Support

If you’re finding it hard to pay your bills, or need more time, we can help.

We have some options that may be available to you, including: 

• a payment arrangement – pay off any outstanding amount over a period of time 
• SmoothPay – pay the same amount weekly, fortnightly or monthly 
• weekly or fortnightly billing – align your power bills with your pay 

There’s also Contact PrePay – where you can pay for your electricity upfront, just a like a prepaid mobile. Prepay can help you manage your power consumption and give you time to get on top of your balance.

If you’re finding it hard to pay your bills, you might be able to get extra help from Work and Income.

Check out MoneyTalks for some more options and great financial mentorship.

If you need help paying your bill, we’re here to talk through your options, call us on 0800 224 424 during business hours. 

It can take 2-3 business days after we attempt to direct debit your account for the payment to show as dishonoured. If the payment is for a bill that is due, you will need to make payment another way to ensure your account doesn’t fall overdue. 

If this is your first dishonoured payment in a 12 month period then your direct debit will still remain active, but if this is the second time, your direct debit will be cancelled and you won’t be eligible for direct debit payment, or Smoothpay for a 12 month stand-down period.

If you are on Smoothpay, we won’t attempt to take a double payment for your next scheduled payment, but your payment amount may change when we assess your Smoothpay in future. You can make a catch-up payment manually to prevent this from happening.

You can pay your bill over the phone simply by calling us and using our automated IVR, for other ways to pay have a look at our payment options.

Payments can take up to two days to show on your account.

You can see your latest payment on our mobile app or My Account.

If the payment isn’t showing, and it’s been more than two business day, get in touch on Facebook Messenger or WhatsApp and we can check for you.

We’ll need to know:  

• how you made your payment
• how much your payment was for
• the date you made your payment
• the bank account number you paid into
• the reference you used 

We’ll investigate your missing payment for you.

If it can’t be found, then we may need proof of your payment and when it was made.  

If you paid a different company, you’ll need to get in touch with them. If you need more time to pay while they help you out, we have some options for you.

If you paid us, but used the wrong account number, we can help. We’ll need to know: 

• how you made your payment
• how much your payment was for 
• when you made your payment 
• the bank account number you paid into 
• the reference you used 

Depending on the situation, we may need proof of payment, you can get in touch on Facebook Messenger or WhatsApp. You can also email us at: help@contactenergy.co.nz.