Caring for our customers during COVID-19
In this time of uncertainty, we're ready and able to offer personalised support to help customers affected by the COVID-19 outbreak.
If you’re worried about paying your bill or seeking specialised care, please get in touch and we'll discuss your options with you. If your bill is overdue, please email firstname.lastname@example.org.
Here’s how we’re helping take care of our customers.
- Specialised service: we have short and long-term personalised payment options for both arrears and future bills. Plus, we can tailor payment frequencies so you can choose whether you’d like to pay weekly, fortnightly or monthly. We’ll find a solution that works best for you.
- No late payment fees: we’ve removed late payment fees and credit reminder fees temporarily, so you won’t need to pay these if your bill is overdue.
- Keeping the lights on: we'll work with you to ensure your power isn’t unfairly disconnected due to unpaid bills because of COVID-19. We just need you to stay in touch so we’re aware of your situation.
- Account reviews: we’ll ensure you’re on the right plan to suit your power usage (Standard/Low User).
- Referrals: we can put you in touch with Work and Income (WINZ), budgeting advisory services or other social agencies that may be able to help. We’re also happy to talk to WINZ on your behalf, with your permission.
- Energy advice: we can help talk you through ways to reduce your energy use and lighten up your bills.
- LevelPay: with LevelPay, you can smooth out payments over the year by paying a set amount each month to help make budgeting easier.
- Accepting WINZ payments: WINZ can deduct a set amount from your benefit or pension payments and pay us directly on your behalf, so you don’t need to worry about arranging payments.
- Flexible payment methods: Post offices are now closed, which will affect customers who usually pay their power bill there. Also, we’re currently not accepting cheques as our staff can’t get to the post office to collect the mail. Instead, you can choose to pay a different way – like phone or internet banking, direct debit or credit card. If you’re worried about how you’ll pay your bill, or you’d like to set up a different way to pay, please give us a call and we’ll make arrangements for you.
We won’t leave you in the dark, and we’re here to support you. Again, please reach out if there’s anything you need.
Home | email@example.com | 0800 496 496
Business | firstname.lastname@example.org | 0800 496 777
Farm | email@example.com | 0800 496 444
Important information for medically dependent or vulnerable customers
Medically dependent customers
If you or anyone in your household requires the use of mains electricity for critical medical support, it’s really important you let us know. We’ll send you forms that need to be completed by your health care provider and either posted to back us in the return envelope or emailed to firstname.lastname@example.org. If you’d like us to post you a form, please give us a call on 0800 496 496.
Once we receive the completed form, we’ll make a note on your account. We’ll contact you as soon as we become aware of any planned power outages that may affect the property listed so you can relocate in advance or be ready with your safety plan.
Make sure you have an emergency plan
Bad weather or outages mean that power cuts will happen. It’s important your household takes responsibility for ensuring that alternative options such as battery power or a generator are available during an outage. Alternatively, you can relocate to a friend or family member’s house that has power.
You can also contact your local health provider to find out what your options are during the outage. The Ministry of Health website has a full list of New Zealand District Health Boards. If you ever feel your health is at risk due to a power outage, call emergency services or get to a hospital.
When power cuts are planned, for example to work on power lines, we’ll give you advanced notice wherever possible.
If you have any questions about medical dependency and your electricity, just email email@example.com - we’re here to help.
If anyone at your property relies on mains electricity for reasons of age, health or disability and any disconnection poses a threat to their health or wellbeing, please let us know so we can understand your situation.
If you’re having genuine difficulty paying your bills, we encourage you to give us a call or email. We can discuss payment options with you and put you in touch with budget advisors and other services that may be able to help, such as Work and Income.