The quickest way to view your bill is to sign into My Account. Sign in or register for My Account here. Once you have signed in, go to the View bill page and you’ll see the amount due and the due date, as well as the details of your most recent charges. From here you can also download your PDF invoice, or previous invoices by clicking on the Previous bills tab.
As well as your digital bill, we’ll send you your PDF invoice via email or post. Please note, if you opt to have your bill posted to you, there is a $1.10 (including GST) fee for each paper bill posted to you.
You can view your digital bill in My Account.
Your PDF invoice is your official tax invoice that is emailed to you, or if you get paper bills it’s what you receive in the post.
A key difference is that the digital bill is easier to understand and easier to get to (simply sign into My Account).
Your bill is generally made up of two main types of charges – fixed daily charge/s and variable charges.
Here are some common types of electricity variable charges. You might have a combination of these and more than one meter.
Note: there are some other charges that might appear on your bill such as ‘Day’, ‘Night’ and ‘Night Boost’. If you have a charge on your bill that is not listed here and want to know more, we’re happy to help. Please get in touch with us.
If you want to make a change, we can help you with that. There may be a charge for this and an electrician might need to do some work at your property. Please get in touch if you want to chat this through as it’s important that we work out the right arrangement for your household.
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.
Find out more about Low User plans and thresholds.
Gas meters measure energy usage in cubic metres (m³), while electricity meters measure consumption in kilowatt-hours (kWh). To keep your billing consistent, 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.
On your PDF invoice, 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".
On your digital bill, we’ll show you an alert explaining if some charges are based on estimated usage. You can also click into each service type and see if it’s based on an estimated, actual or customer supplied meter read.
On your PDF invoice, your next meter reading date shows on the top right on the first page of your bill.
In My Account or on the Contact app visit the Submit Meter Read page and you’ll see the estimated date alongside each meter.
Sometimes due to unforeseen events, our meter readers may visit your property a day or two either side of the estimated date.
Find out more about meters and connections.
To find out how much energy you use in a year, register and sign in to My Account or the Contact app to view your usage history.
Yes, we can provide more details about your electricity consumption from the last two years.
To make a detailed usage request, get in touch with us. Once we have all the information we need, your detailed usage results will be emailed to you within five business days. (Electricity Industry Participation Code 2010 administered by the Electricity Authority.)
You can request a refund easily yourself by signing into My Account or the Contact app and going to the Pay bill page. On this page check if you’re eligible for a refund and if so, request one.
Alternatively, you can call us and ask for a refund using our automated IVR. You won’t have to wait on hold to speak with us, just tell us you’re calling to “request a refund” and then follow the prompts.
Refunds take 2–5 business days to be processed and appear in your bank account.
You can request a refund if:
Note: Network credits and joining credits are not refundable.
If you request a refund your regular SmoothPay payments will increase.
Yes, you can request a refund, but our team will need to check your account first. Then they will get in touch with you to discuss the refund before it is processed. Your regular payments will increase so we need to check that it’s the best thing for you.
Yes, you can, but you need to leave at least $30 credit on your account after the refund. For example, if your PrePay account is $40 in credit you can ask for a refund of up to $10. This is to make sure you always have a buffer in your account to cover your energy costs.
Here’s a few reasons why your bill might be higher than normal:
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 to see what you got up to yesterday.)
View our energy saving tips (PDF) to help keep your energy costs down.
There are a few reasons why your bill might be lower than normal.
If none of these things ring true, or you have something else you’d like to chat through, please get in touch. We know that a low bill can sometimes mean a customer is limiting the amount of electricity being used as they may find it difficult to pay bills. If you are worried about this, here are some options we have to help you.
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 to see what you got up to yesterday.)
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:
Need help? Please phone us on 0800 80 80 86 during business hours and Saturdays. We’re ready to help.
Yes, you can. If you make a part payment, it will show on your next bill. Your payment will be spread across all your services equally if you have multiple services with us and applied to the oldest debt first.