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We're here to help

When it comes to power and electricity, we know our stuff. And we want to make sure that you do too. From moving house to understanding your rates, if you’ve got questions, we’ve got answers right here.

Moving

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 or Chat with us and we’ll get it sorted for you. 

How much notice do I need to give before I move?

We recommend that you book your move with us at least five working days’ notice to ensure we can make it as smooth as possible. If you need to arrange a move urgently or you have no power at the property, either Chat us or give us a call on 0800 496 496. 

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 new property and how the power was disconnected. We recommend that you call us from the site/property to avoid any unnecessary delays.

Will my rates change at my new address?

If the meter setup for your new property is the same as your existing property and you’re staying in the same region and price category, 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. Still not sure? Just get in touch and we’ll be able to let you know.

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. For our customers who have agreed to a contracted period, we can continue the arrangement at your new property. If your power has been disconnected, there will be a fee, and this will be advised at the time of arranging your reconnection. 

If you’re looking to connect a new meter (e.g. if you’ve just built a new house), there’ll be additional costs relating to this.  Your local network company may apply extra charges, too. If you’ve got any more questions, please Chat or email us. 

Billing and payments

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 on your nominated due date. This can be weekly, fortnightly or monthly and 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 Post Shop.

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 payment 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. In 2018, 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. 

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  or use Chat to discuss this with us.

Account

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. 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.

If you need help, you can also Chat or email us! 

Does Meridian have a mobile app?

Yes! We have the Meridian Mobile App. Simply download the app and log in with your Meridian registered email address. You can view your usage, your bills and manage your account information. Currently 95% of our Meridian customers can access our app. If you are unable to log in, please drop us a Chat or an email. You can also still log in to your online account. 

You can find the app in the Google Play Store or Apple Store. 

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. If you need help, just drop us a Chat or email, or 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.

If you need help, just drop us a Chat or email.

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 close my account?

To close your account with us, you can Chat, send us an email, or give us a call on 0800 496 496

Pricing and Plans

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. You can also find your rates on our App.

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 exceptions, though, so you can Chat, send us an email, or give us a call on 0800 496 469 and we’ll check what’s best for you.

How do I change from standard to low user rates?

If you’re eligible, it’s easy to swap between low and standard user rates on our online form, or Chat  or email us.

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.

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, you can Chat, send us an email, or give us a call on 0800 496 496.

When is the night period for my rates?

If you’re in the Christchurch region, the night period is 9pm – 7am. In most other areas, the night period is 11pm – 7am. Unfortunately, in Auckland, networks don’t offer a cheaper rate for power used at night. 

Find your network company.

I have an electric car/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 fixed rates* for three years, a $300 bill credit and a free smart meter install, if you don’t have one already.

*Terms and conditions apply

Reconnections

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, Chat, send us an email, or give us 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 Chat, send us an email, or 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 Chat, send us an email, or give us a call on 0800 496 496.

Electric vehicles

I’ve just bought an electric vehicle (EV). What plans do you have for EV drivers?

Great choice! We’ve designed an Electric Car Plan just for EV drivers and it comes with a $300* bill credit to help cover the cost of charging an EV at home.

Find out more and enquire here.

*Terms and conditions apply.

I’ve sold my EV – can I remain on the Electric Car plan?

The Electric Car Plan is for EV owners only. However, you can switch to our standard day/night plan if it’s available in your network. Chat, send us an email, or give us a call on 0800 496 496 to find out more.

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.

Solar

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.

Outages

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. Planned 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 an outage?

When power cuts are planned, eg to work on power lines, we’ll give you advanced notice wherever possible. A safety and emergency plan will help keep you safe when bad weather or outages cause unexpected power cuts. It’s also important that 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.

If you have any questions about medical dependency and your electricity, just email md@meridian.co.nz - 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.

Other services

Does Meridian provide gas/LPG?

No, we don't provide gas/LPG – we only provide electricity.

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.

Who is Elgas?

Elgas is one of New Zealand's largest LPG retailers, operating in most parts of the North and South Islands.

To learn more about Elgas and their products, click here.

Does Meridian provide internet?

No, we don’t provide internet services.