Need power for medical reasons?

If you are dependent on power for medical reason or are a vulnerable customer please fill out one of the forms below.

If it's vital your power stays on, it's vital you let us know

If you or someone you’re living with is dependent on mains electricity for critical medical support (for example, for the use of medical equipment); and the loss of electricity could result in loss of life or serious harm it’s important that you let us know.

If you think you are medically dependent you can complete the online form here or phone 0800 10 18 10

Name of account holder:

Account number:

Daytime phone number:

Email:

Are you a vulnerable customer?

If you or someone you're living with needs power because of age, health or disability and the loss of electricity is a threat to health or wellbeing; and/or it is genuinely difficult to pay electricity bills because of severe financial insecurity then you should get in touch.

Name of account holder:

Account number:

Daytime phone number:

Email:

Payment options

Pay your bill in stages// we may be able to help you by letting you pay your bill in instalments. If we agree, the amount owed can be repaid over a set period of time. Any new charges must be paid when they are due.

Your income goes directly to help pay your bill// depending on your circumstances, we may be able to use some of your wages, salary or benefit to directly pay your bill (this is called Income Redirection). This may make things easier for you, as it may be possible to pay a regular set amount.

Smooth your payments and keep things the same each month// we may, depending on your circumstances, be able to take the highs and lows out of your yearly electricity costs so that you pay the same amount for your power each month. We can also add on to this any debt you owe. We’ll keep an eye on what you’re actually using and re-adjust your monthly payment if required, so you’ll never be paying more than you need to.

Pay-as-you-go// you can choose a pay-as-you-go electricity product such as GLOBUG. This may make it easier for you to manage your electricity spend and keep on top of payments. Pay-as-you-go electricity is not suitable for customers reliant on power for medical reasons or those whose wellbeing would be threatened by loss of electricity. Please contact us for more options if this applies to you.

To find out more, please call our Customer Payment Solutions Team on 0800 10 18 60.

Get Bill and Budget help

The following agencies may be able to help you with bill payments, or speaking to us on your behalf:

// Citizens Advice Bureau: 0800 FOR CAB (0800 367 222)

// New Zealand Federation of Family Budgeting Services: 04 471 1420

// Salvation Army: Find a centre near you

// Work and Income New Zealand: 0800 559 009

Need someone to speak for you?

If you think you could have difficulties paying your bills or may have trouble communicating with us for any reason, you can provide us with one or more preferred contacts who could speak to us on your behalf. This could be a family member, a friend, or a social agency.

They don’t have to pay your bill, but can help you sort out any payment problems. To help you, the preferred contact will need to be able to access your account details. To do this we will need your permission, you can add preferred contacts in My Account.

Mercury Website

Utility links