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What do you need to report?

Select an option for more information. If you’re not sure, please phone 0800 248 148.

Power problem

Are you seeing dim, glowing or flickering lights (or are you aware of fluctuating voltage)?

Possible power quality issue

This could be a sign of a problem with the supply voltage and you should call us on 0800 248 148 straight away.

⚠️ As a precaution, keep clear of any metal objects and surfaces (just in case there's any 'stray' electricity) until our faultperson arrives. Please also avoid touching your switchboard.

Internal checks

 

1) Have you checked that the main switch (on your switchboard) is in the ON position?

⏵If it's off, turn it on if you can.
⚠️ Only touch the switchboard if it looks normal and you feel safe doing so.

2) Have you checked that the other switches (explanation below) are in the ON position?

There might be individual circuit breakers (switches) or fuses that have 'tripped' for safety due to overloading, causing a loss of power to those particular circuits. With modern switchboards, you can remedy this by:
1) Unplugging any appliances in the room/area that matches the label on your switchboard.
2) Flicking the corresponding switch back on. For more information, visit WorkSafe's website
.


⏵Please try this if you're able to.
⚠️ Only touch the switchboard if it looks normal and you feel safe doing so.

switchboardwithtextsml v12

Also select this option if you've not been able to, or don't feel comfortable, carrying out these steps.

Power restored

Great! Based on your answers, it sounds like you've restored power by turning the main switch (and any individual circuit breakers) back on.

If the problem persists, please contact a qualified electrician if you're the property owner, or your landlord or property manager if you're a tenant.

Fault unresolved

Based on your answers, you should contact your electricity retailer for further assistance.
If required, they will raise a request with us and we'll dispatch a faultperson as soon as possible.

Not sure who your retailer is? You can check on the Electricity Authority's website.


⚠️ If you are medically dependent, you should also:

  • follow your emergency response plan if the outage puts you at risk of harm
  • contact your health practitioner as soon as possible (if appropriate).

In a medical emergency, call 111.

Report graffiti online

Wellington Lower Hutt Porirua Upper Hutt

Your local council can arrange for graffiti to be removed.

No hot water

During times of peak demand, our control room might 'shed load' if we need to or if Transpower, New Zealand's power System Operator, asks us to. This helps prevent our network (and in some cases, the National Grid) from becoming overloaded. In short, it keeps the power on.

Load control involves us sending out an electronic signal that switches off the electricity supply to some domestic hot water cylinders. This means water won't be heated while we're controlling load, but any water already heated can still be used and will usually stay warm for several hours.

In return, consumers benefit from 'controlled' rates that offer a discount (as opposed to 'uncontrolled' rates that don't, but which don't allow us to carry out load control). You can contact your electricity retailer for more information about this.

In the unlikely event of a major load shedding scenario, we'll endeavour to place a notification at the top of this website to let you know what's happening.

 

How long have you been without hot water for?
⚠️ If you need medical or care assistance, please contact your health practitioner or carer.

controller v2

No hot water for ≤12 hours

If you've been without hot water for 12 hours or less, this could be the result of a recent power outage or load shedding scenario in your area.

In either case, your hot water cylinder should soon reheat. If not, please contact your electricity retailer after 12 hours.

Not sure who your retailer is? You can check on the Electricity Authority's website.

No hot water for >12 hours

If you've been without hot water for over 12 hours, please contact your electricity retailer in the first instance. They'll be able to diagnose any potential issues with your ripple control receiver (the device that receives our signals, which retailers are responsible for).

Not sure who your retailer is? You can check on the Electricity Authority's website.

You might also need to contact an independent tradesperson to check whether there is a problem with the hot water cylinder itself, or with the wiring connected to it.

Report a potential hazard

This might include any of the following situations, but could also be anything you think might be dangerous.

  • A tree or any other object in contact with power lines.
  • A low-hanging, twisted/tangled, clashing or downed line.
  • A leaning, cracked/broken, rotten or fallen power pole.
  • Bangs, flashes, sparking, arcing, smoking or burning equipment.
  • Abnormal noise from a substation or transformer.
  • A vehicle collision (minor or severe) with a pole, substation etc.
  • A cable that has been struck or unexpectedly unearthed while excavating.
  • Animal or human interference with equipment.
  • An open or unsecured piece of equipment, including where wires are exposed.
  • Flooding or immediate risk of flooding to equipment.


If there is an immediate threat to life or property, call 111.

Report a power outage or supply issue

Please check here (opens in new tab) first for any known outages.

If an outage affecting your area is shown, there's no need to report it
as we'll have already dispatched a fault crew to fix the problem.

storm v11

Also select this option if your power's on but you're experiencing supply issues such as flickering lights.

Report a streetlight fault

You should contact your local council to report these.
Find out more about streetlights here (opens in new tab).

 

Check and report online

Wellington Lower Hutt Porirua Upper Hutt

For state highways, please phone Waka Kotahi NZ Transport Agency on
0800 4 HIGHWAYS (0800 44 44 49).

streetlights v9

Please select an issue type

Find out about our Graffiti Prevention Programme.

Substation on Upland Road, Kelburn

Other vandalism

Includes the likes of:

  • Shoes tied around power lines.
  • Littering or fly-tipping (illegal dumping) on/around substations.
  • Any cosmetic damage (non-hazardous).

What would you like to request?

Select an option for more information. If you’re not sure, please phone 0800 248 148.

Anything else, from vegetation management to requesting the relocation of equipment. Check here if your request type isn't covered elsewhere.

If you need to ask us something.

Request a connection or disconnection

Includes builder’s temporary supply (BTS) connections.

Includes BTS to permanent conversions.

New connection

To apply, you'll need the following information:

  • Address or Deposited Plan & Lot details.
  • Number of properties to be supplied.
  • Required supply type/size (your electrician will be able to advise).
  • Site plans (if held).

We'll then either: 

Scenario A – no network extension required
Refer you to an electricity retailer if it's unlikely to be necessary for us to extend our network. If this is the case, we won't need to quote you – instead, your chosen retailer will simply charge you a fixed fee for the connection.

or

Scenario B – network extension required
Arrange for one of our contractors to scope the work required, who will then provide a quote (offer) for the work to you – and, if you accept – carry out the work on our behalf.

Either way, you'll need to engage your own electrician to install the necessary electrical equipment from the building to our point of supply. You should also speak to an electricity retailer of your choice about setting up an account (and electricity meter, if needed) for your new connection.

More information about this process can be found here (opens in new tab).

new connection

Does the connection meet the following criteria?:


 

If you're not sure, select 'No'.

Change connection

You'll need to contact your electricity retailer to request any of the following services:

  • Upgrades/downgrades (increasing/decreasing electrical capacity).
  • Switching pricing plans between residential/commercial or low/standard.
  • Conversion of a builder’s temporary supply to a permanent connection.


To change your connection from overhead to underground, select Other services, then:

Bury electrical lines or equipment → Power line(s) running from a power pole to a property.


Not sure who your retailer is? You can check on the Electricity Authority's website.

What type of disconnection do you need?

Known as a decommission or total disconnection.

You’ll need this to safely undertake roofing, spouting, painting, water blasting, tree trimming, scaffolding or any other work around the power line from the pole to your home or business.

Permanent disconnection

You'll need to contact your electricity retailer to request this.

Not sure who your retailer is? You can check on the Electricity Authority's website.

Find out more about decommissions here (opens in new tab).

Do you need a transformer shutdown?

This would usually only be needed for a non-residential consumer
supplied by a dedicated substation. Select ‘No’ if you’re not sure.

Transformer shutdown

Given the nature of this work, we'll need to provide you with a quote to undertake it.

We'll be making it possible to request this online soon. In the meantime, please phone us on 0800 248 148 (option 7).

Does the line need to be temporarily removed at the pole?

You might need this if the line’s in the way of the work you’re planning to do.

Service line drop

Given the nature of this work, we'll need to provide you with a quote to undertake it.

We'll be making it possible to request this online soon. In the meantime, please phone us on 0800 248 148 (option 7).

Temporary (safety) disconnection

You'll need to contact your electricity retailer to request this.

we* doesn’t charge for this service, but your electricity retailer might charge you an administration fee to process the request. Find out more here (opens in new tab).
Please note that you will need to be present when we attend.

Not sure who your retailer is? You can check on the Electricity Authority's website.

Request permission to generate electricity

If you’re planning to install distributed generation (DG) equipment at a property that’s connected to our network, you’ll need our approval first.

DG mainly encompasses solar (PV), wind, hydroelectric and liquid fuel (e.g. diesel), but can also include the likes of gas, biomass, thermal and geothermal.

Important note re standby generators: We're improving our DG application process to make it clearer and easier. This includes a requirement to tell us about standby generators for safety reasons. In the meantime, please follow the existing DG application process if you're planning to install a standby generator.
We don't need to know about portable generators, as these should NOT be connected directly to a property's mains electrical system. Find out more about backup generation here (opens in new tab).

Request to work around our network

Select this option for more information.

Examples include building close to power lines and poles, around substations, or on top of underground cables.
Also select this option if you'd like to attach something to one of our poles.

You'll need these before digging anywhere.

Request permission to work near our equipment

You’ll need this to operate plant, transport or lift loads, manage vegetation, erect scaffolding, or any other work within 4 metres of power lines.

You’ll also need it if digging within 5 metres of power poles and, in some cases, if working directly adjacent to one of our substations.

 

⚠️ This does NOT allow a structure to be built near our assets.
Select ‘Permission to build near or over our equipment’ for this.

⚠️ It also doesn't apply to 'service' lines from a pole to a property.
WorkSafe has some useful guidance about working around these.

capflip

Do you need to transport a high (tall) load?

Yes

You’ll need a High Load Permit for loads taller than 4.75m.

No

You’ll need a Close Approach Consent for anything else.

What type of asset do you need to build near?

For example, around substations or above underground cables.

Power poles and lines

You must ensure that any structure being erected is compliant with the New Zealand Electrical Code of Practice for Electrical Safe Distances (NZECP 34:2001), which sets out minimum safe electrical distance requirements for overhead electric line installations.

Please refer to Section 3 of this document before commencing.

Access NZECP 34

Once you have read and understood Section 3 of NZECP 34, click 'Proceed'.
If you're unsure about something, please email us. We're here to help.

⚠️ In addition to the distances specified in NZECP 34, we typically require any structure to be a minimum distance of 500mm away from our poles, to reduce the risk of the structure being damaged when the pole is maintained or replaced.

Is the proposed structure compliant with Table 2 of NZECP 34?

If you're not sure, please email us before proceeding.

Thank you

You may proceed with construction but might require a Close Approach Consent for the work to safely take place.

You’ll need a Close Approach Consent to operate plant, transport or lift loads, manage vegetation, erect scaffolding, or any other work within 4 metres of power lines. You’ll also need it if digging within 5 metres of power poles and, in some cases, if working directly adjacent to one of our substations.

If you're not sure about anything you've read, please email us and we'll be happy to clarify.

Engineering advice required

You must obtain an engineering study from a qualified party who is able to accurately calculate conductor movement (sag and swing).

Specialist third party consultants like Infrastructure Asset Management Systems Limited (IAMSL) may be able to offer this service.

Once you've provided us with a copy of the completed assessment, we'll then review it in line with Table 3 of NZECP 34 and provide a letter to you, detailing whether construction is permitted and any criteria/restrictions that must be adhered to.

Assessment required

Although not covered under the New Zealand Electrical Code of Practice for Electrical Safe Distances, it is still important for us to make an assessment prior to any construction taking place.

This is because we have a statutory right of access to our assets (under the Electricity Act 1992), and are obliged to retain this access at all times so that we can reach our equipment for maintenance or in the event of a fault.

Please email us with as much information about the proposed build as possible. We'll then undertake an assessment and let you know the outcome.

Pole attachment request

Parties such as road controlling authorities (RCAs) and some telecommunications providers (telcos) have arrangements in place with us for them to install equipment on our poles.

We typically don't permit any other party to attach items to our poles due to network reliability and safety considerations, but we might be able to provide special permission if you're an organisation providing similar essential services to those of RCAs or telcos.

This includes those wishing to attach items relating to traffic safety (like convex mirrors or temporary traffic signs), but you'll need to speak to your local council about these first.

Do you meet the above criteria?

poleattach v2

Email us to request permission

Please include the following in your email:

  • Who – your information (name, organisation and phone number).
  • What – details of the item you'd like to attach (dimensions, specifications etc.).
  • Why – reason you'd like to attach the item.
  • Where – location of the pole you'd like to attach the item to (pole number, if available).
  • When – dates/duration of proposed attachment (or state if to be permanently attached).
  • How – proposed installation/mounting (including height) and power source (if applicable).
  • Details of any auxiliary equipment that would need to be attached to the pole.
  • Any supporting documentation, such as local council endorsement.

Please note that decisions are made at our discretion. Permission may be revoked without notice at any time for any reason.

Sorry

Unfortunately, we aren't able to allow anything else to be attached to our poles.

If the pole isn't ours, please contact the relevant pole owner. If it's a Chorus pole (look out for a green tag, yellow number plate or Chorus identification label like in the photo below), you can contact their Network Services team on 0800 463 896 (option 3) or at [email protected].

Photo of a Chorus pole

Request underground cable plans

You’ll need these before digging for any reason, such as building a fence, landscaping or major gardening (including tree planting), concreting, pool installation, building a deck or carport, laying a driveway, or any other excavation/construction.

Minor gardening of shallow topsoil doesn’t require plans. Plans are provided at no cost, but there may be charges if our supervision is required.

An example of an Electricity Obstruction Plan
An example of an
Electricity Obstruction Plan

For cable identification and testing services, please call Northpower (Wellington)
directly on 04 912 2191. In an emergency, phone 0800 248 148.

Request supervised access to a controlled environment

This includes the likes of cable tunnels, substation grounds/buildings and switchyards, but most commonly relates to we* transformer rooms (indoor substations) in private buildings.

Although we* take care of the equipment inside, property owners/building managers and their agents might require entry from time-to-time for maintenance reasons.

Supervised access to a controlled environment is a type of standover.
To get it, you'll need to go through our Close Approach Consent process.

Request other services

Select this option if you'd like to request for any of our electrical equipment to be relocated.

Select this option if you’d like to request for any electrical equipment to be placed underground.

Select this option if you’d like us to assess a tree that you think might be within 4 metres of power lines.

A section 224(c) letter

Select this option if your local authority has asked for it.

Request to move lines or equipment

Note: If you're looking to change where the power line from the pole connects to your property (the point of entry), you'll need to contact a qualified electrician in the first instance.

What would you like to be placed underground?

Power lines running from pole-to-pole along the road

These are owned by we*. Please be aware that due to the extent of the work required, the cost for this type of request typically exceeds $1,000 per metre of line.

Known as a ‘service line’, this is the responsibility of the property owner it supplies. However, this type of request needs our input to change the point of supply from overhead to underground.

An electricity pillar

Select this option for a pillar to pit conversion.

Pillar to pit illustration

Overhead service line to underground service cable

Given the nature of this work, we'll need to provide you with a quote to undertake it.

We'll be making it possible to request this online soon. In the meantime, please phone us on 0800 248 148 (option 7).

Request vegetation management

If it looks like any part of a tree is touching our lines, please phone 0800 248 148 so that we can attend straight away. Otherwise, click 'Learn more' for information.

Get in touch

You can send us an email (or phone us, if you prefer) with any enquiries you might have.

This could be anything to do with our electricity network and might include things like:


You should contact your electricity retailer for any matters relating to your contract with them, such as pricing, billing and metering. Your retailer can also help you with other things like queries about planned and unplanned outages.

Not sure who your retailer is? You can check on the Electricity Authority's website.

Thank you

Based on the answers provided, you should be able to arrange a connection to our network via an electricity retailer. To do this, you'll need to:

  • engage a qualified electrician to undertake the work required to install the necessary electrical equipment from the building to our point of supply*
  • contact an electricity retailer to arrange for the installation of metering and the creation of an account for your new connection. Your electrician might be able to do this for you, but it's up to you which retailer you choose (Consumer Powerswitch can help if you're not sure).

When everything is ready to be livened, you can have your nominated retailer send us the new connection request on your behalf. We'll create a unique identification number for it and send one of our field staff to make the final connection of your property to our network.

*This work must not extend beyond the boundary of the property being supplied, but utility plans should still be obtained via beforeUdig to mitigate the risk of damage to any utility assets on private property.

Please read the following disclaimer:

Based on your answers, we'll need to arrange a quote for your connection request.

By continuing with an application, you:

  • accept that any estimate or expected cost provided prior to scoping is not a quote or other maximum charge
  • declare that your request is for a self-contained job and doesn't form part of a wider development (if this is the case, you must submit as a single application)
  • declare that all information you provide is correct to the best of your knowledge and belief
  • warrant that you own and occupy all private land on which the works will be undertaken or have the consent of the owner and occupier of the land to the works
  • agree to grant and register an easement in favour of Wellington Electricity for any new network assets located on private land.

If an easement is required, you also agree that:

  • the easement must be granted at no cost to Wellington Electricity
  • the easement may require the preparation of a survey plan at your cost
  • you will, if required by us, enter an easement agreement at any time including before we commence the work.

By clicking 'PROCEED', you are confirming that you have read and understood the above disclaimer. Full terms and conditions can be found in the offer made by our contractor (if applicable).

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