for vulnerable customers

Keeping up with bill payments can often be difficult, especially for vulnerable consumers

A vulnerable consumer is a domestic consumer for whom:

• for reasons of age, health or disability, the disconnection of electricity to that domestic consumer presents a clear threat to the health or well being of that domestic consumer; and/or
• it is genuinely difficult to pay his or her electricity bills because of severe financial insecurity, whether temporary or permanent (note: this also includes being on a low-income).

If you believe that in the future you may have difficulties with payments or with communicating with us, you can appoint one or more alternate contacts to help in the case of a disconnection or payment issue. An alternate contact could be a family member or friend, or a social agency support person.

If any of the above applies to you or your household, please call us on 0800 890 146 and we will be pleased to help you.