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
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4 September - 2 October 2023
Consultation —Improving the Consumer Care GuidelinesView consultation -
September 2023
Consultation —Options paper
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1 June 2023
Report —1st review of retailers’ self-assessed alignment with the guidelines
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9 May 2023
Letter from Chief Executive —Findings from 2022/23 review of retailers’ self-assessments
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August 2022
Review —Alignment review of retailers' self-assessments started
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31 December 2021
Compliance —Deadline for retailers to comply with the consumer care guidelines
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1 July 2021
Implementation —Consumer care guidelines took effect
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30 March 2021
Decision —Consumer care guidelines to replace guidelines on arrangements for assisting vulnerable consumers and medically dependent consumers
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29 March 2021
Letter from Chief Executive —Referral of issues raised during the consumer care guidelines consultations and development process
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23 February - 9 March 2021
Consultation —Technical consultation: consumer care guidelinesView consultation -
22 - 26 February 2021
Event —Technical consultation briefing webinar
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Consumer care guidelines technical consultation - slides22 February 2021
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22 October - 11 November 2020
Event —Workshops in Auckland, Christchurch and Wellington
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MDVC Initial session - case for change3 August 2020
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MDVC Workshop 1 - consumer journeys3 August 2020
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MDVC Workshop 1 - policy questions3 August 2020
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MDVC Workshop 2 - summary of feedback3 August 2020
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MDVC Workshop 3 - group outputs3 August 2020
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29 June 2020
Decision —Amend the medically dependent and vulnerable consumer guidelines
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Decision memo - MDVC guidelines2 June 2020
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Addendum - MDVS guidelines2 June 2020
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2 - 16 June 2020
Consultation —Addendum to the guidelines for medically dependent and vulnerable consumersView consultation
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.