Frequently Asked Questions
Got a question about your power? Find the answer in these frequently asked questions. If you can’t see what you’re after, just give one of our team a bell on 0800 496 496.
How do I update my account details?
You can easily log in online to update your account details. Just click on the settings tab and enter your password, and you’ll be able to change things like your email address, password, contact number and any authorised persons. You can also update your payment methods and unlink any old devices you no longer want to have access to your account.
Can I add additional properties to my account?
Yes, you can. If you're an existing residential customer you can log in online, then click on Account Overview and ‘add another property’. Fill out the details and you’re all sorted. Or, just give us a call on 0800 496 496 and we’ll take care of the rest.
If you’re not a Meridian customer and want to sign up multiple properties, you can either join online or give us a call and we’ll get the process started.
Can I add another person to my account?
Yes – there are two options to choose from if you’d like to authorise another person to access your account.
We can add someone as a secondary account holder, which means they have the same authority as you, and their name appears on the bill alongside yours. We’ll need the other person’s permission to do this, so it’s best to call us when you’re together. Otherwise, you can call first to give permission and then they can call to confirm.
Alternatively, we can add your chosen person as ‘authorised’. This means they can get in touch and ask any questions about your account, but they can’t make any changes and don’t appear on the account. You can do this online – just log in to your Meridian account and look under the 'Personal Details' tab in your settings.
Can I remove someone from my account?
The process for removing someone from your account varies depending on whether they’re a joint account holder (two names on the bill), or an authorised person only.
If you’d like to remove a joint account holder, we’ll need to close the current account and set up a new one just under your name. We can do this for you easily – just give us a call on 0800 496 496.
To remove an authorised person, log in to your Meridian account and remove their details under ‘Personal Details’ in your settings.
How do I see what plan I’m currently on?
Your plan details are on the tax invoice for your bill. You can find this in your online account, under the 'Transactions' tab.
What is the difference between low and standard user rates?
If you’re on a Low User option, you pay a lower daily charge but a higher rate for every unit of power used. On a Standard User option, you pay a higher daily charge but a lower rate for every unit of power used. More about Standard and Low User options.
Is a Low User option right for me?
If your annual electricity usage is less than 8,000kWh (or 9,000kWh for some areas of the lower South Island) a year, then low user rates could be the best option for you – but these rates will only apply at your primary place of residence (ie not a bach or holiday home). There are exemptions, though, so it’s best to call us on 0800 496 469 and we’ll check what’s best for you.
How do I change from standard to low user rates?
What are day/night rates?
Day/night rates, offer a cheaper power rate at night and charge a bit more for peak power used during the day. It’s a good option if no one’s home during the day, or you use an above-average amount of power at night.
Day/night rates are only available in some networks, and your meter set up may need to be changed to work with this plan (fees may apply for meter set-up changes). If you’d like to find out if day/night rates are available for you, please give us a call on 0800 496 496.
When is the night period for my rates?
For Orion and Electra networks the night period is 9pm – 7am. For all other networks that offer this plan, the night period is 11pm – 7am.
I have an electric car/electric vehicle/EV. What kind of plan is best for me?
Nice one! We back EV drivers with our Electric Car Plan, available for residential customers who own a plug-in electric car. It includes rates designed specifically for electric car users with even cheaper power from 9pm in certain networks. You get guaranteed rates* for three years, a $300 bill credit and a free smart meter install, if you don’t have one already.
How can I pay my bill?
There are heaps of easy ways to pay your bill:
- Direct debit: your bill amount is automatically taken out of your bank account each month on the due date. You can set this up in your Meridian account.
- Credit/debit card: you can set up recurring credit or debit card payments, so your bill amount is automatically taken off your card each month on the due date. You can set this up in your Meridian account.
- Direct credit: you can pay your bill via your online or phone banking.
- In person: at any Westpac branch in New Zealand (you’ll need to take your power bill with you). You may also be able to pay at a PostShop – just give us a call on 0800 496 496 to find out if you can.
If you need help paying your bill, give our team a call on 0800 496 496.
Can I move a payment date?
If you pay your bill manually and you need more time, just give us a call on 0800 496 496 and we’ll help you out. If you pay your bill via direct debit or recurring credit card, you can move the payment date yourself via your online account, as long as it’s not more than ten days after your original date.
Why doesn’t Meridian offer a prompt payment discount?
Meridian Energy was the first New Zealand electricity retailer to remove prompt payment discounts (PPDs). Why? Because we believe that prompt payment discounts are unfair, but mostly to those who struggle to pay their power bills or are late for a payment date. We replaced PPDs with new lower tariffs that we consider are simpler and easier to understand.
The Electricity Price Review commended our actions. We’re proud to be industry leaders in this area by making a decision that’s fairer for all.
What do I do if I think my bill is incorrect?
Just get in touch as soon as you can. We’ll have a look into this for you and, if it is incorrect, make it right as rain in no time.
What reference number should I use when making an internet or phone banking payment?
Please use your account number for the reference when paying your bill by internet or phone banking. This can be found on the top left corner of your bill.
How long will it take for my payment to show as paid in my bank account?
Electronic payments will usually show within two to three working days from the date you paid. Cheques will take a bit longer – usually between five and seven working days.
I have a credit balance on my account. Can I have a refund?
We’d prefer that you use that credit towards your next power bill, but in some cases we can process a refund. Give us a call on 0800 496 496 to discuss this with us.
I’m moving house – how do I move my Meridian account with me?
It's super easy to move with us. You can sort it online in a few steps with our move form.
My business is moving premises – how do I take my Meridian account with me?
It’s easy to move your power. Just give us a call on 0800 496 777 and we’ll get it sorted for you.
How much notice do I need to give before I move?
We recommend you book your move with at least five working days’ notice to ensure we can make it as smooth as possible. If you need to arrange a move urgently, give us a call on 0800 496 469.
I've moved into my new property and the power is off. What do I do?
Call us on 0800 496 496 and we’ll look into it for you. We may be able to remotely reconnect you, depending on the type of meter at your property and how the power was disconnected.
Will my rates change at my new address?
If the meter setup for your new property is the same set up as your existing property and you’re staying in the same region, then we can move your existing plan to the new property on the same rates. If the meter set up is different or you’re moving to a different part of the country, then we can still move your plan, but the rates may differ. Just get in touch and we’ll be able to let you know whether or not they’ll change.
Are there any charges or fees to move property?
If you’re just moving your power account from one house to another one that’s already connected to electricity, it won’t cost you a cent.
If you’re looking to connect a new meter (for example, if you’ve just built a new house), the cost is $85 (or $135 for urgent requests on weekends, weekdays after 5pm, or within two business days). Your local network company may apply extra charges, too.
How much does it cost to reconnect my power?
A standard remote reconnection is $25, and a standard physical reconnection is $125. However, reconnection costs will vary depending on the circumstances. There are also additional costs for urgent or rural reconnections.
To find out what type of reconnection applies to your property, give our team a call on 0800 496 496.
How long will it take for my power to be reconnected?
For remote reconnections, your power should generally be on within half an hour. For physical reconnections, the power should generally be on within four hours for urban customers or six hours for rural customers. While we will do our best to get you reconnected as quickly as possible, these reconnection times are an estimate and may vary.
Do I need to be home when my power is reconnected?
Yes, someone aged 18 or over needs to be at the property to request the reconnection, and must stay there until the power’s been reconnected.
What is a Certificate of Verification and why would I need one?
A Certificate of Verification (COV) verifies the safety of all internal electrical wiring for a property.
You’ll need one when you want to reconnect power to a property that’s been disconnected for more than six months, or change the mains connection into the house. The COV must be completed by an Electrical Inspector prior to a reconnection being raised, and you’ll need to show the reconnection contractor the documentation before they can start reconnection.
We can check if you need a COV for your reconnection. Just give us a call on 0800 496 496.
Can I get my power turned off for a short amount of time?
Yes, we can help arrange a temporary disconnection to ensure that you can work safely if you’re doing some DIY (or getting tradies in). Just give us a call on 0800 496 496.
How do I know if I have a smart meter?
The easiest way to tell if you’ve got a smart meter is to log into your online account and under the usage tab, click on 'Meter Readings'. If you have a smart meter, it will show 'actual' for the reading type and display meter reads for every day. If you don't have a smart meter, it’ll just say when it’s next due to be read.
How do I upgrade to a smart meter?
To upgrade to a smart meter, just give us a call on 0800 496 496 and we’ll get you sorted.
How do I know what my meter type is?
If you log into your online account, under 'Your Rates' in the 'Usage' tab, you’ll see the meter type above the register number. You can also find your meter type on your bill, beside the register number.
How do I know what rates my meter is set up with?
If you log into your online account, under 'Your Rates' in the 'Usage' tab, you can also find your rates on your bill.
Will it cost me to change my meter set-up?
Yes, there are fees for meter changes, except for some electric vehicle meter changes where the first meter change is free. Call us on 0800 496 496 to find out more or to request a meter change.
How do I read my meter?
You can learn how to read your meter here.
Please be safe when you read your meter. Make sure you can reach it safely, and if there are any loose or exposed wires in the cabinet, don’t touch them – just give us a call instead.
I’ve received a high bill and think my usage is too high, what do I do?
If you’ve received a high bill and you’re worried about it, get in touch and we can discuss it with you. Here are a few things to consider that could be causing higher bills:
- Check if your bill is an estimate (it will say ‘estimate’ on your bill).
- Do you leave devices plugged in all day? These continue to use energy, even if they’re not in use. You may want to turn them off at the wall or unplug them if they’re not needed.
- Has there been extreme weather recently (eg very hot or very cold)? This can affect your usage.
- Do you have any old, outdated appliances? These are often less energy efficient than newer ones.
- Have you recently started using extra electronics, or are you using electronics more often than in the past?
- Have you had more people join your household, either temporarily or permanently?
How do I track my power usage?
If you’ve got a smart meter, it’s easy to track your usage in your online account. You can log in and see your power consumption through graphs that break down your power usage into half hour segments.
If you don’t have a smart meter you can still use your online account to track your usage. Just enter your meter readings yourself on a regular basis.
How do I download my energy consumption data?
You can access your data from your online account at any time. Just log in and click on the usage tab. From there, click on the consumption data tab, and follow the instructions.
I think my meter is broken. What should I do?
If you think your meter is broken, make sure you and others stay away from any live wires and shut off the main switch (if it’s safe to do so). If there’s any smoke or sparking, call 111.
You’re responsible for any repairs or corrections required to your meter, but we can arrange for a contractor to come and inspect your meter. If you’d like to do this, just give us a call on 0800 496 496.
If the contractor doesn’t find a fault, you’ll be charged a false fault fee.
How does my meter set-up affect what I pay?
Your meter set-up – or your ‘tariff’ – determines:
- how much of your supply your lines company (or network) can control, and
- how your power is measured – that is whether your meter can measure your day and night time usage, separately. Or whether your day and night time usage is bundled together.
If you have day/night metering you may pay less for the power you use at night (if the lines company in your network area incentivises usage at off-peak times). If you have controlled/uncontrolled metering you’ll generally pay less for the power your lines company can control. If you have inclusive or uncontrolled metering then all of your power usage will generally be charged at the same rate.
If you’d like to talk to us about the best metering set up for your household call us on 0800 496 496.
What does day/night metering mean?
If you have a day/night meter your ‘day’ usage and your ‘night’ usage are measured separately. Many lines companies charge a lower rate for the power you use at night time – which goes from 9pm to 7am in Christchurch and 11pm to 7am in most other areas. Sorry Auckland, your networks don’t offer a cheaper rate for power used at night.
What does night only metering mean?
Night only metering means the power supply to certain appliances, for example a night store heater or hot water cylinder, can only be turned on at night. Night time goes from 9pm to 7am in Christchurch and 11pm to 7am in most other areas. Many lines companies charge a lower rate for the power you use at night time.
What does controlled vs uncontrolled metering mean?
If you have controlled/uncontrolled metering the power your network company is able to ‘control’ is measured separately to the power that they can’t. Most networks will give you a discounted rate on the power they can control – which is usually the supply to your hot water cylinder. This is because they are able to switch off the ‘controlled’ portion of your supply for short periods, for example when the demand on their network is high or there are faults or emergencies on their lines.
What does inclusive metering mean?
With inclusive metering, your local network company ‘controls’ a portion of your power – which is usually the supply to your hot water cylinder. However they charge you the same rate for the ‘uncontrolled’ and ‘controlled’ portions of your supply. Unlike controlled/uncontrolled metering, which usually charges a lower rate for power to appliances that are wired to your ‘controlled’ supply.
I've just bought an electric vehicle (EV) – what plans do you have for EV drivers?
I've sold my EV, can I remain on the Electric Car Plan?
I have a hybrid car. Can I still get EV rates on the Electric Car Plan?
If your car plugs into a power supply, yes you can! Our Electric Car Plan is designed for both plug-in hybrid (PHEV) and fully electric vehicles.
How do I get solar power in my home?
Keen to go solar and become a renewable energy generator yourself? Great choice!
To discuss solar power with us further, give our team a call on 0800 496 496.
Can I sell the solar power I generate back to Meridian?
Yes - we have a buy-back option for our solar customers where we’ll buy your excess solar at rates that are considered average prices on the New Zealand Electricity Market. We then apply that as a credit on your next power bill.
How do I access my account?
Your account should be active and waiting, you’ll just need to create a password. Please click here to receive an email to create your password. You will need to use the same email that you use to receive your invoices.
I don’t have an email address; how do I log in?
To access the online tools, we require an email address on your account. If you have not got an email, then you will need to create one to benefit from our online tools and app.
Where can I download the app?
Our awesome app can be downloaded for free on your phone or tablets through Google Play for Android or App Store for Apple devices. Simply search “Meridian Energy” and look for our logo.
How do I unlock my account?
I’m not receiving a verification email. What do I do?
There has been an issue on our end with having these emails sent. Please contact us so we can manually send this. Thank you for your patience while we have this resolved.
What do I do if I’ve lost power and there’s no scheduled outage?
The first and most important thing you should do during a power outage is to stay safe. Turn off any sensitive appliances as they can become damaged with fluctuating power or a surge when power is restored. If there’s no planned outage, you should report your outage to your network. It could be due to a widespread outage, or a localised fault at your home.
Why do network companies sometimes turn off the power?
Networks sometimes shut down the power supply in an area to:
- perform routine maintenance work
- ensure the safety of the powerlines/poles
- repair or upgrade their network
- ensure the ongoing stability of the supply to prevent future unplanned outages (faults).
Many networks will display their current outages and reasons on their websites.
Can Meridian arrange for the planned power outage to be postponed or cancelled?
Planned outages are run by network companies, so we’re not able to change these. Outages take place for a reason which means it’s very unlikely that the network will be able to cancel the outage or isolate a specific property from being affected.
If you’d like to know more about planned outages in your area, contact your network.
I didn't get a notification of an outage, what do I do?
If you didn't get a notification of an outage, please contact us on 0800 496 496 and we’ll help find out how this happened.
I’m medically dependent on power – what do I do if there’s a planned outage?
If you’re medically dependent on power, check the time period for the outage and activate your back-up plan to ensure your safety while the power is out. If you need help creating or maintaining a back-up plan, please contact your healthcare provider. In an emergency during an outage, call 111.
If you have any questions about medical dependency and your electricity, just give us a call on 0800 496 496– we’re here to help.
Where can I find more information about outages in my network?
Your local network company is responsible for outages, so you can check in with them if you have any questions regarding power outages in your network.
Does Meridian provide gas/LPG?
No, we don't provide gas/LPG – we only provide electricity, which we generate from 100% renewable sources.
However, if you’d like both electricity and gas, we can refer you to Elgas. They can provide gas and have an exclusive offer for Meridian customers.
Just give us a call on 0800 496 496 and we can refer you to Elgas.