www.genesisenergy.co.nz
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Submitted URL: http://www.genesisenergy.co.nz/help
Effective URL: https://www.genesisenergy.co.nz/help
Submission: On December 31 via api from NZ — Scanned from NZ
Effective URL: https://www.genesisenergy.co.nz/help
Submission: On December 31 via api from NZ — Scanned from NZ
Form analysis 1 forms found in the DOM
POST https://genesisenergy.formstack.com/forms/index.php
<form autocomplete="off" id="fsForm5969671" method="post" class="StyledForm-sc-1xaj75q-0 dxJGAX fsForm" action="https://genesisenergy.formstack.com/forms/index.php" novalidate="" enctype="multipart/form-data"><input type="hidden" tabindex="-1"
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placeholder="_"><input type="hidden" tabindex="-1" name="incomplete_password" value="" placeholder="_"><input type="hidden" tabindex="-1" name="latitude" value="" placeholder="_"><input type="hidden" tabindex="-1" name="longitude" value=""
placeholder="_"><input type="hidden" tabindex="-1" name="hiddenByLogicFieldIds[]" value="175936528" placeholder="_"><input type="hidden" tabindex="-1" name="hiddenByLogicFieldIds[]" value="176482466" placeholder="_"><input type="hidden"
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value="175211926" placeholder="_"><input type="hidden" tabindex="-1" name="hiddenByLogicFieldIds[]" value="174993816" placeholder="_"><input type="hidden" tabindex="-1" name="hiddenByLogicFieldIds[]" value="175205862" placeholder="_"><input
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name="hiddenByLogicFieldIds[]" value="175212179" placeholder="_"><input type="hidden" tabindex="-1" name="hiddenByLogicFieldIds[]" value="175212138" placeholder="_"><input id="fsUserAgent" type="hidden" tabindex="-1" name="fsUserAgent"
value="Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/131.0.0.0 Safari/537.36" placeholder="_">
<div id="fsPage5969671-1" class="StyledPage-sc-15mrpfq-0 drPGbo fsPage">
<div data-testid="section0-col2" id="fsSection0" class="StyledSection-sc-1jyjf4h-0 bhJvRg fsSection" style="display: grid; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));"><span
class="StyledLabel-sc-vn5hkq-0 hJNLtC fsLabelVertical fsFieldCell" id="label-field174993355" for="field174993355" data-testid="field-174993355-vertical"
style="display: flex; visibility: visible; grid-column: span 2;"><a id="field-anchor-174993355" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel"><span class="show-label fieldset-label">Are you a Genesis home or business customer?</span></div>
<fieldset aria-labelledby="174993355-legend" role="radiogroup" aria-required="false" class="StyledFieldset-sc-1r8yz9c-0 StyledOptionWrapper-sc-1ah0fdf-0 cqURLV fHPyhU"><span
style="position: absolute; left: -999em; width: 0.1em; height: 0.1em; overflow: hidden;">
<legend id="174993355-legend">Are you a Genesis home or business customer?</legend>
</span>
<div><label for="field174993355_1" class="StyledOptionLabel-sc-1bymt4x-0 jrkMoj fsOptionLabel"><input label="Are you a Genesis home or business customer?" class="StyledOptionButton-sc-wqe0tc-0 bUjeLT fsRadio" type="radio"
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<div><label for="field174993355_2" class="StyledOptionLabel-sc-1bymt4x-0 jrkMoj fsOptionLabel"><input label="Are you a Genesis home or business customer?" class="StyledOptionButton-sc-wqe0tc-0 bUjeLT fsRadio" type="radio"
name="field174993355" id="field174993355_2" data-fs-field-id="174993355" data-fs-field-name="radio" data-fs-field-alias="*" value="Business" placeholder="_"><span>Business</span></label></div>
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</span></div>
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<div id="fsPage5969671-2" class="StyledPage-sc-15mrpfq-0 kVPSvM fsPage fsHidden">
<div data-testid="section174991055-col2" id="fsSection174991055" class="StyledSection-sc-1jyjf4h-0 bhJvRg fsSection" style="display: grid; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p><span style="font-size: 18px;"><strong>Your details</strong></span></p>
</div>
</div><label class="StyledLabel-sc-vn5hkq-0 bsCbbs fsLabelVertical fsHiddenField fsFieldCell" id="label-field175936528" for="field175936528" data-testid="field-175936528"
style="visibility: hidden; grid-column: span 1;"><a id="field-anchor-175936528" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsHidden fsRequiredLabel"><span>Business name</span><span class="StyledRequiredMarker-sc-d195mo-0 etyUlG fsRequiredMarker">*</span></div>
<div class="StyledSubFieldGroup-sc-ik27pq-0 jNNhQM fsSubFieldGroup">
<div class="StyledSubField-sc-1wt4t9i-0 bSLuok"><input autocomplete="on" disabled="" class="StyledInput-sc-1cxwxcf-0 iUobFz fsFieldShortAnswer fsHidden fsText" id="field175936528" type="text" label="Business name" required=""
name="field175936528" placeholder="_" data-fs-field-id="175936528" data-fs-field-name="text" data-fs-field-alias="value" value=""><label for="field175936528">Business name*</label></div>
</div>
</label><label class="StyledLabel-sc-vn5hkq-0 bsCbbs fsLabelVertical fsHiddenField fsFieldCell" id="label-field176482466" for="field176482466" data-testid="field-176482466"
style="visibility: hidden; grid-column: span 1;"><a id="field-anchor-176482466" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsHidden fsRequiredLabel"><span>Position in the business</span><span class="StyledRequiredMarker-sc-d195mo-0 etyUlG fsRequiredMarker">*</span></div>
<div class="StyledSubFieldGroup-sc-ik27pq-0 jNNhQM fsSubFieldGroup">
<div class="StyledSubField-sc-1wt4t9i-0 bSLuok"><input autocomplete="on" disabled="" class="StyledInput-sc-1cxwxcf-0 iUobFz fsFieldShortAnswer fsHidden fsText" id="field176482466" type="text" label="Position in the business" required=""
name="field176482466" placeholder="_" data-fs-field-id="176482466" data-fs-field-name="text" data-fs-field-alias="value" value=""><label for="field176482466">Position in the business*</label></div>
</div>
</label><label class="StyledLabel-sc-vn5hkq-0 gkXVml fsLabelVertical fsFieldCell" id="label-field174993346" for="field174993346" data-testid="field-174993346"
style="display: flex; visibility: visible; grid-column: span 1;"><a id="field-anchor-174993346" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsRequiredLabel"><span>Full legal name</span><span class="StyledRequiredMarker-sc-d195mo-0 etyUlG fsRequiredMarker">*</span></div>
<div class="StyledSubFieldGroup-sc-ik27pq-0 jNNhQM fsSubFieldGroup">
<div class="StyledSubField-sc-1wt4t9i-0 bSLuok"><input autocomplete="on" class="StyledInput-sc-1cxwxcf-0 iUobFz fsFieldShortAnswer fsText" id="field174993346" type="text" label="Full legal name" required="" name="field174993346"
placeholder="_" data-fs-field-id="174993346" data-fs-field-name="text" data-fs-field-alias="value" value=""><label for="field174993346">Full legal name*</label></div>
</div>
</label><label class="StyledLabel-sc-vn5hkq-0 gkXVml fsLabelVertical fsFieldCell" id="label-field174993349" for="field174993349" data-testid="field-174993349"
style="display: flex; visibility: visible; grid-column: span 1;"><a id="field-anchor-174993349" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsRequiredLabel"><span>Email address</span><span class="StyledRequiredMarker-sc-d195mo-0 etyUlG fsRequiredMarker">*</span></div>
<div class="StyledSubFieldGroup-sc-ik27pq-0 jNNhQM fsSubFieldGroup">
<div class="StyledSubField-sc-1wt4t9i-0 gTFIzS fsSubField"><input id="field174993349" type="email" maxlength="" label="Email address" required="" autocomplete="email" class="StyledInput-sc-1cxwxcf-0 iUobFz fsFieldEmail fsEmail"
name="field174993349" size="50" placeholder="_" data-fs-field-id="174993349" data-fs-field-name="email" data-fs-field-alias="value" value=""><label for="field174993349">Email address*</label></div>
</div>
</label><label class="StyledLabel-sc-vn5hkq-0 gkXVml fsLabelVertical fsFieldCell" id="label-field174993350" for="field174993350" data-testid="field-174993350"
style="display: flex; visibility: visible; grid-column: span 1;"><a id="field-anchor-174993350" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsRequiredLabel"><span>Phone number</span><span class="StyledRequiredMarker-sc-d195mo-0 etyUlG fsRequiredMarker">*</span></div><input autocomplete="tel"
class="StyledInput-sc-1cxwxcf-0 iUobFz fsFieldPhone fsPhone" name="field174993350" id="field174993350" data-testid="field174993350" required="" placeholder="_" type="tel" data-fs-field-id="174993350" data-fs-field-name="phone"
data-fs-field-alias="*" value="" label="Phone"><label for="field174993350">Phone number*</label>
</label><label class="StyledLabel-sc-vn5hkq-0 gkXVml fsLabelVertical fsFieldCell" id="label-field174993352" for="field174993352" data-testid="field-174993352"
style="display: flex; visibility: visible; grid-column: span 1;"><a id="field-anchor-174993352" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel"><span>Customer number</span></div>
<div class="StyledSubFieldGroup-sc-ik27pq-0 jNNhQM"><input class="StyledInput-sc-1cxwxcf-0 iUobFz fsNumber" name="field174993352" id="field174993352" data-testid="field174993352" placeholder="_" step="1" data-fs-field-id="174993352"
data-fs-field-name="number" data-fs-field-alias="*" type="text" label="Customer number" inputmode="numeric" value=""><label for="field174993352">Customer number</label></div><span
class="StyledSupportingText-sc-1pgm78z-0 eeXabq fsSupporting"><span>Your customer number is 10 digits long and can be found on the top right corner of your bill.</span></span>
</label>
</div>
</div>
<div id="fsPage5969671-3" class="StyledPage-sc-15mrpfq-0 kVPSvM fsPage fsHidden">
<div data-testid="section174991157-col2" id="fsSection174991157" class="StyledSection-sc-1jyjf4h-0 bhJvRg fsSection" style="display: grid; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p style="font-size:22px;">What can we help you with?</p>
</div>
</div><label class="StyledLabel-sc-vn5hkq-0 gkXVml fsLabelVertical fsFieldCell" id="label-field174991118" for="field174991118" data-testid="field-174991118" data-internal-label="Query type Home"
style="display: flex; visibility: visible; grid-column: span 1;"><a id="field-anchor-174991118" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsRequiredLabel show-label"><span class="show-label">Query type</span><span class="StyledRequiredMarker-sc-d195mo-0 etyUlG fsRequiredMarker">*</span></div><select size="1"
id="field174991118" type="select" label="Query type" required="" class="StyledSelectInput-sc-1qjysc9-0 jOXLgC fsFieldSelect fsSelect" name="field174991118" data-fs-field-id="174991118" data-fs-field-name="select" data-fs-field-alias="*">
<option value=""></option>
<option value="My bill">My bill</option>
<option value="Payments">Payments</option>
<option value="Update my details">Update my details</option>
<option value="Join query">Join query</option>
<option value="Close my account">Close my account</option>
<option value="LPG">LPG</option>
<option value="Other">Other</option>
</select>
</label>
</div>
<div data-testid="section174993375-col2" id="fsSection174993375" class="StyledSection-sc-1jyjf4h-0 dZMGHm fsSection" style="display: none; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p style="padding-top:20px;"><span style="font-size: 16px;">Here are some useful articles that might help.</span></p>
<p style="font-size: 14px;">
<a href="https://www.genesisenergy.co.nz/tips-and-tricks/articles/why-is-my-bill-so-high-in-winter" rel="noopener noreferrer" target="_blank">Why is my bill so high in winter?</a><br><a href="https://www.genesisenergy.co.nz/help/faqs/why-have-i-received-an-estimated-bill" rel="noopener noreferrer" target="_blank">Why have I received an estimated bill?</a>
</p>
</div>
</div>
</div>
<div data-testid="section174993651-col2" id="fsSection174993651" class="StyledSection-sc-1jyjf4h-0 dZMGHm fsSection" style="display: none; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p style="padding-top:20px;"><span style="font-size: 16px;">Here are some useful articles that might help.</span></p>
<p style="font-size: 14px;">
<a href="https://www.genesisenergy.co.nz/help/faqs/understand-overdue-accounts" rel="noopener noreferrer" target="_blank">Understanding overdue accounts</a><br><a href="https://www.genesisenergy.co.nz/help/faqs/i-cant-make-my-payment-on-time-can-i-get-an-extension" rel="noopener noreferrer" target="_blank">Can I get a payment extension?</a><br><a href="https://www.genesisenergy.co.nz/for-home/services/billing-and-payments" rel="noopener noreferrer" target="_blank">Ways to pay your home power bill</a>
</p>
</div>
</div>
</div>
<div data-testid="section174993725-col2" id="fsSection174993725" class="StyledSection-sc-1jyjf4h-0 dZMGHm fsSection" style="display: none; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p style="padding-top:20px;"><span style="font-size: 16px;">Here's an article that might help.</span></p>
<p style="font-size: 14px;"><a href="https://www.genesisenergy.co.nz/help/faqs/how-do-i-update-my-details-in-energy-iq" rel="noopener noreferrer" target="_blank">How do I update my details in Energy IQ?</a></p>
</div>
</div>
</div>
<div data-testid="section174993747-col2" id="fsSection174993747" class="StyledSection-sc-1jyjf4h-0 dZMGHm fsSection" style="display: none; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p style="padding-top:20px;"><span style="font-size: 16px;">Want to join Genesis?</span></p>
<p style="font-size: 14px;"><a href="https://www.genesisenergy.co.nz/join/residential/address" rel="noopener noreferrer" target="_blank">Sign up online now</a></p>
</div>
</div>
</div>
<div data-testid="section174993771-col2" id="fsSection174993771" class="StyledSection-sc-1jyjf4h-0 dZMGHm fsSection" style="display: none; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p style="padding-top:20px;"><span style="font-size: 16px;">Here's an article that might help.</span></p>
<p style="font-size: 14px;"><a href="https://www.genesisenergy.co.nz/help/faqs/how-do-i-cancel-my-account" rel="noopener noreferrer" target="_blank">How do I cancel my account?</a></p>
</div>
</div>
</div>
<div data-testid="section174993783-col2" id="fsSection174993783" class="StyledSection-sc-1jyjf4h-0 dZMGHm fsSection" style="display: none; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p style="padding-top:20px;"><span style="font-size: 16px;">Here are some useful articles that might help.</span></p>
<p style="font-size: 14px;">
<a href="https://www.genesisenergy.co.nz/help/faqs/bottled-gas-lpg-delivery" rel="noopener noreferrer" target="_blank">Information about gas bottle delivery</a><br><a href="https://www.genesisenergy.co.nz/help/faqs/lpg-installation-delivery-safety-compliance" rel="noopener noreferrer" target="_blank">LPG installation/delivery safety and compliance</a><br><a href="https://www.genesisenergy.co.nz/help/faqs/understanding-lpg-and-my-bottled-gas-bill" rel="noopener noreferrer" target="_blank">Understanding LPG and my bottled gas bill</a>
</p>
</div>
</div>
</div>
<div data-testid="section175212130-col2" id="fsSection175212130" class="StyledSection-sc-1jyjf4h-0 dZMGHm fsSection" style="display: none; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p style="padding-top:20px;"><span style="font-size: 16px;">Have you seen our FAQs?</span></p>
<p style="font-size: 14px;"><a href="https://www.genesisenergy.co.nz/help/faqs" rel="noopener noreferrer" target="_blank">Browse our frequently asked questions here</a></p>
</div>
</div>
</div>
<div data-testid="section174993704-col2" id="fsSection174993704" class="StyledSection-sc-1jyjf4h-0 dZMGHm fsSection" style="display: none; column-gap: calc(20px); grid-template-columns: repeat(2, minmax(0px, 1fr));">
<div class="StyledSectionHeader-sc-14xa0k7-0 kXiQTj fsSectionHeader">
<div class="fsSectionText">
<p><strong>If you still need help, let us know your query in the box below.</strong></p>
</div>
</div><label class="StyledLabel-sc-vn5hkq-0 jhatUT fsLabelVertical fsHiddenField fsFieldCell" id="label-field174991061" for="field174991061" data-testid="field-174991061" data-internal-label="Query message"
style="visibility: hidden; grid-column: span 2;"><a id="field-anchor-174991061" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsHidden fsRequiredLabel show-label"><span class="show-label">Please provide as much information as possible for our team to answer your query</span><span
class="StyledRequiredMarker-sc-d195mo-0 etyUlG fsRequiredMarker">*</span></div><textarea disabled="" class="StyledInput-sc-1cxwxcf-0 jIGeTp fsFieldLongAnswer fsHidden fsTextarea" id="field174991061" type="text"
label="Please provide as much information as possible for our team to answer your query" required="" name="field174991061" cols="50" rows="10" placeholder="" data-fs-field-id="174991061" data-fs-field-name="textarea"
data-fs-field-alias="*"></textarea>
</label><span class="StyledLabel-sc-vn5hkq-0 jhatUT fsLabelVertical fsHiddenField fsFieldCell" id="label-field174993813" for="field174993813" data-testid="field-174993813-vertical"
style="visibility: hidden; grid-column: span 2;"><a id="field-anchor-174993813" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsHidden fsRequiredLabel"><span class="show-label fieldset-label">Are you happy to receive a call during business hours if our team has more questions?</span><span
class="StyledRequiredMarker-sc-d195mo-0 etyUlG fsRequiredMarker">*</span></div>
<fieldset aria-labelledby="174993813-legend" role="radiogroup" aria-required="true" class="StyledFieldset-sc-1r8yz9c-0 StyledOptionWrapper-sc-1ah0fdf-0 cqURLV fHPyhU"><span
style="position: absolute; left: -999em; width: 0.1em; height: 0.1em; overflow: hidden;">
<legend id="174993813-legend">Are you happy to receive a call during business hours if our team has more questions?</legend>
</span>
<div><label for="field174993813_1" class="StyledOptionLabel-sc-1bymt4x-0 jrkMoj fsOptionLabel"><input label="Are you happy to receive a call during business hours if our team has more questions?" required=""
class="StyledOptionButton-sc-wqe0tc-0 bUjeLT fsHidden fsRadio" disabled="" type="radio" name="field174993813" id="field174993813_1" data-fs-field-id="174993813" data-fs-field-name="radio" data-fs-field-alias="*" value="Yes"
placeholder="_"><span>Yes</span></label></div>
<div><label for="field174993813_2" class="StyledOptionLabel-sc-1bymt4x-0 jrkMoj fsOptionLabel"><input label="Are you happy to receive a call during business hours if our team has more questions?" required=""
class="StyledOptionButton-sc-wqe0tc-0 bUjeLT fsHidden fsRadio" disabled="" type="radio" name="field174993813" id="field174993813_2" data-fs-field-id="174993813" data-fs-field-name="radio" data-fs-field-alias="*" value="No"
placeholder="_"><span>No</span></label></div>
</fieldset>
</span><label class="StyledLabel-sc-vn5hkq-0 jhatUT fsLabelVertical fsHiddenField fsFieldCell" id="label-field174993816" for="field174993816" data-testid="field-174993816"
style="visibility: hidden; grid-column: span 2;"><a id="field-anchor-174993816" tabindex="-1" aria-hidden="true"></a>
<div class="StyledLabelText-sc-1bsmirz-0 gFPwGS fsLabel fsHidden"></div>
<div class="AsyncFileUploadstyles__StyledDragAndDropContainer-sc-wvu5q-0 vGtTd">
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<p style="padding-top:20px;"><span style="font-size: 16px;">Here's an article that might help.</span></p>
<p style="font-size: 14px;"><a href="https://www.genesisenergy.co.nz/for-business/services/billing-and-payments" rel="noopener noreferrer" target="_blank">Understanding business billing and payments</a></p>
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<p style="padding-top:16px;"><span style="font-size: 16px;">Here are some useful articles that might help.</span></p>
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<a href="https://www.genesisenergy.co.nz/help/faqs/i-cant-make-my-payment-on-time-can-i-get-an-extension" rel="noopener noreferrer" target="_blank">Can I get a payment extension?</a><br><a href="https://www.genesisenergy.co.nz/help/faqs/ways-to-pay-your-bill" rel="noopener noreferrer" target="_blank">Ways to pay your business power bill</a>
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<p style="padding-top:20px;"><span style="font-size: 16px;">Here's an article that might help.</span></p>
<p style="font-size: 14px;"><a href="https://www.genesisenergy.co.nz/for-business/services/manage-your-account-online" rel="noopener noreferrer" target="_blank">Manage your business account online</a></p>
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<p style="padding-top:20px;"><span style="font-size: 16px;">Here's an article that might help.</span></p>
<p style="font-size: 14px;"><a href="https://www.genesisenergy.co.nz/for-business/services/manage-your-account-online" rel="noopener noreferrer" target="_blank">Manage your business account online</a></p>
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* For home * For business * For investors * About Log inJoin Genesis * Products * Services * Why Genesis * Move house * Sustainability * Help CONTACT AND SUPPORT With you. For you. Energy IQ self serve Vulnerable & medically dependent GET IN TOUCH ENERGY IQ Available 24/7 Easily view your bills, make a payment, request a refund, order a gas bottle and more in the Energy IQ app. Explore Energy IQ PHONE SELF-SERVICE Available 24/7 Order gas bottles, listen to your balance, defer a payment and pay your bill. Make sure you have your customer number ready before calling. Call 0800 300 400 CHAT WITH AN AGENT Available Monday – Friday, 8am – 6pm Connect with a Genesis agent to chat about joining us, moving home and anything else. During these hours, go to the Web chat box below and existing customers have your customer number ready. NEED HELP? We're here to help. Check out the number of ways we can support you, or see if your question is answered on our FAQs page. See all FAQs MOVING HOME? 3 easy ways to book your move with us Move house ORDER BOTTLED GAS A few taps in our Energy IQ app and the gas is on its way Order on Energy IQ PAY MY BILL View and make payments on your account Billing and payments OUTAGES What to do if there's an outage in your area Outages info OTHER WAYS TO REACH US FOR HOME: 0800 300 400 From overseas: +64 7 838 7863 Faults and outages: Call Monday to Sunday 24 hours ALL OTHER ENQUIRES Call: Monday to Friday 8:30am – 5pm Chat to the team: Monday to Friday 8am – 6pm Or fill out the webform below. Fill out the form BOOK A CALLBACK Book a date and time and receive a callback from one of our team. Book a call FOR BUSINESS: 0800 600 900 From overseas: +64 7 838 7784 Faults and outages: Monday to Sunday 24 hours ALL OTHER ENQUIRIES Call: Monday to Friday 8:30am – 5pm Or fill out the webform below. Fill out the form BOOK A CALLBACK Book a date and time and receive a callback from one of our team. Book a call TRADE CONNECTIONS Monday to Friday 8am – 4:30pm 0800 155 010 EMERGENCY In case of emergency, contact our residential or business team or visit our emergency page Important info SUSPICIOUS ACTIVITY If you're concerned about a communication you have received let us know Security and scam alerts RESOLUTION PROCESS If something has gone wrong, we want to make it right. Get in touch with us today How we can help MAKING IT EASIER FOR YOU We're all about making our customers' energy lives easier. Like taking control with our handy app, Energy IQ, to keep track of your usage, update your account and more. Or different payment options to suit your needs. Energy IQ METERING CHANGES Need some help with your meter change? Let's get you sorted. From relocating your meter, to capacity changes and import/export meters, we're here to help out. Get your meter sorted GET IN TOUCH Are you a Genesis home or business customer? Are you a Genesis home or business customer? Home Business Your details Business name* Business name* Position in the business* Position in the business* Full legal name* Full legal name* Email address* Email address* Phone number* Phone number* Customer number Customer number Your customer number is 10 digits long and can be found on the top right corner of your bill. What can we help you with? Query type* My billPaymentsUpdate my detailsJoin queryClose my accountLPGOther Here are some useful articles that might help. Why is my bill so high in winter? Why have I received an estimated bill? Here are some useful articles that might help. Understanding overdue accounts Can I get a payment extension? Ways to pay your home power bill Here's an article that might help. How do I update my details in Energy IQ? Want to join Genesis? Sign up online now Here's an article that might help. How do I cancel my account? Here are some useful articles that might help. Information about gas bottle delivery LPG installation/delivery safety and compliance Understanding LPG and my bottled gas bill Have you seen our FAQs? Browse our frequently asked questions here If you still need help, let us know your query in the box below. Please provide as much information as possible for our team to answer your query* Are you happy to receive a call during business hours if our team has more questions?* Are you happy to receive a call during business hours if our team has more questions? Yes No Drag and drop here or Browse files Max file size: 10 MB Supported file types are: jpg, jpeg, png, or pdf What can we help you with? Query type* My billPaymentsUpdate my detailsJoin queryClose my accountSummary of accountOther Here's an article that might help. Understanding business billing and payments Here are some useful articles that might help. Can I get a payment extension? Ways to pay your business power bill Here's an article that might help. Manage your business account online Want to join Genesis? Sign up online now Here's an article that might help. Manage your business account online Have you seen our FAQs? Browse our frequently asked questions here If you still need help, let us know your query in the box below. Please provide as much information as possible for our team to answer your query* Are you happy to receive a call during business hours if our team has more questions?* Are you happy to receive a call during business hours if our team has more questions? Yes No Drag and drop here or Browse files Max file size: 10 MB Supported file types are: jpg, jpeg, png, or pdf PreviousNext WHAT CAN WE HELP WITH? See all FAQs VULNERABLE CUSTOMERS If you or someone in your home is reliant on electricity because of your age, health or disability, it’s important that you let us know. Chat with us so we can flag your account as vulnerable. Genesis provides a wide range of services to support those who are vulnerable, or who simply need help controlling and managing their power bills. View the ways that we can help you through our Vulnerable Care Package. MEDICALLY DEPENDENT CUSTOMERS If you or someone in your home is dependent on mains powered electricity and/or natural gas or bottled gas (LPG) for critical medical support, it’s important that you let us know. Get in touch with us so we can start the process of flagging your account for medical dependency. Medical dependency can only be confirmed once we have received a completed medical dependency form signed by your Health Practitioner. * Medically dependent on mains electricity – you can download the PDF form here. * Medically dependent on natural gas or bottled gas (LPG) – you can download the PDF form here Genesis provides a wide range of services to support those who are medically dependent, or who simply need help controlling and managing their power bills. View the ways that we can help you through our Vulnerable Care Package. If you are medically dependent and without power and/or natural gas or bottled gas (LPG), please read this important information on what to do. UNDERSTAND OVERDUE ACCOUNTS NEED MORE TIME TO PAY? We’re here to help. You can request a 14 day extension on your overdue balance in Energy IQ If you want to talk about what options are available for you, chat with us and we’ll be happy to discuss this with you. NEED SOME FURTHER ASSISTANCE If you’re having trouble paying your bill, Genesis provides and supports a range of options to help you. * Control-a-bill might work for you by evening out the amount you pay * Contact FinCap who can help you get budgeting and financial capability advice * Work and Income New Zealand may be able to lend you a hand, call them on 0800 559 009 * In selected locations around the country, EnergyMate can support with in-home visits from trained financial mentors, who can give advice based specifically on your needs If you’re not sure what would be right for you, chat with us so we can talk about your options. SET UP AND CHANGE AUTO-PAY WHAT IS AUTO-PAY Auto-pay is the easy way to take care of your energy bill. With Auto-pay, you can pay your energy bill automatically by regular direct debit from your chosen bank account, or set up a recurring payment from your credit or debit card. This means you won’t have to worry about missing a payment, or have the hassle of paying your bill each month manually. With an Energy Plus (Fixed or Flexi) plan, you’ll get a 2% discount for paying by direct debit, and a 1% discount for paying by recurring, variable credit or debit card. Even better, we don’t charge any credit card fees on recurring payments for our Energy Plus plans.* You can set up Auto-pay in the Energy IQ App or by calling us on 0800 300 400. Auto-pay means you give us the authority to charge the amount due on your bill to your bank account or card each month. *A transaction fee applies to all credit and debit card transactions for all plans other than Energy Plus plans, and to one-off credit and debit card transactions for Energy Plus plans. Direct debit and credit card terms and conditions apply. HOW DO I MAKE CHANGES TO MY AUTO-PAY? We can adjust: * Frequency of payment * Bank account you are paying from * Card you are paying from * Your payments from Control-a-bill to Recurring Payments * Or Recurring Payments to Control-a-bill If you're on an Energy Plus (Fixed or Flexi) plan you can set up, change, or remove Auto-pay at any stage in Energy IQ under “My Details”. You’ll need to do this 2 days prior to the due date to ensure we have time to change the payment. To set up or change your Auto-pay, chat with us and one of our Kiwi based crew will be able to help. Direct debit and credit card terms and conditions apply. CONTROL-A-BILL CONTROL-A-BILL Control-a-bill lets you take control by evening out your payments, so you pay the same amount weekly, fortnightly or monthly. * Payments will be automatically debited from your nominated bank account * Your discount(s) will be applied each month when your bill is produced * We’ll make sure your payments are in line with your usage and let you know if they need to change * You can easily make changes to your payments To set up Control-a-bill, call us on 0800 300 400 for residential customers and 0800 600 900 for business customers and we can discuss what your payment amounts would need to be. AM I ELIGIBLE FOR CONTROL-A-BILL? Control-a-bill is available to all existing and new Genesis Energy residential and small to medium enterprise customers for electricity, reticulated natural gas and/or bottled LPG supply, provided that you must not be in arrears on any of your energy accounts. HOW ARE MY CONTROL-A-BILL PAYMENTS CALCULATED? Your payments are calculated based on your average energy usage over 12 months and takes into account any balance on your account. If your previous usage is not available, this will be estimated based on the information you provide. HOW ARE MY PAYMENTS REVIEWED? We'll review your payments at least once every 12 months, or sooner if it appears that they're are not covering your usage. If your account is in credit or debit when we complete the review, your fixed payments may change accordingly. HOW WILL I BE INVOICED/BILLED BY GENESIS? You'll be billed monthly regardless of whether your Control-a-bill payments are weekly, fortnightly or monthly. Your Control-a-bill payment(s) will show up on your Genesis monthly Invoice as ‘Direct Debit Auto' line item(s). HOW WILL I KNOW MY PAYMENTS HAVE CHANGED? We’ll tell you at least 10 days before the change becoming effective by email or letter. FOR CONTROL-A-BILL WHY DO I HAVE TO PAY VIA DIRECT DEBIT? Control-a-bill is a fixed (auto) direct debit payment option only, and only works when paying via direct debit. We cannot set-up Control-a-bill via any other payment method. Note, we also need your direct debit details and the agreed Control-a-bill payment amount and frequency to be able to process and calculate your first month's payment free discount. WHAT IF I'M PAYING TOO MUCH AND MY ACCOUNT IS IN CREDIT, CAN I GET A REFUND? Your payments average your usage over 12 months, so you’ll likely see a credit build in summer which will be used in winter. If your credit gets too high, we’ll review your payments and potentially lower this. You may request for a credit balance to be refunded. This will be at our discretion and your payment amounts may need to increase to ensure that your usage is covered. WHAT IF I'M PAYING TOO LITTLE AND MY ACCOUNT HAS A DEBIT AMOUNT, WHAT DOES THIS MEAN? If we see your account is in debit your fixed payments may be adjusted up accordingly to correct this. We'll notify you prior to changing it. We may also request your debit balance to be paid off. WHAT IF I NEED TO DEFER A PAYMENT? We need a minimum of 1 days’ notice before your payment date. You can defer a payment by calling us on 0800 300 400 for residential customers and 0800 600 900 for business customers and following the steps in our IVR. * Your payment will be split across your next two payments. * Once the deferred balance has been paid, your payments will return to the normal. CAN I CANCEL A SCHEDULED CONTROL-A-BILL PAYMENT? You are not able to cancel a scheduled payment as your regular Control-a-bill payments are set to be consistent with the amount of energy that you use. You can defer a scheduled payment by up to five days. WHAT WILL HAPPEN IF I MISS A PAYMENT? If you miss any of your payments, we may cancel the Control-a-bill and tell you in writing. A late payment fee and/or a dishonour fee may apply to your account. If you wish to resume your Control-a-bill, please chat with us to discuss on 0800 300 400 for residential customers and 0800 600 900 for business customers. WHO REVIEWS AND ADJUSTS MY PAYMENTS? We will review your Control-a-bill arrangement at least once every 12 months, or sooner if it appears that your payments are not covering your usage. But you're best to keep an eye on it too. If your account is in credit or debit when we complete the review, your fixed payments may be adjusted up or down to cover your energy consumption. We also may request any debit balance be paid off. HOW WILL I KNOW MY PAYMENTS HAVE BEEN ADJUSTED? If your payment amounts are adjusted, we will advise you at least 10 days prior to the date the new amount becomes effective. CANCELLING MY CONTROL-A-BILL ARRANGEMENT If you wish to cancel your Control-a-bill arrangement but remain a Genesis customer, please contact us at least 2 business days before your next payment is due, and you can revert to regular monthly invoicing. Any debit or credit amount on your account, will be applied to your next energy bill. If you're signed-up to a Control-a-bill 24-month or 12-month fixed term plan, and you want to switch away from Genesis there may be an early cancellation fee charged of up to $200 including GST per customer for a 24 month plan, or $100 incl GST for a 12 month plan. WHAT IF MY BANK ACCOUNT DETAILS CHANGE OR I WANT TO CHANGE THE FREQUENCY/AMOUNT OF MY PAYMENTS? Call us at least two business days before your payment is due and let us know so that we can update your details and ensure that your arrangement can continue without any interruptions. CAN I TRANSFER MY CONTROL-A-BILL TO A NEW ADDRESS? If you change address and you request or authorise us to transfer your Control-a-bill arrangement from your old address to the new one, you will not need to create a new arrangement. WHAT TO DO WHEN YOU'VE BEEN DISCONNECTED We’re sorry you have been disconnected but we can arrange reconnection for you on the same day, on the next day, or after hours/weekend. A reconnection can take between 45 minutes to 6 hours and you must be present at the property that whole time for safety (or someone at least 18 years of age). A fee is also charged. We will either reconnect your power manually by sending out a contractor, or reconnect your power remotely – depending on the type of meter you have. When we reconnect gas, this must be done manually. WHAT WE NEED FROM YOU TO GET RECONNECTED VACANT DISCONNECTION If you have been disconnected because the property has been vacant for more than 6 months, you will need to call a licenced Electrician/Gas Fitter to provide a Certificate of Verification first, before we can reconnect the power safely. This is at your own cost. NON-PAYMENT DISCONNECTION If you have been disconnected for non-payment. We will need a minimum payment amount to be made, and proof it has been successful before we can reconnect the power such as a screenshot of the payment via internet banking, or a photo of a receipt. TO THEN BE RECONNECTED, PLEASE CALL US: For residential customers – call 0800 300 400 on option 2 For business customers – call 0800 600 900 on option 4 I CAN’T MAKE MY PAYMENT ON TIME, CAN I GET AN EXTENSION? Need a little longer to pay us? You can request an extension of 14 Days – online or through Energy IQ here. * Online – Select “Bills & Payments” under ‘Bills’. If you are eligible, click “Request Payment Extension” and follow the instructions. * Energy IQ – Select “Bills”, and if you are eligible, click “Request Payment Extension” and follow the instructions. You can also request an extension through our automated phone system (without the need to speak to someone). * Residential Customers – Call us on 0800 300 400, Monday to Friday 8am – 6pm. You'll need your customer number handy, and will need to select option 2 and follow the prompts. * Business Customers – Call us on 0800 600 900, Monday to Friday 8.30am – 5pm. You'll need your customer number handy, and will need to select option 4 and then option 2 and follow the prompts. Genesis provides a wide range of services to customers who need extra support, or who simply need help controlling and managing their power bills. Check out our Customer Care page. HOW CAN I REQUEST A REFUND? You can request a refund through Energy IQ if you meet all of the following: * You must have a credit balance on your account * You must have no outstanding balance across any of your accounts with us * You must have a bill based on an actual meter reading, not an estimate You’ll receive your refund within 2-3 working days, if it’s over $800 this can take up to 5 working days. CONTROL-A-BILL PAYMENT PLAN If you are on Control-a-bill, you can request a refund by calling us as we will need to discuss how a refund will affect your future payments. This means we may need to adjust your payment amount as a result. You can call us on: * For residential customers – call 0800 300 400 and select option 2 * For business customers – call 0800 600 900 and select option 4 WAYS TO PAY YOUR BILL Here are the easy ways you can pay your bill: ENERGY IQ Simply log in to your Energy IQ app to make a one off payment via Credit/Debit Card. IN PERSON AT AN NZ POST SHOP Take your Genesis bill with you to any NZ Post Shop to pay by cash or EFTPOS^. Want to find out where your nearest NZ Post Shop is? Use the Post Shop locator. ^$1.40 payment administration fee applies from 1 June 2014. INTERNET BANKING OR AUTOMATIC PAYMENT Internet banking allows you to make the payment when it suits you - any time on or before the due date. * Bank Name: Genesis Energy Ltd * Bank Number: 03-0502-0244320-00 * Reference: Use your customer number as reference. If paying from an International bank account please add: Print form * SWIFT CODE: WPACNZ2W PAYMENT PLAN WITH CONTROL-A-BILL We know that changing seasons and other factors can mean that your energy usage can be a bit all over the place. That's why we've come up with Control-a-bill, a convenient way to pay that lets you spread your energy payments out evenly, so you pay the same amount weekly, fortnightly or monthly, helping you budget better and take control of your energy payments. * Request Control-a-bill for your business account. * Request Control-a-bill for your home account. * Or visit our Control-a-bill FAQ for more details. PAY OVER THE PHONE To pay over the phone with your Visa or Mastercard, call us on 0800 300 400.* *A credit card processing fee applies to each credit card transaction from 1 June 2014. NEED HELP PAYING YOUR BILL? We’re here to help and you can easily request a 14 day extension on your overdue balance in Energy IQ. Our Customer Care page also outlines the full-range of support we can offer you. Please note we do not pay interest on any amounts overpaid or accounts in credit. Contact usAccessibilityRivers, lakes & rainfallNews Careers Privacy policy•Terms•All content ©2024 Genesis Energy