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CUSTOMER CARE

Our Te Tira Manaaki o Kenehi (Genesis Caring Team) is here for you.

COVID-19 info
Customer Care Policy

 * Help
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 * Customer care


WE SUPPORT THOSE THAT NEED HELP

We support those who are medically dependent, or those who simply need help
controlling and managing their power bills. If you need support or rely on
medical equipment, please call us on 0800 400 460.

Ki te hia āwhina, tautoko rānei, me mātua whai taputapu whakaora rānei, tēnā
waea mai

需要帮助、支持或依赖医疗设备的人，请电话联系我们

यदि आपको मदद की ज़रूरत है, सहयोग की आवश्यकता है या चिकित्सा उपकरणों पर निर्भर
हैं तो हमें कॉल करें

Mana’omia se fesoasoani, lagolago po ole fa’alagolago i mea faifaluega
fa’afoma’i, valaau mai matou

Call 0800 400 460


CUSTOMER CARE POLICY

For more information about how we can help, we also have a Customer Care Policy.

More info

TE TIAKI I TE KIRITAKI

E whakamārama atu ana tēnei kaupapa here i tā mātou tiaki i tā tāua piringa, me
te whakamārama anō i tā mātou mahi e tika ai te hoko atu i te hiko mō te utu e
taea ana e koe.

Te Tiaki i te Kiritaki

消费者关爱政策

该政策将解释我们如何与您建立良好的关系，以及我们将如何帮助您支付所需的电费。

消费者关爱政策

उपभोक्ता देखभाल नीतत

यह नीतत बताती है कि हम आपिे साथ अच्छे संबंध बनाने िे ललए िैसे िाम िरेंगे, और हम
आपिी जरूरत िी बबजली वहन िरने में आपिी मदद िरने िे ललए क्या िरते हैं।

उपभोक्ता देखभाल नीतत

FAIGA FA’AVAE MO LE TAUSIGA O TAGATA FA’ATAU

O lenei faiga faavae o lo’o fa’amatalaina ai le auala o le a matou galulue ai
ina ia maua se mafutaga lelei ma oe, ma mea matou te faia e fesoasoani ai ia te
oe ina ia e gafatia le eletise e te mana’omia.

Faiga Fa’avae mo le Tausiga o Tagata Fa’atau


HELP PAYING YOUR BILL

Worrying about paying your bills is stressful, we understand that. We pride
ourselves on being here for Kiwis through good times and bad. If you’re finding
things tough, our team will treat you with respect and empathy, and will work
with you to keep your lights on and home warm.

And we’re always here to…

--------------------------------------------------------------------------------

 * check that you are on the most suitable pricing plan
 * help find a payment solution that works for you
 * provide tips and advice on how to save on your energy bill
 * recommend budgeting services to help you manage your bills
 * help you track your usage through Energy IQ

Reach out


PAY IN ENERGY IQ

If you just need a bit more time to pay your bill, you can login/register with
Energy IQ and request a 14-day extension.

Log in

CRITICAL MEDICAL SUPPLY

If for medical reasons you're dependent on electricity or gas, it's essential
you tell us so we provide you with the right level of support.

Get in touch

MEDICALLY DEPENDENT

So our records are accurate, you'll need to fill out our handy form including
uploading a signed note from a medical practitioner so we can list your account
as medically dependent.

Apply now

POWER CUT OR NO GAS?

If you’re medically dependent and without power and/or natural gas or bottled
gas (LPG), please read this important information on what to do.

Outages info


NEED TO KNOW MORE?

To speak with us about critical medical supply, please call 0800 400 460 or
visit our dedicated webpage to submit an application. We're here for you.

Call 0800 400 460
Apply now


INTRODUCING TE TIRA MANAAKI O KENEHI

Te Tira Manaaki o Kenehi (Genesis Caring Team) is here to better serve and
support you through good times and bad. They’re a dedicated bunch, ready to talk
options for managing your power bill.




MEET THE TEAM

Introducing Sacha, Kyra and Glenda.


SACHA

Leads the payments team, been with us for 13 years. Previous work with Red Cross
gave her insights into hardship - “We’re really proud of how we support
customers experiencing financial hardship.”


KYRA

Knows first-hand what it means to be in hardship, been with us for 10 years - “I
know what it’s like to struggle and I feel blessed to help customers in their
time of need.”


GLENDA

Creates positive outcomes for customers, been with us for five years - “It’s
hard for people in hardship to ask for help. I’m proud we engage with customers
to offer solutions and support.”

Hear Desiree's customer care story


DESIREE'S STORY

Meet Desiree – she offers insight into how being an older customer impacts her
electricity use. It’s important to us that we recognise the unique needs of our
customers. We especially want our older customers to know we’re here to support
them and that no matter their situation, we’re committed to finding a solution
that works for them. 

If you or a loved one needs support, please get in touch.

Talk to us


GIFTING FREE POWER TO THOSE IN HARDSHIP

Together, with our customers, we help those experiencing financial hardship by
gifting free Power Shout hours. Customers are given the chance to either gift or
keep a Power Shout.

So far, 206,132 Power Shout hours have been gifted. Spurred on by the generosity
of our customers, we contributed an additional 223,868 to bring the total to
430,000 hours of free power.

“We ran the dryer and heaters in the mornings to warm the home for the day and
dress the kids for school.”

“We have a toddler and a new baby, so the Power Shouts were handy as we have
more washing/drying to do.”

This initiative is one way we help to empower New Zealand’s sustainable future.
Sustainability at Genesis is about Manaakitanga – caring for our people and
communities so we thrive together.


EASY WAYS TO PAY

We’ve got options to help smooth out the highs and lows of your energy bills, by
paying the same amount for every bill. It’s called Control-a-bill.

And our handy app, Energy IQ, helps you view bills, track your usage, and see
how much electricity you’re likely to use in the coming weeks. You can even book
your free Power Shout hours. Take a look.

Energy IQ
Control-a-bill


PLENTY OF SUPPORT AVAILABLE

MONEYTALKS FROM FINCAP

Free and confidential budgeting advice to individuals and whānau. Financial
mentors will help to understand your situation, organise debt and discuss a
plan.

MoneyTalks

ENERGYMATE

A no-cost, in-home energy coaching service for households at risk of energy
hardship who are struggling to pay their power bill or keep their home warm.

EnergyMate

WORK AND INCOME

You could be eligible for WINZ support. WINZ also help existing beneficiaries
manage outstanding bills and get your debt to a manageable level.

Work and Income

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