Medically Dependent Consumers

If someone in your household relies on mains electricity for critical medical support — where losing power could result in serious injury or even death — they are a Medically Dependent Consumer, and we need to know.

As with any customer, your health and wellbeing are very important to us. If you or someone in your home is a Medically Dependent Consumer and you haven’t registered with us, please let us know right away by calling 0800 810 800. Registration is free.

To register with Lodestone as a Medically Dependent Consumer, you will be asked to provide a Confirmation of Medically Dependent Consumer Status Form signed by the medically dependent consumer’s doctor or another health practitioner with an appropriate scope of practice. Click here for more details.

Our commitment on disconnection

While you are registered as a Medically Dependent Consumer — or while you are in the process of applying to register, or disputing a decision about Medically Dependent Consumer status — we will not disconnect your property for non-payment. Being registered does not remove the obligation to pay your bills, so if you are finding it hard to pay, please contact us early and we will work with you to find a solution.

Power cuts are different from disconnection

Even though we will not disconnect you for non-payment, a continuous power supply can never be fully guaranteed. Power cuts (outages) can still happen because of extreme weather, accidents, network faults, or other reasons outside our control.
It is important you have an emergency response plan for these situations. We can help you prepare one — just contact us — and you can find more information on the Electricity Authority’s website here: Medically dependent consumers | Electricity Authority. Always contact your healthcare provider or dial 111 if you are concerned about your or someone else’s health during a power cut.