First: is anyone in danger?
If a power line is down, sparking, or across a road or vehicle, stay well clear (at least 10 metres) and keep others back. Call 111 if life is at risk, and report the line to your local lines company's 24/7 faults number. Never touch or drive over a fallen line.
Is it just you, or the whole street?
Before you call anyone, a 30-second check saves time:
- Check your switchboard. A tripped main switch or RCD (safety switch) can cut your power. Reset it once. If it trips again, leave it off and call an electrician, something in the house is faulting.
- Look outside. Are your neighbours' lights off too? If the street is dark, it's a network outage, not your home.
- Check for planned work. Your lines company usually posts planned outages in advance and notifies affected homes.
Who to call
A network outage (the street is out): your local lines company (the electricity distributor for your area) restores the network. They run a 24/7 faults line, and most have a live outage map online. If you're not sure who your lines company is, email support@tiramaenergy.co.nz and we'll point you to them.
A problem with your supply or account: email support@tiramaenergy.co.nz. If your home is dark but the street isn't, start with the switchboard check above, then email us.
Your tīrama battery during an outage
Your battery keeps your home's main circuits running during a grid outage for as long as its charge lasts, depending on how much charge it's holding and how much you're drawing. Hot water and EV charging are on controlled circuits and stay off until the grid returns. We send you a text when the grid goes down. Holding off on heavy appliances such as the dryer keeps your lights on for longer. Keep an emergency plan as well.
If you rely on power for medical reasons, this matters. Please read the backup note in our Consumer Care Policy and keep a clinical backup plan that doesn't depend on any household power supply.
If you're medically dependent on power
Tell us, and register as a medically dependent consumer. It changes how we handle your account and prioritise support. Keep an emergency plan agreed with your health provider, know your lines company's faults number, and have a backup for any life-critical equipment. Details and how to register are in our Consumer Care Policy.
Staying safe and comfortable
- Turn off and unplug sensitive appliances (computers, TVs) so a surge doesn't damage them when power returns; leave one light on so you know when it's back.
- Keep the fridge and freezer closed: food stays cold for hours if you don't open the door.
- Only ever use a generator outdoors, well away from windows, and never wire one into your switchboard yourself.
- Keep a torch, a charged power bank, and warm layers somewhere easy to find.