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Mercury Energy says it has made sweeping changes to its disconnection process after Folole Muliaga's death.
A Mercury official said the company had learned a lot from Mrs Muliaga's death and now always asked callers to the customer credit centre whether they were medically dependent on electricity before starting the disconnection process.
Among other changes Mercury had made since Mrs Muliaga's death were:
* Customers who could not be reached by phone were visited to assess their vulnerability before disconnection.
* A team had been established to identify customers with medical issues.
* Welcome packs included information telling vulnerable customers about the need to identify themselves.
A coroner's report into Mrs Muliaga's death criticised Mercury for failing to ask questions when it learned she was in hospital.
The report said her husband should have been referred to the company's credit centre when he called on May 1, 2007, to try and arrange to pay the family's overdue power bill by instalments.
Instead, Mercury's call-taker told Mr Muliaga she could not discuss the account with him because of privacy issues, and said the account would need to be paid in full.
The report said it was perhaps no surprise the Muliagas did not tell Mercury Energy about Mrs Muliaga's condition, because they were not told they could qualify for a special payment procedure.
