Help

Do you need power for medical reasons?

Are you a vulnerable customer?

If it’s vital your power stays on, it’s vital you let us know.

Are you a medically dependent consumer?

A medically dependent consumer is:

Someone who relies on mains electricity for critical medical support and the loss of electricity could result in loss of life or serious harm. If you use medical or other electrical equipment needed to support a treatment regime (e.g. a machine for renal dialysis or ventilator) you could be considered medically dependent.

Medically dependent customers should not use GLOBUG, however if you or any member of your household is (or becomes) a medically dependent consumer, we will still be able to provide your power through our sister company Mercury. It is important that you contact us immediately by calling 0800 PREPAY (0800 773 729) and we will help you with this.

Next steps

Once you tell us, we will automatically consider you one of our medically dependent consumers and will put you on our Medical Dependency Register.

To stay on the Medical Dependency Register you will need to give us proof of your medical condition or disability within 30 days of being registered, including information about why you need the power to stay connected. Please call us on 0800 PREPAY (0800 773 729) for a Medical Dependency Form for your doctor to complete, sign and date.

Are you a vulnerable customer?

If you, or anyone living with you needs power because of their age, health or disability and the loss of electricity is a threat to health or well-being, please contact us to discuss whether you are a vulnerable customer.

If it is genuinely difficult for you to pay because of severe financial hardship you should also contact us to discuss payment options.

You can call us on 0800 PREPAY (0800 773 729) to see how we can help.

Please also advise us when there is no longer a medically dependent consumer living at the property.

Temporary electricity outages

Temporary electricity outages do occur from time to time; GLOBUG cannot guarantee the supply of electricity at all times.

Topping up your GLOBUG Account

To keep your GLOBUG account green, you’ll need to keep it topped up. You can log in to the free GLOBUG App and/or GLOBUG Website to top up, view your current balances, find your nearest top-up locations and even reconnect your home. Visit www.globug.co.nz for more information.

If there's anything you're not happy about in your relationship with GLOBUG, please let us know. We'll do our best to fix any problems as soon as possible.

1. Let us know

Phone our Customer Service Team on 0800 773 729. You'll find most problems can be resolved.

If for any reason you are still unhappy with our resolution or feel your problem has not been resolved adequately, there are other steps you can take.

You may make a formal complaint. For your convenience, you can use the online Formal Complaint Form at http://www.globug.co.nz/formal-feedback/

Within 2 working days of receiving your complaint, we'll write to you acknowledging receipt of your complaint and let you know the name of the person responsible for investigating your complaint. That way you'll generally only have to deal with one person who will be solely responsible for understanding and resolving your particular issue.

This person will make sure you know what's going on with the resolution process at all stages.

As soon as possible, but at most within 7 working days of getting your complaint, we will update you on the outcome of your complaint by either phone or written explanation.

GLOBUG may notify you, in writing, of a good reason for an extension to take up to 40 working days to resolve your complaint, where we believe such a reason exists.

2. What if we can't sort it out between us?

If you are dissatisfied with our decision on your complaint, or if we have taken longer than 20 working days to provide you with a decision on your complaint, without having notified you of an extension of that time, you have the right to take your complaint to Utilities Disputes Ltd.

Utilities Disputes Ltd is a free and independent disputes service and can be contacted at:

Phone: 0800 22 33 40
Website: www.udl.co.nz
Post:
Utilities Disputes Ltd
Freepost 192 682
PO Box 5875
Lambton Quay
Wellington 6145

3. Your other options

In addition, you can at any time contact:
Citizens Advice Bureau
Community Law Centre
Ministry of Consumer Affairs
Your Lawyer
Disputes Tribunal Court

Important Note: Nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court or disputes tribunal, or your right to refer your complaint to Utilities Disputes Ltd at any time.

*Utilities Disputes Ltd can only investigate complaints about things that happened after 1 October 2001, subject to the following value limits:

For events after 1 October 2012 up to $50,000 (or up to $100,000 with our consent).
For events between 18 April 2005 and 30 September 2012, claims up to $20,000 (or up to $50,000 with our consent).
For events between 1 October 2001 and 17 April 2005, claims up to $10,000 (or up to $25,000 with our consent).

Please click here to browse the frequently asked questions and if you are still are having trouble call 0800 773 729.