Frequently Asked Questions and Tips

At Powerco, it’s our job to keeping the power on and the gas flowing for our customers. We understand that being without energy can be stressful. Particularly during current times when people are at home and many are working remotely. Also, as we look ahead to the change in weather, it’s even more important than usual to be prepared during these unprecedented times.

Here are some tips to help you and your whānau to plan ahead for outages and questions - with answers -  about Powerco's operations during Covid-19.

Be prepared: Tips on how to plan ahead for outages

Frequently Asked Questions during COVID-19

Why is Powerco continuing with planned outages?

We understand this is a stressful time for our customers and their families who are now at home, including those working remotely. That’s why we are doing our utmost to minimise the disruption caused by outages where we can.

As an essential service provider (as per the Government’s classification), we are required to operate during New Zealand’s Alert Level 3 status, and therefore we are continuing to support our customers and communities. 

We are continually reviewing and prioritising our planned works programme to ensure we progress work that is necessary for the safety and reliability of our network, now and into the future. Where possible, we are identifying work that can be delivered at a later date, however, we will only postpone work that does not affect the safety and reliability of our network.

We apologise for the inconvenience this may cause, particularly during these difficult times. We assure you that our staff and crews are doing their best for our customers and we thank you in advance for your understanding and patience as we work through this. Click here for guidance on how to prepare for outages.

How is Powerco ensuring the safety of its staff and service providers?

As a business that is part of your community, we take our responsibility to prevent the spread of COVID-19 and keep our people safe and well, extremely seriously.

Most of our staff are working from home, except for those in business-critical roles, such as the team required to keep our network operations centre running smoothly.

For our crews who are working hard to keep the power on and gas flowing for our customers, we have added precautionary measures that are aligned with the Government’s social distancing requirements.

We ask for the support of our customers in adhering to the two-metre distancing rule and to show kindness and patience while our crews carry out their work. If crew members need to come onto your property to get access to our assets, please stay inside so they can carry out work safely.

I’m concerned I may have COVID-19 and I need to speak to a crew member, what should I do?

If you are in isolation due to a positive COVID-19 result, or likely exposure to the virus, please advise us on 0800 769 372 prior to us attending an outage in your area. Having this information in advance enables us to take additional safety measures to keep our crew safe.

I have people who are medically dependent on power at home, what should I do?

Notify your retailer (the company your bill comes from) immediately if you or someone in your household is medically dependent on a supply of power.

How does Powerco work to ensure the continuity of its services?

As a provider of essential infrastructure and a member of the Civil Defence Management Agency Lifeline Utilities group, Powerco is focused on ensuring both its electricity and gas networks are always kept safe and operational as part of the response to COVID-19.

Our COVID-19 Business Continuity team has put measures in place to effectively manage the impact on our business and ensure we continue to operate effectively. Planning for different scenarios helps keep our teams safe and the network secure.

To ensure the ongoing safety, reliability and resilience of our networks, the delivery of our planned works programme is fundamental. We take this responsibility extremely seriously and are continually reviewing and prioritising the work that is necessary to achieve this. Any work that we postpone and complete at a later date will only be done so on the basis that it does not affect the safety and reliability of our networks.

How can I prepare for an outage when I’m in in lockdown?

We understand that being without energy can be stressful, particularly during current times when people are at home with their families, and in many cases working remotely. Being prepared is key to helping you and your whānau in an outage. We have pulled together some tips to help you plan ahead here.

I don’t have any power - how can I report this?

If your power supply is cut, you must report this to your retailer (the company your bill comes from).

You can also report it directly to Powerco by logging a fault on our website here or contact a member of our team on 0800 769 372. If our lines are busy, please be patient as our staff are trying to get to everyone as quickly as possible.

If you feel the situation is dangerous, or you see lines that have fallen and are down, call Powerco’s emergency number immediately on 0800 27 27 27 and stay well at least four metres away.

I’ve been notified about a planned outage, but I can’t see this on the list available on Powerco’s website. How do I check it’s going ahead?

Your retailer (the company your bill comes from) should notify you in advance about planned outages on our network.

You can search for your address to find potential planned power cuts over the next 30 days that may affect you on our website here. If you have been notified about a planned outage but cannot find this on website, please email us at customerexperience@powerco.co.nz

 

Last Updated: 14 May 2020 - 10:49:33