Who manages power outages?

Power outages are fixed by your local lines company (also called a network distributor). They own and maintain the poles, wires, and infrastructure that deliver electricity to your property.

Supa is your electricity retailer: we buy and bill your power, but we don't control the network. Who you report a fault to depends on where you live. In most areas you contact your lines company directly. In some areas faults are reported through your retailer, so you call Supa and we log the fault with the lines company for you. The list below shows which applies to you.

How to check for outages or report a fault

Every lines company has a live outage map or status page. Check it first: you can see whether there's a known outage in your area and the estimated restoration time.

If your outage isn't showing, report it using the number listed for your area below. Not sure which area you're in? Your lines company is named on your Supa bill.

Lines company contact details

Find your area, check the outage map, then call the number shown.

North Island

Call your lines company

• Far North, Top Energy: 0800 867 363, outages.topenergy.co.nz

• Northland, Northpower: 0800 104 040, outages.northpower.nz

• Auckland, Vector: 0508 832 867, help.vector.co.nz/address

• Counties, Counties Energy: 0800 100 202, app.countiesenergy.co.nz/outages

• Hamilton and Waikato, WEL Networks: 0800 800 935, outages.wel.co.nz

• Te Awamutu and Cambridge, Waipa Networks: 0800 800 769, outages.waipanetworks.co.nz

• King Country and National Park, The Lines Company: 0800 367 328, outages.thelinescompany.co.nz/outages

• Rotorua and Taupō, Unison: 0800 286 476, unison.co.nz/outages

• Gisborne and East Coast, Unison: 0800 286 476, unison.co.nz/outages

• Central Hawke's Bay, Centralines: 0800 667 693, centralines.co.nz/outages

• Dannevirke, Scanpower: 0800 808 039, scanpower.co.nz/outages

• Kāpiti and Horowhenua, Electra: 0800 567 876, electra.co.nz/outages

Call Supa on 0800 777 769

• Thames Valley and Tauranga, Powerco: outages.powerco.co.nz

• Taranaki, Manawatū, Rangitīkei, Wairarapa and Whanganui, Powerco: outages.powerco.co.nz

• Eastern Bay of Plenty and Whakatāne, Horizon Networks: outages.horizonnetworks.nz/outages

• Wellington, Wellington Electricity: welectricity.co.nz/outages

South Island

Call your lines company

• Marlborough, Marlborough Lines: 03 577 7007, marlboroughlines.co.nz/network-status

• Nelson and Tasman, Network Tasman: 0800 508 100, networktasman.co.nz/no-power

• North Canterbury and Kaiapoi, MainPower: 0800 309 080, outages.mainpower.co.nz

• South Canterbury and Timaru, Alpine Energy: 0800 66 11 77, outages.alpineenergy.co.nz

• North Otago and Oamaru, Network Waitaki: 0800 440 220, networkwaitaki.co.nz/customers/power-outages

• Central Otago and Dunedin, Aurora Energy: 0800 22 00 05, auroraenergy.co.nz/power-outages

• Southland, Invercargill and Clutha, PowerNet: 0800 808 587, powernet.co.nz/outages

Call Supa on 0800 777 769

• West Coast, Westpower: outages.westpower.co.nz

• Buller, Buller Electricity: bullerelectricity.co.nz/outages-overview

• Christchurch and Central Canterbury, Orion: oriongroup.co.nz/outages-and-support/outages

• Mid-Canterbury and Ashburton, EA Networks: eanetworks.co.nz/power/outages

Not sure which lines company covers your address? Check your latest Supa bill, where your network distributor is listed. You can also contact us and we'll point you in the right direction.

Planned outages

From time to time, your lines company will need to switch off power in your area to carry out maintenance or upgrade work on the network. These are called planned outages.

Your lines company is required to give you at least four business days' notice before a planned outage. This notice is typically sent by letter or posted on their website. If you haven't received notice of a planned outage that affects you, use the contact listed for your area above.

Unplanned outages

Unplanned outages happen when something unexpected damages or disrupts the power network. Common causes include storms, vehicle accidents, equipment failure, and vegetation coming into contact with power lines. These outages are not scheduled and cannot be predicted.

If your power goes out without warning, check your lines company's outage map first. If the outage hasn't been reported yet, call the number listed for your area above to report it.

What to do during an outage

• Switch off appliances at the wall, especially heaters, ovens, and heat pumps. This protects them from a power surge when electricity is restored and helps the network recover more smoothly.

• Leave one light switched on so you know when power returns.

• Keep fridge and freezer doors closed to maintain temperature. A full freezer can stay cold for around 24 hours if left unopened.

• If you use a generator, never run it indoors. Generators produce carbon monoxide, which can be fatal in enclosed spaces.

• Stay well away from fallen power lines or damaged electrical equipment. Always assume they are live. Call 111 if you see them.

• Check on neighbours, especially elderly or vulnerable people nearby.

Before contacting us

If your neighbours still have power, the issue may be at your property rather than on the network. Before calling your lines company or Supa, check the following:

• Circuit breakers and RCDs: Check whether any circuit breakers or residual current devices (RCDs) have tripped in your switchboard. If they have, try resetting them. If they trip again immediately, there may be a fault in your wiring. Contact a licensed electrician.

• Meter board: Do not open or interfere with your electricity meter or the meter board itself. Only authorised personnel should access this equipment.

Medically dependent customers

If you or someone in your household depends on electricity for critical medical equipment such as an oxygen concentrator, dialysis machine, or ventilator, it's important that both Supa and your lines company know about it.

Registering as a medically dependent customer means you'll receive priority notice of planned outages and, where possible, additional support during unplanned outages. In line with the Electricity Authority's consumer care guidelines, Supa will not disconnect a medically dependent customer for non-payment.

You will need to maintain a back-up power supply or other emergency arrangements as appropriate. Your lines company may also have a specific process for registering vulnerable customers on their network.

To register as medically dependent with Supa, or to update your details, please contact us at support@supa.energy. You'll need a notice of potential medically dependent consumer status form completed by your health practitioner.

Support for vulnerable consumers

Supa recognises that some customers may face particular challenges during a power outage due to age, health conditions, disability, or severe financial hardship. If you or someone in your household is in a vulnerable situation, please let us know so we can work with you on appropriate support.

We comply with the Electricity Authority's consumer care guidelines and can help connect you with support agencies such as Work and Income where appropriate.

Customers with solar or battery systems

If you have solar panels or a battery storage system, be aware that during a network outage your system may automatically disconnect from the grid as a safety measure. This is by design: it prevents exported power from entering the network while line workers are carrying out repairs.

If your system doesn't resume normal operation after power is restored, contact your solar installer or check your inverter's display for fault codes. If you believe there's a network-side issue, use the contact listed for your area above.

Compensation for extended outages

Under the Electricity Industry Participation Code, you may be entitled to compensation from your lines company if your power is out for an extended period. The specific thresholds and payment amounts are set by the Electricity Authority and vary by distributor.

If you've experienced a prolonged outage and believe you may be eligible, contact your lines company in the first instance. You can also visit the Electricity Authority website for more information on your rights as a consumer.

Complaints and disputes

If you're not satisfied with how an outage or any related matter has been handled, you can raise a complaint with Supa. We'll acknowledge your complaint and aim to resolve it within 20 business days. If the matter requires further investigation, we'll keep you informed throughout, with a final resolution within 40 business days.

If we can't reach a resolution, you have the right to escalate your complaint to Utilities Disputes, a free, independent, and fair resolution service for consumers.

Utilities Disputes can be reached at 0800 22 33 40 or info@utilitiesdisputes.co.nz.

Contact SUPA

If you're in an area where faults are reported through Supa, call us on 0800 777 769. For help with your account during an outage, or if the issue isn't network-related, get in touch at support@supa.energy.

For general enquiries about your power supply, billing, or account, you can also log in to your Supa account online.