Our customer engagement
We hold our customers in high regard and evolve our services to meet their needs. We work proactively and collaboratively with individual customers to understand their businesses, and to develop the best grid connection and supply of services. We offer a full end-to-end connection package for all Grid connections – particularly those seeking to electrify – and aim to keep our systems and processes as simple and uncomplicated as possible.
We have developed measures and targets for our service performance. Each customer will receive an individualised Customer Engagement Plan to help us provide a more efficient and valuable service.
How we work with you and for you
As well as balancing energy supply and demand for New Zealand consumers, Transpower also negotiates work on behalf of customer. There is a balance between potentially competing interests of the wider New Zealand power needs and the services requirements of our individual customers. Transpower’s Services Framework clarifies the services and expectations of what we deliver and our target measures around them. The framework is renewed every two to three years.
Transpower's Service Level Framework
Tailored information – My Transpower portal
Our Customers have access to a range of resources in My Transpower – our log-in access portal including:
- Operational Standards and resources
- Controlled documents
- Transmission pricing information specific to your company
- Customer team contacts
- Customer updates
Subscription Services to Access Transpower Standards
Transpower is enabling paid access to Transpower standards to inform practice and independent standard development, for industry related organisations in New Zealand. Outside of this service Transpower standards can only be used to conduct work commissioned by Transpower.
Transpower is offering interested parties’ access to the existing standards through an annual subscription-based service. The service will be delivered through our Transpower.co.nz webpages.
A cost model has been established based on the distinct use cases that initial queries and known industry activities have identified.
Subscription Rate Summary
Sole Use Own Use & Reference | Restricted Use Own Use & <5 Customers | Wide Use Own Use & >5 Customers | Single Project Use | |
|---|---|---|---|---|
SubscriptionOperations, Maintenanceand Delivery Standards | $15,000 p.a. 1 access log-in | $20,000 p.a. 3 access logins with Design Standards $70,000 p.a. | $40,000 p.a. 5 access logins with Design Standards $90,000 p.a. | Single project Conceptual Design Standards $25,000 |
Explanatory Information on the standards will be provided as supporting service priced at NZ$275hour.
There are several standards that are restricted to internal use only. Those restricted to internal use mostly include Asset Strategies and Administration standards. The standards being made available can be found here.
For more information on the subscription service and to subscribe please email [email protected]
Latest updates
Connection Management Framework decision document published
Thank you to everyone who submitted on our consultation on the Connection Management Framework. We value your feedback and have now published our decision paper and a refreshed process document on our website here. Any customers wishing to submit a new application for generation and energy storage connections should use these documents to support applications as they contain our updated process, application form and guidance notes.
If you have any questions about the changes then please don’t hesitate to contact the Customer & Commercial team at [email protected].
Preferred consenting approach
As customer project numbers continue to increase, we have developed a preferred approach to consenting to better support our customers in obtaining their environmental approvals in a timely manner. This new approach will empower our customers to lead the consenting process and have greater control over project timeframes, while still enabling Transpower to build, operate and maintain our assets. Please click here to view our preferred consenting approach information sheet.
Industry news
Each month we release an e-newsletter with the latest information from Transpower: News from Transpower. Read the latest edition and subscribe to future editions.
Transpower's customer team regularly host update sessions for our connected customers.
2024 webinars
Our November customer webinar slides are here. If you would like to give feedback or suggest topics for our next webinar in 2025, please email Head of Customer and Commercial Tim Duguid.
Our August customer webinar slides are here. If you would like to give feedback or suggest topics for our next webinar in November, please email Head of Customer and Commercial Tim Duguid.
Our May customer webinar slides are here. If you would like to give feedback or suggest topics for our next webinar in August please email Head of Customer and Commercial Tim Duguid.
Our February customer webinar slides are here. If you'd like to give feedback or suggest topics for our next webinar in May please email Head of Customer and Commercial Tim Duguid
2023 webinars
October webinar slides here.