On 1 April 2025, your Network Services Charges will change. From 1 March, you can view your new rates online. There will be no changes to our electricity, gas, or LPG rates at this time.
Visit our Price Plan page and enter your Account Number.
My Account
1 April 2025 Price Change
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1 April 2025 Price Change
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How can I see what my new price will be?
To see your new rates effective 1 April 2025, you can visit our webpage and enter your Account Number. The new rates will be available to view online from 1 March 2025.
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Why are my Network Services Charges changing?
Your local lines company and Transpower provide the power lines that deliver electricity to your home. The amount they charge for the use of their lines is shown on your bill as a Network Services Charge.
We commit to flowing through Network Services Charges with no markup1. On 1 April 2025, the Network Services Charges for your property will increase.
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. If you’re on our Power Shift plan, you won’t be able to see your Network Services Charge as it’s grouped into your Off-Peak, Peak, Night and Weekend rates.
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What is the flyer that came with my bill?
We have included this to keep you up to date on changes to your pricing. We are committed to being transparent and providing a breakdown of changes. We give our customers 30 days' notice of changes, so they are aware before the changes take effect.
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Changes to Terms and Conditions
We’ve made some minor changes to your Terms and Conditions which will apply from 1 April 2025.
You can read the updated Terms and Conditions online from 1 March.
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Low User Plan Changes
The Low Fixed Charge Tariff is being phased out over a 5-year period that started on 1 April 2022. Low User regulations aimed to help reduce costs for low-income households who use a relatively small amount of power. 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 into greater energy hardship. We review our rates each year and align them with the changes introduced by the regulations, which means the daily fixed charge for Low User plans will increase and the variable rate will decrease.
Your new My Account Portal
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What are the new features in My Account?
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.
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Are my login details the same for the new My Account?
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.
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How do I register for My Account?
You can register for My Account here. To register for your new My Account, please use the same email address we have on record for your energy account and customer account number. For security purposes, you will be prompted to create and confirm your new password.
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How do I reset My Account password?
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.
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I am having trouble logging into My Account
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.
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Do I need to set up my Direct Debit again for the new My Account?
No, if you have a Direct Debit set up, we will continue to use this payment method.
My Account
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Why is my bill high?
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”:
- Turn off all appliances in your home (including hot water cylinder) and take a meter reading
- Have a friend stand at the meter while you turn on one appliance and see how much the meter reading increases
- Then turn this appliance off, go to another one and turn it on
- 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
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Why do I have such a high consumption?
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.
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Consumer Care Policy
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.
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How do I read my meter?
For details on how to read your meter, click here.
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I need help paying my power bill
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.
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How to pay your bill online
Paying your bill online is safe and secure. Simply follow these steps below
- Log into your My Account
- View the invoice you would like to pay
- Select pay your bill online from the top left menu
- Then select pay with credit card
If you have not registered for My Account, follow these easy instructions here.
Pay it Forward Programme
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Can I make a one off contribution to the Pay it Forward Programme?
Unfortunately, we are not currently set up to do one off payments for this Programme.
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Can I pause my contribution to the Pay it Forward Programme?
A contributor is able to pause or cancel their contribution at any point in time. Simply email customer.care@pioneerenergyretail.co.nz
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How long will the Pay it Forward Programme go on for?
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.
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How is Pulse Energy contributing to the Pay it Forward Programme?
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.
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Can I claim this as a Donation to the Pay it Forward Programme in my Tax Credit claim?
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.
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How can I find out how much has been contributed so far to the Pay it Forward Programme?
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