Highlighting retailers’ obligations to protect medically dependent consumers

On 1 April, the Electricity Authority (Authority)’s Consumer Care Obligations came into full force, giving New Zealanders new rights as power consumers. Under these rules, retailers must not disconnect medically dependent consumers, and must notify the Authority as soon as they become aware if such a disconnection occurs.

This includes instances where a person’s medically dependent application is pending, or if the retailer becomes aware through other means that a medically dependent consumer may be living at a property.

This protection applies to customers on post-pay plans. Retailers must not recommend prepay plans to medically dependent consumers.

If a retailer disconnects a medically dependent consumer on a post-pay plan, they must reconnect them and let the Authority know as soon as possible through our Information Provision Platform.

These requirements do not apply to emergency disconnections or planned and unplanned network outages. However, in a significant emergency such as a major weather event, we expect retailers and distributors to adopt a proactive and coordinated response to quickly identify and notify medically dependent consumers.

If you have any questions, please email consumercare@ea.govt.nz.