Outages & Faults

There could be a few reasons why you may not have hot water. This could also depend on the type of meter you have at your property.

Please check the following if your hot water is not on:

• Check your hot water cylinder is on
• Have you had a power outage today? Reheating can take a few hours.

If your hot water cylinder is heated by electricity, call an electrician, or if it’s heated by gas, call a plumber.

For further assistance on your hot water, please contact our customer care team through your My Account by filling in the Contact Us page or calling 0800 785733 and press 1 for our Faults teams.

1. If someone experiences an electric shock, make sure you turn off the electricity source before you touch them.
   
   • If you can't turn the power off, use a non-conductive material (eg. a piece of wood) to separate them from the power source. 
2. Call 111 immediately.
3. If they have stopped breathing, apply CPR.
4. If they have been burnt, apply cold water. If the burns are severe, call 111.

Please contact your local lines network. If you are unsure who your local lines network is, click here.

Accidents causing damage to electricity lines can result in spikes and surges of electricity. This may lead to a sudden increase in voltage, which can damage electrical appliances or result in a fire.

Take care of your valuable appliances such as television, computer and fridge by using surge protection devices that ensures the voltage is within the safe threshold. You can find these devices at most appliance stores around New Zealand.

Please contact your local lines company. You can find their number here.  If the outage is not known, please call 0800 785 733 to speak to one of our Customer Care Team.