Oops... No content has been passed

FAQs

Why should I register for an online account and how should I do it?

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.

 

How do I find my way around my online account? 

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.

 

Can I look at all my Contact electricity and gas accounts online?

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.

Where do I find my usage information?

You can find your usage information by selecting "Usage" and then "View my 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 clicking the "Your Last 100 Days Usage" button.
Just click on a month (bar) which will take you to the daily view, then select a day to view your hourly data. 

 

 

Can I get even more detailed information about my usage information?

Yes, we can provide more details about your electricity consumption from the last two years. It’s simple to make a request, just email us here to let us know you’re after this information and we’ll come back and let you know what details we need from you. Once we have everything we need, results will be emailed to you within five business days. By doing so, we are meeting our obligations under the Electricity Industry Participation Code 2010 administered by the Electricity Authority.

 

How do I change from paper to email billing?

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.

*From 1 October 2017, there will be a $1.10 (incl GST) fee charged for each paper bill sent to you in the post. 

 

Where do I find my bills, both recent and previous?

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

 

Where can I see when my next meter reading is due?

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.

 

How do I know if I've had an estimated or actual meter read?

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.

 

How do I know what my prompt payment discount (PPD) is?

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".

 

Where do I find my current account balance?

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

If you have more than one account, it shows 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".

 

How do I sign out?

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

How do I change my password?

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

I have forgotten my password - how can I reset it?

Don’t worry if you forget your password you can click on the "forgotten password" link on the login page for online services.

How do I change my email or contact details?

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

I'm moving house. How do I do that online?

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

 

I want to add a property to my account. How do I do that online?

Already with us and want to add a property to your account? Just click here  to get set up online in just a few steps. 

I want to change my plan. How do I do that online? Just click here and you can do it online.

 

Where can I download the app from?

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

Contact Energy Apple App Store Contact Energy App - Google Play Store


What devices are supported by the app?

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 

 

What can I do on the app?

  • 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

 

Is my information secure in the app?

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.

 

Does the app use my mobile data?

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.

 

What's the difference between my online account and the app?

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.

 

If I have any questions about the app - who do I contact?

Send us an email at customerexperience@contactenergy.co.nz

 

How can I pay my bill via the app?

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

 

I can see my monthly and daily usage but what about my hourly usage?

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.

 

My information on the app is incorrect, who do I talk to about this?

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.

AA Smartfuel is Contact’s new rewards partner. 
It is a loyalty programme where you can earn fuel discounts each month when you are on a Contact Fuel Rewards plan.  You can also swipe your AA Smartfuel card at other participating retailers to collect and accumulate additional fuel discounts!
To redeem your rewards, just fill up and swipe your AA Smartfuel card at a participating BP or Caltex service station, request to redeem your accumulated discounts, and receive the amount off each litre you purchase up to 50 litres!

 

We have some great new Fuel Rewards plans available for residential and business electricity customers which offer AA Smartfuel discounts. More information on our business Fuel Rewards plans coming soon. 

You can collect AA Smartfuel discounts by signing up to one of our Fuel Rewards plans and providing us with your AA Smartfuel card number.

Each of our Fuel Rewards plans have monthly AA Smartfuel and prompt payment discounts.

You can track your fuel discounts from Contact and other participating retailers on the AA Smartfuel app, you can download this on your smart phone, check out the AA Smartfuel website for more information.

Starting 1 July 2017, you will not be able to switch to our Fuel Rewards plans until your current plan ends. If you have questions, please use our enquiry form and we'd be more than happy to answer them.

You can pick up a free AA Smartfuel card from your local BP, selected Caltex and Countdown stores.  Once you have your card, you need to then register your card directly with AA Smartfuel. 

There are three ways to register your card.

-Download the AA Smartfuel free app

-Online via the AA Smartfuel website.  

-Call 0800 842 877.

You’ll receive email confirmation when your card is registered.

You sure can!  AA and Countdown have their own branded AA Smartfuel cards, but you can still use these cards to accumulate AA Smartfuel discounts with Contact!

Once you have your card, you need to provide us with the card number, you can do this by logging into your My Account online services, or calling us on 0800 307 000. 

Don’t forget to ensure you have signed up to one of our Fuel Rewards plans to ensure you are rewarded with AA Smartfuel discounts.

Your power bill - what it all means

Energy bills have a lot of information – so here’s what it all means. Link to example bill (.pdf)

 

How will I receive my bill?

We can email your bill or send it to you in the post. You just need to let us know which correspondence method you prefer. If you're on certain plans and receive bills and correspondence by email you could get an extra discount - check out our plans to find out more.

Your most recent bill can be viewed in our mobile app. You can also view previous bills on your My Account.

*From 1 October 2017, there will be a $1.10 (incl GST) fee charged for each paper bills sent to you in the post. 

 

What is a kWh?

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.

 

What goes into the fixed daily charge amount?

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.

 

Am I a Low User?

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.

 

What is the difference between Anytime and All Day Economy pricing plans?

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.

 

What is a Day/Night pricing plan?

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.

 

If I'm moving, can I keep the same pricing?

 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.

 

What is a gas conversion factor and why does this change?

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.

You can use our Price Estimator tool here. However, it will be a rough electricity only bill estimate and rate estimation - actual bills and rates may differ.  Gas rates are based on the prices that apply in Auckland Central to properties connected to the Vector gas network.

The estimate is based on a couple of things:
- our Freedom plan, a simple Anytime or All Day Economy option which may not match actual set-up for your home,
- average consumption in your region for summer/winter and you being a low user.
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 $150Business $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.

 

We all have different ways of paying our bills – so we reckon you’ll find an option here to suit you. Online, direct debit, cheque, cash or Eftpos. We even have a system that smooths out payments throughout the year. Nobody gets excited about paying bills, so we try to make it easier with some inviting discounts for paying on time.

 

Ways to get your bill

You can get your bill by email or post.

Email billing is free and convenient, and you can easily see how much you owe in the email we send you each month with your bill attached. It's simple to sign up for email through My Account online services. Having an online account can be really handy as you can see your previous bills, plus get other handy account information through our website or app.

*Paper billing is also an option if you like to do things that way. Please note, from 1 October 2017, there will be a $1.10 (incl GST) fee for each paper bill sent to you in the post.

Why is my bill high?

We're happy to talk to you about your usage if you're concerned about higher than normal invoices or want to reduce your bill amounts. We can also look at payment methods that might suit you, as well as making sure you're on the right pricing plan for your usage. If you want to talk things through, just give us a call on 0800 80 9000.

To help make sense of things, here are some reasons why your bill might be bigger: 

1. Has there been a long spell of cold weather in your area?
2. Maybe an appliance is faulty?  
3. Do you have new household appliances?
4. Have you checked that your hot water cylinder isn’t leaking? Has the temperature been turned up?
5. If you have underfloor heating, how long do you usually have it turned on?
6. If you have a heat pump, how long do you usually have it turned on?
7. Do you have extra people staying?
8. Have your recent bills been estimated?  

How do I change my plan? 

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.

 

Help with my bill

If you’re finding it hard to pay your bills because things are pretty tight, there are ways we can help you. The last thing you want to worry about is how to keep the lights on and the house warm.
 
Ins & Outs

  • We can set up an arrangement so you pay off the overdue amount over a period of time.
  • SmoothPay helps you even out your energy costs so you pay the same amount throughout the year.
  • PrePower lets you prepay your electricity making it easier to keep a close eye on the energy you’re using.
  • You might be able to get extra help from Work and Income phone 0800 559 009.
  • There’s some great budgeting advice out there. A good place to start is New Zealand Federation of Family Budgeting Service.
  • Please phone us on 0800 80 9000, we’d like to help.

What are the benefits of a smart meter?

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.

 

When will I get my smart meter installed?

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.

 

How long does it take to install a smart meter? Will the power be switched off?

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. 

 

Some of my appliances are not working after the installation of a smart meter, what do I do?

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.

 

How do I recognise a smart meter installer?

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

 

Do I have to be present for the installation of a smart meter?

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 electrical 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.

 

What happens if I have more than one meter at my property? 

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

 

 

The contractor has advised me that he cannot install a smart meter at my property, what happens next?

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.

 

What will my first bill look like after a smart meter is installed?

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 a 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.

 

Why have I not received a bill after a smart meter has been installed at my property?

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 is 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.

 

How do I read my meter?

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

 

What's the difference between meter readings and estimates?

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.'

 

Have you changed the Meter Reading Company in the South Island?

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.

How do builders and electricians arrange connection?

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.

 

Is there any cost in setting up a new electricity connection?

There is a $110 new connection fee that will be charged and payable on your first invoice after completion of the permanent new connection.  Our New Connections team will let you know about any additional fees and charges.

 

How do I convert a temporary supply to a permanent connection?

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

 

What if I just want to disconnect a temporary supply?

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!

What can I use gas for?

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.

 

Is gas available in my street?

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.

 

What does it cost to get connected?

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).

 

How long will it take to get connected?

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.

 

Will my driveway be dug up?

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.

 

LPG vs Natural Gas

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.

 

Can I use LPG in natural gas appliances or vice-versa?

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.

 

Is gas safe?

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.

 

How do I arrange a new Piped Gas Connection?

With piped gas you’re permanently hooked up to our gas supply for instant hot water, snuggly warmth and great cooking.

Here’s what you do:
Call our Customer Care Team on 0800 80 9000
They’ll take your details and arrange for our Gas Connections team to call you within 3 working days of your application
We’ll arrange for a gas meter to be installed and your home to be connected to the main gas pipeline
Once you’re connected, you’ll automatically start receiving gas from us
Piped gas may not be available in your area and new connection fees may apply

 

 

How do I arrange a new Bottled Gas Connection?

Bottled gas might be the go if you don't wan’t to, or can’t, hook up to the mains.  No need to miss out on the roasty toasty benefits of gas.

Here’s what you do:
Call our Customer Care Team on 0800 762 542
We’ll need to know where you’d like to put the cylinders and check if your property’s suitable

 

 

 

 

You're only steps away from generating your own power

1) Contact Energy doesn't sell or install solar panels/systems or other generation equipment. This is organised by specialist generation providers. Your first step is to contact your preferred provider to find the best solution for your energy needs.

2) Your next port of call is your Network Company to apply for a connection contract. The connection contract will permit you to connect new generation equipment and allows you to send any surplus energy into the Network. Click here to help you contact your local Network Company.

3) With the help of your generation provider, you can then arrange a qualified installer/electrician to help with the job (including certification of the generation equipment).

4) To enable you to sell any surplus energy back to the grid, you need a special import/export meter installed. That's where Contact comes to the rescue. A distributed generation meter has 2 registers, one to record the energy you use and the other register to track any surplus you will sell back to Contact.

5) If you're not already a Contact customer, sign up with us now. When you're ready, complete your online application form to request a distributed generation meter (also referred to as import/export meter) be installed.

6) Provided you have met all the application form requirements and your electrician got the wiring and required certification in place, Contact can order your distributed generation meter and organise a contractor to replace your current meter.

7) Once your generation equipment is installed and certified and your new import/export meter is in place, you can start selling your surplus energy to Contact.

How much does Contact pay for any surplus energy exported to the grid?

Distributed generation rate for less than 10 kilowatt peak (kW) standard metered sites:

Our offer is 8 cents per kilowatt hour (kWh) excl. GST for any electricity that you export to us (prices are subject to change with 30 days' notice).


Distributed generation rate for greater than 10 kilowatt peak (kW) standard metered or time of use metered sites:

Price on application. Call 0800 271 271 or click here to send us an e-mail. We will take a look at your supply details and discuss our price offer with you.

 

How will I know if the capacity of my distributed generation is less than or greater than 10kW?

Your electrician will be able to tell you. You may also find this information on the Network connection/approval letter confirmation if you already applied for a connection with your Network Company.

Note: The majority of residential solar installations will be under 10kW.

 

How much does it cost to install an import/export meter?

The installation of an import/export meter will incur a cost of $125.

Additional costs outside the installation of the meter should be discussed with your installer or electrician prior to Contact requesting the new meter be installed. It's important to note that we may not be able to install distributed generation metering at sites where there is asbestos, a meter mounted directly to a house with no fire proof meter box or where the meter is not protected from the elements, substandard wiring, etc...

In relation to the above, if our contractor attends and finds your meter board or the wiring does not measure up, we'll let you know and we can talk through options with you.

 

Will I retain the pricing plan which currently shows on my Contact bill?

If you apply to have an import/export meter installed, your current meter will be replaced with an import/export meter. This may mean that the pricing plan we currently bill you on may need to change to ensure it is compatible with the new import/export meter set up.

If we find that your current pricing plan needs to be changed, we will contact you to discuss the pricing plan options for your import meter load.

Who can tell me what type of generation will be suitable for me and who will install the equipment?

Talk to and get advice from your preferred provider for sustainable electricity options and generation equipment.

 

Will I need to install my solar panels, wind turbine or similar prior to having the export meter installed?

Contact's expectation is that the customer should contact their Network Company and Contact before completing any installation of generation equipment.

  • Requirements vary between each Network and Contact recommends that the installation of the distributed generation meter occurs on or as close to when the generation system installation is completed and ready for use.

How does an import/export meter work?

A distributed generation meter has 2 registers, one to record the import meter usage and the other register which records any surplus power you sell back to Contact Energy.

 

Who will install the new meter and how long will it take?

Our Field Services Contractor will install your meter once your application has been approved. Ensure your electrician has completed any necessary wiring before our contractor installs the meter and has arranged for any inspections and/or certificates of compliance.

It can take up to 30 working days to have an import/export meter installed and the contractor may attend on any day within that time frame. Once installed you can start selling back your surplus energy to us.

 

Can I have a smart meter?

We endeavor to install our distributed generation metering using smart meters wherever possible.

At this stage we don't have the ability to receive remote reads on all smart distributed generation meters but are working towards a solution for this in the near future.

 

Will you read my import/export meter each month or do I need to read the meter myself?

We will read your meter regularly (provided that you give us access to your premises during normal meter reading service hours). Our meter readers will call to read your meter, typically every two or three months.

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.'

 

Can I store my export meter usage and use it in Winter?

Any surplus energy you generate cannot be stored for future usage unless you have a battery installed at your home. We will buy back any surplus energy you generate.

 

 

I'm building a new house and am interested in having a distributed generation meter put in. Who do I contact to arrange a new connection?

We can help you with that. If you are building a new home, follow the advice under new electricity connections.

What do I need to do before I can apply for an export/import meter?

  • Be a Contact customer at the address you would like the new import/export meter installed. You can sign with Contact up here.
  • If you're not the property owner, you must get consent from your Landlord/Property  Manager to install the new meter.
  • Apply for a connection with your local Network Company and wait for your letter of approval. Click here to help you contact your Local Network Company.
  • Discuss, select and purchase the generation equipment and organise a qualified installer to install it.
  • Check if you need any resource and/or building consents depending on the generation type you selected.
  • Get your electrician to get the wiring ready and arrange inspections/certificate of compliance requirements.
  • It is preferable that you ensure your solar panels, wind turbine or similar have been installed, or are in process of installation, and will be ready to wire into the new distributed generation meter when the contractor attends.

 

How do you pay me for the surplus export meter units?

For new customers, effective 1 June 2016, Contact will include the amount of distributed generation you're selling back to us on your electricity bill, where applicable.

We're currently in the process of writing to our existing customers who have a distributed generation meter, and the plan is to move them all across to this new and improved billing process in the coming months.

 

Are there special terms and conditions that apply and where can I view these?

You can view the terms and conditions here.

 

Who can I contact if I have additional questions?

Distributed generation output for less than 10 kilowatt (kW):
Click here to send us an email.

Distributed generation output for greater than 10 kilowatt (kW):

Contact our Account Management Team on 0800 271 271 or click here to send us an email.

 

What will I need to do if I'm ready to apply?

  • Sign up here to be a Contact customer. For existing customers, read the instructions below
  • Check that you have received a copy of your network application form
  • Check that you have received your letter of approval from your local network company
  • Organise a qualified installer to install your purchased generation equipment (this should already be underway or almost completed when sending your application)
  • Ensure your electrician has completed any necessary wiring before our contractor installs the meter and has arranged for any inspections and/or certificates of compliance
  • Complete our online Distributed Generation application form by clicking here.

 

Do you or anyone at your address depend on electricity for critical medical support?

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

     

 

If I am medically dependant or know someone who is, how can we prepare for an electricity outage?

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.

 

 

What are the options for those who are vulnerable and may not be able to pay their bill?

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.