The Electricity Authority published refreshed Consumer Care Guidelines for members in 2021.
The guidelines - available here - oblige all retailers to write a Consumer Care Policy containing various pieces of information to help and inform consumers. Each retailer must publish their policy on their website.
To assist retailers, ERANZ led an industry working group to develop a template Consumer Care Policy which retailers can choose to adapt as they wish for themselves.
This template is provided freely to all electricity retailers to use. You can find it here.