First compliance reports for retailers under Consumer Care Obligations due 30 September

The Electricity Authority Te Mana Hiko (Authority) is notifying electricity retailers that their 2024/25 compliance reports for the Consumer Care Obligations (Obligations) are now available to complete and are due by 30 September 2025.

Reports must be submitted in the prescribed form on the Authority’s Information Provision Platform.

This is the first year that retailers are required to provide a compliance report. As the Obligations partially came into force on 1 January 2025 and fully on 1 April 2025, this report covers the period 1 January to 30 June 2025.

Retailers will be asked to provide evidence supporting their report, including:

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

We plan to publish a summary of our findings once all reports are reviewed.

“The Obligations are foundational protections for all consumers," says Airihi Mahuika, General Manager Legal, Monitoring and Compliance. “These compliance reports will help us ensure retailers are meeting these requirements so all consumers are receiving a consistent and expected level of care. The reports will be an annual requirement, and we thank retailers for their continued efforts.”

The Authority will continue to focus on education and supporting retailers to comply with the Obligations, while also ensuring consumers understand their rights under these rules.

If you have any feedback or queries in relation to the Consumer Care Obligations please contact us at: consumercare@ea.govt.nz.