Northland power customers: Your rights

Northland residents who lost power during last week’s widespread outage may be eligible for compensation for losses caused by the outage.

The Consumer Guarantees Act (CGA) says electricity supply must be of an acceptable quality. We think impacted residents have a strong case for claiming compensation for any losses associated with the power outage in Northland last week.

“It doesn’t matter whether you are a prepay or pay-monthly customer, we think you are equally protected by the Consumer Guarantees Act” says Jessica Walker, communications and campaigns manager.

What you need to know

I was affected by the recent Northland power outage. What am I entitled to?

You may be entitled to compensation under the CGA because you have the right to electricity of an “acceptable quality.”

“Acceptable quality” means the service must be as safe and reliable as a reasonable consumer would expect it to be.

You might be able to claim compensation for:

• fridge and freezer food that spoiled because your appliances lost power
• items damaged during the outage, i.e. if your freezer has leaked and damaged your carpet, or if, once the power returned, it caused a surge and short-circuited an appliance
• prepaid phone costs because you were unable to charge and therefore use your phone.

How much can I claim?

Your compensation claim for losses from the power outage should put you back in the position you would have been in if the service hadn't been faulty. In this case, it would be if the power hadn’t been cut.

How do I make a claim?

Contact your electricity retailer to let it know you are seeking compensation for losses relating to the power outage in Northland.

We have a compensation template to help you with your claim.

You should include any supporting information you have, such as photographic evidence and receipts.

Who do I call?

Contact your electricity retailer’s customer service team via phone or email.

Should I contact my insurance company?

If you decide to claim on your contents insurance, you will have to pay an excess and your future insurance premiums could increase as a result of your claim.

We think you are likely to have sufficient protection under the CGA and we recommend you contact your electricity retailer.

Please note that the CGA does not cover businesses.

My retailer says it can’t help. What should I do?

You have a contract with your electricity retailer, so it should sort out your reimbursement for any outage related losses.

If your electricity retailer decides not to compensate you, it should tell you why. If you’re not satisfied with your retailer’s response and you want to discuss what you can do, contact Utilities Disputes. Utilities Disputes is a free and independent service for all electricity customers.

Make a claim using this template

Email subject line: Complaint due to Transpower Pylon Failure

Kia ora,

I wish to submit a claim for the losses I have experienced due to the recent power outage caused by the Transpower pylon collapse on Thursday 20 June 2024.

Under the Consumer Guarantees Act, I have a right to claim back losses I have incurred as a result of the outage.

I am claiming $XXX to cover the following losses:

• Add a description of any damage and losses from the outage, e.g. spoilt food in your fridge /freezer/oven if being used at time of outage.

• Include evidence of the damage, e.g. take photos of food and other damaged items and attach quotes, receipts and reports if needed.

I look forward to hearing from you.

Ngā mihi,

Tips on making a claim

Your electricity retailer must have the opportunity to resolve the complaint with you first. It has 20 working days to resolve the complaint with you. 

If your provider decides not to accept your claim, it should tell you why.

If you are not satisfied you can contact Utilities Disputes (UDL) on 0800 22 33 40. UDL is a free and independent service for all electricity customers.

Your rights under the Consumer Guarantees Act

The Consumer Guarantees Act (GGA) guarantees the supply of electricity or gas by your power supplier will be of acceptable quality. Your electricity retailer is not responsible for damage caused by acts of God or force majeure.

You can access section 7A of the CGA to find out more.