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Frequently Asked Questions

You can get a quick price estimate using our Price Estimate Tool and the rates applicable to you.

Simply enter your address, and we'll guide you through to the next step.

The price for bottled gas varies across the country and is dependent on a number of factors including your location and transport costs.  If you’d like to know the price in your area, give us a call on 0800 762 542 and let us know where you live and how many bottles you’d like at your home.

You can view the average rates applicable to you in our Price Estimate Tool.

Just enter your address, and we'll guide you through to the next step. We can provide a rough electricity only bill estimate and rate estimation, and actual bills and rates may differ.

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:

low user

Not signed up for My Account? No worries you can sign up for here.

How the Low User plan works

On the plan, you will probably pay more in winter when you are using more power. However, you should pay less in the hotter months when you're not using so much (i.e., the heating isn't on). This means that over a one year period, overall your bills should be lower than on a standard plan.

How do I find out my rates on a Low User and Standard User plan?

Simply click on our price estimator to show you a guide for the two different rates for your place. Note, it's an estimate only based on some assumptions.

How do I know what plan I am currently on?

If you're on a Low User plan, you'll see in the Charges section on the back of your bill. Below is an example of a Low User bill. For a customer on a Standard plan, it would simply say "Daily Charge" and "All Day Economy".

Bill Example

Other things to consider:

If you think the amount of power you use is likely to go over the amounts above, then you might be better off on a standard plan. For example:

  • You’re expecting more people to live in your home
  • You’ll be spending more time there (e.g. working from home, retiring from work)
  • You’ve installed an appliance that might use more power (e.g. replaced a wood fire with a heat pump)

Sorry, Low User plans are not available for holiday homes or businesses.

Find out more about Low User thresholds.

To change to a Low User plan or a Standard User plan, click here.

Sometimes we need to charge fees for additional services. These fees cover electricity and natural gas. They’re all inclusive of GST.


Amount
Bond (minimum charge where applicable)
Residential $150
Business $500
New connection
Each new installation control point (where applicable) up to $250
Temporary builder's supply $55
Special meter read
Including check or final read $35
On-site investigation
Electricity $130
Natural Gas $90
Fault visit (If a fault is NOT a supply or metering problem)
Same business day services, call received by 4pm $110
Weekends, public holidays and after hours (4pm - 7am) $145
Non-urgent service $95
Reconnection or disconnection (Pre visit)
Smart meter remote connection/disconnection $20
Same business day service, call received by 4pm $115
Next business day service, call received by 4pm prior business day $75
Weekends, public holidays and after hours (4pm to 7am) $150
Special disconnection fee (access problems) $125
Temporary disconnection for safety (business day) $110
Disconnection for non-payment $90

Metering fees

(fees do no include the cost or related work by an electrician, gas fitter or network company)


Amount
Change of pricing plan
(no physical change to metering required and no site visit needed) $20
Metering change where site visit needed, such as a meter change
Electricity $125
Natural Gas min $125
Total disconnection (including meter removal)
Electricity $75
Natural Gas (includes distributor fee) min $290
Meter relocation
Electricity $125
Natural Gas (includes distributor fee) min $170
Meter test
Per meter tested, applies if meter proves to be accurate $200
Electricity PrePower meter (subject to availability)
Install or remove PrePower meter $140
Clear balance $120
Install or remove keypad $130
PrePower to post pay (or reverse) $120
Replacement PrePower card $10
Remote meter register
Install or remove (subject to availability and ongoing daily fee) $200
Administration
Dishonoured payment $25
Copy of invoice or transactions/consumption history $8
Paper bill $1.10
Over the counter
(each payment made at a Westpac branch or PostShop)
$1.30
Credit Card
(includes debit card and direct debit by credit card)
0.95% of the payment
Debt management fee $25
Debt site visit $90
Debt collection costs All costs
Cancellation fee (when a request for work is cancelled before it is performed or you cannot be contacted as requested) $40
Incomplete service fee (If you fail to meet an arranged appointment or provide access) $65

Notes

  • We may on-charge any fees we receive from a network company or other third party, in relation to work performed at your request
  • Special fees may apply for other services
  • Prompt payment discounts don’t apply to service fees
  • All fees include GST.

Please call 0800 80 9000 if you have any queries at all. We’re here to help.


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.

 

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 and gas to your place.  Pricing differs around the country because network companies charge different rates for different areas. Your pricing might also be different because the meter setup at your new home is different to your last place.When you move house it could be a good time to revisit the Plan that is right for you. 

Is there a fee for changing my plan?

Check the Terms and Conditions of your plan if you can change plans without paying a termination fee.  

How do I change my plan? 

Choosing the best plan is about knowing what you need and what you value.  Explore our plans to find an energy plan that's perfect for you and your property.

  • If you are online, you can let us know you wish to change plan using our Online Change Form.
  • Or, 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.