Fill in the [brackets]
Subject: Hardship assistance - account [number]
Hi [Retailer] team, I would like to talk to you about a payment arrangement on account [number], address [address]. My household income has dropped following redundancy on [date], so I am asking for help to keep my power on. I would like to: 1. Spread any overdue amount over [X] weeks, and 2. Move to smaller regular payments (weekly/fortnightly) of $[amount], and 3. Have a pause on disconnection while we agree this. [I have a medical condition / a person who depends on powered medical equipment at this address: details. Please note this on the account as vulnerable consumer.] Please let me know what information you need and confirm the arrangement in writing. Kind regards, [Your name] [Phone]
Tips
- Retailers have a Consumer Care Guidelines/hardship approach and must treat customers who are in financial difficulty with care before disconnecting. Ask for the hardship or 'customer care' team by name.
- If you or someone at home relies on medical equipment, tell them: this affects whether they can disconnect.
- Ask about low-user or pre-pay options only if they do not raise your cost per unit.
- If you cannot resolve it, contact the Utilities Disputes (utilitiesdisputes.nz). It is free.
- Work and Income can sometimes help with arrears through a Special Needs Grant or Advance Payment of Benefit.
- Compare providers and tariffs on Powerswitch (powerswitch.org.nz) after your situation settles.
General information, not legal advice. Keep a copy of everything you send. Spotted something out of date? Email help@unemployed.nz.