Consumer Care Policy

1. Purpose

This Customer Care Policy outlines our commitment to supporting customers across electricity and telecommunications services. It reflects our obligations under the Electricity Authority Consumer Care Guidelines and the Telecommunications Carriers Forum (TCF) Customer Care Code. Our goal is to ensure every customer receives fair, respectful, and proactive support.

2. Our Commitment to You

• Treat you with respect, fairness, and care in all interactions
• Communicate clearly, accessibly, and in a timely manner
• Provide accurate, up-to-date information about your services, pricing, and any limitations
• Offer services that meet advertised standards and contractual obligations
• Support customers through financial hardship with flexible payment options and referrals to community support services

3. Service Information and Changes

• We will notify customers of any changes to terms, pricing, or service specifications via appropriate channels
• If changes may disadvantage customers, we will provide at least 10 working days' notice, and wherever possible, 30 days
• In cases beyond our control, we will communicate changes as soon as possible and act in good faith

4. Billing and Payments

• Invoices will be accurate and timely
• Customers may dispute a bill, and we will not pursue payment of the disputed amount during investigation
• Flexible billing periods and custom repayment plans are available
• We will not change a payment plan without prior notice
• Services will not be disconnected if customers are on a payment plan and making agreed payments

5. Faults and Repairs

• We will repair faults in our network at no charge unless caused by customer actions
• For electricity and gas, we will help identify the source of outages and coordinate with relevant providers

6. Disconnection and Reconnection

• Disconnection is a last resort. Before disconnection, we will send an invoice, issue reminders, and make multiple follow-up attempts
• We will not disconnect medically dependent consumers
• Disconnections will not occur at night, during weekends, public holidays, severe weather, or civil emergencies
• Reconnection fees may apply unless disconnection was in error

7. Force Majeure

We are not liable for service disruptions due to events beyond our control (e.g., natural disasters). Restoration will be prioritized based on safety and guidance from relevant agencies.

8. Privacy and Information Disclosure

We collect and use personal information in accordance with the Privacy Act 2020 and the Telecommunications Information Privacy Code 2020. Complaint-related information is confidential and used solely for resolution purposes.

9. Credit Management and Financial Support

• Flexible payment plans tailored to your budget
• Monitoring of repayment plans to ensure they remain suitable
• No disconnection if you are on a payment plan and making agreed payments
• Referrals to trusted financial support services

10. Support Services and Financial Assistance

We can refer you to the following support services:

• Work and Income New Zealand (WINZ): 0800 559 009 | https://www.workandincome.govt.nz
• MoneyTalks: 0800 345 123 | SMS 4029 | https://www.moneytalks.co.nz
• Citizens Advice Bureau (CAB): 0800 367 222 | https://www.cab.org.nz
• EnergyMate: https://www.energymate.nz
• EECA – Warmer Kiwi Homes: https://www.eeca.govt.nz
• Community Renewable Energy Fund (CREF): https://www.eeca.govt.nz
• Support for Energy Education in Communities (SEEC): https://www.eeca.govt.nz
• JMS Community Trust: https://jmscommunity.org.nz/financial-empowerment/
• Compassion Trust: https://compassiontrust.org.nz
• National Building Financial Capability Charitable Trust: https://budgeting.co.nz

11. Medically Dependent Consumers

Customers whose health depends on electricity should notify us immediately. We will not disconnect electricity supply for non-payment in these cases. Customers should maintain an emergency response plan in case of outages.

12. Complaints Handling

• Recognizing and protecting the right to complain
• Providing a fair, accessible, and timely complaints process
• Acknowledging complaints within 3 working days
• Resolving complaints within 20 working days (or 30 if third-party involvement is required)
• Informing customers of independent dispute resolution services

13. Dispute Resolution Services

Utilities Disputes Ltd (UDL): 0800 22 33 40 | [email protected] | https://www.udl.co.nz

14. Monitoring and Continuous Improvement

• We maintain records of complaints and analyze trends to improve service
• No charges will be imposed for complaint handling unless significant costs are incurred in retrieving archived information
• If a complaint is upheld, any fees paid will be refunded within 10 working days

15. Contact Us

• Website: www.spoton.co.nz
• Email: [email protected]