Now that we’ve covered our responsibilities, let’s move on to what your responsibilities are under this agreement. In this section, we outline what we expect you to do under these terms.
Note that you cannot transfer your responsibilities under this agreement to anyone else.
Tell us about any changes that affect this agreement
You must tell us about changes that affect your agreement with us. Here are some of the things you must tell us about:
- any changes to your contact details (if we are billing you direct for line function services or you are an associated party)
- any issues with outages or any technical or capacity aspects about your connection in accordance with our Network Code.
Tell your retailer if you or someone else depends on electricity for medical equipment
If you are a customer, you must tell your electricity retailer if you or someone else permanently or temporarily using your installation uses medical equipment that needs a constant supply of electricity for critical medical support. Critical medical support means that losing electricity supply may result in loss of life or serious harm.
The electricity retailer must record relevant information about verified medically dependent consumers in their system and pass this information onto us.
We’ll do our best (either directly or through your retailer) to discuss possible alternative arrangements with you or the medically dependent consumer to ensure outages are covered, whether planned or unplanned.
We recommend you also have an emergency response plan to suit your circumstances as we can’t always guarantee continuous supply of electricity. Examples that are outside our control are:
- a natural disaster of some kind
- an unplanned outage due to equipment failing on the network or damage caused by a third party.
For more information, see the Electricity Authority’s consumer care guidelines for medically dependent consumers on their website: ea.govt.nz.
Maintain your installation and fittings to a safe and acceptable standard
You are responsible for maintaining your installation and fittings to the standards set out in our Network Code. Maintenance must be carried out by a suitably qualified electrician.
Keep meters and equipment safe
Under this agreement, you’re responsible for keeping meters and equipment safe by:
- providing protective housing for metering equipment
- not interfering with meters, or related equipment
- protecting any sensitive equipment you have.
You must comply with the Network Code and not interfere with our fittings and related equipment.
Report outages on our network
We encourage you to report outages on our network. Please use our dedicated 0800 number to report outages: 0800 367 328.
Allow us safe and unobstructed access to your property
You must allow us, or our agents, safe and unobstructed access to your property and to energy supply equipment we and third parties own that’s installed on your property or in your buildings. For example, you must make sure dogs are kept under control when we or our agents need access.
Be safe around our lines and cables, and give us notice of works near trees or structures
Make sure you work safely when near our lines and cables. Contact us at least 20 working days in advance if you want to:
- cut or trim any trees within 4m of our lines
- do any other activity that for safety reasons needs a temporary disconnection.
Your temporary disconnection for safety reasons may mean we need time to send a planned outage notice to other customers or associated parties on our network.
Keep your trees and other items clear of our fittings
You must make sure that trees and vegetation on your property do not damage our fittings or interrupt our service. You agree to keep all trees and vegetation on your property clear of our fittings to meet the hazard restrictions as outlined on our website.
If any trees or vegetation on your property make contact with any of our fittings, you agree to pay for the cost of any outage caused, and any damage or repairs that are needed.
If any loose equipment or items on your property make contact with any of our fittings, you agree to pay the costs of any outage caused, and for any damage caused or repairs needed. For example, make sure trampolines are tied down and that you don’t have items like loose sheets of corrugated iron.
Our trees information complies with The Electricity (Hazards from Trees) Regulation 2003 (as amended from time to time). Please contact us for more information about hazards from trees and vegetation.
Get our consent for electricity generators
You must have our written consent before connecting any equipment to your installation that is capable of injecting electricity into the network, whether inadvertently or when operating normally.
If you connect equipment without our consent, we may disconnect your installation, as outlined in ‘When we may disconnect your installation’.
Examples of generation equipment include diesel generators, solar photovoltaic systems, wind turbines, and hydro generation equipment.
See information about the process and connection methods in our Network Code and Distributed Generation Policy.
Pay your bill promptly
If you are a customer, we may appoint a retailer as our agent to collect payment for us from you. You must pay that retailer the amount shown on the retailer’s bill by the due date set out on the bill.
We bill some large customers directly. If we are direct billing you, you must:
- pay your bill on time — pay the amounts shown in your billing statement on or before the due date
- tell us if you are selling your property — we need 5 working days’ notice so that we can update your contact details.
What’s included in your monthly billing statement
Unless we agree or advise otherwise, we’ll send you a monthly billing statement with:
- details of the charges that make up the total amount
- the billing period and due date for payment.
If you are a customer and have agreements with us for multiple installations, we’ll show the charges in separate invoices, which form part of the same billing statement.
The billing statement shows our payment terms. You must pay in full by the due date without any kind of deduction or set-off unless we have agreed individual payment terms with you.
If a prompt payment discount applies, we’ll include it in our Schedule of Prices or pricing notification to you.
See ‘How we’ll communicate with you’ for information about when we consider you have received our billing statement.
Our debt collection process
If everything goes well, we won’t ever need to talk to a debt collection agency about your payments.
But if we do, we’ll do as much as we can to let you know we’re about to contact a debt collection agency. At any stage, we and you can agree individual payment terms, and if you meet those terms, we won’t ask an agency to follow up on the debt.
If you pay any arrears, we will apply the payments to the oldest amounts outstanding unless those amounts are in dispute.
If we need to take action to recover overdue payments from you, you are liable for any reasonable collection and legal fees we incur.