For general and billing enquiries we take pride in offering a fast and easy-to-use online support service. Use live chat, the callback option or send us a message. On live chat the team should respond quickly when they're open, otherwise we aim to reply to all queries within one business day.

Your data cycle is your monthly plan cycle.

It starts the day you got connected with us.

Throughout each data cycle, your usage & tiers tick upward as you use more max speed data.

At the start of each new data cycle you return to max speeds on the 5GB tier.

Data cycles are different than billing cycles.

For example, if you get connected on the 6th of June, your data cycle will restart on the 6th of each month. The length of each cycle will vary slightly (depending on the length of the calendar month), but you'll always have 12 data cycles in a year (not 13 like some sneaky providers with 28 day data cycles).

With us, you can choose to pay weekly, fortnightly or monthly on the day that you choose, so your data cycle functions independently of your billing cycle.

You can add buddies at any time via your app or online account. You just provide your buddy's name and email, and we send them an invite to join your billing account.

Currently, you can add up to four buddies to your billing account.

The primary account holder is responsible for all charges that buddies linked to your billing Account incur, including plan charges, add-ons, roaming, international and premium calls and service charges. These charges will appear on the Primary Account Holder's invoice.

We'll email your first fortnightly bill two weeks after the date your switch to Electric Kiwi completed. If you would prefer to receive your bill each week or each month you can update your billing cycle at any time by simply logging into your online account or app.

To keep our prices low, bills can only be received via email to the email address specified for your account.

Your bill will more than likely be higher because you have used more electricity. You are charged based on the amount of electricity used per month/fortnight/week depending on your billing cycle. In general, you will use more electricity in the winter months than summer, so your bill will be higher during these times. If you would like to understand your electricity usage more, log in to your Electric Kiwi account at any time to see your daily usage. If you're still unsure, just contact us.

Your total ChargeNet EV charging sessions for the relevant billing period will be shown on the second page of your EK bill.

If you need specific timings and KWh rate breakdowns of your charges, check your ChargeNet app.

Any positive credit on your ChargeNet account will be used first (and will not be shown on your Electric Kiwi bill). Orders for an RFID fob and charging sessions at private or excluded chargers will be charged directly to your ChargeNet account, rather than your bill with us.

If you have any concerns around how your ChargeNet charges are shown on your Electric Kiwi bill, feel free to reach out to us directly. We'd recommend first checking your ChargeNet app for the specific billing period of your Electric Kiwi bill - as any ChargeNet charges outside that period will be included on an earlier or later bill.