Consumer Care Obligations compliance reports due by 30 September 2025

The Electricity Authority Te Mana Hiko is reminding electricity retailers that they are required to submit compliance reports for 2024/25 under the Consumer Care Obligations by 30 September 2025.

This is the first year retailers are required to provide this report – failure to do so may be a breach of the Electricity Industry Participation Code.

Retailers must report compliance with the Consumer Care Obligations (effective on 1 January 2025 and 1 April 2025) from 1 January to 30 June 2025 and provide supporting evidence, including:

• A copy of their customer care policy
• Staff training materials or internal guidance documents
• Hyperlinks to website pages with relevant information for consumers.

There are instructions on how to complete and submit the report and evidence on the Authority’s Information Provision Platform (InfoProv).

If you have any questions, are unsure how the Consumer Care Obligations apply to your business, or need assistance using InfoProv, please email consumercare@ea.govt.nz

We plan to publish a summary of our findings after we review all compliance reports.

About the Consumer Care Obligations