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Trouble paying?

Let us know

Helping customers experiencing energy hardship

If you’re struggling to pay your electricity bills or think you will soon, please get in touch. Whether you don’t have enough money or if you’d suffer harm without power, our team can support you.

Don’t be embarrassed about letting us know. Whatever your situation, we want to help keep your power on.

We’ll work with you and find ways to make paying easier, including looking at alternatives to our standard monthly bill. We can also put you in touch with budget advisors and other people who may be able to help, such as Work and Income New Zealand.

We’ll check with you that you’re on the best plan to suit your needs. If you’re on the right plan, but still having issues paying, below are some other ways we can support you.

Flexible ways to manage your payments

Change this months payment date 

Need a couple of extra days to pay? You can move a scheduled payment date by up to 5 business days. This only applies to the current scheduled payment and does not affect future payments. We hope to support future payment changes at a later date.

How to move your payment date:  

  1. The Change Payment Date option appears in the Total Due card (the first card shown on the Home and Billing screens). The card name may vary depending on the customer's payment setup (e.g. LevelPay or Payment Plan, availability to CPD in these other card varies).
  2. Customers can only change a payment date if they have a scheduled payment.
  3. Payments are only scheduled when there is an active payment method set up for AutoPay (known in Kraken as a payment instruction) and a bill is issued.

Level Pay

With LevelPay, you’ll pay the same amount each month. Occasionally we’ll check the actual power you’ve used and adjust the payment – keeping the cost within your means.

Learn more  

Payment arrangement 

If you get behind paying your bills, please contact us. We’ll look over your account with you and create a plan for the amount you need to pay and how often to catch up on your payments. 

Meridian Energy Wellbeing Programme

We have an Energy Wellbeing Programme to support customers in energy hardship. The fund provides support through bill credits and payment plans, as well as assists with in-home assessments and interventions in appropriate situations - from curtains, to insulation and heat pumps. Get in touch to learn more about how the fund can help you. 

Get in touch with our Energy Wellbeing team