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Help & Contact
Plans, Payments & Pricing

Plans, Payments & Pricing

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I need more time to pay

Sometimes life gets in the way of you paying your power bill on time. We’re here to help keep the lights on and your house warm and comfortable. Here are some ways to get help to pay your bill:
  • Get a 14 day extension on your overdue balance through our IVR by giving us a call on 0800 086 400.
  • Get in touch with FinCap who offer budgeting and financial advice.
  • Work and Income New Zealand might be able to give you some extra help – phone them on 0800 559 009.

 

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Request a refund

If you have a credit on your account, live chat us (or check on your app) and we’ll take a look at refunding it to you.

There is some eligibility that we’ll check for you.

If you’ve already had a refund in the last 6 months then there will be a fee that applies.
 

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Am I on the right plan?

Electricity Price Plan Check

We want to make sure you’re on the right electricity plan for your lifestyle, so each year we’ll check how much electricity you’ve used and let you know if there’s a better plan for you.

You can check that you are on the right plan yourself at any time. If you would like to change your plan, you can easily just chat with us live online or give us a call on 0800 086 400.

Here's how our 2 electricity plans compare:

Standard User
The Standard User Plan is generally the most suitable plan for customers using more than 8,000 kWh of electricity each year (more than 9,000 kWh for lower South Island customers).

The lower variable charge(s) on this plan compared to the Low User Plan means that it is usually more cost-effective for higher energy users.

Low User Plan
The Low User Plan is our low fixed-charge plan and is generally the most suitable plan for customers who use 8,000 kWh or less of electricity each year (9,000 kWh or less for lower South Island customers).

The lower daily fixed charge on this plan compared to the Standard Plan means that it is usually more cost-effective for lower energy users. This plan is only available for primary residences - not holiday homes and other properties you may own.

More information about the Low User Plan
Under electricity regulations for low user plans, the maximum daily fixed charge is 30 cents per day excluding GST after any applicable discounts have been applied. On our Low User Plan the daily fixed charge will show the amount excluding GST. This will equate to no more than 30 cents per day excluding GST.  
The Low User plan is most economical for users of less than 9,000 kWh per year for homes in the lower South Island or 8,000 kWh per year for the rest of New Zealand. Our Low User Plan is only available for your primary place of residence.

Changing plans is free of charge if you only do it once per year, otherwise a small fee will apply.

To find out more about our plans and electricity prices click here.

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Set up or change direct or auto payments

Set it and forget it. You can choose to set up payments from your credit card or direct from your bank account.

To set everything up or make changes, just go to My Account.

Change direct debit
We can adjust:
  • Frequency of payment
  • The amount you pay
  • Bank account you are paying from
  • Card you are paying from
  • Your payments from Reliabill to Recurring Payments
  • Recurring Payments to Reliabill
You can set up, change, or remove Recurring Payments at any stage in My Account.

Extra for Experts?
You can call us on 0800 086 400 or live chat with us online to help with the more difficult stuff.

 

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Ways to Pay

We know you’ve got better things to do than worry about paying bills, so we make paying your power bill easy as. Check out our payment options below and choose the one that works best for you.

Direct Debit
The easiest way to pay. Just set it and forget it. Go to My Account to set up recurring payments.

Reliabill
We’ll take fixed payments from your bank account to help make budgeting easier. You can choose weekly, fortnightly or monthly and we’ll check your payments each year to ensure you’re not paying too much or too little. Call us on 0800 086 400 to set up Reliabill.

Credit Card
You can easily pay your bill via your credit or debit card and set up recurring payments via our Mobile App or in My Account. 

Automatic Payment
Similar to Reliabill but you’ll decide the amount you want to pay each week, fortnight or month. Details to provide to your bank are:

Frank Energy Bank Account Number: 03 0584 0225333 00
Frank Energy Bank: Westpac Bank
Reference: Please use your Customer Number

Print Form

Internet Banking
Do it online. The details you will need are:

Frank Energy Bank Account Number: 03 0584 0225333 00
Frank Energy Bank: Westpac Bank
Reference: Please use your Customer Number

If paying from an International bank account please add: SWIFT CODE: WPACNZ2W

Old School
Pay at NZ Post Shops – remember to take your Frank Energy power bill as they’ll need the barcode at the bottom. There is a $1.40 payment admin fee for paying over the counter.



 

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