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What does all this information on my bill mean?

We agree, energy bills hold a lot of information. We've put together an example to explain all the bits and pieces. View sample bill.

We're always here to help you if you need further information. You can contact us by:

Using the online enquiry form

Calling 0800 80 9000

What are the different ways I can get my 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. 

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

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.

To find out how much energy you use in a year, sign in to My Account for your usage history.  Not signed up for My Account? No worries you can sign up for one here. Or if you're not an online customer, contact us.

You can also have a look at the ‘electricity usage’ graph on the back of your bill, or on the Contact app. Find out more about Low User plans and thresholds.

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.

Can I get more detailed usage information than what is shown in My Account?

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 to let us know and we'll be in touch to check a few details.

Once we have everything we need, results will be emailed to you within five business days. (Electricity Industry Participation Code 2010 administered by the Electricity Authority.)

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.

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

If you have your bill handy, your next meter reading date shows on the top right on the first page of your bill.

Or if you are online, go to My Account, view "Account Summary" and then select "My Account Details".

Sometimes due to unforeseen events, our meter readers may be a day or two either side of the scheduled date.

How do I know if my bill is based on an actual meter read?

If you have your bill handy, you can find this on page two of your bill. Locate where your electricity or natural gas charges are printed and here it will show the "Electricity Reading Type". Still unsure of what you are looking for? No problem, check out our Bill Example for further explanation.

The best way to request a refund is online, saving you time and hassle. Register or log in to your online account and make your way to the ‘pay bill’ section to apply for a refund”

Refunds under $300 are usually processed within 24 hours. Amounts over $300 (incl. SmoothPay/ PrePay customers) will be processed within 5 business days.

We have handy ways to help you manage your power bills and stay on budget:

• You can choose weekly or fortnightly billing to align your power bills with your pay cycle. Learn more
• SmoothPay helps you even out your energy costs so you pay the same amount throughout the year. Learn more

Contact PrePay 

Pay for your electricity up front, just like a prepaid mobile phone. You control how much you pay and when you pay. You can even build up credit to use over winter. Learn more.

Receiving a bill
We'll send you a bill every week, fortnight or month for your usage. Note that weekly and fortnightly billing is only available on electricity accounts with smart meters.

Why is my bill high?

Here’s a few reasons why your bill might be higher than normal: 

• Are you at home more than usual and therefore using more energy?
• Has there been a long spell of cold weather in your area?
• Maybe an appliance is faulty?
• Do you have any new household appliances?
• Have you checked that your hot water cylinder isn’t leaking? Has the temperature been turned up?
• If you have underfloor heating, how long do you usually have it turned on?
• If you have a heat pump, how long do you usually have it turned on?
• Do you have extra people staying?
• Have your recent bills been estimated?
• Have you checked to see if your bill covers a longer than usual time period?

To monitor your energy usage, sign in to My Account and visit the ‘My Usage’ page to see your energy usage by the hour, day or month. (The usage graph usually takes a day or two to update, so you won’t be able see what you got up to yesterday.)

These Energy Saving Tips may help you keep your energy costs down too.

What options do I have if I can't pay my bill? 

The last thing we want you to worry about is how to keep the lights on and your house warm. If you’re finding it hard to pay your bills, here’s some ways we can help:

• We can set up an arrangement, so you pay off the outstanding amount over a period of time
• Choose ‘SmoothPay’, where you pay the same amount weekly, fortnightly or monthly (whatever works for you). We work out how much this is, so it covers your energy usage all year round.
• Choose weekly or fortnightly billing to align your power bills with your pay.
• Try Work and Income for some possible extra help
• Visit New Zealand Federation of Family Budgeting Service for some great budgeting advice

Need help? Please phone us on 0800 80 80 86 during business hours and Saturdays. We’re ready to help.