Genesis offers 'goodwill' credit after power failure

Genesis Energy has given a "goodwill" credit to 182 people who had their power cut over the holiday weekend because of a computer malfunction.

The blackout happened when a software error meant people could not buy power on prepay.

Genesis has about 10,000 clients on the system, which lets people top up their power account before they use it.

Genesis spokesman Richard Gordon said 182 people affected by the power outage had received a "goodwill" credit of between $20 and $50. The company was also considering additional compensation.

A malfunction over the weekend meant some customers were without power from 8am to 2pm yesterday, Mr Gordon said.

The system had an emergency default setting which meant power wasn't cut on Saturday or Sunday. But at 8am yesterday those who had been unable to top up had their power cut.

Sixteen people phoned the company yesterday to say they needed their power on because of medical issues.

"We sent contractors out to those 16 properties and arranged to have a power supply," Mr Gordon said.

The company did not recommend people with medical issues use the prepay plan, he said.

Genesis Energy chief executive Albert Brantley said the breakdown was "hugely regrettable" and the company had apologised to those affected.

Reports that customers were told to "toughen up" by staff were concerning.

"This type of response is contrary to our customer service representative training and is completely unacceptable," Mr Brantley said.

"We are investigating this report and are reviewing the tapes of conversations with customers over the weekend."

- NZPA