The WEL Networks promise

We’re giving you our word

Everyone wants electricity available at the flick of a switch and that's what we try to give you. Unfortunately, for various reasons, there are times when we can't supply electricity to your home or business so we have a Customer Promise.

If we can't restore your power within the guidelines, we'll pay on our promise.


We promise to:

  • Do our best to restore power to Hamilton city, Huntly and Ngaruawahia within three hours of an outage.
  • Do our best to restore power to surrounding rural areas within six hours of an outage.
  • Provide 24 hour, seven days a week fault and information line.
  • Alert your power supply company of planned outages with at least ten days’ notice.

Remember - Safety is always our highest priority so we don't do any work that could harm our staff or community. If we need to, we’ll disconnect the power supply to complete the work safely.

Think you might be entitled to a Customer Promise payment after an electricity outage? Contact us.

The Small Print - 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. This includes faults in your electrical wiring or the lines and electrical equipment on your property connecting to the WEL network.