Tell us if you rely on electricity
If you, or someone in your household, are medically dependent or vulnerable because you are reliant on electricity, please let us know so we can include this important information on your Genesis Energy Account.
You can contact our Customer Care Team on 0800 300 400, Monday to Friday 8am - 8pm. We’ll talk to you about what is required to register you as a medically dependent or vulnerable customer and discuss payment options that may suit your needs.
If you’re having trouble paying your bill, here’s some important information that might help. View our payments brochure with handy hints below.
Having trouble paying your bill.pdf
What is a medically dependent customer?
A medically dependent customer is a person who is dependent on mains electricity for critical medical support, and the disconnection of electricity may result in loss of life or serious harm.
Ventilators, oxygen concentrators and ventricular assistance devices are examples of critical electrical medical equipment, but non-medical equipment can also be required for critical medical support. For example a medically dependent consumer may need to use the microwave to heat fluids for renal dialysis.
Tell us if you depend on electricity for medical reasons. For Genesis Energy to service your needs, a completed and signed copy of the Notice of Potential Medically Dependent Consumer Status form is required for our records.
If the loss of electricity could endanger the wellbeing of yourself or a member of your household, please contact our Customer Care Team on 0800 300 400 so we can update your account details.
It is important that you or the member of your household who is medically dependent on electricity contact their health practitioner to have the Notice of Potential Medically Dependent Consumer Status form (PDF download part A & B) completed. The completed, signed and stamped document should be posted to Customer Care Team, Genesis Energy, Private Bag 3131, Waikato Mail Centre, Hamilton 3240 or fax it to us on 0800 110 999.
It is our job to supply your home with reliable energy; however, circumstances or events beyond our control may cause your power supply to be interrupted. In the event of a planned shut down we will try to give you notice but we are unable to give warning or notice about sudden, unplanned shutdowns or outages. Please make sure you have alternative arrangements such as battery power or generator back-up available or contact the hospital immediately.
If your situation changes and there is not/no longer a requirement for a continuous supply of electricity at your household for the purpose of supporting critical medical equipment please fill out the Customer Declaration (PDF download).
Customer Declaration.pdf
Notice of Potential Medically Dependent Consumer Status Form - Part A.pdf
Notice of Potential Medically Dependent Consumer Status Form - Part B.pdf
What is a vulnerable customer?
A residential electricity customer is defined as vulnerable if:
- For reasons of age, health or disability, the disconnection of electricity to that customer presents a clear threat to their health or wellbeing; and/or
- It is genuinely difficult for the customer to pay his or her electricity bill because of severe financially insecurity, whether temporary or permanent.
If you’re unsure of your situation, please call us today to discuss whether you’re medically dependent or vulnerable.
Account Authority
If you’re medically dependent or vulnerable and you think you may have trouble making payments or contacting us in the future, you can appoint an Account Authority. This person can help you on your behalf but is not responsible for any payments. If English is not your first language, you can also arrange to have someone talk to us on your behalf. You may also provide us with one or more account authorities.
In some instances we may ask for an alternate contact. This is a person who will be contacted if we cannot get hold of you.
For more consumer information on medically dependent and vulnerable status the Electricity Commission have fact sheets available: