My Account

• How do I check my account balance?

  To check your balance please login to your My Account. Alternatively, you can call our Customer Care Team on 0800 785 733.

   

• How do I cancel my account?

  To cancel your account, please email us on customer.care@pulseenergy.co.nz or call us on 0800 785 733.

  30 days’ notice is required to cancel your account. If 30 days’ notice is not provided, then an Early Termination Fee of $150+GST will apply.

• Where can I find my ICP number?

  Each property has a unique ICP number which identifies it on the New Zealand electricity network.

  You can find this number on your power bill, which is normally located under your invoice number. If you are a Pulse Energy customer, it’s located on the right-hand side of the second page. It is 15 digits long, mostly containing numbers however it will have a few letters.

  If you are with another retailer, your ICP number can usually be found on your meter, or if you provide us with your meter serial number, we can locate it for you.

• How do I set up a My Account?

  Registering for My Account is easy. All it takes is four simple steps:

  1. Go to My Account
  2. Enter your email address
  3. Enter your Account Number (twice) - this can be found on the top front of your bill
  4. You will then be sent a confirmation email to set up your password

  Please note that you can register for My Account once you receive your first power bill.

   

• Will registering for My Account affect my payment method or paper statements?

  You can continue to pay by your preferred payment method. If you would like to continue receiving your paper bills in the mail, you will need to un-tick the ‘send my bills to my email address’ option and update in the ‘change my details’ area through My Account.

   

• How do I change my plan?

  To change your plan, please email our team on customer.care@pulseenergy.co.nz. We allow one free plan change every 12 months. If you want to change your plan more than this, a $15.00 fee will apply.

• Is there a fee to change my plan?

  We allow one free plan change every 12 months. If you want to change your plan more than this, a $15.00 fee will apply.

• Do you assist vulnerable and medically dependent customers?

  If you are a medically dependent or vulnerable customer, please contact us on 0800 785 733 and we will make sure you are looked after. You will need to fill in the medically dependent form here.  

   

• What do I do if I am a medically dependent customer?

  If you or someone living with you, are depend on electricity for critical medical support and disconnection of electricity may result in loss of life or serious harm, please contact us on 0800 785 733 immediately. You will need to fill in the medically dependent form here.  

   

• Do I get a prompt payment discount (PPD)?

  We don’t have a prompt payment discount as we have already built this into our prices, we simply offer you a great price upfront, without any fear of losing the discount if you miss a payment. We simply charge $1.15 per day for each day you are late.

  Our Customer Care Team can help you if you miss a payment. Choosing to pay by Direct Debit is the best way to avoid this situation. You can set up a Direct Debit online here. 

   

• What do I do if I wish to give feedback or make a complaint?

  Pulse Energy aims to provide you with the best possible service. If you have any feedback you can call us on 0800 785 733  (Monday-Friday 8am-5pm), or email customer.care@pulseenergy.co.nz

  If you have a complaint, you can email us at resolutions@pulseenergy.co.nz. Our team would be more than happy to help you.

  Our staff will:

  • Acknowledge your complaint in writing within 2 working days, and respond to you within 7 working days regarding a resolution.
  • Attempt to resolve your complaint within 20 working days, however, in some cases, it can take up to 40 working days to resolve, we may write to you to explain why this is.

  You may refer your dispute to the Utilities Disputes if:

  • You are unhappy with the way we propose to resolve your dispute.
  • Your dispute is not resolved within 20 Working Days of receiving it.

  Utilities Disputes
  Freepost 192682
  PO Box 5875
  Lambton Quay
  Wellington 6145
  Freephone: 0800 22 33 40 or (04) 914 4630
  Email: info@utilitiesdisputes.co.nz
  Website: www.utilitiesdisputes.co.nz

  For more information, click here.  

   

   

• Will I still get my Lines Company Dividend?

  Absolutely. The annual dividend you receive is from the lines company trust in your area.