Customer Promise
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What is the WEL Promise?
Everyone wants electricity available at the flick of a switch and that's what we try to give you. However, no power system is perfect and there are times when we can't supply electricity to your house or business. In these cases, if we don't have the power back on within three hours in urban areas and six hours in the country, we will pay you for the inconvenience. Residential and small commercial customers will receive $40. Large commercial customers will receive $150. WEL leads the industry by doing the most network development and maintenance while the power is on. Sometimes, we need to turn the power off to do work. To give you plenty of notice, we promise to inform your power supply company of planned outages at least 10 days before so that they can tell you before it happens, or we will pay you $25. And that's a promise! The WEL Promise came into effect on 1 March 2003.
Why is WEL making you a Promise?
The WEL promise is part of our commitment to improved performance. It sends a clear message that WEL is committed to ensuring you have a reliable power supply and on the rare occasion when an unplanned outage occurs we are dedicated to restoring it as soon as possible. This reflects the service standards and the performance you can expect from us. We'll provide you with electricity 24 hours a day, seven days a week. But if we can't, and we don't restore your power within the guidelines, we'll pay on our Promise.
Our promise is to:
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to do our best to restore power to Hamilton, Huntly and Ngaruawahia within three hours of an unplanned outage, or we will pay on our promise.
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to do our best to restore power to rural areas within 6 hours of an unplanned outage, or we will pay on our promise.
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to provide a 24 hour, 7 day a week fault and information line.
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to alert your power supply company of planned outages with at least 10 days notice, or we will pay on our promise.
How to contact WEL Networks
Free fault line:
0800 800 935, 24 hours a day, seven days a week
Please call us if you have an outage and we'll tell you if we already know about the problem. Our contractors are on call 24 hours a day, seven days a week.
General enquiries:
(07) 850 3100, Monday - Friday, 8am - 5pm
How will I get paid?
WEL Networks will automatically identify who is entitled to payment under the terms of our Promise and we'll send your payment out as soon as possible after the event.
What the WEL Promise doesn't cover
The WEL Promise doesn't apply to faults beyond our control such as storms, lightning, vehicle accidents, third party damage, or other events outside our control. In these circumstances we'll still restore power as soon as possible. Our promise doesn't cover faults in your electrical wiring such as your point of connection to the WEL network, the service fuses or your service main cable. The lines and electrical equipment on your property that connect to the WEL network are your responsibility. If you have a problem WEL can help find an electrical contractor to fix it for you.
Power quality
When your lights flicker or dim for a moment, the cause is usually either tree branches hitting overhead lines, faults on another supply line or the use of heavy industrial equipment in your area. Minor events like these happen to all networks and most household appliances are designed to handle these fluctuations. But, if you have expensive or sensitive electronic equipment contact your local electronics store to discuss surge protectors or you might want to investigate the options of an uninterrupted power supply unit. A power dip, sag or spike is not an outage.
Voltage
WEL will provide a nominal voltage of 230 volts plus or minus 6% at your property boundary. If we are operating outside these limits it is our promise to respond to your enquiry within five working days.
WEL Networks
114 Maui Street, Te Rapa
PO Box 925, Hamilton
Phone: 07-850 3100
Fax: 07-850 3210
Email: connect@wel.co.nz
Website: www.wel.co.nz
Last updated: Wednesday, 28 July 2010
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