Are you medically dependent on electricity?

Here at Flick, we take our responsibility as an electricity retailer extremely seriously.

While we can’t guarantee that our customers will always have power (unfortunately power cuts just sometimes happen), it’s our priority to help keep our medically dependent and vulnerable customers safe.

That means ensuring we know who those customers are so that we also know we’re doing our best to help and support them.

Check out our Customer Care Policy for more info on how Flick can support you or the medically dependent individuals in your home.

How do I know if I’m medically dependent?

The Electricity Authority (EA) defines a medically dependent customer as someone who relies on mains electricity for critical medical support, and for whom the loss of electricity may cause death or serious injury. This can include the use of medical electrical equipment, such as a ventilator or renal haemodialysis machine, and non-medical electrical equipment needed to support treatment, such as a microwave to heat fluids for renal dialysis. If this is you, your doctor or specialist will give you a note which states your dependency on electricity, and you’ll need to pass this on to us.

I’m medically dependent - what should I do?

First up, it’s absolutely vital that you give us a call on 0800 435 425 and let us know if you and/or someone in your home, either staying with you temporarily or permanently, is medically dependent.

Our awesome Customer Team will take you through the process, the information we require, and provide you with a Medical Dependency Form to complete. You can also download the form here.
Please ensure that the entire form is completed, including the section that needs to be filled in and signed by the medically dependent individual’s health practitioner (usually a doctor). Please return the completed form to us by email at hello@flickelectric.co.nz.

When we receive your completed Medical Dependency form with all of the required information, we’ll store it in our system to ensure that we don’t disconnect your power. We may also notify you in advance of any planned outages that may affect your power supply, as well as notify you as soon as possible in the event of an unplanned outage. We may also share any information with the relevant distributor and metering equipment provider or other third parties as necessary to ensure they are aware of your medically dependent status. For more information on how we store and use this information please refer to our Privacy Policy.

Have an emergency response plan prepared

We can’t always guarantee the supply of electricity for our medically dependent individuals.

It’s important for all of us to be prepared for a power cut, but those who are medically dependent, it’s especially so.

To prepare for a power cut, you’ll need to have an emergency response plan to ensure any power cuts won’t create a health risk. This can include having some form of backup electricity, such as a generator, or going to a family member or friend’s house that still has electricity. And, of course, don’t hesitate to contact your healthcare provider or call 1-1-1 if you’re concerned about the health of yourself or someone in your household during a power cut.

You can also have a chat with your health care provider (usually your doctor), as they can help you work out an appropriate emergency response plan. For resources to help you develop an individual emergency response plan, check out the Electricity Authority’s website.

How can I check that Flick knows I’m a medically dependent customer?

If you or someone in your household is listed with Flick as medically dependent, it will show on the Account tab of your Flick app and dashboard. If your household is NOT listed as medically dependent, it will also state this too, like so:

This gives Flicksters a way of verifying that their paperwork or information has been received by us, and that we’ve got you correctly identified. It means we can be sure we’re doing right by our customers at all times.

I can’t find my medically dependent status on my app or dashboard. Why not?

It’s really important for us to be able to communicate important information to your or the medically dependent individual in your home, especially when it comes to planned or unplanned power outages.

To help facilitate communications, all our medically dependent individuals have the right to appoint an alternate contact person or support person. An alternate contact person or support person can be useful if we can’t reach you to let you know about anything important, especially in relation to a planned or unplanned power outage. They can ensure that you or the medically dependent individual at your home still receive the important information.

If you’re the medically dependent individual, you can appoint an alternate contact person or support person for yourself, if you haven’t already done so. If someone in your household is the medically dependent individual, you can appoint an alternate contact person or support person on their behalf.

To learn more about these roles, check out our Customer Care page. You can appoint an alternate contact person or support person for yourself, or for the medically dependent individual in your home, by contacting us with their name and contact details. Before you do this, please make sure you have their permission to nominate them and share their information with. If you’re unsure about whether you need to appoint someone and you want to chat this through with us, give us a call on 0800 435 425.

I can’t find my medically dependent status on my app or dashboard. Why not?

If your medically dependent status isn’t showing, or the status we’ve got is incorrect, get in touch as soon as possible at 0800 435 425 or hello@flickelectric.co.nz.

What about vulnerable customers?

Here at Flick, we broadly define vulnerable customers as those encountering financial, health and functional vulnerability – vulnerability is complex and can affect us all in many ways throughout the course of our lives.

If you’re encountering any sort of vulnerability, make sure you let us know – that way we can help! You can read more on this in our Customer Care Policy.

Can we chat?

Of course! It’s super important that if you have any questions or concerns about your power supply as a medically dependent or vulnerable customer, that you let us know. We’re here to help. Just call us on 0800 435 425 or flick us an email. You can also drop us a message through our Facebook page too!