Medically dependent consumer protections

About this dashboard

This dashboard shows the number of medically dependent consumers recorded by power companies (electricity retailers), disconnections and prepay use.

A medically dependent consumer is someone who relies on mains electricity for critical medical support or treatment and may face harm if their power supply is interrupted.

The insights support the Electricity Authority's work to monitor consumer protections and improve transparency across New Zealand’s retail electricity sector.

The dashboard is updated monthly using data submitted by power companies to the Authority. This may be corrected or updated over time.

If the data shows unexpected results or trends, potential harm or situations where power companies have not complied with their obligations, we will look into this. We may seek further information, undertake additional monitoring and analysis, and take compliance action where appropriate.

Consumer Care Obligations and information sharing

The Electricity Authority’s Consumer Care Obligations are rules that all electricity retailers must follow to help consumers stay connected and manage their power bills.

The obligations require retailers to treat consumers fairly, communicate clearly, provide support when people are struggling to pay their bills, and take extra steps to protect medically dependent consumers.

How medically dependent consumers are protected

One of the key requirements is that retailers must identify and support medically dependent consumers. Power companies must not disconnect the electricity supply of a post-pay customer for non-payment if they know a medically dependent consumer lives in the household.

Power companies must not recommend prepay plans to medically dependent consumers. Someone may choose a prepay plan or become medically dependent after joining one. Additional protections apply to medically dependent consumers who use prepay plans.