Customer Safety

Connection Agreements

A Connection Agreement is posted to all new MainPower New Zealand Limited customers when they are connected to the network. The agreement, which is accompanied by a letter of welcome, outlines the relationship between the customer and MainPower New Zealand Limited.

Network Connection Standards

Under the Connection Agreement customers must comply with MainPower's Network Connection Standards. These standards have been designed to ensure that the network continues to operate efficiently, reliably, securely and safely.

24 Hour Fault Line

MainPower maintains a 24 hour fault line for reporting emergencies, faults or enquiring about unplanned interruptions to supply. This service is widely promoted.

Live Lines Newsletter

Live Lines is used to communicate company and industry information to customers. It has a strong safety focus and is published in the Northern Outlook, Kaikoura Star and on this site.

Interruptions to Supply

MainPower actively endeavours to maintain continuity of supply and to notify customers of planned interruptions in accordance with the Connection Agreement.

When continuity of supply is disrupted either due to a planned or unplanned interruption or when disconnection is requested by the retailer or an agency other than the customer, every effort is made to ensure that human life is not unduly threatened and that legislative and regulatory requirements are met.

Priority Customers

Special consideration is given to the continuity of supply to customers whose health or livelihood could be adversely affected by an interruption. Priority customers include essential services.

Priority Customers with Medical Conditions

Customers with serious medical conditions who rely on continuity of supply to support life are treated as priority customers. Every effort is made to maintain continuity of supply or, where supply is or will be interrupted, to advise them so that alternate arrangements can be made. The District Health Board is responsible for advising the Network Manager the identity of these special needs customers and for updating information when changes occur.

Operational Safety

Protocols are in place to ensure work performed by MainPower New Zealand Limited is of a standard that complies with both legislative and regulatory requirements and that connections are safe prior to enlivening. Such protocols include dual certification where all work is checked by a second person prior to enlivening. Where connections are made by lone workers the double check is performed via the MainPower Network Control Room.

Health Benefits

The Warm Homes Programme offers householders assistance improving the energy efficiency of their homes. Benefits include warmer, healthier homes that coss less to heat in the winter.