Electricity consumers don’t understand their rights or how power bills are calculated according to new research
2 March 2026
Most electricity consumers in Auckland lack confidence in understanding their power bills and are unaware of consumer protections, according to the Entrust Auckland Consumer Electricity Survey 2025.
The survey found that while three-quarters of respondents say their bills are easy to read, just over half know what plan they were on and only around 40 percent understand how electricity charges are calculated. Confidence on being on the right plan has also declined since 2018, dropping from 74 percent to 65 percent.
“It’s concerning that so many consumers don’t know which plan they’re on,” says Entrust Chair, Denise Lee.
"It could mean some households are less able to save money by managing their electricity usage. If consumers don't know which electricity plan they are on, they are also far less likely to be on the best or lowest cost plan for their needs."
Awareness of consumer rights is particularly low. Only 10 percent of consumers are aware of the Electricity Authority’s Consumer Care Obligations, and just 14 percent know about electricity retailers’ Consumer Care Policies. Nearly half of respondents were unaware of any regulatory bodies or consumer protections. Awareness of rights like payment support or complaint mechanisms sits below 25 percent, with vulnerable groups being the least informed, limiting their ability to advocate for fair treatment.
On a more positive note, just over half of consumers are aware that medically dependent households cannot have their electricity disconnected, the most crucial protection within the Consumer Care framework. However, Ms Lee says awareness still needs to be higher.
“Consumers need a better understanding of how they can control their power bills and what their rights are,” Ms. Lee said.
“Better communication and stronger consumer education are essential to improving outcomes for consumers. Everyone deserves to understand their rights and feel confident they are being treated fairly.”