Medical Dependency
If you or someone living at your property (even for a short period) are medically dependent on mains electricity or natural gas, please get in touch.
A medically dependent consumer (“MDC”) is someone who is dependent on electricity or natural gas for critical medical support - where the loss of electricity or natural gas may result in loss of life or serious harm. This applies to both medical and other equipment needed to support treatment, including - but is not limited to - renal dialysis machines, ventilators and oxygen concentrators as well as non-medical equipment needed to support your treatment (i.e. a microwave to heat fluids for renal dialysis).
How to register as medically dependent:
- Call us straight away on 07 306 2700 (or 0800 668 236) We will record that you are medically dependent on electricity and/or piped natural gas.
- Set up an emergency response (back up) plan in case if a power cut or gas outage, See the Electricity Authority’s website here for more information.
- Download the Confirmation of Medically Dependent Consumer Status Form and arrange for this form to be completed by your healthcare provider (e.g. your GP) to confirm that you or a member of your property is medically dependent.
- Once completed, please scan and email a copy to us at info@novaenergy.co.nz, or post it to Nova Energy, PO Box 404, Whakatane 3158.
When we receive your form, we will assess whether you or someone at the property meets the criteria for Medically Dependency Status.
We will also share this information with certain third-party providers, for example, your network and metering companies and our field services staff, so they are aware if they are working at your property (e.g., checking or upgrading your electricity meter).
In an emergency, your information might also be shared with health authorities (like Health New Zealand), emergency services, and other agencies (like Civil Defence) following the Privacy Act 2020 and Health Information Privacy Code 2020.
Essential Backup Plan and Safety
Your electricity and natural gas supply cannot be guaranteed 100% of the time. Bad weather or a fault could mean you lose your power or gas supply, so it is important that you have an emergency response (or back up) plan in place.
Your backup plan could include a backup power supply, a battery or generator, torch, an analogue phone, going to a friend or family member’s home who has power or, in an emergency, calling an ambulance. If you rely on electricity for medical equipment, we also suggest you contact your local hospital, GP or the supplier of any essential equipment to discuss backup options.
For more information on preparing your emergency response plan, go to the Electricity Authority’s website here.
If for any reason you are without supply, please do not attempt to reconnect this yourself.
In the event of a civil emergency, initiate your backup plan. For guidance, please refer to the civil defence information here.
Please note than in an emergency the operation of any naked flame indoors is not recommended.
Vulnerable Consumer
If you are elderly, have young children, have a disability or a medical alarm, we could consider you a vulnerable customer.
A vulnerable consumer is someone who, for reasons of age, health or disability, the disconnection of electricity presents a clear threat to that person, or a member of their household’s 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.
If you or someone living at your property fits this description, please get in touch.
We take our obligation to assist customers in vulnerable circumstances seriously. We will discuss options like:
- setting up a payment arrangement
- applying to Work and Income for advice or assistance
- approaching another social agency for assistance, advice, and budgeting
Alternative Contact
You might want to supply us with the details of an alternative contact. This might be someone like a family member, a friend or a social agency who has agreed to assist you to communicate with us or manage your payments. They will not be held financially responsible for your account. You can have more than one contact, but you must have their agreement that they are willing to talk to us and make decisions on your behalf.
Budgeting Advice and Social Agencies
You can always call us to discuss payment options on 0800 668 236. For further financial advice there are free budgeting services in almost every community in New Zealand. For details on your local service or for more information call 0800 345 123 weekdays 8am to 8pm and Saturdays 10am to 2pm or visit MoneyTalks or Kiwi Families. You may also want to contact Work and Income on 0800 559 009 to find out if you are entitled to financial assistance.
Nova’s payment options
We provide a range of ways to pay your account.
If you’re finding it hard to pay your bill, our team is here to help. We can offer a range of advice, options, and support, including:
- Ensuring you're on the best energy, broadband and mobile plans(s) for your usage
- Providing useful advice on ways you could reduce your bill
- Helping set up a payment solution to suit your situation
- Recommending budgeting services to help you manage your bills
- Keeping you connected.
Email or call us on 07 306 2700 (or 0800 668 236) to discuss your situation.