Power companies must have arrangements in place to reduce the number of avoidable disconnections and ensure medically dependent consumers get access to information that can help them manage their electricity costs.
What is a medically dependent consumer?
What do I need to do if I think I’m a medically dependent consumer?
What difference will it make if I tell my power company I’m a medically dependent consumer?
Can they still disconnect my power supply if I can't pay my power bill?
My power company doesn’t accept that I qualify as a medically dependent consumer. What should I do?
What is a medically dependent consumer?
A medically dependent consumer is a consumer who is dependent on mains electricity for critical medical support, and loss of electricity may result in loss of life or serious harm.
For example, if you need to use a ventilator at home which is plugged in at the wall – or even if you need to use a microwave oven at home to heat fluids for renal dialysis – then you would qualify as a medically dependent consumer.
If this isn’t you, but you are on a low income then you may qualify as a Vulnerable Consumer.
What do I need to do if I think I’m a medically dependent consumer?
You need to let your electricity provider know as soon as possible.
If you believe you are medically dependent, you can get a Notice of Potential Medically Dependent Consumer Status from your GP, hospital or district health board. Show your electricity provider the Notice (or send them a copy, if they’ll accept one). Keep it safe in case you change providers.
What difference will it make if I tell my power company I’m a medically dependent consumer?
If you get into financial difficulties and can't pay your power bill, your energy provider won't disconnect you if they know you are medically dependent on your power supply. Instead, they'll discuss your options e.g. pricing and payment plans or advise you of agencies which can help you with budgeting or other advice.
Can they still disconnect my power supply if I can't pay my power bill?
If you’re medically dependent, they should not disconnect your power supply. If you have been disconnected but are medically dependent (or a medically dependent person lives in that house) then you should tell the power supplier as soon as possible so they can reconnect your power supply.
My power company doesn’t accept that I qualify as a medically dependent consumer. What should I do?
If you have a dispute with your energy provider, you can make a formal complaint in writing. More information about electricity and gas complaints is on our complaints page.