Power companies have been preparing for the changes for the past four months. Photo: 123RF
New rights for power consumers came into effect Tuesday and are expected to increase the support people can expect from their power retailer.
All power companies are required to follow new obligations set out in the Electricity Authority's customer care standards, which are expected to help consumers find the best plan for their needs, understand their power use, manage bills and stay connected.
"The new rules include requirements for respectful communication, protection for vulnerable consumers, and fair and reasonable fees," authority retail and consumer general manager Andrew Millar said.
Millar said power companies had been preparing for the new rules over the past four months and retailers had told the Electricity Authority they were ready to meet the new obligations. The authority's new retail monitoring regime would also help ensure that happened.
He said New Zealand households relied on electricity, and deserved a consistent and reliable level of customer care.
"With lines charges going up this year, it was particularly important to us that the obligations are fully effective well before winter,
"We've engaged with both industry and community advocates, such as ConsumerNZ, to make this happen."
If a power company breached its obligations, consumers were advised to first contact their provider to resolve their complaint. They could then go for help to Utilities Disputes and the Disputes Tribunal.
ERANZ support changes
Electricity Retailers Association NZ (ERANZ) chief executive Bridget Abernethy said its members supported the Electricity Authority's ongoing efforts to improve minimum standards for electricity consumers, including the Customer Care Obligations.
Its members are Contact Energy, Genesis Energy, Mercury, Meridian Energy, Nova Energy and Manawa Energy.
"ERANZ members are committed to delivering best-practice customer service and, in many cases, this goes beyond the minimum standards prescribed by the Consumer Care Obligations," Abernethy said.
"ERANZ members were key to the development of the Consumer Care Guidelines in 2008 and have contributed to improvements over the past decade."
She said, if consumers experienced payment difficulties, the best thing they could do was talk to their retailer early.
"Retailers have a range of ways they can help their customers."
Several power companies have updated their websites and posted alerts with the changes to their customer care policies.
