My Account

To check your balance please login to your My Account.

Your bill could be higher than expected due to a few reasons:

• Your bill may have been generated based on an estimate read. If you do receive an estimated bill, any difference between your last actual read and your next actual read would balance out. You can check your consumption and type of reading on the back of your bill.
• You may have been billed for a longer period than usual – you can check the number of days you have been billed for on your bill.
• You may be on the wrong user plan. To check what user plan is right for your home, click here.
• You may have had visitors staying with you during this period
• You may have used your heater or air conditioning more than usual
• Your gas heater or heat pump may need a service
• You could have a faulty appliance that is using more electricity then it should. Read below for information on how to do a “two-man test”

To check if one of your appliances is faulty and using more electricity than it should, you can do a “two-man test”:

1. Turn off all appliances in your home (including hot water cylinder) and take a meter reading
2. Have a friend stand at the meter while you turn on one appliance and see how much the meter reading increases
3. Then turn this appliance off, go to another one and turn it on
4. Go through each appliance one by one. If you notice one appliance is causing the meter reading to increase much faster than other devices, this could mean that the appliance is faulty and using more electricity than it should

 If you believe an appliance is faulty, it is best to contact an electrician to repair the appliance or replace it.

If you have any further questions, please feel free to email our team on customer.care@pioneerenergyretail.co.nz

Looking after our customers is important to us. Our Consumer Care Policy details our commitment to look after our customers and information to help you manage your account.

For details on how to read your meter, click here.

If you are having trouble paying your bill, please email customer.care@pioneerenergyretail.co.nz to discuss your payment options.

MoneyTalks is a great free financial helpline that offers confidential budgeting advice to individuals, family and whanau. Their team of Financial Mentors provide free advice, support and connect people with local budgeting services in their community. For more information or to book a free appointment click here.

Paying your bill online is safe and secure. Simply follow these steps below

1. Log into your My Account
2. View the invoice you would like to pay
3. Select pay your bill online from the top left menu
4. Then select pay with credit card

 If you have not registered for My Account, follow these easy instructions here.

Unfortunately, we are not currently set up to do one off payments for this Programme.

A contributor is able to pause or cancel their contribution at any point in time. Simply email customer.care@pioneerenergyretail.co.nz

We would like to set this up as a long term programme. The success of this fund and the number of customers we can support is reliant on contributions from our customers. A contributor is able to pause or cancel their contribution at any point in time.

Pulse Energy has committed to contribute $150,000 in the first year of setting up this fund and we will provide updates of future contributions online and by email.

Unfortunately, you cannot. Pioneer Energy Retail is not a registered charity which is a requirement for any tax credits. The purpose of the fund is simply to deliver support to customers who are facing energy hardship.

We will provide regular updates on our website about the total contributions from Pulse Energy and our customers. If you would like to find out how much you have personally contributed so far, you can email customer.care@pioneerenergyretail.co.nz