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Service levels

Meridian Energy is committed to providing you with a safe, efficient and reliable electricity supply.

There are, however, some things that we (along with other electricity retailers) can't guarantee, because they're outside our control or because they're necessary for safety reasons, for example:

  • We can't guarantee a continuous electricity supply at all times. There may be interruptions.
  • We also can't guarantee that the voltage, quality or frequency of electricity will be constant. There may be fluctuations.

Here, we explain why these occur, and what to do when they happen. Your local network company is ultimately responsible for restoring service – so we've included a map showing the network company serving your region.

Electricity Interruptions 

Some interruptions are planned. Some are not.
Planned interruptions in your electricity supply may be needed for reasons such as:

  • So that the electrical lines and network equipment connected to your site can be maintained
  • To ensure the quality and safety of your electricity supply, and
  • To comply with the law

Unplanned interruptions or faults although uncommon, may also occur, due to breaks in the line, emergency, earthquakes, fires, weather, volcanic activity or difficulties associated with generating your electricity (for example, problems with the transmission of electricity through the national grid).

Electricity fluctuations 

It's a fact of life with any electricity network that the voltage and frequency of electricity can fluctuate. It's very important to be aware of that fact, since some of your sensitive electrical equipment can be affected or damaged by these fluctuations.

Taking precautions to protect sensitive equipment is your responsibility – and you should definitely consider it. Solutions can include:

  • Power filters (for smaller companies – e.g. small manufacturers)
  • Uninterrupted Power Supply (UPS) (for larger companies – e.g. organisations with mission-critical computing installations)
  • Back-up generators (for very large customers with significant electricity needs).

In most cases, talk to your local electricity contractor about the best solution. For large customers with complex requirements, Energy for Industry has specialist expertise that you can call on.

Faults 

Faults and power outages can be caused by a range of events. They may be specific to your site or they could apply to whole areas or regions.

In the event of a fault, your network company is ultimately responsible for the restoration of service. However, we are happy to field your calls on their behalf. We will provide you with updates on the situation as we receive them from your network company.

In the event of a fault or power outage you should:

  • During business hours – contact your account manager in the first instance
  • Outside business hours – call Meridian Energy on 0800 118 228. Our 0800 number is staffed around the clock, 24 x 7
  • You may need to contact your network company directly

See our standard Corporate Customer Terms and Conditions (PDF 982KB) for our terms relating to faults.