Energy Online and Coronavirus (COVID-19)

COVID-19: We’ve got your back


In challenging times like these, it’s important that mates stick together. There’ll be some ups and downs in the months ahead and we understand many of you may be worrying about the impact COVID-19 is having on your finances, families, businesses and health. No matter what, we’re here to support you and are ready to help.


Energy Online ‘Care Package’


Our Care Package is available to anyone financially impacted by Covid-19, in addition to those who are medically dependent, elderly or in hardship.

  • Payment plan: We want to make sure your debt doesn’t get out of control so will tailor a realistic payment plan that works for you.
  • Payment extensions: If your bill is due in the next 7 days and you are worried about being able to make payments, please call us on 0800 086 400 or Live Chat with the team Monday to Friday, 8am - 5pm.
  • Medically dependent: We’ll support you if you have critical medical equipment powered by mains electricity, or you rely on electricity supply because of your age, health or disability, just let us know. To speak with us about critical medical supply, please call us on 0800 086 400

Keeping the lights on, homes warm and bottled gas delivered


We’re classified as an essential service by the New Zealand Government, which means we’re working hard to continue to deliver power, gas and bottled gas. We want your energy supply to be one less thing for you to worry about, so will be making sure your lights stay on and your whanau is warm, regardless of your situation.

  • Delivering your bottled gas: There is no need to order in advance, please only order if you require your usual bottled gas delivery. Our drivers are following protocols to keep both themselves and the public safe. We ask that you maintain a distance of 2m from our drivers, and please avoid going near your gas bottles. We thank our drivers for providing this essential delivery service to you, our customers. Please show kindness during this difficult time. Tip: Order your LPG Bottle Refill online to save time.
  • Meter reads: During this time, our meter readers will not be visiting homes or businesses. To ensure your monthly bill is based on your actual usage and not an estimate we are completing meter reads by phone and someone from Wells (our meter reading provider) will be in touch.
  • Your business and estimated reads: If your business sometimes receives estimated bills due to your meter type we may need to hear from you. If you have significantly reduced your energy consumption, or have switched off your supply please contact us so we can ensure your estimated bill is more reflective of your current situation. This may be for your electricity meter, and will affect all gas meters on your premises. We're here to help on 0800 086 400 Monday to Friday, 8am - 5pm.
  • Outages: We’re working hard alongside our contractors to ensure electricity supply is one less thing you need to worry about so are prioritising emergencies, faults and reconnections. We’ll let you know if for any reason there are outages planned in your area.

Taking care of our people


We love our team, so making sure that they’re looked after and healthy is super important. Of course they’re all working from home these days so it might take them a little longer than normal to respond to your queries – please be patient.


Other support is available


The 2020 Winter Energy Payment offered by the Government has doubled and WINZ can help with COVID-19 financial assistance.

  • Winter Energy Payment: To help with managing your energy bill through Winter the Government has doubled the 2020 Winter Energy Payment for in response to COVID-19. It’s now $40.91 a week for singles and $63.64 a week for couples or families and is paid as part of the regular WINZ payment for those who are eligible from 1 May through 1 October. For more information check out WINZ: Winter Energy Payment.
  • COVID-19 Financial Assistance: Anyone impacted by COVID-19 should get in touch with WINZ to discuss options for financial assistance. You’d don’t have to be a currently eligible for a benefit to receive assistance. Find out more on the Government’s COVID-19 financial assistance page.

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Together we’ll get through this.

The Team at Energy Online