New investigation into alleged Consumer Care Obligations breach

The Electricity Authority Te Mana Hiko (Authority) has started an investigation into an alleged breach of the Electricity Industry Participation Code (Code).

We are investigating alleged breaches of the Consumer Care Obligations in the Code by Genesis Energy Limited in relation to the disconnection of a medically dependent consumer.

A medically dependent consumer is a residential consumer who depends on mains electricity for critical medical support, where losing power may result in serious harm or loss of life.

It is also alleged that Genesis breached a number of other provisions in the Consumer Care Obligations related to protections for medically dependent consumers.

Read the investigation notice

Any participant who believes they are affected by the matters under investigation, and wishes to become a party to the investigation, please notify the investigator by 5pm, 24 July 2026 by emailing compliance@ea.govt.nz (reference 2512GENE1).

Our compliance approach

Monitoring, investigating and enforcing compliance with the Code is a core part of the Authority’s role. A secure, reliable and efficient electricity system depends on participants meeting their obligations.

Our compliance strategy and monitoring framework sets out how we monitor compliance, support participants through education, investigate potential breaches and take enforcement action. It also explains the principles which guide our work – transparency, proportionality and fairness.

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