Mercury's response

14 June 2007 Mercury Energy

Xxx Sweetpea
X xxxxxxx xx
xxxxxxxxxx
Auckland xxxx

A message from Carole Durbin, Chair, Mighty River Power

I am writing to tell you about the steps Mercury Energy is taking to follow up on the issues highlighted by the recent tragic events affecting the Muliaga family of Mangere Bridge in Auckland.

First let me say how much I and everyone at Mercury Energy and Mighty River Power deeply regret what occurred. We are determined to learn from this experience for the benefit of all our customers and in particular those in vulnerable situations.

We have already taken a number of steps to help us identify and work better with those customers at risk of disconnection because of financial difficulties. We do ask that you contact us if you are having this problem. The number to call is 0800 10 18 10.

Information is also available on our website for people who are dependent on electrical medical equipment. We also have a dedicated phone line 0800 63 00 01 if customers with medical conditions require more assurance.

These are interim steps and you may expect further improvements will be made over coming weeks. Future improvements will also include the results from an independent evaluation of our disconnection procedures, and full consideration of the strengthened guidelines announced by Government.

Doug Heffernan, Chief Executive of Mercury Energy's parent company, Mighty River Power, will be keeping you informed of the improvements we will be making to protect customers better from unnecessary or avoidable disconnection.

I wish to thank the many customers who have supported Mercury Energy through this difficult time. We look forward to your continued support as we strive to serve you better.

Yours sincerely

Carole Durbin
Chair
Mighty River Power