Customer care

Our Te Tira Manaaki o Kenehi (Genesis Caring Team) is here for you.

An older woman sitting on a window bench talking on mobile

When times are tough, we’re here for you

Our customers can face stressful and uncertain times, worrying about finances, families, businesses, and health. We understand the impact of these concerns so have a dedicated team, standing by to chat things through with you. Please don’t hesitate to reach out to us.

We support those who are medically dependent, or those who simply need help controlling and managing their power bills.

woman on call and laptop

Help paying your bill

Worrying about paying your bills is stressful, we understand that. We pride ourselves on being here for Kiwis through good times and bad. If you’re finding things tough, our team will treat you with respect and empathy, and will work with you to keep your lights on and home warm.

And we’re always here to…

Pay in Energy IQ

If you just need a bit more time to pay your bill, you can login/register with Energy IQ and request a 14-day extension.

Critical medical supply

If for medical reasons you're dependent on electricity or gas, it's essential you tell us so we provide you with the right level of support.

Medical form

So our records are accurate, you'll need to fill out the form provided, get it signed by a medical practitioner and return to Genesis.

Power cut?

If you’re medically dependent and without power, please read this important information on what to do.

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Need to know more?

To speak with us about critical medical supply, please call 0800 400 460 or visit our dedicated webpage. We're here for you.

Introducing Te Tira Manaaki o Kenehi

Te Tira Manaaki o Kenehi (Genesis Caring Team) is here to better serve and support you through good times and bad. They’re a dedicated bunch, ready to talk options for managing your power bill.

Customer care team member on the phone

Meet the team

Introducing Sacha, Kyra and Glenda.

Sacha

Leads the payments team, been with us for 13 years. Previous work with Red Cross gave her insights into hardship - “We’re really proud of how we support customers experiencing financial hardship.”

Kyra

Knows first-hand what it means to be in hardship, been with us for 10 years - “I know what it’s like to struggle and I feel blessed to help customers in their time of need.”

Glenda

Creates positive outcomes for customers, been with us for five years - “It’s hard for people in hardship to ask for help. I’m proud we engage with customers to offer solutions and support.”

Desiree in her garden

Hear Desiree's customer care story

Desiree's story

Meet Desiree – she offers insight into how being an older customer impacts her electricity use. It’s important to us that we recognise the unique needs of our customers. We especially want our older customers to know we’re here to support them and that no matter their situation, we’re committed to finding a solution that works for them. 

If you or a loved one needs support, please get in touch.

Person holding mobile phone with energy app

Easy ways to pay

We’ve got options to help smooth out the highs and lows of your energy bills, by paying the same amount for every bill. It’s called Control-a-bill.

And our handy app, Energy IQ, helps you view bills, track your usage, and see how much electricity you’re likely to use in the coming weeks. You can even book your free Power Shout hours. Take a look.

Plenty of support available

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MoneyTalks from FinCap

Free and confidential budgeting advice to individuals and whānau. Financial mentors will help to understand your situation, organise debt and discuss a plan.

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EnergyMate

A no-cost, in-home energy coaching service for households at risk of energy hardship who are struggling to pay their power bill or keep their home warm.

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Work and Income

You could be eligible for WINZ support. WINZ also help existing beneficiaries manage outstanding bills and get your debt to a manageable level.