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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?

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The Electricity Price Review (EPR)

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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)
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  • Security and Reliability Council (SRC)
  • Standing Data Formats Group (SDFG)
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  • 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
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  • 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
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Operations 

Wholesale market

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Transmission

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Distribution

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Retail market

  • Retailers
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Industry participants

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Market operation service providers

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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
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Undesirable trading situation (UTS)

  • What is an undesirable trading situation?
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  • Transparency statement
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  • Prosecution policy
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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
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  • Proactive releases
  • Official Information Act
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  • Social media
  • Videos

Careers

  • Why work for us?
  • What it's like to work here
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Contact us

Planning, reporting & corporate projects

  • 2023/24 Planning and Reporting
  • 2022/23 planning and reporting
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  • Menu        
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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
  • Metering Equipment Provider audit reports and compliance plans

2021

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

  • WEL Networks Limited - Audit report November 2021

    WEL-Networks-Limited-Metering-Equipment-Provider-2021-11-12-RD.pdf (PDF, 735 KB)

    Last updated: 13 December 2021

  • WEL Networks Limited - Compliance plan November 2021

    WEL-Networks-Limited-Metering-Equipment-Provider-2021-11-12-CP.pdf (PDF, 494 KB)

    Last updated: 13 December 2021

  • Intellihub NZ Limited - Audit report December 2021

    Intellihub-NZ-Limited-Metering-Equipment-Provider-2021-12-03-RD.pdf (PDF, 612 KB)

    Last updated: 13 December 2021

  • Advanced Metering Assets Limited - Audit report October 2021

    Advanced-Metering-Assets-Limited-Metering-Equipment-Provider-2021-10-26-RD.pdf (PDF, 1.2 MB)

    Last updated: 13 December 2021

  • Advanced Metering Assets Limited - Compliance plan October 2021

    Advanced-Metering-Assets-Limited-Metering-Equipment-Provider-2021-10-26-CP.pdf (PDF, 262 KB)

    Last updated: 13 December 2021

  • Influx Energy Data Limited - Audit report October 2021

    Influx-Energy-Data-Limited-Metering-Equipment-Provider-2021-10-21-RD.pdf (PDF, 766 KB)

    Last updated: 03 November 2021

  • Intellihub Limited - Audit report June 2021

    Intellihub-Limited-Metering-Equipment-Provider-2021-06-28-RD.pdf (PDF, 967 KB)

    Last updated: 19 July 2021

  • Intellihub NZ Limited - Audit report August 2021

    Intellihub-NZ-Limited-Metering-Equipment-Provider-2021-08-06-RD.pdf (PDF, 954 KB)

    Last updated: 12 October 2021

  • Intellihub NZ Limited - Compliance plan August 2021

    Intellihub-NZ-Limited-Metering-Equipment-Provider-2021-08-06-CP.pdf (PDF, 275 KB)

    Last updated: 12 October 2021

  • Smartco - Audit report July 2021

    Smartco-Metering-Equipment-Provider-2021-07-28-RD.pdf (PDF, 1 MB)

    Last updated: 31 August 2021

  • Smartco - Compliance plan July 2021

    Smartco-Metering-Equipment-Provider-2021-07-28-CP.pdf (PDF, 220 KB)

    Last updated: 31 August 2021

  • Delta Utility Services - Audit report July 2021

    Delta-Utility-Services-Metering-Equipment-Provider-2021-07-02-RD.pdf (PDF, 879 KB)

    Last updated: 31 August 2021

  • Delta Utility Services - Compliance plan July 2021

    Delta-Utility-Services-Metering-Equipment-Provider-2021-07-02-CP.pdf (PDF, 210 KB)

    Last updated: 31 August 2021

  • Intellihub Limited - Compliance plan June 2021

    Intellihub-Limited-Metering-Equipment-Provider-2021-06-28-CP.pdf (PDF, 259 KB)

    Last updated: 19 July 2021

  • Intellihub NZ Limited - July 2021

    Intellihub-NZ-Limited-Metering-Equipment-Provider-2021-07-09-MC.pdf (PDF, 731 KB)

    Last updated: 12 July 2021

  • AMS - Audit report April 2021

    AMS-Metering-Equipment-Provider-2021-04-01-RD.pdf (PDF, 1.1 MB)

    Last updated: 04 June 2021

  • AMS - Compliance plan April 2021

    AMS-Metering-Equipment-Provider-2021-04-01-CP.pdf (PDF, 240 KB)

    Last updated: 04 June 2021

  • Mercury NZ Ltd - Audit report May 2021

    Mercury-NZ-Ltd-Metering-Equipment-Provider-2021-05-19-RD.pdf (PDF, 705 KB)

    Last updated: 27 May 2021

  • Mercury NZ Ltd - Compliance plan May 2021

    Mercury-NZ-Ltd-Metering-Equipment-Provider-2021-05-19-CP.pdf (PDF, 142 KB)

    Last updated: 27 May 2021

  • Counties Power - Audit report March 2021

    Counties-Power-Metering-Equipment-Provider-2021-03-04-RD.pdf (PDF, 1 MB)

    Last updated: 24 May 2021

  • Counties Power - Compliance plan March 2021

    Counties-Power-Metering-Equipment-Provider-2021-03-04-CP.pdf (PDF, 250 KB)

    Last updated: 24 May 2021

  • Financial Corporation Limited - Audit report January 2021

    Financial-Corporation-Limited-Metering-Equipment-Provider-2021-01-29-RD.pdf (PDF, 1.4 MB)

    Last updated: 18 May 2021

  • Financial Corporation Limited - Compliance plan January 2021

    Financial-Corporation-Limited-Metering-Equipment-Provider-2021-01-29-CP.pdf (PDF, 263 KB)

    Last updated: 18 May 2021

  • Alinta ENZ - Audit report January 2021

    Alinta-ENZ-Metering-Equipment-Provider-2021-01-21-RD.pdf (PDF, 820 KB)

    Last updated: 22 April 2021

  • Ventia NZ Operations Limited - Audit report January 2021

    Ventia-NZ-Operations-Limited-Metering-Equipment-Provider-2021-01-26-RD.pdf (PDF, 840 KB)

    Last updated: 01 April 2021

  • Ventia NZ Operations Limited - Compliance plan January 2021

    Ventia-NZ-Operations-Limited-Metering-Equipment-Provider-2021-01-26-CP.pdf (PDF, 202 KB)

    Last updated: 01 April 2021

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