Medically dependent consumers
Access to electricity is important for everyone, but some people rely on electricity to prevent serious harm to their health.
Does your health depend on electricity?
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. You can do this or ask the electricity account holder for your household to tell your power company on your behalf.
If you switch to another power company, you must notify your new power company that you are a medically dependent consumer.
Get medically dependent consumer status
Complete a 'Notice of Potential Medically Dependent Consumer Status' and provide it to your power company
Prepare for when the power goes out
Power cuts happen from time to time, for many reasons. Even if you are medically dependent, a constant power supply cannot always be guaranteed. It is vital you have an emergency response plan in place.
Work with your healthcare providers and support people to prepare for when the power goes out. Ensure you have backup power solutions and alternative arrangements are ready.
Make a power cut emergency plan
It's vital you prepare for when the power goes out so you can remain safe and well. Make an emergency plan and share it with the people you rely on.
Know your rights
From 1 January, customers have the right not to have their electricity supply disconnected if their power company knows a household member may be ‘medically dependent’. This applies:
- to customers on a postpay electricity plan, and
- if a household member has been registered as medically dependent with the power company, or is in the process of applying for ‘medically dependent consumer status'.
Note, this does not apply for customers on prepaid power plans or in the event of a planned or emergency power cut.
FAQs
What do I do if I am disconnected?
If you, or someone in your household is medically dependent, make sure to:
- Follow your emergency plan
- Contact your power company immediately to let them know your power has been cut
- If you cannot get through to your power company, contact Utilities Disputes on 0800 22 33 40
- Call 111 if there is a medical emergency
When your power is reconnected, if you have any concerns about the disconnection process not meeting the Consumer Care Obligations, you can raise a concern with the Electricity Authority. If you are unsure, contact Utilities Disputes for assistance.
What’s the difference between disconnection and a power cut?
A disconnection is when your power company turns off your electricity. For example, due to non-payment.
A power cut or outage can be planned or unplanned:
- Planned power outages can be scheduled to complete necessary maintenance work on distribution networks or the national electricity transmission grid. Affected properties would be advised by their power company, lines company or Transpower.
- Unplanned power outages can occur when distribution or transmission infrastructure is damaged from bad weather, natural disasters or equipment failure or in the unlikely event there is not enough electricity generation to meet supply.
Why choose a postpaid plan?
It's safer for households with medically dependent consumers to be on postpaid (not prepaid) power plans, where electricity is paid after it is used, usually monthly. Postpaid customers cannot be disconnected for non-payment if the power company knows a medically dependent consumer lives there. On prepaid plans, electricity supply will stop if/when the account runs out of credit.
If you would like support finding a suitable power plan, contact your power company and they can advise on the most suitable plan for your household's circumstances and electricity use.
You can also use Powerswitch, a free tool funded by the Electricity Authority, for you to compare different power deals and choose the power company and plan that best suit your needs.
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. They 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, these households are still required to pay their bills, and power companies may take action for non-payment.
There are services that can provide 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?
