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Consumer Care Policy


1. Purpose of this Policy


We are committed to providing electricity services in a fair, respectful, and responsible manner because we understand that electricity is essential to the health, safety, and wellbeing of residential customers. 


This Consumer Care Policy explains how we support our residential customers, particularly those who may be vulnerable, and how we meet our customer care obligations under the Electricity Industry Participation Code 2010 (the “Code”). For more information please visit Electricity Authority Consumer Care Obligations.


This policy applies to all residential electricity customers supplied by us.


In this policy “we”, “us”, or “our” refers to Awhitu Windfarms Limited (company number 2330459) trading as Mystic Winds. 


2. Our Commitment to Customers


We aim to:

  • Treat all customers with respect, dignity, and empathy
  • Communicate clearly, honestly, and in plain language
  • Help customers understand their electricity usage
  • Help customers understand our costs (including transmission, distribution, and metering) and how they impact our pricing plans
  • Support customers who may be experiencing financial or personal hardship
  • Minimise the risk of disconnection, especially if health or wellbeing may be affected


3. Communication and Information


We will:

  • Ask all new customers if they wish to use a support person to assist them
  • Allow customers to nominate an alternate contact person who may be contacted if the customer cannot be reached
  • Record customer instructions relating to support persons and alternate contact persons and use this information to guide communications
  • Contact an alternate contact person only in accordance with the customers' authority
  • Respect customer request to direct communications to an authorised person where agreed 
  • Provide clear information about pricing plans, charges, and key contract terms
  • Explain how bills are calculated and how customers can reduce their electricity use
  • Make it easy for customers to contact us with questions or concerns
  • Provide information in accessible formats where reasonably practicable
  • Provide clear, upfront information about any applicable fees, bonds, and conditional discounts, including the reason for them and when they may apply


Customers can contact us using the contact details published on our website or on their bill. 


4. Helping Customers Choose the Right Plan


We will:

  • If a customer is eligible for multiple pricing plans, provide information to help the customer select a pricing plan that best suits their usage patterns and circumstances
  • Respond to customer requests for plan reviews in a timely manner



5. Supporting Customers in Payment Difficulty


We will help customers manage payments by:

  • Monitoring accounts for signs of payment difficulties, including overdue invoices, missed or partial payments, or other indicators
  • Contacting customers when payment difficulties are identified or disclosed, in line with regulatory requirements
  • Discussing payment support plans with customers as appropriate to their circumstances (options may vary and can include adjustments to payment timing or plan structure)
  • Reviewing payment plans periodically or when circumstances change to ensure they remain suitable
  • If appropriate, and with the customer’s agreement, referring customers to support agencies that offer financial mentoring, financial assistance, or energy efficiency advice, such as.
    • MoneyTalks (0800 345 123) - a free and confidential service providing financial mentoring, budgeting advice, and support to help manage debt. 
    • Energy Efficiency and Conservation Authority - a government-based serviced offering practical guidance guidance on reducing energy use, improving energy efficiency, and managing household energy costs. 

We will: 

  • Treat disconnection as a last resort and follow required notice periods, contact attempts, and warning procedures before disconnection
  • Monitor prepay customers for frequent or prolonged disconnections and contact them if indicators suggest payment difficulties
  • Provide staff training to help recognise signs of payment difficulties and respond appropriately
  • Keep records of customer contacts, payment plans, and follow-ups in accordance with regulatory obligations


6. Identification and Support of Vulnerable Customers


We recognise that some customers may be vulnerable due to factors such as:

  • Health conditions
  • Disability
  • Financial hardship
  • Language barriers
  • Temporary personal circumstances


If we become aware that a customer may be vulnerable, we will:

  • Take extra care in our communications
  • Offer additional support options if appropriate
  • Consider vulnerability when making decisions about debt recovery or disconnection


7. Medically Dependent Customers


It is important that customers inform us if someone in their household relies on electricity for medical support. We will provide support in accordance with our legal obligations and help ensure the customer ends up with the right electricity supplier for them.


Households with medically dependent persons must have an emergency response plan, including a backup power source, in case there are any problems with the continuity of their electricity supply. The Electricity Authority's guidance for Medically Dependent Customers is here.


We take special care to support medically dependent customers by:

  • Maintaining a process for customers to register as medically dependent
  • Taking medically dependent status into account before any disconnection decision
  • Ensuring medically dependent consumers are not disconnected for non-payment
  • Offering to engage with an alternative contact person


8. Disconnection and Reconnection


We aim to avoid disconnection wherever possible, and will manage disconnections and reconnections by:

  • Making reasonable efforts to contact the customer before considering disconnection
  • Providing clear notice of the risk of disconnection
  • Offering opportunities to discuss payment arrangements or support plans
  • Considering whether the customer or any resident may be medically dependent before disconnection
  • Ensuring disconnections are used only as a last resort and timed to avoid risk to customer wellbeing
  • Reconnecting supply as soon as reasonably practicable once payment or other applicable requirements are met
  • Explaining the steps required for reconnection to the customer
  • Applying the same care to prepay customers, ensuring disconnection only occurs in safe circumstances and reconnection occurs promptly


9. Complaints and Dispute Resolution


We encourage customers to raise concerns if they are unhappy with our service. We will:

  • Treat complaints seriously and fairly
  • Aim to resolve complaints promptly


If a complaint cannot be resolved directly, customers may contact the Utilities Disputes (a free and independent dispute resolution service): 


10. Privacy and Use of Customer Information


We respect customer privacy and handle personal information in accordance with applicable privacy laws.


Customer information is used only for purposes such as:

  • Providing electricity services
  • Managing accounts and billing
  • Meeting legal and regulatory obligations


Further details are available in our Privacy Policy.


11. Review and Updates


We will:

  • Review this policy at least every two years
  • Update the policy when required to reflect changes to the Code or business practices
  • Make available the most current version of this policy on Mystic Winds' website
  • Use feedback, complaints, and operational experience to improve our consumer care practices over time


12. Contact Information


Customers can contact us at info@mysticwinds.co.nz for:

  • Questions about this policy
  • Account support
  • Payment assistance
  • Complaints or concerns