Consumer access and choice

Most people can access a range of power companies and plans. But this isn't always easy for people with credit-related issues or old-style meters.

In 2025, power companies turned down around 46,900 applications for post-pay electricity for credit-related reasons. This doesn’t always mean people can’t get power. But the options may not work as well as they could.

Prepay electricity can help people get connected, manage spending and avoid building up debt. But prepay needs a communicating smart meter.

If a home does not have the right type of meter, prepay may not be available. Prepay may not offer the same range of plans as post-pay electricity.

This can limit people’s ability to choose newer types of plans that could save their household money, like time-of-use plans.

Social retailing and community-based services can offer tailored support but are not available everywhere, or to everyone.

Some power companies may also connect people through other arrangements, like bonds or ways of managing payments. But these options may depend on the person’s situation and may not always be easy to get.

Find out more

Thank you to everyone who recently shared their experiences of struggling to access power or a suitable plan.

Your feedback will help us find out if more needs to be done to support people to access electricity and choose a plan that works for them.

We’re now considering all the feedback we received, including submissions from the electricity industry and others.

We will report back on what we heard later this year.

There may be things the Authority could do to address the issue. If so, we will consult on any proposed rule changes before making decisions.

If we think there are things other organisations in the electricity sector can do too, we will talk with them.