Vulnerable customers

If losing power could cause you harm, or you’re having trouble paying

Do you rely on mains electricity for reasons of age, health or disability? Does someone in your household? Would disconnecting electricity threaten health or wellbeing? Or are you in hardship and having trouble paying your power bills? This is called being a ‘vulnerable customer’. If that’s you, please let us know. We’ll talk about your situation, make a note on your account, and give you advice about payment options to help you maintain your power supply.

And you can give us a way of reaching you through someone else — an alternate contact.

An alternate contact can be a family member, friend, or social agency. They need to have agreed to help you if you’re:

  • having difficulty understanding the information we give you
  • having trouble paying
  • facing disconnection of your electricity.

You can give us more than one name to contact. 

You still need a backup power supply

Your power supply is not guaranteed, even if you have told us you depend on electricity for medical treatment or your health.

Power cuts happen for many reasons, such as bad weather or unplanned emergency repairs.

Make sure you have alternative power. For example, have backup battery power or a generator. And make sure you have family or friends you can contact to help if the power goes off.