On tap
at your
place

You can find your usage information by selecting "Usage" and then "View Usage".

The "Usage History" graph provides you with a monthly view of your usage (including your average daily spend).
If you've been with us a while, then you'll also be able to view your monthly usage compared to the previous year.

If you're on a smart meter, you may be able to drill down to daily and hourly information by using the "Current Usage" graph.
Just click on a month (bar) which will take you to the daily view, then select a day to view your hourly data.

 

You can access My Account for all your personal and small business electricity and natural gas accounts, apart from your Contact Rockgas LPG account and any PrePower accounts.

My Account isn't available to Commercial & Industrial customers on a Time of Use meter.

There are heaps of benefits you get with an online account:
- Make one-off credit card payments
- Set up SmoothPay and direct debit payments
- View bills for the last 24 months
- It's mobile friendly
- You can also use our handy app

To register, go here and:
1. Enter your email (this will become your username), account number and choose a password
2. An email will be sent to you to activate your account. Click to activate and you're done.

Select the links from the home page tiles, or from the menu. 
The menu will be across the top of the page or down the right hand side, depending on what device you are using.
Hit the Contact logo or the "My Account" header to return home.

Log into My Account and select "Billing and Payments" then "View Bills". 

Just change the button so it's "On". As long as your bill hasn't already been issued, we'll arrange for it to be changed to email billing for your next one.

You can find up to 24 months of bills by selecting "Billing and Payments" and then "View Bills".

Your next meter reading date shows on the top right on the first page of your bill. Alternatively, go to "My Account", view "Account Summary" and then select "My Account Details".

Please note the read date is always approximate, it will usually be the date we give or 1-2 either side.

It’s a good idea to change your password every now and then. Go to "My details", then "Change Password" and follow the prompts.

Don’t worry if you forget your password we have a link ‘forgotten password’ on the login page for online services.

Link to Login page

It’s easy. Go to the 'My details' tile on the home page of My Account, then select "click to update".

Already with us and moving house or adding a property? Just click here to get set up online in just a few steps. 

You can find this on page two of your bill, where you can also see how much energy you've used. Or, you can do it in My Account by selecting "view Bills" and check the "Bill Type" in the details section.

You'll see this on the "Plan and Discount" tile on the home page of My Account.

If you have more than one account, you'll need to select "My Account", then "View Account Summary" and select "My Account Details".

You'll see this on the "My Account" tile on the home page.

If you have more than one account, it show the balance for them all as a total sum. To see them itemised, you can view "Account Summary" or you'll need to select "Billing and Payments", then "View Bills".

Click on "logout" under the "My Details" menu. 

 

It’s shorthand for the amount of energy you use in an hour and is recorded on your meter. It works like this: a kWh is one kilowatt (kW) of electricity used for one hour (h).

This is how you are billed for your electricity usage.

Looking at it another way – a kWh is equal to 1000 watts used over a one hour period. For example, 1 kWh = 10 x 100 watt light bulbs burning for one hour.

The fixed daily charge appears on your bill as a ‘cents per day’ (c/day) amount. It’s made up of meter rental costs, overhead costs (including meter reading), a margin component and, in most cases, a fixed fee charged by network operators or lines companies.

Our Low User electricity price plan applies to your main home only (sorry, no holiday homes or businesses) and is designed to benefit customers who use less than 8,000 kWh of electricity per year, or 9,000 kWh if you live in some parts of the lower South Island. It has a lower fixed daily charge than our standard plans and a higher variable charge for the electricity used.

An Anytime plan supplies a property with a continuous supply of electricity to all appliances connected to that meter - 24 hours a day.

An All Day Economy has a continuous supply of electricity to all appliances except hot water, which will be on ripple control. This means, for instance, that the electricity supply for a hot water cylinder might be turned off during peak times - as determined by the network company in your area.

With this plan you usually have a special type of meter that has two registers – they record your day and night usage separately. Different rates apply for the day and the night.

It’s really geared for customers who use an above average amount of electricity at night. So if you mainly run things like dishwashers, washing machines, heaters and dryers at night, it could be the one for you. There are no restrictions on which electrical appliances you use at night – it’s up to you.

Easy - just give us a call on 0800 80 9000 and we can talk you through which plan would be right for you.

If you’re changing to a pricing plan other than the low user equivalent of your current plan, you might need a new meter or modifications to your existing one. If we need to make changes to your meter set-up there’s a fee as we’ll need to send a contractor to do the work. You’ll need to arrange and pay for an electrician to do any other work, such as wiring up your hot water cylinder to a new meter.

We supply energy to most places in New Zealand, using different network companies that own the lines or pipes that bring electricity to your place. So pricing differs around the country because network companies charge different rates for different areas.

The other reason your pricing might be different is because the meter setup at your new home is different to your last place.

Gas meters measure energy usage in cubic metres (m3 ), while electricity meters measure consumption in kilowatt-hours (kWh). To keep things consistent with billing, we convert gas cubic metres into kilowatt-hours by using a gas conversion factor.

A gas conversion factor is made up of a number of things like altitude, pressure, temperature and calorific value, and can change each month because of variations in temperature and calorific value during that time.

Simply click on your badge below or search 'Contact Energy' in your app store and you're away.

Apple Download Link Google Play Store Link

For Apple Users:

  • The app is supported on the version iOS8 and above

  • To check which version of iOS you're on, please go to your Settings, tap on General, then About

For Google Android Users:

  • The apps are supported on OS versions 4.4 and above

  • To check which version of Android you're on, please go to your Settings, tap on More, then on About Device 

  • Register so that you can start using the app straight away

  • View your current bill and when it needs to be paid

  • Make a one-off credit card payment

  • Set up or cancel direct debits directly from the app (Note: this excludes SmoothPay)

  • View your monthly usage data for the past year and compare it to the same month the year before

  • If you have a smart meter, you’ll have access to your daily usage information for the last 100 days

  • Tell us your meter reading(s) if you want to keep us up to date. You can also submit multiple meter readings all in one go

  • View your transaction history including the ability to filter by a date range

  • Get quick access to key contacts if you have faults or outages in your area

We'll keep your personal information secure and it'll be held by us in our customer database in accordance with the Privacy Act 1993 and as set out in our energy supply agreement. For full details on our privacy policy, please click here.

The app is required to be used over the Internet via data or wifi. Standard use of the app uses a minimal amount of data.

One of the key features of the app is that you can submit a meter read. This feature is not currently available anywhere else! The app is a snapshot so you can keep an eye on your account while you're on the go. Your online services account gives you a more detailed insight into your account.

It's fast and easy to pay with a credit card via the app. Or you can set up a direct debit (from your bank account).

Full terms and conditions are available to view here.

If you have a smart meter, you'll be able to see a breakdown of your monthly and daily usage. To see daily usage, you'll need to make sure you are using the latest version of the app.

To see your detailed hourly information you'll need to log into Online Services.

If you notice something amiss about the information being displayed on the app, drop us a line at customerexperience@contactenergy.co.nz and we'll have a look into it for you.

Sometimes we need to charge fees for additional services. These fees cover electricity, gas and Auto LPG fuel cards. They’re all inclusive of GST.

Bond

(Where applicable, minimum charge)
Residential
$150
Business
$500

New connection

Each new installation control point (where applicable)
Up to $250
- Temporary builder's supply
$55
- Piped LPG
Price on application

Special meter read

(Including check or final read)
$35

On-site investigation

Electricity
$130
Natural Gas
$90

Fault visit

(If a fault is NOT a supply or metering problem)
Same business day service, call received by 4pm
$110
Weekends, public holidays and after hours (4pm - 7am)
$145
Non-urgent service
$95

Reconnection/disconnection

(Per visit)
Smart meter remote reconnection/disconnection
$20
Same business day service, call received by 4pm
$115
Next business day service, call received by 4pm prior business day
$75
Weekends, public holidays and after hours (4pm to 7am)
$150
Special disconnection fee (access problems)
$125
Temporary disconnection for safety (business day)
$110
Disconnection for non-payment
$90

Metering fees

(These fees do not include the cost of related work by an electrician, gas fitter or network company)
Change of pricing plan (no physical change to metering required and no site visit needed)
$20
Metering change where site visit needed, such as meter change
- Electricity
$125
- Natural gas
Min $125
Total disconnection (including meter removal)
- Electricity
$75
- Natural gas (includes distributor fee)
Min $290
Meter relocation
- Electricity
$125
- Natural gas (includes distributor fee)
Min $170
Meter test - per meter tested. Applies if meter proves to be accurate
$200
Electricity prepayment meter (subject to availability)
- Install or remove
$140
- Clear balance
$120
- Install or remove keypad
$130
- Prepay to post pay (or reverse)
$120
- Replacement PrePower card
$10
Remote meter register - install or remove (subject to availability and ongoing daily fee)
$200

Administration

Dishonoured payment
$25
Copy of invoice or transactions/consumption history
$8
Debt management fee
$25
Debt site visit
$90
Debt collection costs
All Costs
Cancellation fee - when a request for work is cancelled before it is performed or you cannot be contacted as requested
$40

Notes

  1. If you fail to meet an arranged appointment or provide access, the relevant service fee, as outlined above, is still payable

  2. We may on-charge any fees we receive from a network company or other third party, in relation to work performed at your request

  3. Special fees may apply for other services

  4. Prompt payment discounts don’t apply to service fees

  5. All fees include GST.

Please call 0800 80 9000 if you have any queries at all. We’re here to help.

Just call our New Connections Team on 0800 86 26 66 and they’ll arrange temporary electricity supply to a home or building under construction. They’re on call between 8am and 5pm Monday to Friday. Just leave a message if you call outside those times and they’ll phone you back the next day.

Most things can be dealt with over the phone and there’s generally no paperwork. Our team is experienced and has technical backup, so they can also deal with any metering questions you have.

We’ll need the following information ready for temporary supply:

  • The property’s physical address or DP and Lot number

  • The name(s) of the account holder(s), along with contact phone number(s), date(s) of birth and postal address(es)

  • Whether cabling is underground or overhead

  • The date you need the electricity connected

We’ll also need some electricity-specific information:

  • The site’s installation control point (ICP) number. Sometimes we can arrange this for you*

  • The number of phases

  • The fuse size

We can get the ICP number from the line company on your behalf if you’re connecting electricity on the Wellington Electricity, Vector, Electra, WEL, Unison Rotorua, Taupo or West Coast South Island networks. If you’re connecting outside these network areas, you might need to contact the local electricity line company to arrange a new ICP number. Our New Connections Team will give you all the information you need.

Just call our New Connections Team on 0800 86 26 66 and we’ll start the process for you.

Call us as soon as you’ve finished and we’ll close your account and send you a final bill. You’re responsible for all our charges as long as your temporary supply stays connected – so don’t forget to make that call pronto!

Gas is cosy, quick and perfect for heating, hot water and cooking. Outdoors it’s a cracker for the barbie, outdoor heating and your pool, if you have one.

Piped gas is available throughout most of the North Island and in some areas in the South Island. Call us on 0800 80 9000 to see if piped gas is in your street. If it’s not, we can usually deliver bottled gas to you.

This can vary according to the gas appliances you install and whether you choose piped or bottled gas. The best thing is to talk to your local gasfitter to get a quote for appliances and installation, and we can give you information on connection costs (excluding any network costs such as getting a pipe laid from the street to your house).

After your gas network company has approved your connection application, it takes about 20 working days to get you connected. Bottled gas can be connected more quickly.

We might need to dig a small trench to connect you to the piped gas network. When the service pipe is in place, we’ll repair and tidy everything up.

They’re very similar in terms of usage, but natural gas can’t be stored and transported as a liquid. Of the two, LPG produces greater heat due to its higher calorific value.

No. Each type of gas requires different amounts of oxygen to burn properly, so different burners are needed in the appliances. Remember, all gas installations and conversions must be carried out by a licensed gasfitter.

Gas is very safe, as long as the installation and appliances are up to standard. Modern appliances are fitted with safety devices to automatically shut off the appliance if the flame goes out for any reason. Be sure to service your appliances regularly for top performance and safety.

Just like electricity, petroleum and other household chemicals, you should always be careful when using piped gas or LPG. Check out Using gas safely for advice.

Electricity and gas meters allow us to accurately tell how much energy you’ve used. They measure energy in units – on your gas meter one unit equals once cubic metre (m3). On your electricity meter, one unit equals one kilowatt hour (kWh). Sounds complicated but it’s just an accurate way to measure how much you use.

Typically every two or three months one of our meter readers, who will always have a card showing they’re from Contact, will call by to read your meter. You’ll be able to spot when that happens because there will be a note on your bill saying ‘based on actual read’ – so we’ve used your actual meter reading to calculate the energy you’ve used that month.

On the months we don’t take a reading, we work out an estimate of your energy use, based on what you’ve used in the past at a similar time of year. On your bill, you’ll see a note saying 'Based on estimate read.'

There are several types of meters. You’ll find all the detail here: How to read you meter

Yes - Wells is the new meter reading company for the South Island. This change will happen between November 2016 and February 2017. The Wells meter reader will carry photo ID and their logo ( ) will be on vehicles and uniforms.

Your meter read date may change but rest assured there is no action you need to take. If we need to change your meter read date, your bill may arrive earlier or later than usual, or you may receive an estimated bill. Everything will be back to normal the following month. Have some questions about this change?

No problem, click here to send us an enquiry.

There are lots of benefits:

  • Smart meters communicate remotely, which means no more meter readers or estimated bills.

  • You can track your electricity use online by the month, day and hour. This is really handy, because the more you know about how and when you use energy, the easier it is to manage your energy spend.

We are currently deploying in all areas of the country at the moment. Our deployment process is on-going. We will send you a letter to advise you when we are installing at your property.

Depending on the location of the meter and the conditions on each site, it takes up to 45 minutes to replace the meter and check that everything is working properly. The installer will need to switch off the power during this time. We recommend you switch off any sensitive equipment at the wall to avoid any possibility of damage if there is a power surge. Of course, you'll need to reset timers and clocks after the power is turned back on. 

If appliances were not turned off at the wall/switch during the installation of the smart meter, you may need to reset appliances such as your broadband router, oven, and alarms.

Our meter installers will be carrying identification, feel free to ask to see this.

If your meter is outside and easily accessible, then in most cases we can install your new meter without you being there. If it's inside, you need to provide access to a secured area, of if you've advised us that you are medically dependent on your electricial supply, please call our contractors to arrange a suitable date and time for the installation. Business customers will also be contacted to find a time that suits. The number will be supplied on your smart meter install letter.

If you have two or more meters, we may replace them with a single smart meter. This should not affect your pricing plan.


There may be exceptional circumstances where contractors are unable to install a smart meter at your property, this may occur for technical or health and safety reasons. If you are not at home during this time our contractor will leave a card to say he could not install. Please give us a call on 0800 80 9000 and we will be happy to explain what happens next.

Your first bill after the change over will show your energy use on two lines - one with the old meter reading and one with the new. There are handful of cases where your first bill could be higher than usual, such as:

  • Your old meter may have been recording a slightly lower level of energy usage than what has actually been used. We will not bill you for any 'catch-up' for past usage that the old meter has failed to record.
  • If we've been unable to read your meter over an extended period and have based your bills on estimated reads, the first bill you receive after your new meter is installed could be higher than usual, or lower than usual if we have over-estimated your usage.

Your billing date could change or be delayed depending on the smart meter installation. This means the first bill you receive after your new meter installed may be for a longer billing period than usual.

If you are a DualEnergy customer, your billing date will change slightly so your gas and electricity bills can be sent at the same time. This means the first bill you receive after your new meter is installed may be for a slightly longer billing period than usual.

Contact takes its obligation to assist customers in vulnerable circumstances seriously.

A customer is vulnerable if, for reasons of age, health or disability, the disconnection of electricity to that domestic consumer presents a clear threat to the health or wellbeing and/or it is genuinely difficult for them to pay their electricity bills because of severe financial insecurity, whether temporary or permanent.

If you think you or your family fits this description or you are finding it difficult to pay your energy bills, please contact us immediately on 0800 80 9000. We’ll discuss options such as setting up a payment arrangement, applying to Work and Income or another social agency for budgeting or other advice or assistance.

Also, if you believe that at some time in the future you may have difficulties with your payments or with communicating with us, you can appoint one or more alternate contacts who agree to assist if a disconnection or payment issue is pending. An alternate contact could be a family member or friend, or a social agency support person.

Please let us know immediately if you or someone in your house depends on mains electricity for critical medical support - where no electricity could result in loss of life or serious harm. This applies to both medical and other equipment needed to support treatment.

Please follow these simple steps to register as a medically dependent customer:

  • Call us on 0800 80 9000 so we can discuss your situation.

  • The person who is medically dependent will be asked to provide authorisation for Contact to confirm medical dependency with their health provider, or if they don't provide authorisation will be advised how to complete the necessary documentation.

  • You will be registered as a medically dependent customer only once the person who is medically dependent has provided the authorisation to Contact to confirm medical dependency with the health provider, or once Contact receives the completed documentation. Click here to download the medical dependency form.

You should then fax or post the completed form to:

  • Post: Contact Energy, PO Box 624, Wellington 6140

  • Fax: Contact Energy, 0800 370 977, Attention: Medically dependent customer

It’s vital for those who are medically dependent to have an emergency response plan in place in case there's a power outage. Power outages can happen suddenly during bad weather, if emergency repair work to your power lines takes place, or if other unexpected circumstances occur.

What to do:

  • Please ensure you always have a standby battery fully charged.

  • Go to a friend's or family member’s house where they still have electricity.

  • In serious circumstances, call an ambulance to be taken to hospital.

Sometimes unforeseen electricity interruptions occur that may damage things like your computer, TV, heat pump and other appliances. The best way to protect your equipment is to install power protection devices such as:

  • Surge protectors

  • Power conditioners

  • Uninterruptible Power Supply (UPS)

  • Residual Current Devices (RCDs) and Isolating Transformers

  • Don't touch the injured person if they're still in contact with a live electrical source.

  • Switch the source of electricity off, or if you can't, move the source away from you and the injured person using a non-conducting object like a wooden broom handle. Then call 111 for an ambulance immediately.

  • First check to see if neighbours have power – if they don’t it’s likely there’s a power cut to your area.

  • Please report any problems with your electricity supply by calling our faults number as soon as possible. We’ll report your fault to your local network operator.

  • If your property is in a remote or rural area, call our faults number to log the fault.

  • Turn off appliances at the wall. Heaters and stoves can be a fire hazard, and some appliances might be damaged when the power comes back on. Your appliances and equipment could be damaged by both electrical surges and brownouts when the power is restored.

  • If your power goes off suddenly and your neighbours' lights are still on, a circuit breaker or fuse may have tripped in your fuse box or meter board.

  • Check your fuse box or meter board to see if a circuit breaker has tripped or a fuse has failed. If you are unsure of how to do this safely, call an electrician for advice or assistance.

  • If your circuit breakers and fuses appear normal, you may have a fault in the supply to your premises.

Call our faults number if you have a gas or electricity supply problem.