01 / BEFORE YOU CALL
Check whether nearby homes are affected
If neighbouring homes or shared areas are also without power, the issue may involve the local network rather than your individual property.
Check your switchboard
Look for a tripped main switch or circuit breaker inside the switchboard/fusebox of your home. Don't repeatedly reset equipment if it trips again.
Confirm your electricity account is active
For account, billing or retailer-related issues, contact your electricity retailer directly.
Note what happened
Record the time the issue began and any unusual sound, smell, visible damage or affected equipment.
02 / WHAT HALO CAN HELP WITH
Halo owns, operates and maintains the network infrastructure within a Halo development. We can assist where a fault may relate to shared distribution equipment or the operation of the network. Any issues beyond the boundary of your development are the responsibility of your local network operator.
Loss of supply affecting multiple homes
Network cabinet or pillar damage
Gate-meter or shared network issues
Suspected network equipment faults
Outage coordination
Network fault investigation
03 / WHO SHOULD I CONTACT?
Contact Halo Networks
• Multiple homes without supply
• Damaged Halo network equipment
• An urgent network fault within the
development
(09) 243 0850
Contact your electricity retailer
• Electricity-account questions
• Billing
• Plan changes
• Retailer disconnection or
reconnection
• Retailer metering enquiries
Contact an electrician
• Faults limited to one home
• Internal wiring problems
• Repeatedly tripping household
circuits
• Faulty sockets, appliances or
switchboards
• Electrical work within the property
Don't attempt electrical repairs unless you are properly qualified.
04 / REPORTING A FAULT
The right information helps us respond more effectively. Please provide:
• Development or network name
• Property address
• Your name and contact number
• Whether one or multiple homes are affected
• Time the fault began
• Any visible damage
• Any unusual smell, sound, heat or smoke
• Whether emergency services are already attending
05 / PLANNED OUTAGES AND UPDATES
From time to time, planned maintenance or network work may require a temporary interruption to supply.
Where advance notice is available, affected residents or relevant parties will be informed through the relevant channels, such as your Residents' Society.
Planned maintenance
Routine inspection, servicing or replacement work required to support continued network operation.
Network upgrades
Work undertaken to improve, modify or extend the electricity distribution network.
Urgent unplanned repairs
Some faults require prompt work that cannot be scheduled in advance.
Timing may change where work is affected by safety, access, weather or network conditions.
06 / ELECTRICAL SAFETY
Stay clear of damaged or exposed electrical equipment.
Don't touch damaged cabinets, pillars, cables or exposed equipment. Keep children and animals away. Don't enter fenced or restricted electrical areas. Don't attempt to open network equipment. Please report any vehicle impact, fire, smoke or visible damage immediately. Call 111 where there is immediate danger.
Urgent Halo support: (09) 243 0850
NON-URGENT SUPPORT
Need help with something that isn’t urgent? Feel free to email us at support@halonetworks.nz
Send us the development name, property address and a short description of the issue. We’ll direct the enquiry to the appropriate person.