Embargo: For Immediate Release 12pm 1 June 2007

Are vulnerable low income electricity consumers being educated about their rights?

If the Muliaga family were aware of their rights as a low income domestic consumer of electricity, Folole Muliaga might be alive today. Last year the Electricity Commission released its “Guidelines on arrangements to assist low income domestic consumers.” These guidelines outline the Commission’s expectations of electricity retailers in dealing with low income consumers. The Commission specifically identified that some consumers are particularly vulnerable because of health or disability issues.

The guidelines include processes to ensure that minimal disconnections occur, and state that consumers who have health and/or disability issues are entitled to, and should be aware of a sound process for identifying themselves to retailers.

Whilst it is likely that electricity retailers are aware of these guidelines, it is not clear to what extent staff are trained in them. More significantly, it is not clear to what extent the Commission and electricity retailers are committed to educating low income, vulnerable domestic consumers about their rights, despite the existence of these guidelines. Christchurch Energy Trust, Community Energy Action (CEA) suggests that a simple pamphlet would ensure that people in at-risk situations communicate with their electricity supplier about the consequences of a power disconnection.

Katie Nimmo, Research and Education Coordinator for CEA says

“…the Electricity Commission and electricity retailers need to work together to develop and fund a systematic process for educating vulnerable low income customers about their rights. That process should include other agencies such as community energy groups, Work and Income, and budget service providers.”

CEA is a Christchurch based, non-profit group working to improve the energy efficiency and warmth of low income homes by installing home insulation. It targets people who are particularly vulnerable to the cold, including older people and families with infants. Along with other community energy groups up and down the country, CEA sees itself as an ideal partner for identifying and educating vulnerable low income electricity consumers about their rights.

ENDS

Click here to visit the Electricity Commissions Guidelines
http://www.electricitycommission.govt.nz//opdev/retail/lowincome

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visit our website at www.cea.co.nz, click on the link “News and Research”, and select Guidelines for electricity retailers working with low income consumers (released July 2006)

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