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Frequently Asked Questions

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

If you're on certain plans and receive bills and correspondence by email you could get an extra discount - check out our plans.

*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.

Helpful guides

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.

There are a number of ways to pay your power bill and a choice of easy payment options. Learn more

Helpful guides

Why is my bill high?

It can sometimes be a classic case of little things adding up. We've put together some Energy Saving Tips to help you keep your energy costs down.

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

  • Has there been a long spell of cold weather in your area?
  • Maybe an appliance is faulty?
  • Do you have 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?

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.

Helpful guides

What options do I have if I can't pay 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.
  
Some ways to get help to pay your bill:

If you have an existing PrePower meter fitted at your house, you can buy electricity over the phone or at your local PostShop – a minimum of $20 or a maximum of $200 at a time. You’ll get a 20 digit code you enter on your meter. The meter displays how many units of electricity you have left to use – so you can check it any time and make a top up when it gets low. 

Call us on 0800 83 2222 if you need to:

  • Buy electricity
  • Know what your last purchase code was, should you lose it
  • Check your account balance

PrePower is no longer available for new customers.

Emergency Power

If you haven’t been able to top up your PrePower and you’re running short, you can get a small amount of emergency power to see you through. You need to be up to date with your payments and have a credit card or money in your Contact account. If you have Direct Debit set up, you can quickly use that. You can then repay the amount when you purchase your next lot of power.

Download PrePower special terms.