Vulnerable consumer

For some domestic electricity consumers, the disconnection of electricity presents a clear risk to their health or wellbeing. For some of these people, this risk to their health or wellbeing is exacerbated by financial hardship. The Electricity Authority defines these domestic consumers as "vulnerable consumers", per the following definition:

A domestic consumer is vulnerable if:

1. for reasons of age, health or disability, the disconnection of electricity to that domestic consumer presents a clear threat to the health or wellbeing of that domestic consumer; and/or
2. it is genuinely difficult for the domestic consumer to pay his or her electricity bills because of severe financial insecurity, whether temporary or permanent.

To notify us if you or a member of your household is a vulnerable consumer please fill our our online form or call our Customer Services Team on 0800 10 18 10.

Medically Dependent consumer

A medically dependent consumer is a domestic consumer who is dependent on mains electricity for critical medical support, such that loss of electricity may result in loss of life or serious harm. For the avoidance of doubt, medical dependence on electricity could be for use of medical or other electrical equipment needed to support the treatment regime.

Click here to fill out our Vulnerable Consumer Form.

Customers who have a medical dependency are encouraged to fill out a medical dependency form, or call our Customer Services Team on 0800 63 00 01. You will need to have the medical dependency form certified by a registered medical practitioner.

To stay on the Medical Dependency Register you will need to show us proof of the medical condition or disability within 30 days of being registered, including information about why you need your power to stay connected. A medical practitioner will be able to give you a medical certificate with this information.

When a medical practitioner has filled it out, send it back to us by:

    Fax on 09 580 3653 or
    Email a scanned copy to medicaldependencyqueries@mightyriver.co.nz or
    Post to:
    Mercury Energy Medical Dependency Team
    Private Bag 92008
    Auckland 1142

To stay on the Medical Dependency Register, you may need to get further medical certificates from a medical practitioner every six months to show that you still need power for medical reasons.

To make it easier for us to help you, we may need to discuss your illness or disability with other people such as doctors.

Please see below to download the Medical Practitioner Form.