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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:


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 online services. 

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.

*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.


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.)


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, log in to My Account for your usage history.  Don't have a My Account login? No worries you can sign up for one here.

Or if you're not an online customer, Contact Us.


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.

We all have different ways of paying our bills – so we reckon you’ll find an option here to suit you. Online, direct debit, credit card, 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.

What is your bank account number?

If you want to pay us electronically, here are the details:


  • Account name: Contact Energy
  • Account number: 03 0502 0223829 03


  • Account name:  RockGas
  • Account number: 02 0544 0241419 00

Westpac Wellington

  • Account name: Contact Energy
  • Account number: 03 0502 0223829 03
  • Swift WPACNZ2W

Please send funds in New Zealand dollars.

Want to take the hassle out of paying electronically, we have other Ways to Pay that could you suit.

How do I buy more prepay?

You can buy PrePower units, by either:

  • NZPost Payments (cash or EftPos only) during PostShop business hours using your PrePower Barcode Card
  • Through the 24/7 PrePower IVR at 0800 83 2222 with PrePower Direct Debit
  • Speaking with a representative in our Contact Centre (credit card, or positive balance only) at 0800 80 9000


Why is my bill high?

It can sometimes be a classic case of little things adding up to fat savings.  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?
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.

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:

  • 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.