Guidance for retailers to implement all Consumer Care Obligations from 1 April

The Electricity Authority Te Mana Hiko has published updated guidance to support electricity retailers to implement all the remaining Consumer Care Obligations (Obligations) from 1 April 2025.

We encourage all retailers to read the Consumer Care Obligations - Retailer guidance and ensure processes are in place to implement the Obligations effectively on time.

The guidance has a structured approach, that mirrors the Obligations, with dedicated sections for each part of the framework. It includes:

• Clear principles and expectations
• Good practice examples
• Summaries of retailers’ responsibilities

We held a webinar on Thursday March 20 to support electricity retailers and distributors to operationalise the Consumer Care Obligations. Thank you to everyone who attended.

View the webinar recording.

Retailers and distributors should ensure they fully understand and comply with all aspects of the Consumer Care Obligations from 1 April 2025.

The Obligations set minimum customer care standards for all retailers selling electricity to residential consumers to ensure a consistent and supportive level of service, regardless of which power company they choose.

On 1 January 2025 two protections came into force under the Consumer Care Obligations and from 1 April 2025 all protections are effective.

For any queries, please contact consumercare@ea.govt.nz