Electricity Authority improving consumer outcomes

When consumers are well informed, they are empowered to make good choices. The Electricity Authority has recently focused on supporting consumer understanding of the system and how they can get advice. 

The rules changed in 2021, requiring all retailers and distributors to provide clear information about Utilities Disputes and Powerswitch. This has led to an increase in the use of these free and independent services.

In the same year, the Electricity Authority published consumer care guidelines focusing electricity retailers on providing a consistent and supportive standard of service. Under the consumer care guidelines, electricity retailers should publish a consumer care policy. A consumer care policy is a public commitment explaining the retailers' approach to consumer care. From this, you can see how they promise to behave and support their customers – especially if they are experiencing challenging circumstances that affect their ability to access and afford electricity.

The Authority's broader work programme is focused on improving outcomes for electricity consumers – whether that be households or businesses. 

Visit the Electricity Authority website to learn more about their role and focus on consumers.