Knowing your rights as a consumer

Understand the rules all power companies must follow and the support you can get.

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As a residential power comsumer in New Zealand, you’re protected by rules and regulations that make sure you're treated fairly.

Power companies must meet the Consumer Care Obligations. These are rules that all power companies must follow to help you stay connected and manage your power bills.

You have options if you feel you're being treated unfairly. Start by contacting your power company and asking to speak to the people who deal with complaints. Explain your concern or issue and see if they can fix it first. Make notes on your conversation, including who you spoke with and what actions were agreed.

You could raise a concern or make a complaint. If you’re not happy with your power company’s answer, or you want to talk to someone else about your rights, you can contact Utilities Disputes – the free and independent organisation that sorts complaints against any power company.

What are my rights as an electricity consumer?

The Electricity Authority has Consumer Care ObligationsExternal Link, opens in a new tab that make sure power companies provide fair, consistent, and supportive service to consumers. They're designed to help you stay connected and manage your power bills.
Your power company must:

Treat you with respect and communicate clearly.
Have a clear, easy-to-find consumer care policy.
Work with you to keep your electricity supply connected and affordable (this may include offering advice on energy use, suitable pricing plans, or payment options).
Make sure fees are reasonable and reflect actual costs (like reconnection fees).
Be clear about discounts and bonds (a bond is an upfront lump sum payment to a power company).
Ask if you or someone in your household relies on electricity to prevent serious harm to health, and if so, help you get registered as a medically dependent consumer.
Not disconnect you, if you or someone in your household is a medically dependent consumer.
Provide you with support if you’re having trouble paying your bill.

What to do if you feel your power company is being unfair?

If you believe your power company has acted unfairly – for example, incorrect billing, refusal to connect, unfair fees, or poor service – you can:

Contact your energy company and explain your issue as clearly as you can. You can also ask about their complaints process, consumer care policy, and what that means for you. You may find it helpful to keep a record of your contact with the company (dates, names, and emails). Don’t worry, you don’t need this to make a complaint. Ask to speak with the people at your power company who deal with complaints.
Contact Utilities DisputesExternal Link, opens in a new tab if you aren't sure how to complain or need some guidance. They can talk you through the process and help you. They can also send your complaint to the power company on your behalf. Utilities Disputes is the free, fair, and independent organisation that sorts your electricity and gas complaints.

Contact WorkSafe for any issue that involves electrical safety (wiring, meter faults, dangerous installations), contact WorkSafe using their Energy Safety portalExternal Link, opens in a new tab.

Where can I raise a concern, make a complaint, or ask for help?

If you believe your power company isn’t meeting its obligations, or you’ve been treated unfairly, you can get help from free and independent services:

Utilities DisputesExternal Link, opens in a new tab is the free, fair, and independent organisation for resolving complaints against electricity and gas companies in New Zealand. You can talk with Utilities Disputes about any energy company issue including what their obligations are to you as the customer and what that means for you.
Consumer ProtectionExternal Link, opens in a new tab: A government service supporting general consumer rights, especially if you feel you’ve been misled or your contract is unfair.
Electricity AuthorityExternal Link, opens in a new tab: If you think a power company has breached their Consumer Care Obligations, the Electricity Authority can look into your concern and decide if it needs to investigate. Note: the Authority does not directly resolve individual complaints.
WorkSafe’s Energy Safety portalExternal Link, opens in a new tab: For electrical safety issues rather than billing disputes – if you believe your installation is unsafe, poorly maintained, or non-compliant.