Supporting Community Wellbeing
Customers are at the heart of our decision making and we continue to develop our product and service offerings across a broad number of areas. Over the last year we have collaborated with other industry partners to provide greater support for community wellbeing. EnergyMate is a free in-home energy coaching service, helping families at highest risk of energy hardship to reduce electricity costs and live in a warmer home. The scheme is a partnership between the Electricity Retailers Association of New Zealand (ERANZ) and leading electricity retailers, lines companies, community organisations and the Government. We are proud to have partnered with Levin Budget Service to deliver this valuable service to local families. During home visits families are advised on the best electricity plan for them, cost heating options, simple energy efficiency tips, and how they can get additional support such as insulation or budgeting. You can learn more about the scheme at: www.energymate.nz PROTECTING VULNERABLE CUSTOMERS Vulnerable customers are a high-risk group that need additional support. During the year we worked with the Electricity Authority, Commerce Commission, MBIE and electricity retailers in the creation of the Consumer Care Guidelines. The Guidelines will be followed by Retailers and Distributors to ensure that safeguards are in place for vulnerable customers access to electricity. Electra was one of only four Distributors to participate in the process.