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Making customer care measures mandatory is being considered by the Electricity Authority as voluntary guidelines are not being applied consistently by power retailers.
The guidelines covered consumer care, provided guidance on customer sign-up processes, what power companies should do when consumers were struggling to pay their bills, how power companies ensured medically dependant customers were protected, among other matters.
"We think this option is likely to have benefits for consumers - particularly the most vulnerable consumers," authority chief executive Sarah Gillies said.
However, she said mandatory compliance would result in costs for power companies, which could mean increased costs for consumers.
"New Zealanders rely on electricity and expect that retailers will adhere to basic levels of care," she said.
"In addition to our review, we've listened to stakeholders, including consumer advocacy groups, who've told us that these guidelines are sometimes not being followed."
There were four options under consideration, including no action or making some changes to the voluntary guidelines.
Two other options looked at making parts or all of the guidelines mandatory.
The consultation documents are available online and consultation closes on 2 October.