Consumer Care Policy
1. Purpose of this Policy
Mystic Winds is committed to providing electricity services in a fair, respectful, and responsible manner as electricity is essential to the health, safety, and wellbeing of residential customers. This Consumer Care Policy explains how Mystic Winds supports residential customers, particularly those who may be vulnerable, and how we meet our obligations under the Electricity Industry Participation Code 2010. For more information please visit the Electricity Authority Consumer Care Obligations.
This policy applies to all residential electricity customers supplied by Mystic Winds.
2. Our Commitment to Customers
Mystic Winds aims 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 Mystic Winds' costs (including transmission, distribution, and metering) and how they impact pricing plans
- Support customers who may be experiencing financial or personal hardship
- Minimise the risk of disconnection, especially where health or wellbeing may be affected
3. Communication and Information
Mystic Winds 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 Mystic Winds using the contact details published on our website or on their bill
4. Helping Customers Choose the Right Plan
Mystic Winds will:
- Where multiple pricing plans are offered, Mystic Winds' will offer information to help customers select a pricing plan that best suits their usage patterns
- Respond to customer requests for plan reviews in a timely manner
5. Supporting Customers in Payment Difficulty
Mystic Winds 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
- Where appropriate and with the customer’s agreement, Mystic Winds may assist by referring customers to support agencies.
Mystic Winds will provide support, manage disconnection, and maintain staff responsibilities by:
- Providing information about independent 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.
- Treating disconnection as a last resort and follow required notice periods, contact attempts, and warning procedures before disconnection
- Monitoring prepay customers for frequent or prolonged disconnections and contact them if indicators suggest payment difficulties
- Providing staff training to recognise signs of payment difficulties and respond appropriately
- Keeping records of customer contacts, payment plans, and follow-ups in accordance with regulatory obligations
6. Identification and Support of Vulnerable Customers
Mystic Winds recognises that some customers may be vulnerable due to factors such as:
- Health conditions
- Disability
- Financial hardship
- Language barriers
- Temporary personal circumstances
- Where Mystic Winds becomes aware that a customer may be vulnerable, we will:
- Take extra care in our communications
- Offer additional support options where appropriate
- Consider vulnerability when making decisions about debt recovery or disconnection
7. Medically Dependent Customers
If someone in your household relies on electricity for medical support, you must let us know when signing up. We will provide support in accordance with our legal obligations and help ensure you end up with the right electricity supplier for you.
No matter which electricity supplier you choose, you need to ensure you have an emergency response plan including a backup power source, in case there are any problems with the continuity of your electricity supply. You can find out more about the Electricity Authority's guidance for Medically Dependent Customers here.
Mystic Winds takes special care to support medically dependent customers by:
- Maintaining a process for customers to register as medically dependent
- Clearly explaining the importance of having a backup power plan
- Taking medically dependent status into account before any disconnection decision
- Ensure medically dependent consumers are not disconnected for non-payment
- Offer to engage with an alternative contact person
8. Disconnection and Reconnection
Mystic Winds aims 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 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
Mystic Winds encourages customers to raise concerns if they are unhappy with our service. Mystic Winds will:
- Treat complaints seriously and fairly
- Aim to resolve complaints promptly
- Provide information about escalation options if a complaint is not resolved
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
Mystic Winds respects customer privacy and handles 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 Mystic Winds' Privacy Policy
11. Review and Updates
Mystic Winds will:
- Review this Consumer Care Policy at least every two years
- Update the policy when required to reflect changes to the Code or business practices
- The most current version of this policy will always be available on Mystic Winds' website
- Use feedback, complaints, and operational experience to improve our consumer care practices over time.
12. Contact Information
Customers can contact Mystic Winds for:
- Questions about this policy
- Account support
- Payment assistance
- Complaints or concerns
- E-Mail: info@mysticwinds.co.nz