In 2020 the Authority undertook a purposeful and extensive collaborative review process with a range of stakeholders on existing guidelines on arrangements to assist vulnerable consumers, and medically dependent consumers. 

Since those guidelines were last reviewed there had been significant change in New Zealand’s electricity industry, and the guidelines were no longer fit for purpose. 

The review led to replacement, new consumer care guidelines. This project is now in an implementation phase.

The consumer care guidelines took effect on 1 July 2021. All retailers are expected to fully align with the consumer care guidelines by 31 December 2021.

Please send any questions to MDVC.guidelines@ea.govt.nz

Overview

Date Activity
1 Jul 2021 The consumer care guidelines took effect on 1 July 2021. Learn more about the implementation activities underway. Read more
30 Mar 2021 Development: The Authority has decided to publish consumer care guidelines Read more
23 Feb – 09 Mar 2021 Consultation: The Authority welcomes feedback on technical drafting issues Read more
22 – 26 Feb 2021 Event: We are holding a webinar at 10.30am on Friday 26 February to discuss the changes made to the consumer care guidelines Read more
29 Oct – 27 Nov 2020 Consultation: The proposed consumer care guidelines would replace the existing vulnerable consumer and medically dependent consumer guidelines. We welcome and encourage feedback on the consumer care guidelines. Read more
22 Oct – 11 Nov 2020 We are holding three workshops throughout the consultation on the guidelines. Read more
Jun – Sep 2020 We are proposing a series workshops to hear from our stakeholders and inform the update of the Guidelines Read more
02 – 16 Jun 2020 Consultation: In the immediate term, as a temporary measure the Authority is seeking feedback on a single addendum to the “Guideline on arrangements to assist vulnerable consumers” and the “Guideline on arrangements to assist medically dependent consumers. Read more