Consumer Care

The Electricity Authority published a refreshed set of Consumer Care Guidelines on 30 March 2021.

These new Guidelines obliges, under paragraph 7, 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 in accordance with paragraph 9(b).

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.

Click the icon above or here to download a PDF version of the template.

An editable Word template can be downloaded here.