Our commitments

On this page:

Introduction

Complaints

Customer Charter

Corporate Social Responsibility

EMF 

Environment

Landowners and occupiers

Safety


Introduction

Transpower is the owner and operator of the National Grid – the high voltage transmission network made up of lines and substations connecting areas of electricity generation with towns and cities across New Zealand.

A reliable electricity supply is essential to keep New Zealand’s economy growing. Knowing that the lights will turn on at the flick of a switch is the reasonable expectation of every electricity consumer. We are committed to ensuring that the National Grid meets the needs of all electricity consumers now and into the future, and does so in a manner that considers New Zealand society, the environment and communities.

To meet this, we have a series of commitments that we deliver to.

 

Complaints

Transpower will respond in a timely manner to any complaints made by landowners and/or occupiers using its free internal complaints process. Transpower uses suitably qualified service providers to carry out regular line inspections, maintenance (including access tracks) and vegetation management. The transmission network maps below show the names and contact details of the service providers’ landowner liaison officers by area. In the first instance, Transpower advises landowners and/or occupiers to contact their local landowner liaison officer with any complaints relating to activities on their land.

If the service provider’s landowner liaison officer cannot adequately address a complaint or issue, it will be escalated to Transpower for a response.

Transpower is a member of the independent Utilities Disputes Ltd (formerly Electricity and Gas Complaints Commissioner) scheme. The Scheme provides a process by which certain complaints can be dealt with, at no charge, if resolution of the complaint is not achieved by Transpower through its internal complaints scheme process.

For further information, please contact:

Landowner Relations Manager
PO Box 1021, Wellington
landowner@transpower.co.nz
0508 526 369 (0508 LANDOWNER)

 

Customer Charter

Our customers are the distributors, generators and large industrial companies who directly connect to the Grid.   We are committed to working closely with our customers to achieve our respective business objectives.

We work proactively with our customers to understand their business and their customers’ needs, and to help them understand our business.  We encourage customers to involve us in their thinking early on, which provides a greater opportunity for us to help. 

We have developed measures and targets for service performance based on what matters to our customers and end-consumers.  These help us provide a more efficient and valuable service to our customers.

Please contact the Group Manager of Customer Solutions on 04 590 6770 to provide feedback on our services.

 

Corporate Social Responsibility

Transpower is committed to working in a socially responsible way that is respectful to the environment and considers the interests of the communities in which we operate. 

Our stakeholders, including landowners, occupiers and other community representatives and interest groups, are an important part of our consultation and stakeholder engagement process.  We work closely with these groups to inform them of upcoming work on the Grid, and to offer opportunities for feedback including on the identification of potential environmental effects.  This feedback is acknowledged and considered when finalising work proposals.

Transpower’s commitment to social responsibility includes:

  • Incorporating sustainability into business activities and working with key stakeholders to promote sustainable outcomes for the electricity sector.
  • Sponsoring educational and training activities that support the future requirements of the electricity industry in New Zealand.
  • Assisting communities affected by our assets by investing in community-based projects via the Transpower CommunityCare Fund.
  • Actively seeking to reduce greenhouse gas emissions.
  • Reporting on our carbon footprint annually.
  • Ensuring the National Grid helps meet the Government’s energy strategy target of having 90% of New Zealand’s electricity generated by renewable sources by 2025.

For further information, please contact: communications@transpower.co.nz

 

EMF (Electro-Magnetic Fields)

This Commitment applies to the EMF of extremely low frequency as associated with Transpower’s electricity transmission assets - its transmission lines, substations and cables.

Transpower commits to:

  • Ensure that all new infrastructure is designed and operated to comply with the EMF guidelines recommended by the New Zealand Ministry of Health.
  • Ensure that, where practicable, existing and uprated infrastructure is operated within these same guidelines.
  • Where available, employ low-cost precautionary measures for new assets to further reduce exposures.
  • Keep abreast of, and where appropriate contribute and respond to, developments in national and international consensus on the management of EMF and its potential effects; and to ensure that this knowledge is adequately communicated to stakeholders and staff.
  • Provide for engagement with various stakeholders on matters including general understanding of EMF and concerns regarding the fields created by Transpower’s activities.
  • Employ appropriate occupational health and safety management measures to control EMF exposures, for its staff and for its contractors.

For further information, please contact: environment@transpower.co.nz

 

Environment

Transpower is committed to developing and managing its assets in a way that has regard for the environment and the interests of communities.

To meet this commitment, Transpower will comply with relevant environmental legislation and take all reasonable and practical steps to:

  • Comply with applicable laws, legislation, regulations, standards and codes of practice through consenting and environmental risk assessments.
  • Minimise any adverse environmental effects resulting from its activities.
  • Improve environmental performance.

Transpower will achieve these outcomes by:

  • Setting objectives and developing procedures and programmes for managing identified environmental effects.
  • Consulting with local communities and stakeholders about proposed activities.
  • Ensuring environmental considerations are embedded into practices and processes.
  • Auditing and reporting on environmental performance.
  • Requiring all employees, contractors and service providers to abide by all environmental policies, procedures and other directives.
  • Provide training and development for our people on environmental issues.


For further information, please contact: environment@transpower.co.nz

 

Landowners and occupiers

The majority of our transmission lines are on, or cross, private land, and landowners who have our assets on their land are vital in helping us achieve our goals and objectives for New Zealand’s transmission system.

We are committed to working openly and honestly with you when planning, building, operating, maintaining and upgrading the Grid. Building fair and respectful long-term relationships with you is a key focus and we commit to:

  • undertaking all our work safely and consistent with good electricity industry practice
  • proactively inform you of our proposed plans and consult with you on their effects
  • understand and listen to your concerns, and where possible, work with you to find appropriate solutions when undertaking work on your land
  • do what we say we are going to do and give you reasons if we are unable to do so
  • minimise any disruption as much as practicable and make good or compensate for any damage that we cause
  • regard all complaints as serious and respond to them in a timely manner
  • provide you with a dedicated phone line to talk to a member of our team if you have any concerns.

For further information, please contact:

Landowner Relations Manager
PO Box 1021, Wellington
landowner@transpower.co.nz
0508 526 369 (0508 LANDOWNER)

 

Safety

  • We put safety first.
  • We take responsibility for our personal safety and the safety of others.
Objective

To ensure the safety of our staff, our Service Providers and the general public.

Our Belief

We are committed to Zero Harm to all workers and public in Transpower’s workplaces and asset locations.

We affirm that:

  • Safety is a fundamental organisational value.
  • All incidents are preventable.
  • We are mindful of the potential for incidents to occur and will act on the warning signs.
  • We each have a personal responsibility for our own safety and the safety of others both on and off the job.
  • No business objective is so important that it will be undertaken at the sacrifice of safety.
  • A job is well done only if it is completed safely.

For further information, please contact: safety@transpower.co.nz