Can't pay the power, gas, internet or phone bill?

Power and gas

Electricity retailers must comply with Consumer Care Obligations and their own published consumer care policy. They cover areas such as disconnections, pricing plans, payment support plans and customers who rely on power for medical reasons. In practice that means retailers should offer help before they cut you off.

1. Ring the retailer before the due date. Ask for 'payment support' or 'the hardship team' and explain your situation.
2. Ask for a payment plan, a smaller regular amount, or extra time. Ask whether they can apply credits or waive late fees.
3. Ask for a pricing review: are you on the best plan for your usage? Compare plans at Powerswitch (powerswitch.org.nz) run by Consumer NZ.
4. If someone in the home depends on power for medical reasons, tell the retailer; they should record you as a medically dependent consumer.
5. Ask Work and Income whether a grant or advance for power costs is possible, and ask about the Winter Energy Payment if you're eligible (check current eligibility).
6. Consider asking for a support person to act on your behalf; the retailer will need their details and your permission.

If the retailer isn't helping

• Utilities Disputes: free and independent dispute resolution for electricity, gas and water (and for telecommunications complaints where the provider is a member). Phone 0800 22 33 40, email info@utilitiesdisputes.co.nz, or use the website udl.co.nz. Hours are Monday to Thursday 8am to 6pm and Friday 8am to 5pm.
• Electricity Authority: you can raise a concern about a possible breach of the Consumer Care Obligations (consumercare.ea.govt.nz, 0800 62 62 44, 9am to 5pm weekdays). It doesn't resolve individual complaints or order compensation but can investigate breaches. You can use Utilities Disputes and the EA at the same time.

Internet, mobile and landline

• Phone or message your provider and ask about hardship support. Many offer a short payment extension or reduced plan.
• Move to a cheaper plan or prepay. Prepay mobile plans have no contract and are often much cheaper than monthly plans. Compare plans on Consumer NZ's site (check current prices).
• Fixed-term contracts: leaving early may cost a fee. Ask for the fee to be waived on the grounds of redundancy before you cancel.
• Telecommunications Dispute Resolution (TDR, tdr.org.nz, 0508 98 98 98) is the complaint scheme for phone and internet if your provider won't help. Give the provider a chance to resolve it first. Some providers belong to Utilities Disputes instead, so ask your provider which scheme applies.
• You need internet to job hunt and use MyMSD. Libraries offer free wifi and computers; ask about free data programmes from your provider or local community groups.

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