Are you medically dependent on electricity?

At Z, we take our responsibility as an electricity retailer extremely seriously.
While we can’t guarantee that our customers will always have power (unfortunately power cuts just sometimes happen), it’s our priority to help keep our medically dependent and vulnerable customers safe.

That means ensuring we know who those individuals are so that we also know we’re doing our best to help and support them.

Check our Consumer Care Policy here for more info on how Z can support you or the medically dependent individuals in your home. 

How do I know if I’m medically dependent?

The Electricity Authority (EA) defines a medically dependent person as someone who relies on mains electricity for critical medical support, and for whom the loss of electricity may cause death or serious injury. This can include the use of medical electrical equipment, such as a ventilator or renal haemodialysis machine, and non-medical electrical equipment needed to support treatment, such as a microwave to heat fluids for renal dialysis. If this is you, your doctor or specialist will give you a notice which states your dependency on electricity, and you’ll need to pass this on to us. 

I’m medically dependent - what should I do?

Let us know and provide us with the information required 

First up, it’s vital that you give us a call on 0800 935 328 and let us know if you and/or someone in your home, either staying with you temporarily or permanently, is medically dependent. 

Our Customer Team will take you through the process, the information we require, and provide you with a Medical Dependency Form to complete. You can also download the form here.

You’ll need to make sure the entire form is completed, including the section that needs to be filled in and signed by the medically dependent individual’s health practitioner (usually a doctor). Please return the completed form to us by email at helpwithpower@z.co.nz. 

When we receive your completed Medical Dependency form with all the required information, we will store this in our system. This information will be used to help ensure that we do not disconnect power for our medically dependent individuals, and we can notify you in advance of any planned outages that may affect your power supply, as well as notify you as soon as possible in the event of an unplanned outage. We may also share any information with the relevant distributor and metering equipment provider or other third parties as necessary to ensure they are aware of your medically dependent status. For more information on how we store and use this information please refer to our Privacy Policy. 

Have an emergency response plan prepared 

We can’t always guarantee the supply of electricity for our medically dependent individuals.  It’s important for all of us to be prepared for a power cut, but for our medically dependent individuals, it’s especially so.

To prepare for a power cut, you’ll need to have an emergency response plan to ensure any power cuts won’t create a health risk. This can include having some form of backup electricity, such as a generator, or going to a family member or friend’s house that still has electricity. And, of course, don’t hesitate to contact your healthcare provider or call 1-1-1 if you’re concerned about the health of yourself or someone in your household during a power cut. 

You can also have a chat with your health care provider (usually your doctor), as they can help you work out an appropriate emergency response plan. 

For resources to support the development of an individual emergency response plan, visit the Electricity Authority’s page for Medical Dependency. 

How can I check that Z knows I’m a medically dependent customer?

You can find your medical dependency status in the account section MyAccount, underneath the Medical Dependency status header. This will let you know whether we have you or someone at your address recorded as medically dependent.

I can’t find my medically dependent status on MyAccount? Why not?

If your medically dependent status isn’t showing, or the status we’ve got is incorrect, get in touch as soon as possible at 0800 935 328 or helpwithpower@z.co.nz. 

How do I make sure I receive important communications? 

It is important for us to be able to communicate important information to you or the medically dependent individual in your home, especially in relation to planned or unplanned outages.

Appointing other people to your account

To help facilitate communications, all of our medically dependent individuals have the right to appoint an alternate contact person or support person. An alternate contact person or support person can be useful if we are unable to reach you to notify you of important information, especially in relation to a planned or unplanned outage.  They can ensure that the important information can still be communicated to you or the medically dependent individual. 

If you are the medically dependent individual, you may appoint an alternate contact person or support person for yourself, if you haven’t already done so.

If someone in your household is the medically dependent individual, you can appoint an alternate contact person or support person on their behalf. 

An alternate contact person or support person can be useful if we are unable to reach you to notify you of a planned or unplanned outage, ensuring that the important information can still be communicated. 

To learn more about these roles, check out our Customer Care page. 

You can appoint an alternate contact person or support person for yourself or for the medically dependent individual in your home, by contacting us with their name and contact details.  Before you do this, please make sure you have their permission to nominate them and share their information with us. If you’re unsure about whether you need to appoint an alternate contact person or support person and you’d like to chat this through with us, please reach out.

What about vulnerable customers?

At Z, we broadly define vulnerable customers as those encountering financial, health and functional vulnerability – vulnerability is complex and can affect us all in many ways throughout the course of our lives.
If you’re encountering any sort of vulnerability, make sure you let us know – that way we can help! You can read more on this in our Customer Care Policy.

Can we chat?
Of course! It’s important that if you have any questions or concerns about your power supply as a medically dependent or vulnerable customer that you let us know. We’re here to help. Just call us at 0800 935 328 or send an email to helpwithpower@z.co.nz.