Vulnerable and Medically Dependent Customers


If you or someone in your home has critical medical equipment powered by mains electricity or is reliant on electricity for reasons of age, health or disability, and disconnection of electricity may present a clear threat to your or their health or well-being, it is important you let us know. To speak with us about this, or to authorise someone to speak on your behalf (e.g. a family member, a friend or a social agency) please call us on 0800 300 400.

A medically dependent status can only be granted through the provision of a Medical Dependency Form, it must be signed by your Health Practitioner. This form is available here (PDF Download) or from your primary healthcare provider, who can discuss an emergency backup plan with you. We will ensure this important information is flagged on your account. If you have any questions about medical dependency, you or your authorised representative can contact us on 0800 300 400.
 
If you are medically dependent and without power, please read this important information on what to do.
 

If you are having difficulty paying your bill, we have a number of payment options available to help you. We also provide an annual Price Plan Check where we let you know how much electricity you've used in the previous 12 months and our available price plan options, so you can decide if you're still on the best pricing plan for your home.

We can talk through any of these options with you or your authorised representative. You can contact us on 0800 300 400 or email us.