We understand that this is a difficult time for many, and we are committed to supporting our customers. With spending more time at home, most of our customers electricity usage is increasing. Please see below for some extra information on how to manage your electricity account during this time.
We will not be disconnecting any residential customers during this time. Please let us know if you are a vulnerable or medically dependent customer by emailing firstname.lastname@example.org. A medically dependent customer is a person who is dependent on electricity for critical medical support, and the disconnection of electricity may result in loss of life or serious harm. If you are finding it difficult to pay your electricity bill please contact us. Our Customer Care Team are here to help.
If you are struggling to pay your bill, please email our team email@example.com. We can organise a payment arrangement on the overdue balance of your account. This will ensure that you are not being charged any Administration of Arrears and you will not be at risk of disconnection.
SmoothPay spreads your electricity payments evenly throughout the year, so you pay the same amount for your power bill each month. We will calculate your electricity costs over a year, and divide this into weekly, fortnightly or monthly payments – you can choose the frequency that is best for your home. On the agreed payment day, we will deduct the payment amount from your bank account by direct debit. You will still receive a bill each month so you can keep track of your energy usage and payments. If you would like to set up SmoothPay, please email us on firstname.lastname@example.org and we can help you work out what your payments will be.
During this time, it may be beneficial to check you are on the right user plan for your home. Most households in New Zealand fall into the standard user category.
You are a standard user if you use more than 8,000 kWh per year at your primary residence in the North Island or more than 9,000 kWh annually in the southern regions of the South Island.
You are a low user if you use less than 8,000 kWh per year at your primary residence (666 kWh a month) in the North Island, or less than 9,000 kWh per year (750 kWh a month) in the lower parts of the South Island. You can view your usage on the graph of the front page of your power bill. To request a user plan change, please fill in the form here.
During this time, our contractors are not able to visit your property to your read meter. If you have a smart meter, we are usually able to read your meter remotely and bill you based on an actual read (provided there is good network coverage). If you do not have a smart meter, we will bill you based on an estimate. If you do receive an estimated bill, any discrepancy between your last actual read and your next actual read would be balanced out. To provide us with an actual read, please email a photo of your meter (preferably timestamped) to email@example.com and we can update your bill.
Due to the challenging time we are in, the government has doubled the Winter Energy Payment.