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I want to make a complaint

Making a complaint - frequently asked questions

How do I switch electricity companies?

  • What happens if my retailer goes out of business?
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How do I generate my own electricity?

  • What do I need to know about solar panels?

Your power data in your hands

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  • My plan

My power bill

  • Is my electricity bill too high?
  • Why is my electricity bill higher in winter?
  • Is a spot price contract right for me?
  • Jargon Buster

The Electricity Price Review (EPR)

Retailer default customer support

Development 

Why we work on developing the electricity market

  • Transition to Low Emissions Energy System

Advisory and technical groups

  • Innovation and Participation Advisory Group (IPAG)
  • Market Development Advisory Group (MDAG)
  • Security and Reliability Council (SRC)
  • Standing Data Formats Group (SDFG)
  • Settlement and Prudential Security Technical Group (SPSTG)
  • Switch Technical Group (STG)
  • Proposal to amend requirement for advisory group Chairs to be independent
  • Disestablished groups

Our work programme

  • Evolving technologies and business models
  • Consumer choice and competition
  • Pricing and cost allocation
  • Risk and risk management
  • Operational efficiencies

Monitoring 

Market performance and analysis

  • Why we monitor market performance
  • What we monitor in the industry and market
  • Monitoring trading conduct

Electricity Market Information website (EMI)

Enquiries, reviews and investigations

  • Our three-stage process
  • 2023
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Operations 

Wholesale market

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Transmission

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Distribution

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  • Connecting and electrically connecting NSPs and ICPs

Retail market

  • Retailers
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  • The registry
  • Electricity information exchange protocols (EIEPs)
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Industry participants

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Market operation service providers

  • Clearing manager
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Consumer services

  • Provide a service with electricity data

Code & Compliance 

Act and Regulations

  • How the Act, Code and Regulations fit together
  • Part 3 of the Act and Part 6A and Schedule 6A.1 of the Code
  • Regulations

The Code

  • Documents incorporated into the Code by reference
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  • Amendments
  • Code exemptions
  • How the Code maps to the Electricity Governance Rules
  • Approved Systems Document
  • 2.16 Notices

Undesirable trading situation (UTS)

  • What is an undesirable trading situation?
  • How to make a claim
  • UTS claims and decisions

Compliance

  • Transparency statement
  • About compliance
  • Our Compliance Strategy
  • Compliance monitoring
  • Compliance education and information
  • Compliance framework
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  • Code breach process
  • Current investigations
  • Decisions
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  • Enforcement policy
  • Prosecution policy
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  • Compliance approach: Cyclone Gabrielle response and recovery

Rulings Panel

High Court Decisions

About Us 

Who we are

  • Board members
  • Chief Executive
  • Management team
  • Responsible Minister

What we do

  • Our role in the electricity industry
  • How we are funded
  • Vision, values, mission
  • Stakeholder engagement
  • Working with other agencies
  • History of government involvement in electricity
  • What's My Number

Strategic planning and reporting

  • Strategy reset 2020
  • Statement of Intent
  • Statement of Performance Expectations
  • The Annual Corporate Plan
  • Annual Report 2021/22
  • Year in review
  • Foundation documents
  • Memoranda of understanding

Media & publications

  • COVID-19
  • Speeches and presentations
  • Media releases
  • Market Brief
  • Market Commentary
  • Market Performance
  • Electricity in New Zealand
  • Proactive releases
  • Official Information Act
  • Privacy Notice
  • Social media
  • Videos

Careers

  • Why work for us?
  • What it's like to work here
  • Our vision and values
  • Our successes
  • Current vacancies

Contact us

Planning, reporting & corporate projects

  • 2023/24 Planning and Reporting
  • 2022/23 planning and reporting
  • 2021/22 planning and reporting
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  • 2018/19 planning and reporting
  • Menu        
  • Electricity Authority
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  • Home
  • Consumers
    • Consumers
    • COVID-19 advice for consumers
    • What is electricity?
    • What does the Electricity Authority do?
    • How does electricity get to my house?
    • What to expect from your electricity retailer
      • What to expect from your electricity retailer
      • Consumer care guidelines
      • What happens if the hydro lakes are low?
    • What are smart meters?
      • What are smart meters?
      • Does my meter need to be recertified?
    • I want to make a complaint
    • Making a complaint - frequently asked questions
    • How do I switch electricity companies?
      • How do I switch electricity companies?
      • What happens if my retailer goes out of business?
      • Will I still get my local energy trust rebate if I switch electricity retailer?
    • How do I generate my own electricity?
      • How do I generate my own electricity?
      • What do I need to know about solar panels?
    • Your power data in your hands
      • Your power data in your hands
      • My usage
      • My meter
      • My plan
    • My power bill
      • My power bill
      • Is my electricity bill too high?
      • Why is my electricity bill higher in winter?
      • Is a spot price contract right for me?
      • Jargon Buster
    • The Electricity Price Review (EPR)
    • Retailer default customer support
  • Development
    • Development
    • Why we work on developing the electricity market
      • Why we work on developing the electricity market
      • Transition to Low Emissions Energy System
    • Advisory and technical groups
      • Advisory and technical groups
      • Innovation and Participation Advisory Group (IPAG)
      • Market Development Advisory Group (MDAG)
      • Security and Reliability Council (SRC)
      • Standing Data Formats Group (SDFG)
      • Settlement and Prudential Security Technical Group (SPSTG)
      • Switch Technical Group (STG)
      • Proposal to amend requirement for advisory group Chairs to be independent
      • Disestablished groups
    • Our work programme
      • Our work programme
      • Evolving technologies and business models
      • Consumer choice and competition
      • Pricing and cost allocation
      • Risk and risk management
      • Operational efficiencies
  • Monitoring
    • Monitoring
    • Market performance and analysis
      • Market performance and analysis
      • Why we monitor market performance
      • What we monitor in the industry and market
      • Monitoring trading conduct
    • Electricity Market Information website (EMI)
    • Enquiries, reviews and investigations
      • Enquiries, reviews and investigations
      • Our three-stage process
      • 2023
      • 2022
      • 2021
      • 2019-2020
      • 2018
      • 2017
      • 2016
      • 2015
      • 2014
      • 2013
      • 2012
      • 2011
      • 2010
    • Interactive dashboards
  • Operations
    • Operations
    • Wholesale market
      • Wholesale market
      • Spot pricing
      • Hedge market
      • Security of supply
      • Information disclosure
    • Transmission
      • Transmission
      • Transmission system
      • Transmission agreements
      • Transmission pricing
      • Grid management
      • Grid reliability standards
    • Distribution
      • Distribution
      • Distributors
      • Distribution pricing
      • Losses
      • Distributed generation
      • Connecting and electrically connecting NSPs and ICPs
    • Retail market
      • Retail market
      • Retailers
      • Metering
      • The registry
      • Electricity information exchange protocols (EIEPs)
      • Audits, approvals and certification
      • Reconciliation
    • Industry participants
      • Industry participants
      • Participant register
      • How to register as a participant
      • Participant identifiers
      • Participant events and education
      • Electricity Education portal
    • Market operation service providers
      • Market operation service providers
      • Clearing manager
      • FTR manager
      • Reconciliation manager
      • Registry manager
      • System operator
      • WITS manager
    • Consumer services
      • Consumer services
      • Provide a service with electricity data
  • Code & Compliance
    • Code & Compliance
    • Act and Regulations
      • Act and Regulations
      • How the Act, Code and Regulations fit together
      • Part 3 of the Act and Part 6A and Schedule 6A.1 of the Code
      • Regulations
    • The Code
      • The Code
      • Documents incorporated into the Code by reference
      • Historical versions of the Code
      • Amendments
      • Code exemptions
      • How the Code maps to the Electricity Governance Rules
      • Approved Systems Document
      • 2.16 Notices
    • Undesirable trading situation (UTS)
      • Undesirable trading situation (UTS)
      • What is an undesirable trading situation?
      • How to make a claim
      • UTS claims and decisions
    • Compliance
      • Compliance
      • Transparency statement
      • About compliance
      • Our Compliance Strategy
      • Compliance monitoring
      • Compliance education and information
      • Compliance framework
      • Compliance database
      • How to allege a breach
      • Code breach process
      • Current investigations
      • Decisions
      • Compliance case studies
      • Enforcement policy
      • Prosecution policy
      • Breach statistics and analysis
      • Compliance approach: Cyclone Gabrielle response and recovery
    • Rulings Panel
    • High Court Decisions
  • About Us
    • About Us
    • Who we are
      • Who we are
      • Board members
      • Chief Executive
      • Management team
      • Responsible Minister
    • What we do
      • What we do
      • Our role in the electricity industry
      • How we are funded
      • Vision, values, mission
      • Stakeholder engagement
      • Working with other agencies
      • History of government involvement in electricity
      • What's My Number
    • Strategic planning and reporting
      • Strategic planning and reporting
      • Strategy reset 2020
      • Statement of Intent
      • Statement of Performance Expectations
      • The Annual Corporate Plan
      • Annual Report 2021/22
      • Year in review
      • Foundation documents
      • Memoranda of understanding
    • Media & publications
      • Media & publications
      • COVID-19
      • Speeches and presentations
      • Media releases
      • Market Brief
      • Market Commentary
      • Market Performance
      • Electricity in New Zealand
      • Proactive releases
      • Official Information Act
      • Privacy Notice
      • Social media
      • Videos
    • Careers
      • Careers
      • Why work for us?
      • What it's like to work here
      • Our vision and values
      • Our successes
      • Current vacancies
    • Contact us
    • Planning, reporting & corporate projects
      • Planning, reporting & corporate projects
      • 2023/24 Planning and Reporting
      • 2022/23 planning and reporting
      • 2021/22 planning and reporting
      • 2020/21 planning and reporting
      • 2019/20 planning and reporting
      • 2018/19 planning and reporting
  • Home
  • Operations
  • Retail market
  • Audits, approvals and certification
  • Audit reports and Compliance Plans
  • ATH audit reports and compliance plans

2020

In this section:

  • Wholesale market
  • Transmission
  • Distribution
  • Retail market
    • Retailers
    • Metering
    • The registry
    • Electricity information exchange protocols (EIEPs)
    • Audits, approvals and certification
      • Audit requirements under the Code
      • Approved auditors
      • Retail audit database access
      • Audit regimes
      • Audit reports and Compliance Plans
        • Reconciliation participant audit reports and compliance plans
        • Distributor audit reports and compliance plans
        • Metering Equipment Provider audit reports and compliance plans
        • ATH audit reports and compliance plans
        • Dispatchable load purchaser audit reports and compliance plans
        • Distributed unmetered load audit reports and compliance plans
    • Reconciliation
  • Industry participants
  • Market operation service providers
  • Consumer services

  • Download a ZIP file containing all documents

  • AMS - Class A Test House - Compliance plan December 2020

    AMS-Class-A-Test-House-2020-12-21-CP.pdf (PDF, 135 KB)

    Last updated: 01 April 2021

  • AMS - Class A Test House - Audit report December 2020

    AMS-Class-A-Test-House-2020-12-21-RD.pdf (PDF, 758 KB)

    Last updated: 01 April 2021

  • AMS - Class B Test House - Compliance plan December 2020

    AMS-Class-B-Test-House-2020-12-21-CP.pdf (PDF, 135 KB)

    Last updated: 01 April 2021

  • AMS - Class B Test House - Audit report December 2020

    AMS-Class-B-Test-House-2020-12-21-RD-v2.pdf (PDF, 758 KB)

    Last updated: 01 April 2021

  • Indeserve Class B - Audit report December 2020

    Indeserve-Class-B-Test-House-2020-12-17-RD-v2.pdf (PDF, 723 KB)

    Last updated: 16 March 2021

  • Transformer Winding Services - Class A - Audit report November 2020

    Transformer-Winding-Services-Class-A-Test-House-2020-11-10-RD.pdf (PDF, 692 KB)

    Last updated: 16 March 2021

  • Broadspectrum New Zealand Limited - Audit report November 2020

    Broadspectrum-New-Zealand-Limited-Class-A-Test-House-2020-11-19-RD-v2.pdf (PDF, 820 KB)

    Last updated: 05 February 2021

  • Broadspectrum New Zealand Limited - Audit report November 2020

    Broadspectrum-New-Zealand-Limited-Class-B-Test-House-2020-11-19-RD.pdf (PDF, 820 KB)

    Last updated: 05 February 2021

  • Financial Corporation Ltd - Audit report - September 2020

    Financial-Corporation-Limited-Class-B-Test-House-2020-09-14-RD-v3.pdf (PDF, 690 KB)

    Last updated: 09 November 2020

  • WEL Networks - Audit report September 2020

    WEL-Networks-Class-B-Test-House-2020-09-17-RD.pdf (PDF, 660 KB)

    Last updated: 09 November 2020

  • North Power Class B - Audit report - September 2020

    Northpower-Class-B-Test-House-2020-09-03-RD.pdf (PDF, 840 KB)

    Last updated: 09 November 2020

  • North Power Class B - Compliance plan - September 2020

    Northpower-Class-B-Test-House-2020-09-03-CP.pdf (PDF, 135 KB)

    Last updated: 09 November 2020

  • Delta Utility Services - Class B - Audit report August 2020

    Delta-Utility-Services-Class-B-Test-House-2020-08-19-RD.pdf (PDF, 919 KB)

    Last updated: 03 November 2020

  • Delta Utility Services - Class B - Compliance plan August 2020

    Delta-Utility-Services-Class-B-Test-House-2020-08-19-CP.pdf (PDF, 218 KB)

    Last updated: 03 November 2020

  • Delta Utility Services-Class A - Audit report August 2020

    Delta-Utility-Services-Class-A-Test-House-2020-08-19-RD.pdf (PDF, 919 KB)

    Last updated: 03 November 2020

  • Delta Utility Services-Class A - Compliance plan August 2020

    Delta-Utility-Services-Class-A-Test-House-2020-08-19-CP.pdf (PDF, 218 KB)

    Last updated: 03 November 2020

  • Nova Energy-Class B Test House - Audit report July 2020

    Nova-Energy-Class-B-Test-House-2020-07-22-RD.pdf (PDF, 848 KB)

    Last updated: 23 October 2020

  • AMS - Class A - Compliance plan April 2020

    AMS-Class-A-Test-House-2020-04-16-CP.pdf (PDF, 210 KB)

    Last updated: 23 September 2020

  • AMS - Class B - Audit report April 2020

    AMS-Class-B-Test-House-2020-04-16-RD.pdf (PDF, 1.1 MB)

    Last updated: 23 September 2020

  • AMS - Class B - Compliance plan April 2020

    AMS-Class-B-Test-House-2020-04-16-CP.pdf (PDF, 210 KB)

    Last updated: 23 September 2020

  • AMS - Class A - Audit report April 2020

    AMS-Class-A-Test-House-2020-04-16-RD.pdf (PDF, 1.1 MB)

    Last updated: 23 September 2020

  • AccuCal - Audit report April 2020

    AccuCal-Class-A-Test-House-2020-04-23-RD.pdf (PDF, 1013 KB)

    Last updated: 10 June 2020

  • Electrix Class A - Audit report February 2020

    Electrix-Class-A-Test-House-2020-02-25-RD.pdf (PDF, 484 KB)

    Last updated: 21 May 2020

  • Transformer Winding Services Class A - Audit report January 2020

    Transformer-Winding-Services-Class-A-Test-House-2020-01-17-RD.pdf (PDF, 235 KB)

    Last updated: 03 February 2020

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