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  • Meters

    • Which type of meter do you supply?

      We supply power to homes with smart meters installed, which accounts for about 80% of Kiwi homes. If you're unsure if your home has a smart meter simply enter your address here and we'll let you know quick smart.

    • Why does Power Direct only supply customers with smart meters?

      To offer access to the wholesale market, Power Direct can only supply houses with smart meters. This is so we can track your half hourly usage data. Around 80% of New Zealand homes have a smart meter, to check if you have one just give us a call on 0800 Go Direct (0800 463 473) or type your address into our sign up form.

    • What is a smart meter?

      A smart meter sends us your actual electricity usage digitally every day. The best part is that we don’t need to wait until the end of the month to take a reading or rely on manual meter reads or estimates. It records the actual amount of electricity used every half hour. This means your weekly power bill is always up to date and based on your actual usage. 

    • How do I know if I have a smart meter?

      If your meter has a digital display then it’s probably a smart meter. If you’re unsure which type of meter you have, call us on 0800 Go Direct (0800 463 473), or pop your address in here and we'll tell you right away.

    • What if I don’t have a smart meter?

      It’s up to the company who owns your meter to upgrade it and every home should have a smart meter within the next couple of years. Once it has been upgraded you can then sign up with Power Direct to get wholesale based power prices. If you've got any questions on this, call us on 0800 Go Direct (0800 463 473).

    • Do I have to read my own power meter?

      No. The great thing about smart meters is they send your power usage to us daily so we can track everything for you.

    • Do you need to access my meter?

      We should have everything we need from your smart meter without having to access your property. If for some reason your usage information fails to make it through to us then we’ll contact you to let you know if we need to send someone out to get a manual read from your meter.

    • What’s the difference between a ‘controlled’ and ‘uncontrolled’ meter?

      A 'controlled meter' allows your local network company to switch off the electricity supply for short periods when power demand is high or due to faults. Controlled meters generally only impact things like your hot water heating, not your household appliances. You are charged a lower price for this power.

      An 'uncontrolled meter' is used to supply power to everything else and cannot be turned off in the same way so you have a constant supply of electricity for everything.

      The type of meters are typically set up at the time your home was built, and it's not uncommon to have a combination of both types.

  • Billing Information

    • What are my payment options?

      In the interests of making things as simple as possible, you can pay by either credit card or direct debit. Please note, credit card payments do incur an additional 1% service charge which is added to your weekly bill.

      For more payment options or any questions, give us a call on 0800 Go Direct (0800 463 473).

    • How often will I receive my power bill?

      We send our power bills weekly. We're fans of weekly billing because it means you can receive smaller, more manageable bills based on your weekly power consumption and manage your usage if you see it starting to rise. We like that this puts you in control of how much you're spending with no big surprises.

      You'll receive a weekly email with the amount of your power bill and when it’ll be deducted so you can make sure you have the funds available. 

    • How will I receive my power bill?

      We’ll send your power bill weekly by email. That saves any hassle of it getting lost or delayed in the mail, and you’ll also be helping save our environment by reducing paper waste. If for some reason you are unable to receive your bill by email please call us on 0800 Go Direct (0800 463 473). You can also check out the My Account area for a record of all your previous bills.

    • What happens if I miss a payment?

      Don’t stress, if this is a one-off we won't hold it against you. We’ll send you a reminder email or text message to let you know about it and we'll then combine your missed payment and the next payment to come out together the following week.

  • Electricity supply and outages

    • What do I do if my power is out?

      Firstly, check if other homes on your street have power. If they do then give us a call and we can organise for someone to come and take a look at your property as soon as possible. If you’re not the only one and power is out on your street please hold off for an hour or so before giving us a call. It may be a short outage and chances are the power will be restored soon.

      The network company in your area will likely publish updates on their website, we've got a list of who they are for you here.

    • Will you ever turn my power off?

      Not if we can help it! It’s actually very uncommon that a power retailer would intentionally switch off your power. This would only ever happen in extreme cases of overdue payments – but we will contact you well before this to arrange a solution.

      If there is a reason that you would be severely impacted by your power being cut, due to your age, health or being medically dependant on power then it’s important to let us know. Even if you just really struggle to pay your bills, it’s best that we know from the start.

      You can give us a call on 0800 Go Direct (0800 463 473) if you need to update an existing account with this information.

      If you are new to Power Direct then keep reading further for info on being a ‘vulnerable or medically dependent customer’ as you may need to include this on your application.

    • Where will my power come from when I switch to Power Direct?

      Your power will come from the same place as it always has - the entire New Zealand electricity network. This takes energy from a number of different energy generators, pools it together and all retailers supply to their customers from the same source.

      Switching retailers can mean you get different pricing or different service but the origin of your electricity will be the same.

    • Do you supply gas?

      We’re not currently supplying gas but if we do in the future then we’ll be sure to let you know. You can still switch to us for your electricity and use your current supplier for gas.

  • Vulnerable and medically dependent customers

    • Vulnerable customers

      It’s important you let us know if you’re a vulnerable customer so we can keep a record of this on your account. Being a vulnerable customer means that you would suffer if your power was disconnected (due to age or health for example) or you may really struggle to get your power bills paid on time - this could be ongoing or for a short amount of time.

      There is never any guarantee that your power will never be disconnected but as a vulnerable customer, we will make sure we have had a good chat about different payment options and what is easiest for you. That way you can feel more confident with a manageable payment plan and not be afraid to use electricity when you need to.

      We understand that managing your power can be pretty stressful so we also have the option to list an alternate contact person on your account. This could be a friend or family member that you would prefer we speak to.

    • Medically dependent customers

      If you or someone living in your home is medically dependent please let us know so it can be recorded on your account. Being a medically dependent customer means that you rely on electricity for crucial medical support. This may be for supplying oxygen or running other medical equipment that you cannot do without.

      Letting us know that you are medically dependent means we can make sure your power is not disconnected even if we are waiting for payment from you. As a power retailer we cannot guarantee that your power will never be disconnected (due to a power outage, for example) so you do need to make sure you have a backup plan just in case. Have a chat with your doctor about this and make sure you have a battery or generator backup for any vital equipment.

      To be listed as a medically dependent customer you will need to provide proof of your condition - but this is super easy using the form we’ll send out to you. Call us on 0800 Go Direct (0800 463 473) and we’ll send one out.


  • My Account Help

    • How can I update my contact details?

      It’s super easy to update your contact details with us. You can either head to your My Account area where you can change your preferred email, contact numbers, billing address and even your payment details yourself. Or if you would prefer to speak to a real person you can flick us a message through our live chat or give us a call on 0800 Go Direct (0800 463 473) and we will do this for you.

    • Where do I find my usage info?

      Head to your My Account area and view your usage as a graph on your dashboard.

    • Where can I find my bills?

      Head to your My Account area and click on ‘My Billing’ at the top where you can view all bills.

    • How can I change my password?

      Head to your My Account area and click on ‘My Details’. At the bottom of this page, you’ll see the option to ‘Change Password’.

    • How can I reset my password if I’ve forgotten it?

      Just give us a call on 0800 Go Direct or send us an email to and we’ll reset it for you.

    • What do I do if I have a complaint?

      If you’re unsatisfied with anything to do with our service please call us on 0800 Go Direct (0800 463 473) and we’ll do whatever we can to help. Hopefully, we can solve the problem over the phone, but failing that you can contact us in writing by sending your complaint to: Power Direct, Private Bag 13, Nelson 7042

      If we’re unable to find a solution between us, you have the right to take your complaint to Utilities Disputes, a free and independent service.

      Phone: 0800 22 33 40
      Post: Utilities Disputes, Freepost 192682, PO Box 5875, Wellington, 6140

      You can also contact:

      • Citizens Advice Bureau
      • Community Law Centre
      • Ministry of Consumer Affairs
      • Your own lawyer
    • How can I save energy?

      There are many ways that you can save energy. Being energy efficient is all about making smart choices.

      • Turn appliances off at the wall when you’re not using them. This can save you more than $100 a year that you’re paying by leaving them in standby mode.
      • Switch to cold water cycles for laundry. A hot water wash can use 10 times more power than a cold wash.
      • Use the clothesline or drying rack instead of your clothes dryer, which costs about $1 per load.
      • Use energy efficient bulbs or turn lights off when you’re not using them. Each energy efficient bulb you use can save you up to $20 a year.
      • Close your curtains in the early evening and use draught stoppers to stop heat escaping.
      • Turn heaters or heat pumps off when you’re not using them.
      • Use your heated towel rail sparingly. Using it 24/7 can cost you $170 per year.
      • A beer fridge or second fridge can cost you $200 per year to run if it’s older or inefficient. Consider getting rid of it or turning it off unless you really need it. 
      • Reduce shower time – a 15 minute shower costs around $1. A family of four could be saving around $900 a year simply by taking shorter showers.

      Check out the EnergyWise calculator to see how much your appliances are costing you each year. 

  • Jargon Buster

    • Low vs Standard Users

      Deciding whether you are a Low or Standard User depends on how many kWhs of electricity your property uses each year. Making sure you are on the right plan is important to ensure you get the best possible rates for your household. 

      If, in your main home, you use less than 8,000 kWh of electricity across 12 months then you qualify as a low user. Households using more than 8,000 kWh are classed as standard users. Low user plans are only available for your primary residence. For Lower South island customers the cut off is 9,000 kWh per year. 

      If you’re unsure which plan you should be on just give us a call on 0800 463 473.

    • ICP number

      ICP is short for 'Installation Control Point'. It's a number that's specific to your property to identify your home on the NZ Electricity Network. It is a 15 digit combination of letters and numbers (eg. 0000038584NT84E) that you’ll find on an old power bill. If you’re still unsure what your ICP number is, call us on 0800 Go Direct (0800 463 473) and we can check for you.

    • Wholesale Market

      The Wholesale Market, or The New Zealand Electricity Market (NZEM) is where power generators sell their power to retailers (that’s us). Here at Power Direct we have an alternative approach to providing you power – as opposed to buying power from the market and then charging you an inflated flat rate, we on charge the spot price. This means that at off-peak power times your prices tend to plummet. With a normal retailer you would still be paying a higher flat rate. We think it's only fair you take those savings.

    • Spot Price vs. Market Price

      The Spot Market is just another way of referring to the Wholesale Market. It’s known as 'spot' because of how the prices go up and down, so depending on when you are using your power the spot price is different. Paying for power this way gives you more control over the price you pay. Don’t want a big power bill? Check out when power prices drop (eg. overnight) and run your large appliances when the spot price is low to pocket those savings.

    • Unit/kWh

      A unit of energy is equal to one kilowatt hour (kWh). You will see this a lot on your bills as you will be charged per kWh that you use. It stands for the amount of energy your household uses in one hour, i.e. one kilowatt (kW) for one hour (h) of use. This is how your power usage is measured.

    • Tariff

      When you are checking out the pricing plans for different power companies, you may see them referring to a tariff. A tariff is the pricing structure depending on which type of meter set up you have. The most common Tariffs you will see just relate to whether you have a specific time of use meter such as a Day/Night meter, or if you have a Controlled/Uncontrolled meter. Different meter setups affect the pricing which applies to your household and a tariff is just how they are referred to.

    • Controlled vs. Uncontrolled

      A 'controlled meter' allows your local network company to switch off the electricity supply for short periods when power demand is high or due to faults. Controlled meters generally only impact things like your hot water heating, not your household appliances. You are charged a lower price for this power.

      An 'uncontrolled meter' is used to supply power to everything else and cannot be turned off in the same way so you have a constant supply of electricity for everything.

      The type of meters are typically set up at the time your home was built, and it's not uncommon to have a combination of both types.

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