The Electricity Authority is reviewing its guidelines for protecting vulnerable consumers. Photo: 123RF
Addressing power inequity with a one-size-fits-all set of guidelines does not work for all cases, a financial mentor says.
The Electricity Authority is currently reviewing its guidelines for protecting vulnerable consumers.
It will consult on options in September, which "may involve" making the guidelines mandatory.
Marton-based Cherie Duncan provides financial advice to people struggling with ongoing debt and being disconnected by their power companies.
She said some consumers need to be dealt with on a case-by-case basis and the current guidelines do not account for that.
"It's like a little toolbox to follow through that shows you how you may deal with someone.
"But imagine, with the clients we're seeing, they have a complex case which means they may not fit into a certain criteria or a certain box for hardship".
Duncan was also frustrated the guidelines were only voluntary.
Currently, she could not hold the company to account for not acting sooner to prevent her clients being disconnected and in debt.
"It's just a suggestion so it gives me no authority to escalate things further.
"It is at the discretion of each utilities provider wow closely the guidelines are followed".
This meant consumers often did not know their rights or what support they were entitled to, she said.
She hoped the Electricity Authority's consultation paper on the guidelines included the option of making them mandatory and that personal circumstances be considered.