Electricity Authority shines light on protections for medically dependent electricity consumers

Power companies must support customers who rely on electricity for medical reasons. The Electricity Authority Te Mana Hiko, is shining a light on this support and urging people who rely on electricity for medical reasons to let their power company know.

The new Medically Dependent Consumer Protections dashboard highlights the numbers of medically dependent consumers, disconnections and prepay use.

“No one in New Zealand should be put at risk because they rely on electricity for their critical medical needs,” says Airihi Mahuika, General Manager Legal, Monitoring and Compliance.

Medically dependent consumers depend on mains electricity for critical medical support or treatment, where a loss of power could result in loss of life or serious harm.

The 20,000 medically dependent consumers in New Zealand are entitled to special protections under the Consumer Care Obligations, mandated by the Authority in 2025.

“Losing power can have serious consequences for these consumers and we are closely monitoring how those protections work in the real world.

"The dashboard helps us do that. It also lets everyone else see how power companies are doing when it comes to supporting some of New Zealand’s most vulnerable consumers,” says Mahuika.

People should contact their power company if they rely on electricity-powered medical equipment, or if they live with someone who does. The power company will record their status as a medically dependent consumer if they meet the criteria.

"It’s really easy to do and helps your power company understand your needs and ensure you’re protected under the Consumer Care Obligations," says Mahuika.

The Consumer Care Obligations include specific requirements for power companies to identify, support and protect medically dependent consumers. These protections cover disconnections, information sharing, prepay plans and emergency response planning.

"Public reporting is an important part of transparency and accountability. Where the data identifies unexpected trends, potential harm or possible non-compliance, we investigate and take regulatory action where appropriate," says Mahuika.

Not every interruption to electricity supply can be prevented. Network outages, emergencies and other unplanned events can occur. Medically dependent consumers should have an up-to-date emergency response plan and ensure their contact details are current with their retailer.

More information

• View the medically dependent consumer dashboard
• Read If you need power for medical reasons to learn about applying for medically dependent consumer status and the support available under the Consumer Care Obligations