✨ Electricity Consumer Protection Guidelines
1730 NEW ZEALAND GAZETTE, No. 75 27 MAY 2009
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consumers who may have difficulty paying their bills on time are advised by retailers of the budgeting and other advice and assistance available from Government agencies and community service organisations
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retailers are required to consult with the Ministry of Social Development about possible assistance for vulnerable consumers where, in spite of the retailer’s assistance, the consumer is unable to pay, and that there is no disconnection while that consultation is occurring
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any consumer who is dependent on electricity for critical medical support will not be disconnected for reasons of non-payment
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clear guidelines or standards exist for disconnections following non-payment in order to avoid the costs of frequent disconnections and reconnections
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there is regular communication with all consumers on their payment options
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debt recovery is arranged in a time-frame that avoids an adverse credit situation for the retailer and minimises hardship for the consumer
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consumers enter into the most appropriate contracts for their needs
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consumers are given the opportunity to identify themselves as potentially vulnerable
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where the consumer has not responded to any of the notices sent by the retailer, and the retailer has been unable to contact the consumer, there is a visit to a consumer’s home before disconnection for non-payment takes place.
- The Commission should consider options such as pre-payment meters, alternative payment options (such as advance payments, more frequent payments or smoothed payments) and bonds. The Government considers that, in principle, bonds should not exceed the value of one month’s electricity consumption by an average household.
Arrangements in the event of retailer insolvency
- The Commission should establish arrangements to ensure an orderly transition for consumers in the event that a retail company becomes insolvent.
Consumer complaints resolution system
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Section 158G(1) of the Electricity Act requires that every electricity distributor and every electricity retailer must participate in a complaints resolution system, provided that the Commission has approved one or more complaints resolution systems under that section.
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The Government expects everyone (including potential consumers and owners and occupiers of land), in their capacity as producers or consumers of electricity, to have access to an independent and cost-effective system for resolving complaints about electricity distributors (including Transpower) and electricity retailers without charge to the user/applicant, whether or not they have a consumer contract with the retailer or distribution company.
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NZ Gazette 2009, No 75
✨ LLM interpretation of page content
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Consumer Protection Guidelines for Domestic Electricity Contracts
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🏭 Trade, Customs & IndustryConsumer Protection, Electricity Contracts, Domestic Consumers, Low Fixed Charges, Vulnerable Consumers