0508 832 867
Any network in the world - regardless of its location - can be affected by unplanned outages.
Outages are often caused by extreme weather, vegetation touching the lines, car accidents involving power poles, and lines and pipes being accidentally damaged by excavation or other construction work. Technical problems or equipment failure can also cause outages.
The greatest risk to our network is a storm, which can cause widespread outages. We've provided information in our FAQs above about our restoration priorities during major events, damage to privately owned lines and our service standards.
What are the restoration priorities during storms and major outages?
In a major outage, the main priority is to restore supply to as many customers as quickly as possible while maintaining the safety of repair crews and the public. This can generally be done by restoring in the following order:
Crews are trained to work on our networks in all weather conditions and at any hour. However, safety comes first, and there may be times when it is unsafe to proceed. We will not allow work to go ahead if it cannot be done safely.
Delays may occur if crews are unable to get to the source of the outage, either because of the terrain or because the affected line/pipe is on locked or secured private property.
No hot water? – our hot water pilot lines
The hot water pilot lines on our northern network (North Shore, Waitakere and Rodney), can be affected by the same conditions that affect our electricity lines. During a major outage, priority will be given to restoring power before hot water.
It can take up to 6 hours for a hot water cylinder to reheat once power has been restored after an outage. If you have no hot water:
Damaged lines/pipes and privately owned networks
We can repair damage to lines, pipes and equipment on our network.
We are not responsible for repairing damage to the national electricity grid, the gas transmission system, or to privately-owned networks or customer service lines.
What should people using medical equipment do?
We do not guarantee an uninterrupted supply of power. It is vital that if you use medical equipment that relies on electricity you inform your retailer and are prepared for power disruptions and have a backup plan. If there is an immediate health threat, contact your health provider or call 111.
What about your service standards?
We have set service standards which apply in normal weather conditions on our electricity network. In extreme weather conditions or major adverse events outside our control, the usual service standards do not apply, although every effort is made to restore supply as quickly as possible.
What methods are used to communicate outage information?
We use an outage app that sends push notification, our website, text messages and , for planned outages only, we also use letters.
Who do I advise if I think the outage information is incorrect?
If you notice any errors with our information please send them through to email@example.com or call us on 0508 VECTOR (832 867).
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