Power Retail

Power Outages Medically Dependent Consumers Pricing and Payment Terms & Conditions Complaints

Medically Dependent Consumer

Are you or a member of your household Medically Dependent on mains electricity?

If you or anyone in your household is medically dependent on electricity please contact us. A medically dependent consumer is someone who is dependent on mains electricity for critical medical support, where loss of electricity might result in serious harm to them.

Critical medical equipment includes, but is not limited to, renal dialysis machines, ventilators and oxygen concentrators and can also include non-medical equipment needed to support medical treatment (i.e. a microwave to heat fluids for renal dialysis).

The medical dependency will be recorded against your account so that you stay connected (unless it is a situation outside of our control, for which you will need a back-up plan).

To register Medical Dependency

If you or a member of your household is medically dependent (such as you – the person that pays the electricity bill – a child or any other person that normally lives at the property), please let us know as soon as possible by following these steps:

  1. Call us on 0800 PLATPOWER so that we can update our records.
  2. Arrange for a Notice of Potential MDC Status form (“MDC Form”) to be completed by your healthcare provider to confirm that you or a member of your household is medically dependent. Your healthcare provider will need to complete a Notice of Potential Medical Dependency Status Form. This form can be downloaded here.
  3. Once completed, scan and email a copy to us at info@platinumpower.co.nz, or post a copy of the MDC form to us.

Email: info@platinumpower.co.nz

Vulnerable Consumer

A vulnerable consumer is someone who, for reasons of age, health or disability, the disconnection of electricity presents a clear threat to that person, or a member of their household’s health or wellbeing and/or it is genuinely difficult for the customer to pay his or her electricity bills because of severe financial insecurity whether temporary or permanent.
If you consider you or a member of your household is a vulnerable consumer please call us on 0800 PLATPOWER to discuss payment or supply options.

Essential Backup Plan and Safety

Your electricity supply cannot be guaranteed 100% of the time. Bad weather, unplanned power outages or a fault could mean you lose power, so it is important that you have a backup plan in place. If you rely on electricity for medical equipment, we also suggest you contact your local hospital, GP or the supplier of any essential equipment to discuss backup options.

If for any reason you are without supply, please do not attempt to reconnect this yourself.

Please note that in an emergency the operation of any naked flame indoors is not recommended. 

Alternative Contact

It is advisable to supply us with the details of an alternative contact. This might be someone like a family member, a friend or a social agency who has agreed to assist you to communicate with us or manage your payments. They will not be held financially responsible for your account. You can have more than one contact, but you must have their agreement that they are willing to talk to us and make decisions on your behalf.

Budgeting Advice and Social Agencies

You can always call us to discuss payment options on 0800 752 876 937. For further financial advice there are free budgeting services in almost every community in New Zealand. www.familybudgeting.org.nz. You may also want to contact Work and Income, their contact numbers are listed on their website www.workandincome.govt.nz to find out if you are entitled to financial assistance.

Platinum’s payment options

We offer a range of ways to pay your account including smooth Pay, direct debit or credit card on the due date. We also offer internet banking, telephone banking, automatic payment and cheque payment options. Click here to find out more.