WHG Management Limited

Consumer Care Policy

Last updated: July 2026

WHG Management Limited ("WHG") has a consumer care policy, set out in full below, which describes how we work with customers who are having difficulty paying their electricity account, and the process we follow if an account remains unpaid.

Our commitment to you

If you are experiencing difficulty paying your electricity account, we encourage you to contact us as early as possible. If you contact us before any disconnection date, we will work with you to try to resolve the payment difficulty and avoid disconnection wherever reasonably possible.

Support available if you are having payment difficulties

Where we know, or ought to know, that a customer may be experiencing payment difficulties, we will use our best endeavours to engage with that customer and, as appropriate, will:

• explain the steps and timeframes involved in resolving an overdue account;
• discuss and, where suitable, offer a payment plan tailored to the customer's circumstances;
• provide information on energy efficiency and ways to reduce electricity use;
• review the customer's electricity usage over the past 12 months where relevant;
• consider whether a lower-cost pricing plan is available and suitable; and
• offer referral to independent budgeting and social support services (see below).

Overdue accounts and contact process

If a payment is not received by its due date, we will issue a written reminder notice. If the account remains overdue, we will make at least three attempts to contact the customer, spread over seven or more days, to discuss the account and available support options. This is separate from any further contact required before a disconnection notice is issued.

Disconnection process

Disconnection for non-payment is only ever considered as a last resort, after the steps above have been followed. Before disconnecting a property for non-payment, WHG will, in accordance with the Code:

• make at least five contact attempts in total, clearly explaining any pending disconnection and its consequences;
• issue a written initial disconnection notice no earlier than 28 days after the relevant invoice date;
• issue a written final disconnection notice, no earlier than 44 days after the invoice date and between 24 hours and 10 days before the disconnection date, which will include information on payment options, dispute resolution, disconnection and reconnection fees, and where to get further help; and
• confirm that the customer has not entered into (or is not substantially adhering to) a payment support arrangement, and that full payment has not been received.

WHG will not disconnect a property where we know, or ought to know, that a medically dependent consumer resides there, or where disconnection would endanger the wellbeing of occupants (for example, due to the time of day, weather, or an inability to reasonably reconnect supply promptly).

Medically dependent consumers

If you or someone at your property depends on electricity for medical reasons, please tell us as soon as possible so we can record this and take it into account. Information on registering as a medically dependent consumer is available from the Electricity Authority.

If you disagree with a decision we've made

If you are not satisfied with how we have handled your account, please contact us in the first instance using the details below so we can try to resolve the matter directly. If we are unable to resolve your complaint, you may refer it, free of charge, to:

Other support agencies

This policy reflects WHG's obligations under Schedule 11A.1 (consumer care obligations) of the Electricity Industry Participation Code 2010.

Contact Us

If you have a question about your account or are having difficulty paying, please get in touch:

Email: whg@oakridge.co.nz