Consultation on the Guideline on arrangements to assist vulnerable consumers and the Guideline on arrangements to assist medically dependent consumers [Closing date: 2009/11/04 17:00:00 GMT+13]

Posted 7 October 2009

Since 2005, a guideline covering electricity retailers’ treatment of vulnerable customers who are having difficulty paying their electricity bills has existed in a number of forms. The Guideline on arrangements to assist low income and vulnerable consumers (Guideline) was issued in 2005, revised in July 2007 following the death of Mrs Muliaga, and updated in January 2008 to address human rights issues relating to prepayment meters. 

The Guideline was issued by the Commission to support the Government Policy Statement on Electricity Governance (GPS). The May 2008 version of the GPS introduced, as an element of consumer protection policy, that any consumer who is dependent on electricity for critical medical support will not be disconnected for reasons of non-payment.

The Commission proposed further changes to the Guideline in February 2009, after seeking comments from stakeholders in December 2008 about how the Guideline could be improved. Since then, the Commission has worked with a large group of key stakeholders to further develop the Guideline, in particular to address the issue of co-ordination between retailers and health practitioners in relation to medically dependent consumers. 

As a result of this consultation, it is now proposed that the original Guideline be split into two guidelines.

• Consultation paper pdf [74 KB]
  
• Appendix 3 - 'Guideline on arrangements to assist vulnerable consumers' pdf [108 KB]
• Appendix 4 - 'Guideline on arrangements to assist medically dependent consumers' pdf [209 KB]
  

The Commission now proposes both guidelines for consultation (Proposed Guidelines).

The Commission invites submissions on the Proposed Guidelines (attached to the consultation paper as Appendices 3 and 4) by 5pm on Wednesday, 4 November 2009 (the closing date was extended on 20 October 2009 from the previous closing date of 28 October 2009.) Please note that late submissions are unlikely to be considered.

The Commission’s preference is to receive submissions in electronic format (Microsoft Word). It is not necessary to send hard copies of submissions to the Commission, unless it is not possible to do so electronically. Submissions in electronic form should be emailed to submissions@electricitycommission.govt.nz with Consultation Paper— VC and MDC Guidelines in the subject line. 

If submitters do not wish to send their submission electronically, they should post one hard copy of their submission to the address below.

Kate Hudson
Electricity Commission
Level 7, ASB Bank Tower
2 Hunter Street
PO Box 10041
Wellington 6143

Tel: 0-4-460 8860
Fax: 0-4-460 8879

The Commission will acknowledge receipt of all submissions electronically. Please contact Kate Hudson if you do not receive electronic acknowledgement of your submission within two business days.

If possible, submissions should be provided in the format shown in Appendix 1. Your submission is likely to be made available to the general public on the Commission’s website. Submitters should indicate any documents attached, in support of the submission, in a covering letter and clearly indicate any information that is provided to the Commission on a confidential basis. However, all information provided to the Commission is subject to the Official Information Act 1982.