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Customer Care and Hardship Policy

How PowerHub supports customers in financial hardship, under the Electricity Authority Consumer Care Guidelines.

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1. Our commitment

PowerHub is committed to treating customers fairly, respectfully, and with care - especially customers experiencing financial hardship. This policy aligns with the Electricity Authority’s Consumer Care Guidelines.

No customer should be disconnected due to genuine hardship without appropriate support being offered.

2. What is hardship?

A customer may be experiencing hardship if they are:

  • Struggling to pay electricity bills on time

  • Experiencing unexpected financial stress

  • Facing health, employment, or personal challenges affecting payment ability

Hardship can be short-term or ongoing.

3. How we identify customers needing support

We may identify hardship where:

  • A customer tells us they are struggling

  • Bills remain unpaid for an extended period

  • Payment patterns indicate financial stress

Customers are encouraged to contact us early so we can help.

4. Support options we may offer

Depending on individual circumstances, PowerHub may offer:

  • Flexible payment arrangements

  • Payment plans spread over time

  • Temporary billing support

  • Referrals to independent budgeting or social support services

We assess each situation individually and work collaboratively with the customer.

5. Medically dependent customers

Customers who rely on electricity for critical medical equipment are strongly encouraged to register as Medically Dependent Customers (MDCs).

  • Registration requires medical confirmation

  • MDC status is flagged on the customer account

  • Additional care is taken in the event of payment difficulties or outages

In an emergency, customers should prioritise health and safety and contact emergency services if required.

6. Disconnections and restrictions

PowerHub aims to avoid disconnection wherever possible.

Before any restriction or disconnection:

  • We will make reasonable attempts to contact the customer

  • We will explain the situation clearly

  • We will offer support options where hardship is identified

We will not disconnect a medically dependent customer for non-payment.

7. Complaints and escalation

If a customer is unhappy with how their situation has been handled, they can:

  • Contact PowerHub directly for review

  • Request escalation within our customer care team

If unresolved, customers may contact Utilities Disputes for independent resolution.

8. Contact details

Email: info@powerhubgroup.com
Phone: 0800 769 374
Address: Level 8, 139 Quay Street, Auckland 1010, New Zealand

If you are not satisfied with our response, you may contact the office of Utilities Disputes: www.utilitiesdisputes.co.nz

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