InCharge Terms & Conditions as at 2 October 2017

  1. These are the terms of your relationship with Genesis Energy, for your prepay electricity supply - called “InCharge”. In remaining, or becoming, a Genesis Energy prepay customer, you and Genesis Energy agree to these terms and conditions, unless agreed otherwise in writing. These terms and conditions are a legally binding document between us. These terms and conditions are effective from 2 November 2017. However, if you are an existing Genesis Energy customer on 2 October 2017, these terms and conditions will apply to you from 2 November 2017. These terms and conditions replace any previous agreement(s) we have with you. These terms and conditions apply to electricity supplied to you by us. Where we have used words in bold in these terms and conditions, they have a special meaning and are defined at the end of these terms and conditions.
  2. If you wish to contact us, please:
    1. email us at [email protected];
    2. fax us on 0800 110 999;
    3. write to us at: Genesis Energy, Private Bag 3131, Hamilton 3240; or
    4. Call our InCharge Team on 0800 606 909.
  1. How do you become a Genesis Energy Prepay customer?

    1. To apply to become a Genesis Energy prepay customer you must call us on the number set out above. We will respond to your application within 2 business days from receipt of your application. It may not be possible to install a prepay meter at all premises.
    2. We reserve the right to refuse installation of a prepay meter at your premises. Only residential customers are eligible for a prepay meter. An agreement between you and us is formed on these terms and conditions when in our sole discretion we accept your application to join us as a prepay customer. The supply of electricity to you will commence as soon as possible following our acceptance of your application. If you have moved to premises where there is a standard or postpay meter (i.e. not a prepay meter) and you started using electricity, you will still need to contact us to become a customer, and to have a prepay meter installed. If you do not contact us to become a customer, we may disconnect the property.
    3. We may also invoice you for a disconnection fee, the cost of any electricity consumed, and any other costs we incur as a result of you consuming electricity at the premises as specified in our price list. If you do not own the premises where you would like the prepay meter installed, you must have the owner’s prior permission for installation of a prepay meter. If you have moved to premises where there is a prepay meter already installed, and you start using electricity by making payments to the meter, you will still need to call us to become a customer.
    4. In the event that you don’t call us, we may disconnect the property and may also charge you a disconnection fee and any other costs we incur as a result of you consuming electricity at the premises as specified in our price list.
  1. What information do we need from you?

    1. To become a prepay customer you will need to provide us with some personal information. We may use this information for a number of purposes, including:
    2. confirming your identity;
    3. supplying you with electricity and any other products or services you have requested;
    4. administering your account;
    5. improving our customer service, including monitoring and following up queries and complaints;
    6. developing and/or improving products and services;
    7. informing you or contacting you regarding our products, brands, special offers, publications and other promotions we think you may be interested in.
    8. If any of your personal information changes (including your contact details), please tell us and we will update your account information.
  1. What do we do with your personal information?

    1. Any personal information you give us is strictly confidential and will be kept secure and held by us in accordance with the Privacy Act 1993. You can view our privacy policy on our website. That policy outlines how we deal with your personal information. You can access your personal information held by us on request and correct it if it is wrong.
  1. Can more than one person be a customer?

    1. If more than one person is the customer at any premises, these terms will apply to each of you jointly and severally. You may nominate a person to make decisions for you under these terms. However, you are still responsible as a customer.
  1. What if you have unpaid invoices?

    1. Please note that if you or any other person at your premises, have any unpaid invoices with us, we may refuse to supply electricity to your premises or accept you as a prepay customer until that invoice has been paid.
  1. What if you're moving house?

    1. If you move premises you will need to contact us prior to leaving to either obtain a refund of any outstanding credit, or transfer such amount to your new premises if you wish to continue to be a customer of ours. If we agree to supply electricity to your new premises and you continue to be a prepay customer, these terms and conditions will apply to your new premises, including the requirement to obtain the consent of the owner of the new premises for the installation of a prepay meter.
  1. What if you’re moving out but others are staying?

    1. If you leave your premises (e.g. if you move from a flat but your flatmates are staying on) and your name is on the electricity account, it’s important to tell us that you are terminating your account with us, and if necessary make arrangements to transfer it to someone else. If you wish to transfer your account to someone else at the premises, we will need to speak to that person(s) and accept them as our customer before the account can be transferred. If you remain the account holder and electricity is consumed at the premises after you leave, that electricity will be debited from any credit left on the prepay meter.
  1. What if you have a new connection, an altered connection or a reconnection?

    1. For safety reasons, if you have a new or altered electricity connection, or if your supply has been disconnected, we may require you to provide a certificate of compliance or certificate of verification from a certified service provider before we can supply you with electricity. We may also request a copy of this certificate at any time.
  1. Will the supply of electricity be continuous?

    1. Circumstances or events beyond our control (including the events specified in section 17) may cause supply to be interrupted from time to time. For example, the network company may shut down all or part of its network, or the meter company may interrupt supply for maintenance or improving the reliability of supply. The network may also be affected by a storm, high winds, third party interference like a car accident or for other reasons. We cannot give warning or notice of sudden, unplanned shutdowns or outages. We are not required to honour this agreement where circumstances or events that are beyond our control prevent us from doing the things we would normally do. In these circumstances, we will carry on honouring our obligations as soon as it is reasonably practicable for us to do so.
    2. We will give you at least 4 business days’ notice of any planned shutdowns, unless the shutdown is urgently required for reasons that were not reasonably foreseeable such that 4 business days’ notice is not possible. In the event of any urgent shutdown of this nature, we will give you as much notice of the shutdown as possible.
    3. You can call us at any time for information about any planned interruption. The time that it will take to reconnect your supply of electricity following any shutdown will depend on the network company that is responsible for the supply of electricity to your premises, as that network company will be the person which reconnects your supply. You can access a list of telephone numbers to contact us if you need to report a supply interruption, or access information about a supply interruption, on our website. Alternatively, you can contact us at any time on 0800 300 400 and we will direct you to someone who can help. Information about a supply interruption will be updated regularly in accordance with good industry practice in New Zealand. If you have sensitive equipment or property which may be affected by an interrupted supply, we strongly recommend that you protect that equipment or property in case of an unplanned shutdown or outage. Also see section 22 on sensitive equipment. In the event of a local or national electricity shortage, or in circumstances of extreme wholesale prices, your electricity supply may be rationed or restricted. Electricity may also be rationed as part of an electricity industry rationing plan.