We're here to help!

Your power could be off for a few reasons, like extreme weather, a vehicle hitting a power pole, or a lines fault. It might be just your property, or a wider problem on the network. 

Here are three top tips for when the power goes out:

1. Stay safe. Keep yourself and others well clear of any lines and wires. Even if your power is out, treat all lines and wires as live and dangerous. 

2. Report it. It's best to call your network company (the lines company for your area) to report the fault. If you're not sure who that is, you can find out through the Electricity Authority website. If other houses in your street are out too, chances are someone's already working on it.

3. Switch off appliances at the wall. Turn off or unplug your appliances, especially anything hazardous (heaters, ovens) or sensitive (computers), to reduce the risk of fire or damage from a surge when power returns. Leave a light or two on so you know when it's back.

If you have a smart meter, we automatically read your half-hourly usage every day, so you don't need to do a thing. If you don't have a smart meter, or aren't sure what you have, you can find out about the different meter types and how to read them: learn more about meters.

If you or someone in your household relies on mains electricity for critical medical support, it's really important you let us know. You can reach us on live chat, 9am to 5pm on weekdays. Outside those hours, message us on live chat and we'll get back to you as soon as we're back online.

Please download the form below, have it completed by your health care provider, and email it back to md@powershop.co.nz

Download form

Make sure you have an emergency plan.

Unexpected outages can happen without warning, so if you're medically dependent it's essential to have a back-up plan ready. Your plan should:

• keep you safe whether the power is out for a couple of hours or several days;

• be prepared with help from the medical professional who issued your critical medical equipment;

• include options such as battery power or a generator;

• involve family, neighbours, friends, your medical professional, the hospital, or emergency services (though in major events some of this support may be unavailable);

• be understood and agreed by you and your support people; and

• be reviewed and practised regularly so it keeps meeting your needs.

To check your current status with us, log in and go to Settings, then Properties, then Vulnerability & Medical Dependency. Having a back-up power supply in place for an unplanned outage is your responsibility, and your GP or health provider can help you set up a plan.

Yes, we call it Get Shifty (you might also hear it called TOU, or Time of Use). If you're in a network area where peak/off-peak pricing is the default and you have a smart meter, you'll be put on it automatically. If you're not in one of those areas and would like to check whether you're eligible, get in touch with our team on Live Chat.

See where Get Shifty applies

Whether you need a temporary disconnection for maintenance or a permanent one to remove power for good, we'll get you sorted.

• Temporary disconnection: a switch-off for electrical work, renovations, or upgrades.

• Permanent disconnection (decommission): a full removal of power, including the lines and meter, when a site no longer needs electricity, such as before demolition or for an unused supply. This is irreversible.

Not sure what you need? Get in touch on Live Chat or email us.