Consumer Care Policy

This policy is not your electricity contract. Your contract is our Standard Terms and Conditions. This policy explains how we care for residential customers, including if you have trouble paying, and how we protect medically dependent consumers. We will follow this policy whenever we supply electricity to a residential premises.

1. About this policy

1.1 Electricity is essential to the wellbeing of residential consumers, their households and their whānau. This policy sets out how Deep Energy Limited (“we”, “us”, “our”) will care for residential customers and other residential consumers at premises we supply.

1.2 We are required to publish this policy under the Consumer Care Obligations in Schedule 11A.1 of the Electricity Industry Participation Code 2010 (the Code). Those Obligations are minimum standards. This policy explains, in plain language, how we meet them.

1.3 This policy applies to:

• (a) residential customers (people who have a contract with us for electricity used fully or partly for residential purposes); and
• (b) other residential consumers at those premises, including medically dependent consumers who may live there permanently or from time to time.

1.4 This policy does not apply to purely commercial or industrial supply. It does not replace our Standard Terms and Conditions, pricing plans, or any other written agreement with you. If there is a conflict between this policy and the Code, the Code prevails.

1.5 We will give you a copy of this policy, or a direct link to it, when you become a customer, and we will remind you about it at least once a year. The current version is always available at deepenergy.co.nz/consumer-care.

1.6 We will train our people who deal with invoicing, payment and disconnection so they can explain this policy and recognise when a customer may be having payment difficulties.

2. Our commitments

2.1 We will:

• (a) treat you with care and respect in every interaction;
• (b) work with you in a collaborative and constructive way to solve problems;
• (c) communicate with you in a timely, clear and accessible way;
• (d) help you understand the pricing plan that is most suitable for your household;
• (e) understand your situation, where you tell us about it, and be proactive in offering assistance;
• (f) work with you to resolve payment difficulties and, with your permission, connect you with support agencies;
• (g) work with you to try to keep your electricity connected if you are having payment difficulties;
• (h) use disconnection for non-payment only as a last resort;
• (i) protect medically dependent consumers from disconnection for non-payment; and
• (j) learn from our experience so we can keep improving.

2.2 We will use reasonable endeavours to avoid processes or communications that produce unfair outcomes because of language, ethnicity, education, culture, gender, disability, age, health, income or wealth.

2.3 We will use reasonable endeavours to work with support agencies and health practitioners in a cooperative, constructive and timely way. If you consent to a referral, we will make that referral within five business days.

3. How we communicate

3.1 We will communicate with you, and with other residential consumers we need to contact, in a way that is understandable, timely, clear and accessible. We will adapt our communication to your needs where we reasonably can — for example, if you prefer text rather than phone calls, or if you need more time to consider information.

3.2 You can contact us by phone, email or post. We may contact you by phone, text, email, post, in-app message, or in person.

3.3 Support persons. You may have a support person help you deal with us. A support person is independent of us. They can help you understand information and ask questions. They cannot change your account unless you have separately authorised them to do so. We will ask new customers whether they wish to use a support person, and we will record this if you do.

3.4 Alternate contact persons. You may nominate an alternate contact person we can contact if we cannot reach you. That person must be independent of us. They cannot change your account unless you have given them extra authority. We will ask new customers whether they wish to nominate an alternate contact. If an alternate contact tells us they no longer wish to act, we will record that and tell you the next time we are in touch.

3.5 If you cannot communicate in English without help, we will remind you that you may use a support person. We do not currently publish this policy in every language, but we will work with you and any support person so the information is clear.

3.6 We will request at least two ways to contact you (for example, a mobile number and an email address), and any other information you wish to give us that helps us engage with you (for example, language or accessibility needs). We will use that information when we contact you, as far as reasonably possible.

4. Signing up, declining applications, and leaving us

4.1 Before you sign up. If we speak with you (by phone or in person) before you become a customer, we will:

• (a) explain the product offerings and pricing plans that are relevant to your household; and
• (b) help you understand the most suitable option, including any conditions you must meet to get the full benefit, and any drawbacks (for example, early termination fees, bonds, or prices that can change).

4.2 If you sign up online, we will make the same information easy to find, together with our terms and conditions and payment options.

4.3 When you become a customer. We will tell you about this policy and give you a copy or a direct link. We will also tell you about payment options (including post-pay and prepay), and about the importance of telling us if a medically dependent consumer lives at the premises (and how to apply to be recorded as one). If you choose a prepay product, we will also give you the information in section 11 before you enter the contract.

4.4 If we decline to contract with you. We will tell you why. We will also point you to at least one electricity plan comparison site (currently Powerswitch) and to support agencies that may be able to help.

4.5 If we cannot keep supplying you. In the rare case we cannot continue to provide our service (other than a disconnection process described in this policy), we will explain why, give you enough time to make other arrangements, and recommend other retailers you could approach, as set out in our Standard Terms and Conditions.

5. Pricing plans, usage data and invoices

5.1 We will help you understand the pricing plan that is most suitable for your circumstances. That includes explaining available options and any conditions. Where it is practicable, we will tell you if another of our plans is likely to cost you less.

5.2 You can ask us for your electricity consumption data to help you make informed decisions. We will also remind you of this at least once a year.

5.3 If you ask about changing plan or product, we will, before making the change (unless you are doing it yourself on our website, where the information is already easy to find):

• (a) tell you about available offerings, pricing plans and payment options relevant to your household;
• (b) use reasonable endeavours to help you understand the most suitable option, including conditions and drawbacks; and
• (c) give you information about one or more electricity plan comparison sites.

5.4 We will use actual meter readings for invoices whenever practicable, unless you have agreed a payment option or payment support plan that uses estimates (for example, a smoothed payment arrangement).

5.5 Each invoice will show:

• (a) a breakdown of the amount owing, separating the current period from any overdue amount;
• (b) the due date or dates;
• (c) available payment options, or where to find them; and
• (d) if other goods or services are bundled, the amount for each.

5.6 Invoices will also include information about Utilities Disputes and an electricity plan comparison site, as required by the Code.

5.7 At least once a year we will contact you to:

• (a) remind you that you can ask for your usage data;
• (b) remind you of this policy and give you a copy or a direct link; and
• (c) ask you to confirm that the information we hold — including how to contact you, and whether anyone in the household is medically dependent — is still correct.

6. Information we hold about you

6.1 We keep records so we can care for you properly. That includes how you prefer to be contacted, support persons and alternate contacts, medically dependent consumer applications and decisions, payment difficulties and support we have offered, and disconnections and reconnections.

6.2 We will keep these records for at least five years after your contract ends, or after an uncontracted premises is disconnected, as required by the Code. We will handle personal information in accordance with the Privacy Act 2020 and section 12 of this policy.

6.3 You may ask us for the information we hold about you.

7. Fees, conditional discounts and bonds

7.1 Our fees (other than the rates we charge for electricity itself) will be reasonable. We will tell you about fees that may apply — including disconnection, reconnection and any early termination fees — before you incur them where we reasonably can, and we will include them in disconnection notices.

7.2 If a discount depends on a payment condition (for example, paying by direct debit or paying on time), we will explain that condition clearly, including what happens if it is not met.

7.3 If we require a bond:

• (a) we will tell you why, how much, and when it must be paid;
• (b) the amount will not exceed NZ$500, and you will have 14 days to pay it, as set out in our Standard Terms and Conditions; and
• (c) we will hold it in a separate account without interest, and repay it as described in those terms.

7.4 Current fees are published on our website or available by contacting us. We will not disconnect you for non-payment of a debt that is not related to electricity supply (for example, a broadband charge).

8. When payment is difficult

8.1 Please tell us as soon as you think you may have trouble paying. The earlier we know, the more we can do to help keep you connected.

8.2 We will treat you as possibly having payment difficulties if:

• (a) you tell us you may not be able to pay on time;
• (b) you miss paying an invoice by the due date in more than one billing cycle in a six-month period (they do not need to be consecutive); or
• (c) we otherwise become aware of information that reasonably suggests you are, or may soon be, in difficulty (for example, a sharp change in usage, repeated part-payments, or previous overdue amounts).

If you confirm you are not in difficulty, we will not treat you as such unless new information arises.

8.3 What we will do. When we know a post-pay customer who is not already on a payment support plan may be having payment difficulties, we will use best endeavours to engage with you. We will, at least once:

• (a) explain the steps we will take to help and the timeframes;
• (b) remind you of this policy, and that you may nominate a support person or alternate contact;
• (c) give you energy-efficiency information, or point you to it;
• (d) offer advice on usage or metering changes that could reduce future cost;
• (e) consider whether another pricing plan could cost you less and, if so, tell you, including the lowest-cost plan we have and any conditions or drawbacks;
• (f) make sure you know about financial assistance and support agencies;
• (g) offer to refer you to a support agency, with your agreement; and
• (h) offer to discuss a payment support plan that fits what you can afford.

8.4 Pause while you get help. If you are referred to a support agency, or you contact one yourself, we will tell you that you can ask us to pause further debt-collection steps. If you ask us to pause, we will wait at least 7 days before taking further action. If you are making reasonable efforts to work with the agency, we will wait at least a further 7 days.

8.5 If you miss a payment. We will:

• (a) send a reminder as soon as reasonably practicable after the invoice is overdue, including a statement that we have this policy and a copy or a direct link to it;
• (b) make further contact attempts if payment has not been made within 14 days of the invoice being issued; and
• (c) in contact attempts made four or more days after those further attempts start, offer to discuss a payment support plan.

8.6 We will make at least three separate contact attempts before we start a disconnection process. Those three attempts will be made after 14 days from the invoice date, and will be spread over seven or more days. Attempts we make in the first 14 days are extra and do not count toward those three.

8.7 Payment support plans. A payment support plan is an agreed plan for paying what you owe and staying on top of future charges, based on what you can afford. We will not change the plan without your agreement, except as allowed under our Standard Terms and Conditions.

8.8 If you are on a payment support plan, we will:

• (a) tell you if we see a significant, sudden increase in usage and, if appropriate, suggest a cheaper plan;
• (b) monitor repayments at a frequency that fits the plan;
• (c) contact you if you make a part-payment, to see whether the plan should be reviewed;
• (d) discuss with you at least every six months whether the plan still meets your needs;
• (e) offer to review the plan if you tell us you are still in difficulty; and
• (f) contact you within five business days if you fall behind, to talk about what you can afford, review the plan, and explain what happens next if payment is not made.

8.9 If you are on a plan and tell us you are in difficulty, or you fall behind, we will offer to refer you to a support agency (with your agreement) and apply the pause in clause 8.4 if you are working with an agency.

9. Disconnection and reconnection

9.1 Disconnection for non-payment is a last resort. We will use best endeavours to avoid it. We will not disconnect a post-pay customer for non-payment unless all of the following apply:

• (a) we have a contractual right to disconnect;
• (b) we have met our payment-difficulty obligations in section 8;
• (c) you have not agreed a payment support plan, or you are not substantially keeping to one;
• (d) we have used best endeavours to satisfy ourselves that neither you nor any residential consumer who lives at the premises (permanently or temporarily) is a medically dependent consumer;
• (e) if the unpaid invoice used an estimated reading, the extra conditions in clause 9.4 are met;
• (f) we have made at least five separate attempts to contact you, and we have met the notice rules in clauses 9.5 and 9.6; and
• (g) we have confirmed that the amount has still not been paid in full and you are not keeping to a payment support plan.

9.2 We will not disconnect:

• (a) for non-payment if we know a medically dependent consumer may live at the premises (see section 10);
• (b) for a debt that is not for electricity;
• (c) while you are genuinely progressing a dispute about the charges through our complaints process or Utilities Disputes, provided you have paid any undisputed electricity charges (we will apply payments to undisputed electricity charges first, with your agreement);
• (d) until we have met the relevant Consumer Care Obligations; or
• (e) at a time that would endanger anyone at the premises, or make it unreasonably hard to get quickly reconnected — including just before nightfall, during or just before a weekend or public holiday, during severe weather or a civil emergency, or when severe weather is forecast.

9.3 We will not disconnect solely because you have not paid a bond, if you are otherwise meeting your obligations, except as allowed under our Standard Terms and Conditions and the Code.

9.4 Estimated invoices. If we propose to disconnect for non-payment of an invoice based on an estimate, the estimate must be a reasonable estimate of actual use, and at least one of the following must apply: the meter could not be read because of interference, vandalism or a meter fault; health and safety prevented access; or you have refused or failed to allow access for at least 20 business days and we cannot accept a reading you provided for a documented reason.

9.5 Notices. We will send at least two written disconnection notices:

• (a) a first notice no earlier than 28 days after the unpaid invoice was issued; and
• (b) a final notice no earlier than 44 days after the unpaid invoice was issued.

The final notice will be given no less than 24 hours and no more than 10 days before disconnection. If we do not disconnect within that window, we will send a new final notice with the same 24-hour to 10-day window.

9.6 Notices will tell you how to contact us about repayment. At least one notice will include:

• (a) that we will still work with you to avoid disconnection if you contact us before it happens, even if you have not replied earlier;
• (b) payment options (including smoothed payments or income redirection where available);
• (c) our complaints process and Utilities Disputes;
• (d) disconnection and reconnection fees;
• (e) Work and Income contact details; and
• (f) how to register as a medically dependent consumer and the protections that apply.

9.7 Of the five contact attempts required before disconnection, up to three may be the earlier attempts described in clause 8.6. Attempts after we start the disconnection process will explain, in a way you are reasonably likely to understand, that disconnection is pending and what may happen if you do not respond, using channels reasonably likely to reach you.

9.8 Uncontracted premises. If we are responsible for an ICP at a residential premises where there is no customer contract, we will give at least 7 days’ notice to any residential consumers there before disconnecting, unless a shorter period is necessary for safety.

9.9 Reconnection. If you meet our reasonable reconnection requirements (including paying outstanding electricity amounts and any applicable reconnection fee, unless clause 9.10 applies), we will restore supply as soon as practicable. If we disconnect on site, we will leave information on how to get reconnected.

9.10 We will reconnect immediately and at no cost if the disconnection was a mistake, or if it affected a recorded medically dependent consumer or a person who has applied for that status.

9.11 Other disconnections (for example, for safety, at your request, or for tampering) are described in our Standard Terms and Conditions. This policy’s extra protections for medically dependent consumers still apply.

10. Medically dependent consumers

10.1 A medically dependent consumer is a residential consumer who depends on mains electricity for critical medical support, such that loss of electricity may result in loss of life or serious harm. This includes relying on medical or other electrical equipment to support a treatment regime.

10.2 Electricity supply can still be interrupted without warning (for example, a network fault). If you are medically dependent, you must maintain a back-up power supply or other emergency arrangement for your health and safety. We will tell you this when we record your status.

10.3 Please tell us. If you, or someone who lives with you even some of the time, may be medically dependent, contact us. We will also look out for information that suggests someone at the premises may be medically dependent.

10.4 How to apply. You can apply in any way — phone, email, in person, or on a form. We will:

• (a) record that we have received the application;
• (b) tell you that we will hold relevant information and share what is necessary with the network company and meter owner so they can take medical dependence into account (including for planned outages); and
• (c) treat the person as medically dependent at least until we decide the application.

10.5 We may ask for a confirmation of status form completed by a health practitioner with an appropriate scope of practice. We will give you the Electricity Authority’s prescribed form. The form does not require detailed medical information — it relies on the practitioner’s clinical judgement. With your authority, we may request the form directly from the practitioner.

10.6 If we ask for a form and do not receive it after at least 21 business days, we will tell you that you need to provide it within a further period of at least 10 business days (or longer if we specify), that we may decline the application if we do not receive it, and that you should contact us if you cannot meet that timeframe.

10.7 We must record medically dependent status if we receive a valid completed confirmation form. We may also record status without a form if we have enough other information.

10.8 We may decline an application only if:

• (a) we asked for a valid confirmation form and did not receive one after following clause 10.6;
• (b) we are satisfied the person does not live at a customer’s premises we supply; or
• (c) the applicant does not respond to our questions for at least 21 business days.

If we decline, we will tell you as soon as possible, how to apply again, and how to complain (including to Utilities Disputes). If you complain in good faith, we will keep treating the person as medically dependent until the dispute is resolved.

10.9 If you apply to us but we are not the retailer at that premises, we will try to find out who is, tell you, and encourage you to contact that retailer promptly.

10.10 Protections. We will not electrically disconnect a premises for non-payment if we know a medically dependent consumer may live there permanently or temporarily (including if they split their time between homes). We will not recommend a prepay product where a medically dependent consumer may live at the premises (see section 11).

10.11 Planned outages. We will give you timely notice of planned outages that we know about. We will share medically dependent status with the network company so they can also take it into account.

10.12 Alternate contact. If a medically dependent consumer has nominated an alternate contact, we may contact that person if we cannot reach the medically dependent consumer.

10.13 Reviews. We will not review status more than once in any 12 months unless new information suggests it may have changed. We will ask you to confirm the recorded information is still correct, and you may give us further information. If we ask for a new confirmation form while an earlier form is still valid (or had no expiry because the dependence is permanent), we will meet the reasonable cost of that new form. If we decide to remove the status, we will give at least two weeks’ notice.

10.14 If we become aware that a medically dependent consumer was left without electricity because of a disconnection, we will notify the Electricity Authority as required and reconnect under clause 9.10.

11. Prepay products

11.1 If you take up a prepay product, we will, before you enter the contract, confirm that you understand:

• (a) any differences in rates, fees and bonds compared with our relevant post-pay options;
• (b) that supply will be disconnected if credit runs out or an approved arrears limit is reached;
• (c) how and when we will send low-balance warnings; and
• (d) how to top up, including any emergency credit.

11.2 We will notify you immediately when your balance falls below about two days of typical use, including your current balance, a recommendation to top up, and a warning that disconnection will occur if the balance reaches zero or any approved arrears limit.

11.3 We will monitor how often and for how long prepay customers are disconnected. We will contact you if we see a significant unexplained jump in use, or frequent or long disconnections, and offer to discuss ways to avoid disconnection and, with your agreement, refer you to a support agency.

11.4 We will not recommend prepay where a medically dependent consumer may live at the premises. If you still ask for prepay, we will use best endeavours to encourage a post-pay option, encourage contact with support agencies, advise that any medically dependent consumer should talk to a health practitioner first, and clearly explain the risk of losing supply if credit runs out.

12. Privacy

12.1 We will keep your information secure and handle personal information in accordance with the Privacy Act 2020. More detail is in our Standard Terms and Conditions and our privacy statement on our website.

12.2 If you apply for medically dependent status, we will tell you that we will hold relevant information and share what is necessary with the network company and meter owner. We will not ask for more health information than we need.

12.3 You may ask for access to, and correction of, personal information we hold about you.

13. Complaints

13.1 If you are unhappy with our service or a decision under this policy, contact us first:

13.2 We will acknowledge your complaint within two business days and aim to respond within seven business days, as set out in our Standard Terms and Conditions.

13.3 We are a member of the Energy Complaints Scheme operated by Utilities Disputes Limited. If your complaint is in their jurisdiction, or it has reached deadlock, you may refer it to them at no cost:

13.4 You may also use the Disputes Tribunal or the courts.

14. Learning and improving

14.1 We will review this policy and our practices when issues arise — including complaints, near-miss disconnections, and feedback from customers and support agencies — and after each annual compliance report to the Electricity Authority.

14.2 We welcome feedback on this policy. Contact us using the details in section 13.

14.3 We will keep a record of each version of this policy that was in force, for our annual compliance report to the Authority.

15. Support agencies and other useful contacts

These organisations are independent of us. You do not have to use them, but they can help.

In a medical emergency, always call 111.

Schedule 1 — Definitions

In this policy, unless the context requires otherwise:

alternate contact person means a person you authorise us to contact if we cannot reach you or a medically dependent consumer. They must be independent of us.

best endeavours means taking all reasonable steps to achieve the objective — a higher standard than reasonable endeavours.

bond means an upfront sum we may require as security, as described in our Standard Terms and Conditions.

business day means a day that is not a Saturday, Sunday or public holiday.

Code means the Electricity Industry Participation Code 2010.

confirmation of status form means the form prescribed by the Electricity Authority, completed by a health practitioner, confirming medically dependent consumer status.

Consumer Care Obligations means the obligations in Schedule 11A.1 of the Code.

customer means a residential consumer who has a contract with us for electricity used fully or partly for residential purposes.

day means a calendar day, including weekends and public holidays.

disconnection means electrical disconnection so that electricity cannot flow through the point of connection.

health practitioner has the meaning in the Health Practitioners Competence Assurance Act 2003.

medically dependent consumer means a residential consumer who depends on mains electricity for critical medical support, such that loss of electricity may result in loss of life or serious harm, including reliance on medical or other electrical equipment to support a treatment regime.

payment support plan means a plan we agree with you if you anticipate or are having payment difficulties, covering what you owe and future charges, to help you stay connected.

post-pay means you are charged after you use electricity.

prepay means paying for electricity before it is used, with supply stopping if credit runs out.

residential consumer means a person who uses electricity at a residential premises.

residential premises means premises used or intended as a place of residence.

support agency means a government or non-government agency that helps residential consumers, including financial mentoring or energy-efficiency advice.

support person means a person you authorise to help you communicate with us. They must be independent of us.

we, us and our mean Deep Energy Limited.

you means a customer, and where the context requires, another residential consumer we deal with under this policy (including a medically dependent consumer).

Schedule 2 — How this policy maps to the Consumer Care Obligations

This schedule is for transparency. It is not a substitute for the Code.

Deep Energy Limited — Consumer Care Policy — Version 2026.1 — Effective 1 July 2026

This policy is written to meet the Consumer Care Obligations in Schedule 11A.1 of the Code (in force from 2025), which superseded the Electricity Authority’s earlier Consumer Care Guidelines.