Frequently Asked Questions

Do you or anyone at your address depend on electricity for critical medical support?

Please let us know immediately if you or someone in your house depends on mains electricity for critical medical support - where no electricity could result in loss of life or serious harm. This applies to both medical and other equipment needed to support treatment.

Here's what you need to do:

  • Click here to download the medical dependency form. 
  • On the form, please ensure you have either authorised that we can confirm medical dependency with a health provider (e.g. your GP) for the medically dependent person, or completed the entire form, including the section that needs to be filled in by a health provider
  • Once you have done either of these, please send, post or scan the form back to us. Details are below.

Once all this has been taken care of and we have all the information we need, we will then advise whether you have met the criteria to be placed on Contact Energy's Medical Dependency Register. If you do, you will be registered as a medically dependent customer.

For any questions, please call us on 0800 80 9000.

Contact details:



How can a medically dependant customer prepare for an electricity outage?

Your safety is the most important thing, so it’s vital for those who are medically dependent to have an emergency response plan in place in case there's a power outage. Power outages can happen suddenly during bad weather, if emergency repair work to your power lines takes place, or if other unexpected circumstances occur.

 What to do:

  • Ensure you always have a standby battery fully charged.
  • Go to a friend's or family member’s house where they still have electricity.
  • In serious circumstances, call an ambulance to be taken to hospital.

Am I a vulnerable customer?

A customer is vulnerable if, for reasons of age, health or disability, the disconnection of electricity to that domestic consumer presents a clear threat to the health or wellbeing and/or it is genuinely difficult for them to pay their electricity bills because of severe financial insecurity, whether temporary or permanent.

How does Contact assist vulnerable customers?

Contact takes its obligation to assist customers in vulnerable circumstances seriously.

If you think you or your family fits this description or you are finding it difficult to pay your energy bills, please contact us immediately on 0800 80 9000. We’ll discuss options such as setting up a payment arrangement, applying to Work and Income or another social agency for budgeting or other advice or assistance.

Also, if you believe that at some time in the future you may have difficulties with your payments or with communicating with us, you can appoint one or more alternate contacts who agree to assist if a disconnection or payment issue is pending. An alternate contact could be a family member or friend, or a social agency support person.