Support for Electricity Customers Experiencing Payment Difficulties
We understand that financial challenges can arise, and we are committed to working with you to maintain access to electricity. We monitor for customer payment difficulties and send invoice reminders to alert you to missed payments. You can monitor invoices, usage and set alerts through our mobile app and website.
Please contact us if you are experiencing payment difficulties to discuss ways we can help. We will engage constructively and without judgement, recognising financial hardship can affect anyone.
We take our responsibilities seriously and want to avoid making a customer’s position worse by allowing further debt to accumulate. For this reason, we move customers who are behind with payments to weekly billing so customers can track usage and manage accumulation of debt (mitigating also sudden increases in consumption). We encourage customers to contact us to discuss whether they are on the right plan, and to check if savings can be made. An independent comparison can also be undertaken at Powerswitch.
Payment Plan
Please contact us to discuss setting up an electricity payment plan or to explore other solutions suitable for your circumstances to help you clear outstanding arrears.
We will monitor any payment plan that is agreed to check that it is working well, and let you know if you miss a payment. Please also contact us if you are struggling to meet payments.
Working with Support and Health Agencies
There are various support and budgeting agencies that can also help if you are having financial difficulty paying your electricity bill.
A list of support agencies appears below.
- Money Talks
MoneyTalks is a free and confidential financial helpline that can connect you with community services and financial mentors. You can flick a text to 4209.
Find more info here, call 0800 345 123 or you can flick a text to 4209.
- Work and Income
Work and Income provides financial support if you're on a low income or not working.
Find more info here or call 0800 559 009.
Work and Income may be able to help you with an urgent power, gas or water bill, heating costs or water tank refill if you have no other way to pay. You don't have to be on a benefit to qualify for this help, but you may have to pay the money back depending on your situation. There are also other benefits available if you are on a low income or assessed as eligible, including a Winter Energy Payment.
Further information is available here on the Work and Income website.
- Citizens Advice Bureau
An organisation that provides free confidential advice and independent information on your rights and links to the services you need.
Find more info here or call 0800 367 222.
- Powerswitch
A free price comparison site listing electricity and gas plans from retailers across New Zealand.
Find more info here.
- Debtfix Foundation
A charity helping people with complex debt issues.
Find more info here.
- Good Shepherd
A charity providing support to people experiencing harm and hardship, including interest free loans.
Find more info here.
- Age Concern
A charitable organisation supporting over 65s.
Find more info here for Auckland, Wellington or Nationwide.
- City Missions
Support for people in difficulty
Find more info here for Auckland, Wellington or Christchurch.
Please let us know if you’d like us to refer you or if you have contacted these services directly. With your consent, we will seek to refer you within five business days and will cooperate with these services.
If you are actively engaging with support agencies, we will allow you reasonable time to work with them to find a solution, and would wait at least seven days before taking electricity enforcement or disconnection steps.