If you’re experiencing financial hardship and are worried that you might not be able to pay your power bills this winter, disconnection isn’t necessarily in your future. Power companies must have arrangements in place to reduce the number of avoidable disconnections and ensure vulnerable consumers get access to information that can help them manage their electricity costs.
Who are vulnerable consumers?
What do I need to do if I think I’m a vulnerable consumer?
What difference will it make if I tell my power company I’m a vulnerable consumer?
Other than budgeting, what other help can I get?
Can the power company still disconnect my power supply?
My power company doesn’t accept that I’m a vulnerable consumer. What should I do?
Who are vulnerable consumers?
According to the Electricity Authority, a vulnerable consumer is a domestic consumer who:
- for reasons of age, health or disability, the disconnection of electricity to that domestic consumer presents a clear threat to the health or wellbeing of that domestic consumer; and/or
- it is genuinely difficult for the domestic consumer to pay his or her electricity bills because of severe financial insecurity, whether temporary or permanent.
For example, you might qualify as a vulnerable consumer if you:
- are on a low income or
- are elderly or
- have health problems or
- have very young children or
- have someone living with you who is elderly or has health problems.
If you depend on your mains power to run critical medical support equipment, then you may qualify as a Medically Dependent Consumer.
What do I need to do if I think I’m a vulnerable consumer?
You need to let your electricity provider know as soon as possible. They may ask for proof e.g. from your general practitioner, budgeting agency, or Work and Income (if you are a beneficiary), and will probably contact you once per year to check whether your status is still the same.
What difference will it make if I tell my power company I’m a vulnerable consumer?
If becomes genuinely difficult for you to pay your electricity bills because of severe financial insecurity, then your power company should contact you to discuss your options. This may include discussing alternative pricing and payment plans, or advising you of agencies which can help you with budgeting.
Other than budgeting, what other help can I get?
Your power company may also refer you to Work and Income (with your consent). Depending on your circumstances you may be eligible for:
Can the power company still disconnect my power supply?
If you still can’t pay your power bills, your provider can disconnect your power supply. However they should refer you to Work and Income (with your consent) before any disconnection takes place.
If they do proceed with disconnection, they have to give you notice in advance. The notice include their contact details (so you can ask them for credit help), as well as information about their dispute resolution process and the cost of disconnection and reconnection.
Power companies have to give at least 7 to 14 days notice before disconnection and then contact you again at least 24 hours before the actual disconnection.
There is normally a hefty fee for being disconnected and reconnected, so it’s best to try and avoid this if at all possible.
If you are worried about being disconnected contact your local CAB to see if we can help.
My power company doesn’t accept that I’m a vulnerable 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.