If you believe you, or someone living with you qualifies as a medically dependent or vulnerable consumer please let us know right away.

You can contact our friendly team on 0800 668 236 or via email info@novaenergy.co.nz

Medically Dependent Consumer

A medically dependent consumer is a residential consumer who is dependent on mains electricity for critical medical support; disconnection of the electricity may result in serious harm to them.

Critical medical equipment includes but is not limited to; renal dialysis machines, ventilators and oxygen concentrators and can include non-medical equipment needed to support your treatment (i.e. a microwave to heat fluids for renal dialysis).

It is important for you to be aware that electricity supply cannot be guaranteed 100% of the time. An electricity fault could mean you lose power so if you rely on electricity for medical or health equipment it is important that you have a backup plan in place to ensure you are prepared in case of an electricity fault.

We suggest you contact your local hospital, GP or the supplier of any essential equipment to discuss backup options.

Vulnerable Consumer

A residential electricity consumer is defined as vulnerable if; for reasons of age, health or disability the disconnection of electricity to that consumer presents a clear threat to their health or wellbeing and/or it is genuinely difficult for the customer to pay his or her electricity bills because of severe financial insecurity whether temporary or permanent.

Alternative Contact

When you register your medical dependency or vulnerability you may like to supply us with an alternative contact.

An alternative contact is someone that has agreed to assist you if a payment issue is pending but they are not responsible for making any payments.

You may provide us with more than one contact but you must have agreement from your alternative contact(s) that they are willing to talk to us and make decisions on your behalf.

Budgeting Advice

Even though you can call us for our full range of payment options, there are times when you may need further financial advice.

In these cases it is worth having your financial situation independently checked by a specialist budget adviser.

There are free budgeting services in almost every community in New Zealand. To get the contact details of your nearest budget service or for further information call 0508 BUDGETLINE (283 438) weekdays 8am to 4.30pm or visit their website www.familybudgeting.org.nz

Social Agencies

You may also like to contact Work and Income on 0800 559 009 or visit www.workandincome.govt.nz to find out if you are entitled to financial assistance.