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Mercury Energy is warning all customers on pre-pay power accounts to speak up if they have any medical dependencies after a south Auckland mother was left without electricity and struggling to care for her seriously ill son.
A faulty power pole fuse is being blamed for leaving Melina Uhatahi, 20, and her family in the dark for more than 29 hours earlier this week.
The power went off in Ms Uhatahi's Manurewa home about 9am on Monday, and her father went to a nearby BP service station to purchase more pre-pay electricity.
He put a further $10 on the account later that day after the first top-up failed to register.
Ms Uhatahi's 18-month-old son, Sione, suffers from a "really severe" bronchial disease that requires a special milk formulation, provided by Starship hospital.
"One side of his lungs is filled with black stuff, and it is difficult for him to breathe."
The milk - which must be kept refrigerated - helps Sione digest food, Ms Uhatahi said.
The family endured a night without power before Manukau lawyer Tudor Clee took up its case. After protracted negotiation, a company technician visited the house and power was restored about 2pm on Tuesday.
But 29 hours without power meant Sione's milk spoiled, effectively leaving the infant without medication and unable to eat.
"I was worried. If he doesn't eat, he gets sick.
The child was ill after Ms Uhatahi was forced to feed him "mince pies and Twisties and yoghurts", augmented with "normal condensed milk".
Mighty River Power consumer markets general manager James Munro told the Herald the company had apologised to the Uhatahi family, and was investigating the length of time it took to have power restored to their property.
He said the company was "disappointed" by the delay in restoring power, and it appeared both parties had assumed there was an issue of "payment progressing slowly" when the power supply was not restored.
Might River was unaware of anyone with a medical dependency living in the house, and staff had asked specifically if there was anyone with medical problems when the account was opened, about 18 months ago, he said.
The faulty fuse supplied power to the Uhatahi house only, and no other users were effected.
Mr Munro said the company was "uncomfortable" with at-risk customers using pre-pay accounts, and recommended "most strongly" that such consumers were not on pre-pay arrangements.
Mercury was aware of some 44 pre-pay customers with medical dependencies, and any others were should tell the company, he said.
Mercury management had visited the family Uhatahi personally to apologise, and would pay compensation for food and some medical supplies that spoiled during the power outage, he said.
The company had voluntarily alerted governing body the Electricity, Gas and Complaints Commission about the matter.
The case comes just weeks after a Coroner's ruling into the death of another south Auckland woman, Folole Muliaga.
Mrs Muliaga, 44, died in May 2007 soon after a Mercury Energy contractor switched off the family's power supply because of an overdue bill for $168.40.
The disconnection cut power to the morbidly obese Mrs Muliaga's oxygen machine.
Coroner Gordon Matenga ruled the cutting off of power was a factor in her death.
