COVID-19 Support //

We're here to help. Check out our tools and tips on how to stay in control of your electricity costs, and if you need support with paying your power bill please contact us.

Have a question about your bill?

Have a question about your bill?

Our billing FAQs are here to help you better understand your bill. If you can't find what you're looking for, our Customer Engagement Centre are always happy to help.
MANAGE ACCOUNT

MANAGE ACCOUNT

With My Account, you can pay your bill, update your contact details, manage your energy usage and move house.
LOGIN
MERCURY APP

MERCURY APP

Everything you need to manage your account is in our app. You can also earn rewards with every challenge you take.
DOWNLOAD NOW
CUSTOMER CARE

CUSTOMER CARE

Worrying about money and bills is stressful, but you're not alone. We have a range of tools to support you.
FIND OUT MORE

Billing FAQS

We offer a range of payment options to suit your needs - from "set and forget" direct debits and monthly credit card payments, to paying your bill by automatic payments.

Please note: We do not accept cash payments, please do not send cash via post.

PAY ONLINE NOW

For residential customers, simply log in to the the My Account section of our website to set up and make payments online

LOOKING FOR ANOTHER WAY TO PAY, OR MORE INFO?

Read about all of our other payment options here.

Check out our simple guide to help you read and understand your bill better.
 


 
  • DAILY FIXED CHARGE - You will be charged a fixed rate each day regardless of how much power you use.
  • VARIABLE CHARGES - Charges for the actual power you use. The variable charge is based on the kilowatt hours that you have used and is charged at the rate you've agreed with us.

Installation Control Point (ICP) is a connection point between the meter on your premise and the local lines company. Each ICP has its own unique number.

THE ELECTRICITY AUTHORITY PRICE BREAKDOWN.

Click here to watch a short video from the Electricity Authority showing what makes up an electricity bill.

  • 32% GENERATION - This includes the costs to make the electricity you use.
  • 10.5% TRANSMISSION - These costs go towards building and maintaining the national electricity grid, which moves electricity around the country.
  • 27% DISTRIBUTION - These costs go towards building and maintaining the power lines that deliver electricity from the electricity grid in your local area to your property.
  • 13% RETAIL - These costs include the operating costs from the retailer that you're with.
  • 3.5% METERING - The costs to read and maintain your electricity meter.
  • 1% MARKET GOVERNANCE AND SERVICES - This cost goes towards energy efficiency programmes and the operating costs of the organisations who manage and regulate the day-to-day running of the NZ electricity market. This includes the Electricity Authority.
  • 13% GST  - This is New Zealand's goods and service tax. 

Source: Electricity Authority

The Government, with support from the electricity sector, have begun a staged phase out of the low fixed charge tariff regulations over 5 years.

The recently completed independent Electricity Price Review found that the low fixed charge is unfair to larger, low-income families living in poorly insulated homes, as they cannot keep their power consumption low enough to benefit from it. On the other hand, the low fixed charge was found to disproportionately benefit families who live in well insulated homes with modern technology that do not require as much power to heat. Removing the low fixed charge will create fairer electricity prices for all New Zealand households.

Over the next 5 years, the low daily fixed charge will continue to gradually increase until 1 April 2027 when the low user tariff regulations will be removed. Each year, the maximum low daily fixed charge will increase by 30 cents (excluding GST) after the deduction of Prompt Payment Discount.

Visit MBIE website to find out more about this change.

Depending on how old your computer is and what browser you're using - there could be a few reasons why you can't see your online bill.

  • Your Adobe Acrobat Reader version may not be compatible. You can download the latest version of Adobe Acrobat Reader from adobe.com/reader
  • The bill link in your email may be split over two lines. This needs to be made into one line before you click on it. Or, cut and paste both halves of the line to make the whole link in your Internet browser.

Also, you can check your bills and transaction history online in the My Account section of the website.

If you've checked the above information and you still can't view your bill, please drop us an e-mail to service@mercury.co.nz and we'll endeavour to help you out as quickly as possible.

Business customers, please get in touch with us via business@mercury.co.nz for assistance.

 

Higher than normal energy bills can be caused by many factors, including the following:

Days in a billing month: The average number of days billed each month is 30, however this may vary due to a range of factors (for example the billing period over December-January is typically about 5-8 days longer due to the public holidays affecting when bills are issued)- a few days more or less could make the total amount due higher or lower than previous months.

Change in lifestyle: a new baby, additional people in your home, new appliances (such as a plasma TV or second refrigerator), additional living spaces or someone now working from home will increase energy use. These lifestyle changes typically increase hot water use, laundry costs and heating and cooling costs.

Rate changes: Changes or increases to energy rates can affect the total amount due.

Seasonal usage: Hot and humid days means you may run the air conditioner and colder days means additional heating may be required. Air conditioning, dehumidifiers, swimming pools/pumps and spa pools would increase energy use.

Actual or estimated meter readings: Estimated meter reads followed by an actual read using a smart meter or an inaccurate meter read could affect the total amount due.

 

There are lots of reasons why people have a higher bill than usual. It could be because you’ve been working from home more recently or because you’ve installed a new appliance. It could be because your billing period was longer this month, or you’ve had an estimated bill which has led to an under or over estimation.

Here are a few ways you can stay on top of your bill and make clever energy choices:

KEEP TRACK OF YOUR USAGE

Make sure you’re in control of your power usage by viewing the usage graphs in My Account here or head to ‘Bills” in our app. Smart meter customers can drill down to see their usage on a monthly, daily or hourly basis.

BE ENERGY EFFICIENT

Know how much power your appliances use and find out what choices you can make to be more energy efficient. Check out this start now guide from Genless, backed by EECA (Energy Efficient & Conservation Authority).

You can view all our energy saving tips by logging into My Account and clicking on the Ideas and Advice section of 'Usage'. The following websites are also great resources:

Energy Efficiency and Conservation Authority: eeca.govt.nz
EECA Genless genless.govt.nz/
Consumer NZ: consumer.org.nz
Smarter Homes: smarterhomes.org.nz

AVOID ESTIMATED READINGS

If you’ve got an older type of meter that’s not a smart meter and has to be read manually, make sure you’re getting an actual reading regularly.

This often involves a Meter Reader visiting your property to take a reading, but you can also provide a customer reading yourself. Go to My Account here, or head over to ‘Bills’ and tap ‘Meter Reading’ in our app.

 

An estimated bill is based on an estimated meter reading. An actual bill is based on an actual meter reading, meaning you are billed for the exact amount of energy you use.

While modern meters or smart meters are automatically read, older meters and all gas meters have to be read manually to get an accurate reading. This often involves a Meter Reader visiting your property every other month to take a reading. You can also provide a customer reading yourself in My Account here, or by heading over to ‘Bills’ and tapping ‘Meter Reading’ in our app.

We always try to get an actual meter reading however when it’s not possible we have to estimate. Estimated meter readings can lead to inaccurate bills because you can be under or over charged for the energy you use. So, if you do have an older type of meter, it’s important you do what you can to make sure you get an actual or customer reading regularly.

 

We try to be as accurate as possible when we estimate meter readings, however there are a number of factors that can lead to under or over estimations, including the following:

Change of circumstances at home: when you have more or less people staying with you than usual or when you’ve installed a new appliance that uses more energy.

Change of season, especially winter: when you’ve not been using the heat pump but now it’s getting colder you start to use it regularly.

We have no data on your usage: when it’s the first time we’ve billed you for a particular property.

We don't have access to the meter:this could be because your meter is inside, behind a locked gate or there’s a dog which means we can’t access your property.

 

You can see on your bill if it’s based on an estimated meter reading. Head to the second page of your bill and look under the heading ‘latest reading’. If it says ‘estimated reading’ then you know it’s based on an estimated meter reading. See below example:


Mercury-estimated_bill.png

It's the best way to provide you with an accurate bill. If we can read your meter, we can make sure that you pay only for the energy you actually use. In addition the Government requires us to read your meter on a regular basis.
 

Yes, you can enter a customer meter read through My Account or head to our app. Don’t have My Account? Register here.

Please note: we will need to read your meter at least once every four months as we are required to by Government legislation. Remember that only one customer meter reading will be accepted in a 23 day period, and multiple meters/registers for the same premise must be entered all at the same time.
 

Acceptance of customer provided readings is at Mercury's discretion.

Mercury’s Price Plan Review automatically ensures that you are on the best available residential plan for your individual needs. The review is based on your power usage over the previous 12 months and will recommend the best pricing plan for you for the coming year. If you agree on any suggested change, you will automatically go onto the recommended plan.

Also, if you believe that your usage may change significantly in the coming year, you can choose a different plan. We will check your plan again the following year.

What are Mercury's fees and services?

Service fees are a necessary part of being able to give you the best of us and our services.

Service fees apply to both our residential and business customers with single or 3-phase connections of 100 amps or less (if that’s too technical, give us a ring and we’ll be able to help on 0800 10 18 10).

Here are our fees (GST is already included):

1) Meter reading - special (interim) or final

  • Charged when a meter read is requested. $15.00
  • Available appointment blocks are between 8:00 - 12:00pm or 12:00 - 4:00pm.
  • No fixed times are available.
 

2) Electricity disconnection or reconnection fee (per site visit)*

  • Disconnection for arrears or request by customer (safety disconnection) within working hours (8:00 - 5:00pm). $70.00
  • Disconnection request by customer (safety disconnection only) within 3-5 hours, after hours, on the weekend or on a public holiday. $120.00
  • Reconnection on same day during working hours (8:00 - 5:00pm).
  • All reconnection request calls to be made by 4:00pm. $70.00
  • Reconnection request by customer within 3-5 hours. After hours, on the weekend or on a public holiday. $120.00
  • Reconnection of power which has been off for more than six months (Service available in selected areas only)** $140.00

* Fees may be charged for each site visit even where a disconnection or reconnection is unsuccessful. **An additional charge may apply for urgent reconnections when a safety inspection is required.

3) Gas disconnection or reconnection fee (per site visit)*

  • Disconnection (temporary or transitional ONLY) for arrears or request by customer (safety disconnection) within working hours (8:00 - 4:00pm). $120.00
  • Reconnection on same day during working hours (8:00 - 4:00pm). $120.00
  • Reconnection request by customer within 3-5 hours. After hours, on the weekend or on a public holiday. $185.00

* Fees may be charged for each site visit even where a disconnection or reconnection is unsuccessful  

4A) Metering New Connection fee

  • Charged per visit when you request a representative to visit your premises to inspect, test, install your metering for a new connections $75.00*

*the new connection fee may vary in some areas due to network costs and for non-standard meters. Contact 0800 49 0003 for more information.

4B) Metering Alteration call out fee

  • Charged per visit when you request a representative to visit your premises to inspect, test, install and/or change your metering. This includes BTS to perm, meter shifts, overhead to underground, upgrade and downgrades, inspection after prescribed work and resealing a meter*. $241.50

* The fee may vary in some areas and for non-standard meters. Contact 0800 49 0003 for more information.

5) Repeat site visit

  • When Mercury sends a contractor to a site and the job is not ready or access cannot be obtained a fee will apply. $92.00
 

6) Metering call out fee (per visit)

  • Charged per visit when a representative is required to visit your premises but the job type does not require an electrical inspector to view. This includes a tariff change where there is a physical change to the meter is involved, faulty meter, high consumption issue, and you requesting a site visit. $135.00
 

7) Customer site visit (per site visit)

  • Representative is required to visit your premises after all reasonable efforts have been exhausted to make contact with the account holder and or alternative contact to discuss your power account, medical dependency or vulnerability status. $60.00

Please note: Fees may be charged for each Customer Site Visit even where contact is unsuccessful.

8) Prepay install - absent/turndown fee     

  • Charged if you do not keep an appointment to install a prepay meter or if you refuse to allow one of our representatives to install a prepay meter $75.00
 

9) Non-network fault call out fee     $105.00

10) Non-network no hot water call out fee     $105

11) Administration fees

  • Payment dishonour. $5.00
  • Debt management.$25.00
  • Credit refund (free on closed accounts). $25.00
  • Price plan change (one free per year. A meter inspection call out fee may apply). $40.00
  • Collect outstanding debts. All costs.
 

12) Transaction fees

  • Payment made in person over the counter $1.50
  • One-off credit /debit card transactions *** 1.5%
  • A 0.71% service fee applies to recurring credit / debit card payments
 

13) Bond

A bond may be charged as security for payment of your energy supply:
Commercial per connection: The greater of $500 or three times the average monthly charge. This is based on actual or estimated monthly charges, over the preceding 12 months, for the previous occupant.

14) Three year fixed

Special terms & conditions apply to the Three Year Fixed Plan. For terms & conditions, click here.

***Credit /debit card transactions are only available on some price plans.      
**** Excluding change from Three Year Fixed. For terms & conditions, click here.

We understand that financial difficulties can affect any of us at different times, for many different reasons. This can make it hard to pay your power bill.

If you are finding it hard to pay your power bill there are several things you can do:

  • Keep the lights on and pay back any debt over time with pay-as-you-go power from our preferred provider, GLOBUG.

  • Check out our tips & information on saving power and money by visiting GEM in your My Account.

  • Speak to family and friends.

  • Call Work and Income to make sure you are receiving all the money you are entitled to.

  • Call a budgeting advice service.

  • Contact us directly to discuss other options for payment.

  • Call us on 0800 10 18 60 to ask about a payment plan that may let you pay your power bill off a little at a time.

  • For special consideration into your financial situation, please fill out our Financial Hardship Form below.

Enter your account details


 

Please enter the contact details of a person you authorise to manage your energy account on your behalf in the event that you are not available.
 


 

Enter the contact details of any relevant social agencies you are dealing with, e.g. Work and Income, Citizens Advice Bureau, etc.


 
 


< View all FAQs

 

WONDERFUL ENERGY SAVING TIPS.

Whether it's life, home or work, small changes = big impact when it comes to your energy use. You can still cook up a storm, binge your favourite TV show and stay toasty warm while keeping on top of your bill.