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Help and support/Service standards

Our service standards

Providing a reliable and efficient network is important to us, so we’ve made a commitment to service standards to customers on our network. 

View across the Hauraki Gulf of Auckland city

Our service standards cover: 

  • The time we take to restore power 
  • The number of interruptions experienced 
  • The power quality you can expect 

These standards are subject to specific terms and exclusions, including planned outages, force majeure events and third-party damage.


Service guarantee payment claims

Unexpected interruptions to your power supply can happen and when they do, we know how important it is to get the power back on. Once we learn of an unplanned outage on our network, we endeavour to restore the power supply as quickly as reasonably practicable. If we don’t restore your power within the timeframes outlined in the service standards documents below, Vector commit to making a service guarantee payment to you.

We will provide one payment per 24 hours of outage. This payment only applies to unplanned outages, not planned outages or those caused by third-party damage.

Service standards commitment documents:

Residential service standards

Business and commercial service standards

Report an outage 

Experiencing an outage? Then please let us know about it. The sooner we hear about an outage the sooner we can locate and repair it. 


The easiest and fastest way to report an outage is  on our Outage Centre. You can check your address for existing outages and register to receive updates.  Alternatively you can call us on 0508 VECTOR (832 867).


Your experience is important to us 

We are committed to providing a reliable and efficient network by resolving issues quickly and to everyone's satisfaction. The process we follow is outlined in our dispute resolution process so you can see the steps we take to reach an outcome. 


Disputes Resolution Process


FAQs

Service guarantee payments only apply when there is an unplanned outage. Once we learn of an unplanned outage on our network, we endeavour to restore the power supply as quickly as reasonably practicable. If we don’t restore your power within the timeframes outlined on this page, Vector commit to making a service guarantee payment to you. This does not apply for planned outages or those caused by third-party damage.

Vector will provide one service guarantee payment per 24 hours of outage. This payment only applies to unplanned outages, not planned outages or those caused by third-party damage.


Residential consumers have a connection that is used or intended for occupation mainly as a place of residence and will be on a residential tariff. 

Our service standards recognise that different parts of our network experience different problems and recovery times. For example, tree interference and weather related damage are more prevalent in rural than urban areas. Similarly, restoration times for faults differ depending on factors such as the remoteness of the location and traffic congestion. 

For High Voltage (HV) outages our system control notes the time an HV fault occurs (or the time at which system control is notified of an HV outage) and the time at which the power is restored to all transformers affected by that HV outage. 
  
For Low Voltage (LV) outages, our call centre logs the outage at the time the first consumer notifies us. Our field crew provide regular updates and advise [our call centre] as soon as the power is restored. The duration of an outage is calculated as the difference between these two times. 

We maintain a database of HV outage incidents, and records all reported LV outage incidents. 

We operate a number of power quality meters distributed around the network, which provide power quality information. To obtain information on power quality for a specific site, we can either estimate the power quality levels by modelling waveform data, or install temporary power quality meters on that site.