New priority framework for monitoring effectiveness of Consumer Care Obligations

The Electricity Authority Te Mana Hiko (Authority) has published a framework for how we will monitor the effectiveness of the Consumer Care Obligations (Obligations), including enduring priorities and specific priorities over the next two years. The Obligations were fully mandated in April 2025.

Retailers must comply with all of the Obligations, however, we have identified the priority areas where we will focus our resources. Our compliance monitoring will prioritise the Obligations that pose a higher risk of serious consumer harm from non-compliance by retailers.

The following enduring priority areas will require ongoing monitoring:

• retailers must not electrically disconnect customers they know to be medically dependent
• retailers must help customers to stay connected and manage their power bills
• retailer’s fees must be reasonable, including prepay plans.

Our specific priorities for 2026-27 are laid out in the framework. The timing and focus of these priorities may change depending on the information and data that we receive.

If you have any questions about the Consumer Care Obligations, please contact consumercare@ea.govt.nz.

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