COVID-19 UPDATE

An update from us on COVID-19 and what we’re doing to help NZ, our customers and our people. Read the update

Contact & Support

COVID-19: SUPPORTING YOU THROUGH THIS TIME


We know this is a stressful time for many of our customers who may be worrying about the impact COVID-19 will have on their finances, families, businesses and health. We’re in this together and are committed to helping and supporting you through these uncertain times.


Genesis’ Care Package


Our Care Package has been extended to include anyone financially impacted by Covid-19, in addition to those who are medically dependent, elderly or in hardship.

Through our Care Package, we’ll help you in the following ways:

  • Payment plan: We want to make sure your debt doesn’t get out of control so will tailor a realistic payment plan that works for you.
  • Fees: We’ve paused late payment fees with immediate effect.
  • Payment extensions:If your bill is overdue you may be eligible to request a 14 day extension in Energy IQ If your bill is due in the next 7 days and you are worried about being able to make payments, please call us on 0800 300 400 or start a Live Chat with the team Monday to Friday, 8am - 5pm.
  • Medically dependent:We’ll support you if you have critical medical equipment powered by mains electricity, or you rely on electricity supply because of your age, health or disability, just let us know. To speak with us about critical medical supply, please call us on 0800 300 400.

Keeping the lights on, homes warm and bottled gas delivered


We’re classified as an essential service by the New Zealand Government, which means we’re working hard to continue to deliver power, gas and bottled gas. We want your energy supply to be one less thing for you to worry about, so will be making sure your lights stay on and your whanau is warm, regardless of your situation.


  • Delivering your bottled gas: There is no need to order in advance, please only order if you require your usual bottled gas delivery. Our drivers are following protocols to keep both themselves and the public safe. We ask that you maintain a distance of 2m from our drivers, and please avoid going near your gas bottles. We thank our drivers for providing this essential delivery service to you, our customers. Please show kindness during this difficult time. Tip: Order your Bottled Gas online to save time.
  • Meter reads: During this time, our meter readers will not be visiting homes or businesses. To ensure your monthly bill is based on your actual usage and not an estimate we are completing meter reads by phone and someone from Wells (our meter reading provider) will be in touch.
  • Your business and estimated reads: If your business sometimes receives estimated bills due to your meter type we may need to hear from you. If you have significantly reduced your energy consumption, or have switched off your supply please contact us so we can ensure your estimated bill is more reflective of your current situation. This may be for your electricity meter, and will affect all gas meters on your premises. We're here to help on 0800 600 900, Monday to Friday, 8am - 5pm.
  • Post Office bill payment: As Post Offices are closed, please choose another way to pay your bill such as via Energy IQ (web or app), over the phone, internet banking, direct debit or credit card. Find out more.
  • Outages: We’re working hard alongside our contractors to ensure electricity supply is one less thing you need to worry about so are prioritising emergencies, faults and reconnections.

Other support is available


The 2020 Winter Energy Payment offered by the Government has doubled and WINZ can help with COVID-19 financial assistance.

  • Winter Energy Payment: To help with managing your energy bill through Winter the Government has doubled the 2020 Winter Energy Payment for in response to COVID-19. It’s now $40.91 a week for singles and $63.64 a week for couples or families and is paid as part of the regular WINZ payment for those who are eligible from 1 May through 1 October. For more information check out WINZ: Winter Energy Payment.
  • COVID-19 Financial Assistance: Anyone impacted by COVID-19 should get in touch with WINZ to discuss options for financial assistance. You’d don’t have to be a currently eligible for a benefit to receive assistance. Find out more on the Government’s COVID-19 financial assistance page.

Energy management with Energy IQ


We know you’ll be spending more time at home and may want to understand more about your energy habits. Energy IQ provides information about your energy usage, along with forecasted usage (and spend) to help you keep track and manage your costs. Here are some of the things you can do in Energy IQ.

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