My Account

On 1 April 2024, your electricity rates will change. From 1 March, you can view your new rates online. 

Visit our Price Plan page and enter your Account Number. 

On 1 April 2024, your electricity rates will change. You can visit the webpage to see your new rates and enter your Account Number. Your new rates will be available to view online from 1 March 2024

We have included this to keep you up to date on changes to your pricing. From time to time, we conduct pricing reviews. We are committed to being transparent and providing a breakdown of changes across energy rates, metering fees, the Electricity Authority Levy, and Network Services Charges. We give our customers 30 days' notice of changes, so they are aware before the changes take effect.

The changes are a result of the increasing costs of electricity supply and inflation. We’re always looking for ways to provide value to our customers, but unfortunately, we don’t control all the charges that make up your bill.

We commit to flowing through Network Services Charges with no markup¹. On 1 April 2024, the Network Services Charges for your property may go up, down, or remain the same depending on where you live in the country. 

1 It is not practical to flow through the per kWh Network charges for all networks. For some networks, Network service charges will be calculated using published prices and other assumptions that allow us to recover network charges across our customer base on your network.

We understand it’s a difficult time for many and we’re here to help. If you’re struggling to pay your bill, please email our Customer Care Team to discuss payment options. Our Pay it Forward Programme provides support to customers experiencing energy hardship. 

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

Low User regulations aimed to help reduce costs for low-income households who use a relatively small amount of power. In the North Island, you’re a Low User if you use less than 8,000 kWh annually at your primary residence (666 kWh a month), while in the lower parts of the South Island it’s less than 9,000 kWh per year (750 kWh a month).

The Electricity Price Review Panel found that Low User regulations were not serving their original purpose and instead causing low-income families with high electricity use greater energy hardship.

Over the next few years, the low fixed charge tariff is being removed which will mean the daily fixed charge pricing for Low User plans will increase. We regularly review our rates and will align them with the changes introduced by the regulations.

Find out more about phasing out Low User rates. 

We have made some changes to improve your online experience with us.

These improvements make it easier to view your bills, make a payment online, and keep track of your weekly, monthly, and yearly usage.

My Account also works on a mobile and tablet.

All customers must register for the new My Account again. Your email address will remain the same, but for security purposes, you will need to create a new password.

When you register, you will be sent an email with a unique temporary password (please check all folders including junk). Once you have entered the temporary password, you can create your new password.

If you have multiple accounts with us, you only need to register once.

To reset your password, click ‘forgot password’ and enter your email address, where you will receive a temporary password. Check your email and enter your temporary password and a new password that will allow you to log in and use going forward.

Make sure you have registered for the new My Account by entering your email address and creating a password here. 

When you register, you will be sent an email with a unique temporary password (please check all folders including junk). Once you have entered the temporary password, you can create your new password.

If you have already registered for the new My Account but are having trouble logging in, try resetting your password. 

If you are still having trouble logging in, please email our Customer Care Team.

No, if you have a Direct Debit set up, we will continue to use this payment method.

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

You could have high consumption 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 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 than it should. 

We recommend you do a “two-man test” if you feel like the consumption is incorrect on your bill, alternatively we can raise a meter test for you. 

A meter test is when we check your meter for any potential faults that could be the reason for your meter recording high consumption. Meter tests are the last option we refer to, due to the high cost and the timeframe it can take for the test results to come back. 

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 contact our customer care team.

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