Proposal to improve information sharing between retailers and distributors about medically dependent consumers

The Authority is proposing a new protocol to regulate information sharing between retailers and distributors about medically dependent consumers. This will align with the Consumer Care Obligations (Obligations) and support strengthened consumer protections.

Consultation on the proposed EIEP4A: Medically Dependent Consumers opens today and closes at 5pm on Tuesday 28 January 2025. The Authority invites feedback and input from all interested parties but notes it will be of particular interest to electricity retailers and distributors.

The Obligations mandate key protections for electricity consumers, supporting positive and respectful interactions between power companies and their customers. From 1 January, the Obligations will introduce specific protections for medically dependent consumers.

Currently, the voluntary Electricity Information Exchange Protocol 4: Customer Information (EIEP4) guides retailers’ and distributors’ approach to sharing information about medically dependent consumers. Feedback on our proposed Obligations highlighted key challenges with using EIEP4 for this purpose. Reasons included inconsistent adoption across the industry, infrequent or delayed data updates and risk to consumers’ privacy due to inclusion of unnecessary personal information.

In response to this feedback, we are proposing a new regulated protocol tailored to sharing medically dependent consumer information, EIEP4A: Medically Dependent Consumer Information. This would standardise the way information on medically dependent consumers is shared, protect consumer privacy by excluding unnecessary information from being shared, and ensure timely data updates.

We welcome feedback on this proposal to enable us to continue delivering effective regulation in the best interest of New Zealand’s electricity consumers.