Retailers required to complete 2025/26 Consumer Care Obligations compliance reports

Electricity retailers are invited to start completing their 2025/26 Consumer Care Obligations compliance reports, due by 30 September 2026.

Airihi Mahuika, General Manager Legal, Monitoring and Compliance, says the compliance reports are a key tool for monitoring retailer compliance and strengthening consumer protection.

“The Consumer Care Obligations are a cornerstone of consumer protection in the electricity sector.

“The Obligations set minimum standards that all retailers must meet when selling electricity to residential consumers. They help ensure consumers receive a consistent level of care regardless of which power company they choose.

“These annual compliance reports help the Electricity Authority assess how retailers are implementing and ensuring ongoing compliance with the Obligations and identifies where improvements may be needed.

“The reporting strengthens accountability across the sector and helps ensure consumers receive the standard of consumer care expected under the Obligations.

“We appreciate retailers’ ongoing commitment to meeting these obligations and improving outcomes for consumers.”

The Consumer Care Obligations came fully into force on 1 April 2025, and the reporting period covers 1 July 2025 to 30 June 2026.

The Authority will publish a report summarising the findings after reviewing all reports. You can read the previous 2025 Consumer Care Obligations compliance report.

Retailers have been contacted directly about how to access and complete the online reporting form. Failure to submit a report, or non-compliance identified through the reporting process, may be a breach of the Electricity Industry Participation Code 2010 and result in further engagement or compliance action by the Authority.

For further information, retailers can read the Consumer Care Obligations retailer guidance and contact consumercare@ea.govt.nz