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Frequently Asked Questions

Your power bill - what it all means

Energy bills have a lot of information – so here’s what it all means: How to understand your bill.


How will I receive 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, from 1 October 2017, there will be 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.


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.


If I'm moving, can I keep the same pricing?

 We supply energy to most places in New Zealand, using different network companies that own the lines or pipes that bring electricity to your place. So pricing differs around the country because network companies charge different rates for different areas.

The other reason your pricing might be different is because the meter setup at your new home is different to your last place.


What is a gas conversion factor and why does this charge?

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.

Sometimes we need to charge fees for additional services. These fees cover electricity, gas and Auto LPG fuel cards. They’re all inclusive of GST.

table of service fees

table of fees 


  1. If you fail to meet an arranged appointment or provide access, the relevant service fee, as outlined above, is still payable
  2. We may on-charge any fees we receive from a network company or other third party, in relation to work performed at your request
  3. Special fees may apply for other services
  4. Prompt payment discounts don’t apply to service fees
  5. All fees include GST.
Please call 0800 80 9000 if you have any queries at all. We’re here to help.


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

Why is my bill high?

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.

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

1. Has there been a long spell of cold weather in your area?
2. Maybe an appliance is faulty?  
3. Do you have new household appliances?
4. Have you checked that your hot water cylinder isn’t leaking? Has the temperature been turned up?
5. If you have underfloor heating, how long do you usually have it turned on?
6. If you have a heat pump, how long do you usually have it turned on?
7. Do you have extra people staying?
8. Have your recent bills been estimated?  

How do I change my plan? 

Easy - just give us a call on 0800 80 9000 and we can talk you through which plan would be right for you.

If you’re changing to a pricing plan other than the low user equivalent of your current plan, you might need a new meter or modifications to your existing one. If we need to make changes to your meter set-up there’s a fee as we’ll need to send a contractor to do the work. You’ll need to arrange and pay for an electrician to do any other work, such as wiring up your hot water cylinder to a new meter.


Help with 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.
Ins & Outs

  • 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.