One step closer to fairer power

Consumer care guidelines were a voluntary mechanism for the electricity industry to ensure customers were treated fairly. After more than 1,000 submissions from the public, they’re now mandatory. 

Jim Lawless was already going through a difficult time in his life when he was handed the unexpected $1,235 bill. Juggling some full on stressors for his whānau, the Aucklander ended a one-year electricity contract with Trustpower three months early, and was charged a break fee. “It seemed exorbitant, such a ridiculous amount,” he says. But having already had to go through long hold times and a confusing user interface when clarifying the electricity contract earlier, he was reluctant to complain – “I thought I wasn’t going to get anything” – so he paid the bill.

Article written by Shanti Mathias - The Spin Off