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Frequently Asked Questions

General

Who is Pulse Energy?

Pulse is majority New Zealand owned, independent retailer, supplying over 43,000 customers throughout New Zealand. Being independent enables us to purchase the best priced generation on the market and pass the benefits on to our customers.

Does Pulse Energy supply gas?

We currently do not supply gas but you can have your electricity account with Pulse Energy and your gas account with another supplier.

How can I protect myself from fluctuations and interruptions?

Spikes and surges in electricity supply can be caused by accidents that affect line damage. This leads to a sudden dynamic increase in voltage, which can damage electrical appliances or result in a fire.

Take care of your valuable appliances such as television, computer and fridge by using surge protection devices that ensures the voltage is within the safe threshold. You can find these devices at most appliance stores around New Zealand.

What do I do if I wish to give feedback or make a complaint?

Pulse Energy aims to provide you with the best possible service. If you have any feedback you can call us on 0800 785 733 (Monday-Friday 8am-8pm), or email customer.service@pulseenergy.co.nz.

If you have a complaint, you can email us at resolutions@pulseenergy.co.nz. Our friendly team would be more than happy to help you.

Our staff will:

  • Acknowledge your complaint in writing within 2 working days, and respond to you within 7 working days regarding a resolution.
  • Attempt to resolve your complaint within 20 working days, however, in some cases, it can take up to 40 working days to resolve, we may write to you to explain why this is.

You may refer your dispute to the Electricity and Gas Complaints Commissioner if:

  • You are unhappy with the way we propose to resolve your dispute
  • Your dispute is not resolved within 20 Working Days of receiving it

Electricity and Gas Complaints Commission
Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145
Freephone: 0800 22 33 40
Email: info@egcomplaints.co.nz
Website: www.egcomplaints.co.nz

Thank you for being a Pulse Energy Customer. We are committed to continually improving the service we provide you.

Switching, Moving and Metering

Is there a bond or charge to switch to Pulse Energy?

A bond of up to $150 may be charged for residential properties. This charge may be incurred when signing up with Pulse Energy if the property has no electricity supply and requires us to organise reconnection or connection to the electricity network. Any charges will be advised prior to being put on your account.

How can I switch to Pulse Energy?

Switching is easy – it only takes a few minutes

1. Click here to sign up online
2. Contact us on 0800 785 733 and speak to one of our friendly customer service representatives (Monday-Friday 8am-8pm).

Where can I find my ICP number?

Each property has a unique ICP number which identifies it on the New Zealand electricity network.

You can find this number on your power bill, which is normally located under your invoice number. It is 15 digits long with mostly containing numbers however it will have a few letters.

Will my power be cut off when I switch?

The switching process can take between 10-15 working days, and during this time your electricity will not be switched off.

What happens after I switch – do I need to do anything?

No. We take care of the switching process for you. During this time we will send you out a welcome pack with information about your plan.

How do I move house with Pulse Energy?

You can move house with Pulse Energy online by clicking here and filling out a form, or if you would prefer you can call our Customer Services team a call on 0800 785 733.

What if I’ve moved into a new property and my power is off?

Before moving house, it is always best to contact us and advise if the power is on at your new property or not. If there is no power, check that the main switch is on. If you are unsure, please call us on 0800 785 733 and we can organise a reconnection within 4-6 hours.

Billing & Payment Options

How do I read my bill?

We provide transparent billing by separating our rates and the lines charges on your power bill so you know what you are paying for.

Do you send out paper bills in the mail?

Yes we do send out paper bills in the mail. However, you can choose to receive your bill online and get a $2 discount every month.

How frequent will I be billed?

You will be billed on a monthly basis and you have 18 days to pay your power bill.

How do I set up a My Account?

Registering for My Account is easy. All it takes is four simple steps:

  • Go to My Account 
  • Enter your email address
  • Enter your Consumer Number and Account Numbers (these numbers can be found on the top front and back of your power bill).
  • Set a password

Note: A confirmation email will be sent to your nominated email address with a link. Please note that you can register for My Account once you receive your first power bill.

Will registering for My Account affect my payment method or paper statements?

No. You can continue to pay by your preferred payment method. If you would like to continue receiving your paper bills in the mail, you will need to un-tick the ‘send my bills to my email address’ option and update in the ‘change my details’ area.

What are the ways to pay for my power bill?

We offer a range of payments options to suit you and your household:

  • SmoothPay
  • Direct Debit
  • My Account
  • NZ Post
  • Automatic Fixed Payment
  • Internet Banking
  • Credit Card
  • Westpac / Kiwibank branch
  • Telephone banking
  • Cheque

To find out more about our payment options click here

Can I pay by credit card?

Yes. You can pay by either Mastercard or Visa**.

You can contact us on 0800 785 733 to make a credit card payment or simply log in to your My Account.

** A surcharge will apply of 1.30% for Mastercard and 1.05% for Visa.

Are there any fees?

Our schedule of fees can be found here.

Cool for School Programme

What is the Cool for School Programme?

Our Cool for School Programme is our way of giving back to New Zealand families and schools. Pulse Energy will donate $50 to a school of your choice every year you remain a customer of Pulse Energy.