Billing & Payments

You can set up a Direct Debit online here.  If you have any further questions, please email us on customer.care@pioneerenergyretail.co.nz

If you would like to change the amount or frequency of your fixed Direct Debit, please call us on 0800 843 769.

If you would like to change your Direct Debit to a new bank account, please complete a new online form here.

If you would like to change the credit card details on your Direct Debit, please fill in this form here. You will need to scan and email it to customer.care@pioneerenergyretail.co.nz or post it to, Pioneer Energy Retail PO Box 10044, Dominion Road, Auckland 1446.

 Please make sure you call us on 0800 843 769 to cancel your existing Direct Debit.

To cancel your Direct Debit, please email our team on customer.care@pioneerenergyretail.co.nz or call us on 0800 843 769.

To set up your credit card to automatically pay your bill each month, please print and complete the form here.  Please scan and email the form to customer.care@pioneerenergyretail.co.nz or alternatively post it to Pioneer Energy Retail, PO Box 10044, Dominion Road, Auckland 1446.

Please note a 1.5% credit card surcharge fee will be charged and added to payments made by Mastercard or Visa. Credit card surcharge will be taken at the time of payment and will not appear on your bill.

Yes. You can pay by either Mastercard or Visa*

Simply log in to your My Account to make a credit or debit card payment, or you can contact us on 0800 843 769.

*A 1.5% credit card surcharge fee will be charged and added to payments made by Mastercard or Visa. Credit card surcharge will be taken at the time of payment and will not appear on your bill.

Of course. You will need to take your Pioneer Energy Retail bill with the attached barcode remittance slip with you. Please note, NZ Post no longer accepts cheques. To view our other payment options, click here. 

Low User option

If you use less than 8,000 units a year (about 660kwh/month) at your primary residence, the Low User option may be best for you. This rises to 9,000 units (750kwh/month) in parts of the lower South Island.

You pay:

• a lower daily fixed charge
• a higher variable charge for each unit of electricity you use. The Low User option is only available for your primary residence and not, for example, your holiday home.

Standard User option

If you use more electricity, a Standard User option may be better.

You pay:

• a higher daily rate
• a slightly lower rate for each unit of electricity you use. 

There are a couple of reasons why your bill may have been an estimate:

• The meter reader may not have had access to your property
• We might have received an actual read for your electricity but not for gas, so we have estimated your gas usage (or vice versa)
• If you have a smart meter, it may not have been communicating on the scheduled billing date

Please note, your estimate read will be corrected when you get an actual read the following month, so there is no need to generate a new bill. Your next bill from us will be based on an actual read and any difference between your last actual read and your next actual read would be balanced out. 

Non Smart Meters

Please make sure we have access to your meter so we can read it to make sure your bill is up to date and accurate. If we are unable to access your meter, we will leave a card in your mailbox to let you know. If you do receive an estimated bill, any difference between your last actual read and your next actual read would be balanced out so there is no need to generate a new bill.

Smart Meters

Smart meters rely on good network coverage. If the meter signal is unavailable or weak, we may not be able to get a remote reading. If this happens, we may need to send you an estimated bill or visit to read your meter. If your main switch is turned off, we won't receive any data for that period.

We try to bill you every month, however sometimes we have not received a reading for your electricity or gas in this time frame. As we want to get a bill to you monthly, we have only billed your electricity (or gas) that we have readings for.

Please feel free to email a photo of your actual reading to customer.care@pioneerenergyretail.co.nz and we will update your bill to reflect both your electricity and gas charges.

Yes. You can choose to have your bills posted or emailed to you.

Your estimate read will be corrected when you get an actual read the following month, so there is no need to generate a new bill. Your next bill from us will be based on an actual read and any difference between your last actual read and your next actual read would be balanced out.  

For more information on why your bill may have been an estimate, click here.