My Account

• Why have I received a disconnection letter?

  You have received a disconnection letter because your account is overdue. Please call us on 0800 785 733 to arrange payment to avoid disconnection. If you have made a payment before the date of the letter, please call us to confirm your payment details.

• Why do I have to give a reading to close the account?

  So we can finalise your account to actual reads and only charge you for the electricity you have used.

  If you would like us to schedule an actual read, we can organise a contractor to visit your property. The fee is $30, and we require 10-15 days’ notice.

  If you have a smart meter, please call us three days after you have closed the account and we can remotely read the meter.

• What is the delivery part for on my bill?

  On your bill we itemise each charge so you can see exactly what you are paying for. Delivery is all charges related to the delivery of your electricity, which includes Network Services, Retailer Services, Metering and the Electricity Authority Levy.

  To find out how to read your bill, click here.   

   

• Can I get my electricity stopped?

  If you are going overseas, you can turn off your main switch to stop your electricity. You will still be charged a daily fixed charge, but you should be using zero consumption. Just remember to turn it on when you get back!

  For your own personal safety, do not touch or tamper with the meter for any reason.

• Why do I pay so much for my bach when it’s empty?

  Most baches would generally be low users as they are not used all year round, however only primary residences can be on a Low User plan. This means that your bach will be on a Standard User plan, giving you a higher daily rate and a slightly lower rate for each unit of electricity you use. 

  Every electricity company in New Zealand must adhere to this regulation. To find out more about Standard and Low User plans click here. 

   

• I haven’t received a dividend from my network yet

  The annual dividend you receive is from the lines company trust in your area. To find out who your local lines company is and their contact details, click here.  

   

• Do you have an App that shows your usage?

  No, we currently don’t have an App. To find out how much power you have used over a certain period, you can request this here.

   

• How do I update my details?

  Please email customer.care@pulseenergy.co.nz. Don’t forget to include your Account Number and the details you would like to change.

• What do I do if the account holder has passed away?

  Please call us on 0800 785 733 so we can take care of this for you. Someone will either need to take over the property or the account will need to be closed. We also require a copy of the death certificate.

• How do I change the authority of my account?

  To change or add an authority to your account, please call us on 0800 785 733. The authorised person can either be financially liable or simply just be able to make inquiries about your account. We will need their full name, phone number and date of birth. 

• 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 – Saber Online
  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.