Who is eligible for priority assistance?
We offer priority services to customers with vulnerabilities or those who are in need of some extra help.
How do I apply?
You can apply by completing the appropriate online form (which can be accessed via the tiles above) or phoning us on 09 442 2222 and selecting option 2.
How much does priority assistance cost?
Nothing, it is a free service.
How long does the approval process take?
Our dedicated team aim to have your application processed within 10 working days.
How will I know if my application has been approved?
Our team will contact you using your preferred contact method.
For how long is the priority assistance service available?
Until you advise us that you no longer require the service, or your circumstances change.
What if I can’t complete the online application, can someone do this for me?
Yes, you can nominate a person you trust to fill out the form on your behalf.
Can I nominate someone to help with my account?
Yes, you can authorise a trusted friend, caregiver or family member to speak with us about your account.
Can I nominate more than one person to help with my account?
Yes. You will need to tell us the names of the people you want to authorise. We'll also need their contact information and to understand their relationship to you (for example, trusted friend, caregiver, or family member).
What will my nominated person have access to?
Your nominated person/s will have the same account access as you.
How do I change my nominated person?
You can change your nominated person by phoning us on 09 442 2222 option 2.
Who has access to my information?
Our process and customer service staff have access to your application.
Who decides if my application is successful?
Your request is reviewed by our team and a decision is made based on the information you provided.
Does priority assistance mean I can ask for a discount?
No. We do not offer customer discounts when you register for this service. If you have a special condition the local DHB may offer a subsidy.
How often will you deliver bottled water to me?
We will deliver bottled water when you are affected by a water outage that lasts more than two hours, or if you are water dependant, for example: if you are on dialysis.
Can your contractors place the bottled water on my bench?
No, for the safety of all concerned we ask that you don’t invite our contractors into your home. Our contractors can leave the bottled water on your doorstep, in a chosen area, or hand deliver it to you on your doorstep.
Why has my application been rejected ?
Upon assessing your application, we may not have been able to determine your vulnerability and may require more information. We will inform you if your application is rejected.