GreenPower Energy — Terms & Conditions

1. Introduction

1.1 These Terms & Conditions (“this contract”) set out the rights and responsibilities between you (“the customer”) and GreenPower Energy Limited (“we”, “us”, “our”) regarding the supply of electricity to any property you request us to supply. This contract begins when you request electricity supply and we accept your request.

1.2 If you request us to supply more than one property and we agree, this contract applies to all such properties unless replaced or terminated.

1.3 If you move into a property already supplied by us and begin using electricity without signing up first:

you must pay for all electricity used from the date you moved in
once you accept this contract, it is deemed to have applied from the earlier of:
a) the date you moved in, or
b) the date we first supplied electricity
you must provide evidence of your move-in date when requested.

1.4 If you arrange a new electricity connection with us, you must pay for all electricity used at that property until you notify us that you no longer require supply.

1.5 We may conduct credit checks before or after commencement of supply. If your credit history is unsatisfactory, we may decline supply or require a bond, prepayment, or other conditions.

1.6 If more than one person is named on an account, each person is jointly and severally liable for all obligations and charges under this contract.

2. Our Obligations to Supply Electricity

2.1 We will take reasonable steps to supply electricity to your property in accordance with industry codes, safety laws, and agreements with distribution companies.

2.2 We will maintain arrangements with the relevant distribution company to ensure electricity can be delivered to your property unless you hold a direct agreement with the distribution company.

2.3 We will provide customer assistance through our service centre during business hours and make reasonable efforts to respond promptly.

2.4 We will operate a 24/7 faults service to report outages or supply interruptions.

2.5 Electricity supply is subject to availability of the grid, distribution network, and transmission system. Continuous or uninterrupted supply cannot be guaranteed.

2.6 Supply may be interrupted, limited, or varied due to:

planned maintenance
faults, emergencies, or safety risks
load control
network congestion
insufficient generation

We will provide notice where reasonably possible.

3. Interruptions and Power Quality

3.1 You must report faults or suspected issues using the contact numbers on our website.

3.2 All electrical lines must be treated as live. You are responsible for safety on your property.

3.3 You acknowledge that:

voltage fluctuations, spikes, surges, and frequency variations may occur
such variations can damage sensitive equipment
they are not considered “interruptions” for compensation purposes

3.4 You are responsible for:

protecting your appliances against voltage fluctuations
holding insurance for equipment or property damage caused by network issues
notifying us if someone at the property is medically dependent on electricity

3.5 If the distribution company schedules planned maintenance, we will give at least 4 business days’ notice, unless a shorter period is provided.

4. Metering

4.1 We will determine your electricity usage through meter readings or estimated readings (if access is unavailable or a meter read fails).

4.2 If you request, we will provide an explanation of how estimated usage was calculated.

4.3 You must allow safe access to the meter. Failure to provide access may result in:

estimated bills
additional charges
eventual disconnection

4.4 If you request a meter test and it meets accuracy standards, we may charge testing costs. If the meter is faulty, we will adjust charges accordingly.

4.5 All meter reading activities will comply with the Electricity Industry Participation Code and relevant industry protocols.

5. Billing and Payments

5.1 You must pay for all electricity supplied to your property, including estimated usage.

5.2 We will issue monthly statements showing:

energy consumed
meter readings (actual or estimated)
applicable rates
fees and charges
your account balance

5.3 You authorize us to deduct payments via:

bank account direct debit
credit card
other approved payment methods

5.4 If a payment fails or is dishonoured, we may:

charge dishonour fees
recover debt collection costs
require prepayment or a bond
disconnect your supply

5.5 If we discover incorrect charging due to meter error, estimation, or reading error:

we will correct the amount
we will discuss a reasonable repayment or refund timeframe
disputed amounts will not be collected until resolved

5.6 We may require you to maintain a minimum credit balance (e.g., for prepay customers). Failure to maintain this balance may result in disconnection.

6. Pricing, Fees & Charges

6.1 Pricing varies by:

property location
network charges
meter configuration
usage patterns
wholesale market conditions

6.2 Prices may increase or decrease throughout the year unless covered by a fixed-price plan.

6.3 All prices displayed are inclusive of GST unless stated otherwise.

6.4 A schedule of all fees (e.g., disconnection, reconnection, special meter reads) is available on our website.

6.5 We may change pricing or fees with at least 30 days’ notice, except where immediate changes are required by law or the distribution company.

7. Access to Your Property

7.1 You must provide safe and unobstructed access to:

meters
distribution company equipment
lines and cabling
areas requiring maintenance or inspection

7.2 Access may be required:

for meter reading
to restore power
to inspect equipment
to disconnect or reconnect supply

7.3 Emergency access may occur without notice.

7.4 If access is denied repeatedly, we may:

estimate usage indefinitely
charge access fees
disconnect supply

8. Equipment on Your Property

8.1 You must ensure that nothing on your property:

interferes with the network
creates safety hazards
damages equipment

8.2 You must maintain vegetation clearance around lines in compliance with the Electricity (Hazards from Trees) Regulations 2003.

8.3 You must not:

tamper with meters
reconnect supply yourself
take electricity before the meter
inject electricity into the network without approval

8.4 If you damage equipment belonging to us or the distribution company, you must pay repair or replacement costs.

9. Disconnection, Suspension & Ending Supply

9.1 We may disconnect your supply if you:

fail to pay outstanding amounts
deny access to the meter
breach this contract
tamper with equipment
create safety risks
become insolvent

9.2 Before disconnecting for non-payment, we will:

send written notice at least 7 business days before disconnection
issue a final warning at least 24 hours before disconnection

9.3 We will not disconnect on weekends, public holidays, or the day before a public holiday.

9.4 If someone at your property is medically dependent on electricity and you have provided verification, we will not disconnect for non-payment (except in emergencies).

9.5 You may terminate this agreement at any time with 2 business days’ notice, provided all outstanding charges are paid.

10. Distribution Companies

10.1 Electricity is delivered through the local distribution network. The distribution company owns and maintains the network assets.

10.2 You must comply with applicable safety and network standards.

10.3 Distribution companies may:

interrupt supply
require access
restrict load
impose network charges

10.4 Any compensation we receive from a distributor will be shared with you fairly.

10.5 Our liability to you for distribution issues is limited to what we recover from the distribution company.

11. Privacy & Use of Information

11.1 Your information is handled under the Privacy Act 2020 and our Privacy Policy (available on our website).

11.2 We may share your information with:

distribution companies
metering companies
service providers
debt recovery services
regulatory bodies

11.3 We do not sell personal information.

12. Liability

12.1 If you are a residential customer, the Consumer Guarantees Act 1993 applies.

12.2 If you use electricity for business purposes, the Consumer Guarantees Act does not apply unless required.

12.3 Our liability is limited to $10,000 per event.

12.4 We are not liable for:

indirect loss
financial loss
loss of profit
damage caused by fluctuations or interruptions

12.5 We are not responsible for failure caused by events beyond our reasonable control.

13. Embedded Networks

13.1 If your property is part of an embedded network, additional terms apply.

13.2 The embedded network owner may have separate obligations and restrictions.

14. Changes to This Contract

14.1 We may amend this contract with at least 30 days’ notice.

14.2 Updated terms will be published on our website.

14.3 Continued use of electricity after the notice period constitutes acceptance of changes.

15. Complaints & Contact Details

If you have a complaint against us, you should tell us as soon as possible. Please contact our complaints team in the first instance. You can contact us through any of the following:

Call one of our friendly crew at 0800 945 2378 (free call) between 10am and 5pm, Monday to Friday;

Email us at info@greenpowerenergy.co.nz ;

Write to us at:
GreenPower Energy Limited
5/400A Rosedale Road
Rosedale
Auckland 0632

Our complaints process is free. Details of our customer complaints process and complaints phone number and our other contact details are on our website. However, we are required by the Electricity and Gas Complaints Scheme to replicate this information in these terms and conditions.

Once we have received your complaint, we will reply to you within two working days to confirm we have received it. We’ll also decide whether we think your complaint is related to lines services, or our service. If we think your complaint is related to lines services, we’ll refer your complaint to your lines company within two working days of receiving it and tell you we have done this (as well as who will be the contact person at the lines company for resolving your complaint). The lines company will then be responsible for managing and resolving your complaint, but we will continue to monitor and facilitate the resolution of your complaint by the lines company.

If we think your complaint is related to our service then we’ll contact you directly to work through the issue with you, and continue to update you via email. We’ll monitor your complaint progress regularly to ensure we resolve it with you as soon as possible. We aim to resolve all complaints within 20 working days.

If it takes us longer than 20 working days to resolve your problem, then we’ll contact you to let you know and to give you further options.

If you’re not satisfied:

Utilities Disputes provide a free and independent dispute resolution service to help consumers to resolve electricity, gas and water complaints with their provider. If you feel your complaint has not been resolved properly by GreenPower Energy, you can contact Utilities Disputes Limited (UDL). Utilities Disputes Limited is an independent organisation that specialises in resolving complaints in a fair way, at no cost to the customer. GreenPower Energy is a member.

If your complaint is regarding rights of access, you can access the Broadband Shared Property Access Dispute Scheme (BSPADS). This free service is also provided by Utilities Disputes Limited.

You can call Utilities Disputes Limited on 0800 22 33 40, or send them an email or post a letter to:

Utilities Disputes Limited,
PO Box 5875,
Lambton Quay,
Wellington 6140,
Freepost 192682.

For more information, visit the Utilities Disputes website:
udl.co.nz

If you make a complaint disputing any amount on your bill, we won’t disconnect your supply for not paying the disputed amount while we are investigating your complaint.

If you take your complaint to Utilities Disputes and we are advised of this, we won’t disconnect your supply for not paying the disputed amount while your complaint is being considered.

Please note that you will still need to pay any undisputed amounts to avoid any action being taken by our credit department. Also, this does not stop us from disconnecting your supply for other reasons, as detailed in our Terms and Conditions.

Nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court or disputes tribunal, or your right to refer your complaint to Utilities Disputes at any time.

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