$75 callout fees shock Vector clients

By JOSIE CLARKE

Vector power customers are bewildered that they are being charged a minimum of $75 for jobs as simple as replacing a fuse.

The company, which owns and operates Auckland's powerlines, began charging $75 for callouts on March 1 - but customers and other electricians are calling the fees exorbitant.

Aucklander Hilda Simpson said she was stunned when a Vector electrician asked her to sign a document promising to pay $75 for him to switch off her power so her own electrician could work in her home, then switch it on again.

A Remuera man said he was expecting a $300 bill from Vector after he needed them to switch his power on and off four times in one evening.

"My complaint is not that they charge, but with the amount and frequency that they charge."

Vector spokesman Mathew Bolland said that in the past Vector had charged $39 just for the callout and told customers to call their own electrician if the problem was nothing to do with Vector's network.

Now Vector charged $75 for a callout but would do the basics like supplying and changing a fuse. Bigger jobs like replacing a hotwater thermostat cost $150.

The company sent a mailer to all customers last month explaining exactly what they owned as well as Vector's and customers' obligations.

But Auckland independent electrician Donald Gordon, of Central City Electrical, said it took him five to 10 minutes to replace a fuse and Vector's prices seemed exorbitant.

"We charge $35 to change a fuse and make a profit. If I charged my customers those prices, they'd shoot me."

Mr Bolland said most customers did not realise that they had owned the powerlines leading from the street pole into their homes since 1984 and it was up to them to pay for any repairs.

"Perhaps electricians in the old power board days did minor jobs for free as a favour to the customer. But it wasn't standard."

Vector did not make a profit on its service. "All we are doing is recovering costs."

The company also switched power on and off free for safety reasons if, for example, customers needed to paint their house or trim a tree.

Customers still had the option of calling their own electrician but, for safety reasons, Vector allowed only authorised contractors to work on its network.

Yesterday, the Minister of Consumer Affairs, Phillida Bunkle, revealed that pricing as well as difficulties in switching retailers and bills were the top complaints from consumers who called the ministry's power "hotline."

Power companies Meridian, Contact, TransAlta and Genesis Power drew the most complaints.

She said the industry seemed incapable of guaranteeing consumer rights without Government involvement, and an independent ombudsman was vital.