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    FREQUENTLY ASKED QUESTIONS

 

General

Who is Pioneer Energy Retail?

Pioneer Energy Retail is a partnership between Pioneer Energy and Pulse Energy. We are an innovative new partnership committed to changing the way customers and communities use energy services, through our vision of investing for the next generation, providing customers with alternative service to the mainstream utilities and leading the energy industry.

Who is Pulse Energy?

Pulse is a South Island owned energy retailer providing electricity and gas, servicing almost 55,000 customers throughout New Zealand. Being independent enables us to purchase the best priced generation on the market and pass the benefits onto our customers.

With South Island origins ourselves, and supporters and customers across the entire country, Pulse is excited to be the Official Principal Sponsor of the Pulse Energy Highlanders. We are proud to support the local community and keep business within New Zealand.

Pulse promises refreshing, straight forward, peace of mind electricity supply to all our customers. If you’re looking for an electricity retailer doing all it can to bring the lowest possible prices for power to consumers’ homes and businesses – keep reading and sign up.

At Pulse we believe in transparency and that includes being honest and open about our pricing and offering product choices tailored to meet all customers’ requirements. For example, at Pulse we don’t increase our prices so that we can give a prompt payment discount. We prefer to offer the best price we can from the start.

Following a takeover by majority shareholder Buller Electricity and Pioneer Energy, in 2016 Pulse Energy was delisted from the NZX. Pulse Energy is now 100% South Island owned with origins in Alexandra and Westport.

How can I sign up to Pioneer Energy?

You can sign up online here or call one of our friendly Customer Care Team on 0800 843 769

What do I do if I wish to give feedback or make a complaint?

If you have any feedback or would like to make a complaint,  please call us on 0800 843 769 (Monday – Friday 8am -8pm) or email customer.care@pioneerenergyretail.co.nz

Switching

Will my power be cut off if I switch to Pioneer Energy?

The switching process takes 10 – 15 working days and your power will not be switched off during this process.

What happens after the switch – do I need to do anything?

No, you do not need to do anything. During this time we will send you a welcome pack with information about your plan.

Pioneer Energy supply gas?

Yes, to find out more please click here

How do I move house with Pioneer Energy?

You can move house with Pioneer Energy online by clicking here and filling out the form, or if you would prefer you can call our Customer Care Team on 0800 843 769

Billing & Payment Options

Do you send paper bills in the mail?

Yes we do. However if you choose to receive your bills online you will receive a 0.1c per kWh discount.

How do I set up My Account?

You can register for My Account once you have received your first power bill. Simply follow the steps below.

  1. Go to My Account
  2. Enter your email address
  3. Enter your Consumer and Account Numbers. These can be found on the top front and back of your bill.
  4. Set a password

What are the ways to pay for my power bill?

We have a range of different payment options available to suit you.

Direct Debit (Recommended)

To set up a direct debit for your account, call us on 0800 843 769

Alternatively you can complete a Direct Debit Application here

Internet Banking

Log into your bank's internet banking before your bill is due and pay the amount shown on your bill.

If Pulse Energy is not set up as a bill payee, you can set this up with the details below (or search your bank's preferred payees for Pulse Energy):

Bank account name: Pulse Energy Alliance LP
Account number: 02-0108-0333798-029
Reference number: Use your 10 digit Pioneer Energy consumer number which can be found on the front page of your bill at the top right hand side
Particulars: Your initials and surname

NZ Post

Take your bill to any NZ Post Shop, where you can pay by cash, EFTPOS or cheque

Credit Card

If you would like to make a one off Credit Card payment, please contact our team on 0800 843 769 and have your customer number handy.

You can also automatically pay your bill with your credit card each month. To set this up please complete the Credit Card Payment Authority Form here and return it to Pioneer Energy PO Box 10044, Dominion Road Auckland 1446, New Zealand.

The name that will appear on your statement will be Pulse Energy.

Service Fees: A credit card surcharge fee will be charged and added to payments by credit card. The credit card surcharge fees are 1.30% for MasterCard and 1.05% for Visa.

Over the counter at any BNZ Bank

Bank account details

Bank account name: Pulse Energy Alliance LP
Account number: 02-0108-0333798-029

Remember to complete the reference section on the deposit slip using your consumer number

Cheque / Post

Cheques can be made out to Pioneer Energy Retail and posted along with the remittance slip to Pioneer Energy Retail, PO Box 10044, Dominion Road, Auckland 1446

Currency: All currency quoted on this website is NZD$