Got questions about power for your business?

You’re in the right place. Browse the topics below for quick answers and helpful guidance on everything from billing to getting connected.

  • Outages & faults

    Find answers to common questions about power interruptions, fault reporting, and what to do during an outage.

    FAQs

  • Billing & payments

    Learn how to read your bill, understand charges, set up payments, and manage billing preferences.

    FAQs

  • Managing your account

    Learn how to update account details, manage your sites, and handle ownership or tenancy changes.

    FAQs

  • Plans & pricing

    Get clarity on plans, pricing structures, and how to choose the best option for your needs.

    FAQs

  • Sustainability & renewable energy

    Find out how we can help you meet your emissions goals, with guidance on certified renewable energy and carbon reporting.

    FAQs

  • Moving, joining, & getting connected

    Learn what to do when moving to a new location, joining as a new customer, or getting connected for the first time.

    FAQs

Common questions

I have no power, what should I do?

If you're medically dependent and have no power, please follow your backup plan. In an emergency, call 111. Otherwise you can report an outage or fault to us by calling us on 0800 496 777, or directly through your network.

Some networks require you to contact them directly to report an outage or network fault. You can check which networks require you to contact them directly here.

If you have power but no hot water: 

This could be a ripple relay issue (the device that controls your hot water electricity supply). It could also be that you have used all your hot water during a controlled period and need to wait for the network to restore power to your cylinder.

Before contacting us or your network, check that your circuit breakers haven't tripped. If everything looks fine, we can log a no hot water fault for you.

This type of fault is often related to your metering. Visit our Meter faults page to learn more, then call us on 0800 496 777.

If you just need a reconnection: 

In many cases, we can reconnect your site in 30 minutes or less.

Visit our Reconnection page to see what's needed and get started.

There’s a planned outage coming up, can I request a different date or time?

Although we cannot stop a planned outage from going ahead, we can request your network reschedule the outage if you have a good reason.

Often the network won’t be able to make changes, but we’re happy to pass the request on. If your network notified you directly about the planned outage, please reach out to them. 

Contact us if you would like to request a change to your upcoming planned outage. 

Can I upgrade or change my electricity meter?

Yes. Visit our Metering page to learn about the different metering options and jobs available, along with what is needed from you to get started.  
 
Some metering jobs can even be requested online. 

How do I update details or make changes on my business account?

You may be able to update your details by logging into your account via our website or mobile app, so check there first.
  
If you can’t make the change online, contact us and we’ll help.
  
If your business name has changed but your NZBN is the same, we can update the name for you. Please email us to let us know that your entity name has changed.

Can I change my payment date?

Yes, you can choose a preferred payment date. We’ll send your bill 14 days before that date each month. 
 
Contact us via chat or email and let us know what date works best, and we’ll update your account. 
 
If you need extra time to pay your current bill, you can extend your payment date by up to 7 days via by logging in via our website or mobile app. 

I have questions about my bill, how can I get help?

To see a breakdown explanation of one of our bills, please see our View / understand your bill page.

Your bill includes:  

  • Usage charges: your kWh usage × your kWh rate 
  • Daily fixed charges: your billing period in days × daily charge
  • Fixture charges, such as capacity or demand (if applicable)   
  • Discounts (if applicable)  
  • GST

Your kWh rate includes charges from the Network, Meridian, regulatory bodies, and the Government.

  • kWh = Kilowatt-hour

If your bill is higher than expected, there are a few common reasons why this might be:

  • Increased usage: You may have used more electricity than usual during this billing period.
  • Estimated readings: If your current bill is based on an estimate, it might be higher than your actual usage. Similarly, if a previous bill was underestimated, this one may be catching up.
  • Longer billing period: Sometimes, the billing period may be longer than usual, which can increase the total amount due.

We recommend checking the billing period and whether your meter reading was estimated or actual. Your bill will tell you this information on the 'Your usage' page. 

Can I add custom labels to identify my sites on my bill?

Yes. We can add custom identifiers like PO/GL codes or site names to help you identify each site on your bill.  
  
If the same identifier applies to all sites, we can add a single label that appears on your bill. 

How do I view my bills and manage my account online?

Start by visiting our website login page, or downloading our mobile app. 
 
To log in, you’ll need to set up a password. Visit our login page to log in or reset your password. Make sure your email address is verified - we send a verification email when you first sign up with Meridian. 
 
If you’re having trouble logging in, contact us via chat and we’ll help sort it out. 
 
Only one email address can be used to log in. If multiple people need access, you’ll need to share the login credentials. 

When you log in you can:  

  • View and download transactions, invoices, and statements  

  • Track and download usage data  

  • View your balance and account details  

  • Update your payment method  

  • Change some account details  

  • Provide meter readings 

  • Update meter access details 

Can I give someone else permission to talk to you about my account?

Yes. Email us their details (including who they work for, if relevant) and what permissions they should have.  
  
If you're working with a third-party energy consultant, they may ask you to complete a Letter of Authority (LoA), which they’ll send to us.

If you are raising a metering job, visit our Metering page. Some jobs can be raised online, and you will have the option to authorise the on site contact and/or your electrician to discuss the job. 

I received a rollover letter, what does it mean?

This means your current plan is coming to an end, and new rates are soon to be applied. We will endeavour to email you with your new rates at least 30 days before they take effect. 

 

We will usually give you an option to move to either fixed or variable rates (depending on availability). The email will clearly state which option will apply by default. 

 

If your site is Commercial and Industrial (C&I), also known as Time of Use (TOU), and your plan is coming to an end, please reach out to your Energy Partner (account manager).