Electricity Authority review finds growing awareness of services that help consumers

The Electricity Authority Te Mana Hiko has published a post-implementation review of measures introduced in 2021 to increase awareness of Utilities Disputes, and electricity price comparison and switching services.

"Giving people the information they need to confidently make decisions about their power, and to compare plans and access support when they need it is a key focus for the Electricity Authority,” said Airihi Mahuika, Electricity Authority General Manager, Legal, Monitoring and Compliance.

“When people know where to go for support and have access to comparison and switching tools, they're better placed to find plans that meet their needs and get help when issues arise.

"It's encouraging to see awareness improving, but there is more work to do. We will continue working to ensure people can easily find the information, tools and support they need to make informed choices about their power.”

The review found that most retailers and distributors are complying with the relevant requirements in the Electricity Industry Participation Code, making information about these services generally available to consumers.

While awareness of dispute resolution services remains relatively low, there are signs it is improving. Complaints to Utilities Disputes rose steadily following the Code change and have continued to trend upward over time. Utilities Disputes 2025/26 annual report recorded a 62% increase in complaints compared with the previous financial year, suggesting more consumers are aware of where to go for help when issues arise.

The review also found that around 60% of consumers are aware of comparison and switching services, although awareness is lower among lower-income households.

From 30 October, retailers will be required to include information about Utilities Disputes on power bills, rather than providing it only with billing communications. The Authority is also promoting Utilities Disputes through its price comparison website www.Billy.govt.nz. These measures are expected to help more consumers access the support available to them.

The Authority will continue to look for ways to make information about these services easy to find and access, particularly for consumers who may benefit most, including lower-income and potentially more vulnerable households.

The review findings will inform the Authority's ongoing work to improve consumer outcomes by helping more people access support, compare plans and make informed choices about their power. This includes monitoring compliance with upcoming new billing requirements, promoting Billy, and helping more consumers access the information, tools and support available to them.