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Residential Consumer Care Policy

Terms and Conditions

Residential Consumer Care Policy

Residential Consumer Care Policy

As an energy retailer we understand the role electricity and natural gas plays in all our customers’ lives. We are committed to ensuring you stay safe and connected.

Our Residential Consumer Care Policy sets out our service promises to our residential electricity and natural gas customers. This Policy acts as a guide to how we operate, care for, and treat customers. Read our Policy below.

Consumer Care Policy  Pdf 403KB

Our Policy applies in conjunction with (not instead of) our General Customer Terms and Conditions, along with any Special Terms that may apply to you.

It is also designed to align to the Electricity Authority’s Consumer Care Guidelines.

Some helpful links for you

Power Saving Advice:

Check out our energy saving tips to help you save energy at home.

Social Agency Assistance:
You may be able to get extra assistance from Work and Income or another social agency.
Website: workandincome.govt.nz
Phone: 0800 559 009

Other social agencies include the Citizens Advice Bureau, local Mayoral Fund or Age Concern.

Budgeting Advice:
You may also want to get some budgeting advice from Money Talks.
Website: www.moneytalks.co.nz

Phone 0800 345 123 or text on 4209

Contact details for Utilities Disputes:
Website: www.utilities.disputes.co.nz
Email: info@utilitiesdisputes.co.nz
Phone: 0800 22 33 40

Post: PO Box 5875, Wellington 6140 Freepost 192682