Responsibility to our customers

Responsibility To Our Customers - Genesis Energy NZ

At Genesis we believe we have a responsibility to our customers to ensure that we meet their electricity and gas requirements, as well as provide them with first class customer service.

Along with this we have introduced other initiatives in our business to ensure that our customers are taken care of.

Vulnerable or medically dependent customers

If you or someone in your home has critical medical equipment powered by mains electricity or is reliant on electricity for reasons of age, health or disability and disconnection of electricity may present a clear threat to your health or well-being, please contact us to discuss this. A medically dependent status can only be granted through the provision of a Medical Dependency Form, signed by your Health Practitioner. This form is available here (PDF Download) or from your primary healthcare provider. We will ensure this important information is flagged on your account.

Having Difficulties paying your electricity bill?

We understand that sometimes it can be difficult paying your electricity bill on time. We have a number of payment options available to help you.

If you’re having difficulty paying your account, please email us, or call 0800 300 400. Further information can be found here (PDF Download).

Price plan check

With the costs of energy and supply increasing, electricity prices continue to change. In order to ensure you are on the most economical pricing plan for your residential property.

Genesis has introduced our Price Plan Check. Each year we'll let you know how much electricity you've used in the previous 12 months and what our plan options are - so you can decide if you're still on the most economical pricing plan for your home.

Find out more about Price Plan Check and our different pricing plans.

Advanced meters

At Genesis, we like to make your life easier. That's why we have been upgrading old electricity meters to new Genesis Advanced Meters.

Our Advanced Meter is new metering technology that will enable us to provide an improved metering and billing service to our customers. Once our Advanced Meter is installed, you'll say goodbye to estimated readings, estimated bills and visits from meter readers.^ Instead, what your new Advanced Meter tells us you've used is exactly what you'll see on your bill. And our usage graphs show you how much energy you've used - at brekkie time, lunchtime, or anytime. Better still, you will not be charged for the upgrade of the meter.

^We may need to visit your property for maintenance or an audit after your Advanced Meter is installed.

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