer who has a known medically dependent consumer in their household.

After you have raised a concern with the Electricity Authority about these protections, we will confirm receipt of your form and provide a reference number for your records. We will assess the details and get back to you.