Our projects
Consumer protection

Consumer Care Guidelines

Developing new Consumer Care Guidelines for retailers to better serve consumers.

Overview

The Consumer Care Guidelines are intended to support power companies to deliver a consistent and supportive standard of care to consumers. They were created by the Electricity Authority in conjunction with the electricity sector.

The Guidelines provide guidance on customer sign-up processes, what power companies should do when consumers are struggling to pay their bills, and importantly, how power companies ensure medically dependant customers are protected – plus more.

It is currently voluntary for power companies to implement the Guidelines. We have found they are not being applied consistently by power companies across Aotearoa.

We consulted on four options to strengthen and update the Guidelines to ensure New Zealanders receive a consistent level of care, regardless of which power company they choose. Thanks to all who provided input. We are carefully considering all feedback before we decide on next steps.

Timeline

Past activity

Project background

In April 2020, following a recommendation from the Electricity Price Review and industry feedback, we reviewed our guidelines for retailers on arrangements to assist medically dependent and vulnerable consumers. There had been significant change in New Zealand’s electricity industry and the existing guidelines were no longer fit for purpose. Our review led to the replacement of the medically dependent consumer and vulnerable consumer guidelines with new Consumer Care Guidelines.

The intent of the Consumer Care Guidelines is to help retailers to:

  • adopt behaviours and processes that foster positive relationships with domestic consumers
  • help domestic consumers maximise their potential to access and afford a constant electricity supply suitable for their needs
  • help domestic consumers minimise harm caused by insufficient access to electricity or by payment difficulties
  • engage with medically dependent consumers - these customers must be identified and recorded as early as practicable and not disconnected for non-payment.