Medically Dependent or Vulnerable Customers

Medically Dependent Electricity Customers

If someone in your household relies on electricity for critical medical support, they may be eligible to be registered as a Medically Dependent Consumer. To register, you will need to complete a form with your health practitioner. The form is available here. The form is available here.

Once submitted, we’ll update our records and ensure your account is appropriately flagged and will:

  • Work with you to ensure continued power supply.
  • Provide guidance on individual emergency response plans.
  • Avoid disconnection, except in emergencies or as required by law.

If we know a consumer is medically dependent, we will not disconnect the electricity supply for non-payment.

The Electricity Authority has produced guidance for Medically Dependent Customers here.

Vulnerable Electricity Customers

If anyone at your property relies on mains electricity for reasons of age, health or disability and any disconnection poses a threat to their health or wellbeing, please let us know so we can understand your situation.

Please also let us know if it is genuinely difficult for you to pay your electricity bills because of severe financial insecurity, whether temporary or permanent.

We will seek to provide you with the right support or connect you with those that can help.

Emergency Response Plan

Despite our best efforts, occasionally electricity supply is cut because of extreme weather, accidents, or technical problems. It is important you have an emergency response plan for these situations. This could include:

  • Ensuring you have a stand-by battery fully charged for any essential devices.
  • Going to a friend or family member’s house with electricity or gas.
  • Calling an ambulance if your circumstances are very serious.

For more information and help on preparing an emergency response plan for your household, visit the Electricity Authority’s website here.

A template emergency response plan appears here.

Family Violence

If you’re affected by family violence and need support, please contact us for assistance. Please call 111 in an emergency, if you do not feel safe.

We recognise that family violence may be a cause of payment difficulty. In such circumstances, we will work with you to try to find a solution.

There are external support services who may be able to help. Please let us know if we can make a referral: