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.
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 also include the use of electrical equipment in order to continue a medical treatment regime). If this is you, your doctor or specialist will give you a notice which states your dependency on electricity, and you’ll need to pass this on to us.
Check out our Customer Care Policy for more info on what ‘medically dependent’ means.
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. Our awesome Customer Team will take you through the process, and they’ll also ask you to send your documentation in to us (if you haven’t already). That way, we can make sure we’ve got you listed as such in our system, and means we can advise you of any planned outages within your network so you’re well prepared.
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?
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 firstname.lastname@example.org.
Will I be OK during a power outage?
It’s important for all of us to be prepared for a power cut, but if you’re medically dependent it’s especially so. You’ll need to have a plan in place that will give you access to some form of backup electricity to ensure that any power cuts won’t be a risk to your health.
Chat about this with your doctor, as they (and probably your local District Health Board) will help you work out a plan should a power cut occur, which might include going to a family member’s house or using a generator. 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.
What about vulnerable customers?
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 or flick us an email. You can also drop us a message through our Facebook page too!