Frequently Asked Questions

What are the benefits of a smart meter?

Smart meters are installed in the majority of homes today, and they provide some real benefits:

  • Smart meters communicate remotely, which means no more meter readers or estimated bills.
  • You can track your electricity use online by the month, day and hour. This is really handy, because the more you know about how and when you use energy, the easier it is to manage your energy spend.

Read more about the benefits of a Smart Meter here.


When will I get my smart meter installed?

We have installed smart meters to the majority of our customers nationwide and our deployment process is on-going.   We will send you a letter to advise you when we are installing at your property.

If you're eager to get a smart meter, you can enquire about getting one earlier.  A service fee will apply.  Call us on 0800 80 9000 or fill our Online Enquiry Form and we'll be in touch.


Will the power be switched off when you install my smart meter?

Depending on the location of the meter and the conditions on each site, it takes up to 45 minutes to replace the meter and check that everything is working properly.   The installer will need to switch off the power during this time. 

We recommend you switch off any sensitive equipment at the wall to avoid any possibility of damage if there is a power surge. 


Do I have to be at the property when my smart meter is installed?

If your meter is outside and easily accessible, then in most cases we can install your new meter without you being there. 

If your meter is inside, or if you've advised us that you are medically dependent on your electrical supply, please call our contractors to arrange a suitable time for the installation.   The number will be supplied on your smart meter install letter.

If you are a business, we'll call you to arrange a suitable time for the installation. 


Why havent I received a bill since my smart meter was installed?

A change of meter at a property causes a "blip" in the meter reading schedule while we update the meter details in our system, so your billing date could change or be delayed.    

Your first bill after your new meter is installed may be for a slightly longer billing period.    It's just that first bill that's affected, things will be back to normal the following month and you will be billed regularly.



How do I read my meter?

Whether your meter has clock dials or is digital, we can help you to read yours here.

Helpful guides

Although we can't help you pack, we can make it easy to get the electricity and gas sorted at your new place.

Let us know you're moving house, and we'll do the rest.

Or, if you are a new customer, get set up in just a few simple steps.

How do I arrange a new electricity connection?

Needing to arrange a temporary electricity supply to a home or building under construction, no problem. Our New Connections Team will give you all the information you need.  Simply call them on 0800 86 26 66 between 8am and 5pm Monday to Friday or if outside those times, leave a message and they'll call you back.   

To speed things up, have the following information ready:

  • The property’s physical address or DP and Lot number
  • The name(s) of the account holder(s), along with contact phone number(s), date(s) of birth and postal address(es)
  • Whether cabling is underground or overhead
  • The date you need the electricity connected

We’ll also need some electricity-specific information:

  • The site’s installation control point (ICP) number. Sometimes we can arrange this for you
  • The number of phases
  • The fuse size

If you’re connecting electricity on the Wellington Electricity, Vector, Electra, WEL, Unison Rotorua, Taupo or West Coast South Island networks we can get the ICP number from the line company on your behalf.

If you’re connecting outside these network areas, you might need to contact the local electricity line company to arrange a new ICP number.  

Is there a cost to set up a new electricity connection?

Yes, there is a $110 new connection fee that will be charged and payable on your first invoice after completion of the permanent new connection.  

If there are any additional fees and charges, our New Connections Team will let you know.

Is gas safe?

Gas is very safe, as long as the installation and appliances are up to standard. Modern appliances are fitted with safety devices to automatically shut off the appliance if the flame goes out for any reason. Be sure to service your appliances regularly for top performance and safety.
Just like electricity, petroleum and other household chemicals, you should always be careful when using piped gas or LPG. Check out Using gas safely for advice. 


Is gas available in my street?

Piped gas is available throughout most of the North Island and in some areas in the South Island. Call us on 0800 80 9000 to see if piped gas is in your street. If it’s not, we can usually deliver bottled gas to you.


How do I arrange a new Piped Gas Connection?

With piped gas you’re permanently hooked up to our gas supply for instant hot water, snuggly warmth and great cooking.

 Here’s what you do:

  • Call our Customer Care Team on 0800 80 9000
  • They’ll take your details and arrange for our Gas Connections team to call you within 3 working days of your application
  • We’ll arrange for a gas meter to be installed and your home to be connected to the main gas pipeline
  • Once you’re connected, you’ll automatically start receiving gas from us
  • Piped gas may not be available in your area and new connection fees may apply

What does it cost to connect gas?

The cost to get a gas connection can vary according to the gas appliances you install and whether you choose piped or bottled gas. 

The best thing is to talk to your local gasfitter to get a quote for appliances and installation.  We can give you information on connection costs (excluding any network costs such as getting a pipe laid from the street to your house).

If you are an existing customer moving house and wanting an existing gas supply connected, see our Moving house section.


How long does a new gas connection take?

After your gas network company has approved your connection application, it takes about 20 working days to get you connected. In busy times it can take up to 8 weeks, so it's best to let us know in plenty time.  Bottled gas can be connected more quickly.


How do I arrange a new Bottled Gas Connection?

Bottled gas might be the go if you don't wan’t to, or can’t, hook up to the mains.  No need to miss out on the roasty toasty benefits of gas.

 Here’s what you do:

  • Call our Customer Care Team on 0800 762 542
  • We’ll need to know where you’d like to put the cylinders and check if your property’s suitable