New guidance supports power companies to take a precautionary approach to protecting medically dependent consumers

New Zealand’s electricity regulator, the Electricity Authority Te Mana Hiko, has published new guidance to support power companies to take a precautionary approach to identifying, recording and protecting medically dependent consumers.

“The consequences of getting it wrong can be extremely serious for a medically dependent consumer. Power companies should err on the side of caution if they think someone may rely on power for critical medical support,” says General Manager, Legal, Monitoring and Compliance Airihi Mahuika.

Under the Consumer Care Obligations, power companies must not disconnect the electricity supply of a post-pay customer for not paying a bill if they know a medically dependent consumer lives in the household. They also must not recommend prepay plans to medically dependent consumers.

The guidance reinforces the precautionary approach required by the industry rules, ensuring protections are applied as soon as the power company becomes aware that someone may be medically dependent on electricity.

Around 20,000 consumers are currently recorded by power companies as medically dependent on electricity.

Protecting medically dependent consumers is one of the most important obligations retailers have and our role doesn't end with setting the rules,” says Mahuika. “Our Medically Dependent Consumer Protections dashboard provides greater visibility of registrations, disconnections and prepay use across the sector. This transparency helps consumers, supports accountability and enables us to closely monitor compliance.”

Retailers should read the Medically Dependent Consumer guidance alongside Part 11A of the Electricity Industry Participation Code and the Authority’s broader Consumer Care Obligations retailer guidance.

View guidance