Your rights if you medically depend on power

If your health depends on being able to use medical equipment that requires power, you’re known as a Medically Dependent Consumer and you’ll need to let your power company know.

What to do if you are medically dependent on power

You’ll need to fill out a form called a “Notice of Potential Medically Dependent Consumer Status” (also called an HP Notice). You can get the form from a health practitioner.

You’ll need to pass on the HP Notice to your power company.

If you have given an HP Notice to a power company in the past, and then switch companies, you’ll need to provide the new company with an HP Notice too. Your status as a medically dependent consumer won’t automatically transfer when you switch.

Will I always have power once my power company knows I’m medically dependent?

No. Sometimes power cuts happen that are outside your power company’s control, for example when there’s a fault or bad weather. You’ll need to work with your health practitioner to come up with an emergency response plan in case of a power cut.

Your emergency response plan should clearly state what steps to follow if your home has an unplanned power cut. It might involve using a generator or switching to battery power instead of mains power. You might also have emergency contacts who could come and assist you.

Can my power company disconnect me once I’m registered as medically dependent?

No. Once your power company has registered you as a medically dependent consumer, it shouldn’t disconnect you for non-payment of your power bill. However, it can still pursue payment for any debt you incur and should offer you ways to pay off what you owe.

Your power company should also let you know of any scheduled power outages it has planned and if the time for those change.

Power companies can request a new HP Notice every year, to check you are still medically dependent.

What should I do if I’m medically dependent and there’s a power cut?

• Follow the emergency response plan you have decided on with your health practitioner.

• Let your power company know immediately that you don’t have power.

• If it’s an emergency, call 111.

If you’re medically dependent and aren’t happy with your power company’s care, check out our information on how to complain.