This Put on hold? report is the result of research completed by FinCap (the National Building Financial Capability Charitable Trust) between April and June 2023. The research considers the effectiveness of the Consumer Care Guidelines – consumer protections put in place to ensure energy retailers can help whānau avoid energy hardship.
We explored their effectiveness in the context of both everyday life, and times of significant disruption to communities – specifically Covid 19 alert levels 3 and 4, and Cyclone Gabrielle.
To prepare this report, we leaned on the expertise and contacts we’ve gained in our role as the lead organisation supporting financial mentors across Aotearoa. Every day, these mentors go above and beyond to help whānau avoid or reduce the risk of financial hardship.