Customer Safety

A MainPower Connection Agreement is posted to all new MainPower New Zealand Limited customers when they are connected to the network. The agreement outlines the relationship between the customer and MainPower New Zealand Limited.

Under the Connection Agreement customers must comply with MainPower's Network Connection Standards. These standards have been designed to ensure that the Network continues to operate efficiently, reliably, securely and safely.

Continuity of Supply

MainPower’s priority is to maintain continuity of supply and to notify customers of planned interruptions in accordance with the Connection Agreement.  When power supply is disrupted, either due to a planned or unplanned interruption or when disconnection is requested by the retailer or an agency other than the customer, every effort is made to ensure human life is not threatened and that legislative and regulatory requirements are met.

Priority Customers

Special consideration is given to the continuity of supply to customers whose health or livelihood could be adversely affected by an interruption.  Priority customers include those who maintain essential services.

Priority Customers with Medical Conditions

Customers with serious medical conditions, who rely on continuity of supply to support life, are treated as priority customers. Every effort is made to maintain continuity of supply and, if necessary, to advise them of any interruptions to supply so that alternate arrangements can be made. The District Health Board is responsible for advising the Network Manager of the identity of these special needs customers and for updating information when changes occur.

24-Hour Fault Line

If you are reporting an electrical fault or emergency or enquiring about unplanned interruptions to supply, contact the 24-hour Fault Line on phone 0508 60 70 80