Q: Who is Pulse Energy?
A: Pulse Energy is an independent electricity retailer specialising in time-of-use Smart Metering. With this technology we give our customers the knowledge to make informed choices about their energy consumption.
Q: What is an Electricity Retailer?
A: Pulse Energy has been an electricity retailer ('Electricity Commission Certified Reconciliation Participant') since 2007. Amongst other responsibilities, this authority ensures, like other energy retailers, a regular supply of energy through local Lines Companies (for example Vector).
Q: How do I contact Pulse Energy?
A: You can call our Customer Service Contact Centre on 0800 PULSE ENERGY (0800 785 733) or send us an email at any time of the day.
Q: What happens when I sign up with Pulse Energy?
A: When you sign up with Pulse Energy, we help you switch from your current electricity provider. Switching will not affect your supply of electricity.
When we tell your current electricity supplier that you want to switch to Pulse Energy, they are obliged to complete your switch within 28 days by giving us your final meter reading. They will use this final meter reading to send you the final bill for your account with them.
Q: Why sign up to Pulse Energy?
A: Pulse Energy offers an alternative to the old system of electricity charges. Flexible pricing plans incorporate discounts on electricity used at different times of the day to meet your needs. This is on top of our already competitively priced standard rates.
Q: What are Pulse Energy's Terms and Conditions?
A: To read our Terms and Conditions in full please go to our customer Terms and Conditions page.
Q: Is Pulse Energy available in my area?
A: We are a new company and we're building our service and availability as we grow. Please check our Service Areas page to see if we are available in your region.
Q: Can I join Pulse Energy?
A: If you live in an area we supply, you can sign up online or call our Customer Service Contact Centre on 0800 PULSE ENERGY (0800 785 733). If for some reason we cannot supply to you, we will let you know as soon as possible.
Q: If I join Pulse Energy, will I still recieve my Vector dividend?
A: Yes, as a Pulse Energy customer you will still recieve the Vector dividend.
Q: How old do I need to be to sign up?
A: You will need to be 18 to sign up to Pulse Energy.
Q: I have a pre-paid meter. Can I join?
A: No, unfortunately we cannot supply to pre-paid meters at present, however, we may be able to in the future.
Q: Can I sign up if I'm in a rental property?
A: Yes, if you are over 18 and responsible for paying the electricity bill at that address.
If you are living in a flatting situation, you can have multiple people responsible for that account.
Q: How do I sign up to Pulse Energy?
A: Simply complete our online signup process. It only takes a few minutes and we'll do the rest, including contacting your old supplier to organise your switch.
If you would prefer us to send you an application form, please call our Customer Service Contact Centre on 0800 PULSE ENERGY (0800 785 733) .
Q: What do I need to join?
A: A copy of a recent power bill is handy- this contains details such as your ICP number, and information to help us estimate how much power you use.
However even without a bill you can sign up today. We'll be able to look for your ICP information (which identifies your house on the electricity network) from the address you provide.
Q: What is an ICP Number and how do I find it?
A: Your property has a unique ICP number identifying it on the New Zealand electricity network. Before you sign up, you can find this on your current power bill somewhere under the invoice number. It consists of 15 digits - mostly numbers with a few letters at the end.
Q: How often am I billed?
A: All customers are billed on a monthly basis.
Q: Do I need any special equipment?
A: Pulse Energy supplies electricity to your home just like your current electricity supplier so you won't need any special equipment. If you require a Smart Meter to be installed, Pulse Energy will install this for you.
Q: Can I have more than one person on my account?
A: Yes, you can have multiple people authorised to use your account.
Q: I'm moving to a new property, what do I need to do?
A: Ring our Customer Service Contact Centre on 0800 PULSE ENERGY (0800 785 733) prior to moving out.
Q: Can I sign up on the phone?
A: Yes, you can ring our Customer Service Contact Centre on 0800 PULSE ENERGY (0800 785 733) and they can sign you up over the phone.
Q: Do I need to tell my current supplier I'm switching to Pulse Energy?
A: No. When you sign up with Pulse Energy we'll get in contact with your current electricity supplier and arrange the switch - you don't need to do a thing.
Q: Is there a penalty for leaving my current provider?
A: No, generally there isn't a cost for leaving your current electricity supplier. You may have to pay an early termination charge if you are on a fixed term contract with your current electricity provider. If you're on a fixed term contract, you'll need to check the contract to see if there's an early termination charge.
Q: If I switch to Pulse Energy, will I receive a final bill from my current provider?
A: Yes, you'll receive one more bill from them for the power you've used up until the date you switch to Pulse Energy.
Q: Am I locked into a contract period with Pulse Energy?
A: It is possible that you may be on a fixed contract. Please refer to your Contract for Service.
Q: In the unlikely event that I choose to switch away from Pulse Energy will I need to pay for another meter to be installed?
A: Pulse Energy uses industry standard meters which can be read by any other electricity retailer. Therefore, in the unlikely event of wanting to switch away from Pulse, there should be no meter related costs.
Q: Because I am medically dependent does this mean that my power will always be connected?
A: Yes, if you are medically dependent, your power will never be disconnected.
When signing up to Pulse Energy, all our customers are asked if they are medically dependent and it is important to let us know at this time whether you are or not.
Q: What is a Smart Meter?
A: A Smart Meter is state-of-the-art technology which replaces the old metering system. It is a remote device which relays information back to Pulse Energy so that you are only billed for electricity which you use - and when you use it.
Q: Do I need to have a Smart Meter?
A: Yes, when you sign up with Pulse Energy, if you do not already have a Smart Meter, we will install one for you.
Q: If I move can I take the Smart Meter with me?
A: No, the Smart Meter will remain at your previous residence, however, Pulse can install a Smart Meter at your new residence.
Q: Can other utilities be managed with the Smart Meter?
A: In some cases we offer to monitor your other meters and combine them into one easy bill. Please contact our Customer Service Contact Centre on 0800 PULSE ENERGY (0800 785 733) to find out if we can help you.
Q: How long does it take to switch to Pulse Energy? How soon will I be using the Smart Meter?
A: Once we receive your application form, we will advise you of the length of time until installation of the Smart Meter. Switching and Installation can take up to 6 weeks.
Q: Can Smart Meters be installed anywhere in the house or on the property?
A: No, the Pulse Energy Smart Meters are installed on your current switchboard.
Q: What happens if my existing meter is inside. Will you put the new one outside?
A: No, we will install a Smart Meter where your current meter is located.
Q: Can a Smart Meter fit on a standard switchboard?
A: Yes, the Smart Meter will fit comfortably on your standard switchboard.
Q: Will you still visit my house once I have a Smart Meter installed?
A: Pulse Energy will need to visit your property a few times after installation to verify that everything is working correctly. After that we should only need to visit your property approximately once a year for calibration purposes.
Q: Who owns the Smart Meter?
A: Pulse Energy owns the Smart Meter.
Q: What happens to my old meter?
A: If you have a Smart Meter installed, we will send your old meter back to your previous electricity retailer.
Q: Do I need to contact someone other than Pulse Energy to get my Smart Meter installed?
A: No, Pulse Energy will organise the installation of a Smart Meter at your property.
Q: What happens if I suspect the Smart Meter is faulty?
A: Please telephone our Customer Service Contact Centre on 0800 PULSE ENERGY (0800 785 733) as soon as possible.
Q: What if I want an account to be billed up to a specific time? For example, if a tenant moves out at 2pm can I accurately bill them up until that time?
A: Yes, as the account holder with Pulse Energy, you can request relinquishment of your account at a specific time. We require 5 working days' notice of any disconnection and a forwarding address for the final account.
Q: Is there any cost to install a Smart Meter to each dwelling?
A: No, Pulse Energy will cover the cost of all installation of Smart Meter associated equipment when installed on a Private Network.
Q: Can other utilities be billed through Pulse Energy?
A: Yes, Pulse Energy will combine gas, water and electricity into one simple invoice.
Q: What happens when a dwelling is vacated?
A: The owner or Property Manager must provide Pulse Energy with information on when the property was or will be vacated. If there is a new tenant moving in, Pulse can send a New Customer Pack so that they can sign up with Pulse Energy when they move in.
If there is not going to be a tenant in your property for an extended period of time and you would like the power to be disconnected then call our Customer Service Contact Centre on 0800 PULSE ENERGY (0800 785 733) and we can do this for you.
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Q: How can I find out how to make my house more energy efficient?
A: There are many ways to make your house more energy efficient and therefore save power. To find out more, please click the link to be directed to our quick tips page.
Q: Do you offer prompt payment discounts?
A: Yes, Pulse Energy offers a 10% prompt payment discount.
Q: How do I save money by signing with Pulse Energy?
A: Pulse Energy's Smart Meter time-of-use technology monitors electricity to the half hour. This enables our customers to enjoy varying rates - based on the time of the day and the day of the week that they use electricity. With cheaper rates during these times, we pass on the savings.
Read more on Save Money
Q: How does Pulse Energy look after the environment?
A: We encourage our customers to shift electricity use to off-peak times through time-of-use Smart Meter technology. During these times, electricity is more likely to be generated from renewable sources such as geothermal and hydro. During peak times electricity is generated from our least environmentally friendly generation options such as diesel, coal and gas fired power stations.
Q: How does Pulse Energy work towards the goal of sustainability?
A: Pulse Energy currently secures its generation from local, small scale, hydro developments; many of which are run-of-the-river. We believe this minimises the impact on the local environment as well as providing the opportunity for electricity to be generated closer to the people that use it. An additional benefit is the reduction in electricity lost when it travels long distances.
If you are interested in some of the forms of generation please check out our generation page.
