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As an essential service provider we’re taking our responsibilities very seriously. Our aim is to keep things running as smoothly as possible during this time.




We're keeping you up to date

Changes to the way we work

Our customer service team are working from home and are here to answer any questions you may have.

At Alert Level 2 our offices and depots remain closed to the public. We’ve also made other changes to the way we work:


  • If you request a refund we’re no longer able to pay this by cheque and will need a bank account.
  • We encourage customers to pay electronically if possible. We are still accepting cheques by mail. Our account details and address are at the bottom of your bill.  Please do not send cash in the mail.  A list of pays to pay your bill can be found here.

Reading your meter

  • If we need to physically read your meter we will now read these at Alert Level 2 (you don’t have a smart meter).  If you’re vulnerable and would prefer us not to visit, please get in touch.

Customer Meter Read – Smart Meter

Customer Meter Read – Analogue Meter

Our team out in the field

When our staff are called to an outage they will follow the protocol below:

  • All our staff will maintain a high level of hygiene at all times.
  • Staff will travel in separate vehicles
  • Masks and gloves will be worn when working in close proximity of others and when visiting properties.
  • Our team will maintain a 2m distance with each other (where possible) and members of the public.
  • If you have an outage at your property we will need to come into your house for testing before reconnecting your power.


Thanks for your understanding during this time.  Stay safe everyone.


Continuing to care for our customers

We understand that COVID-19 may impact some customers’ ability to pay their bill on time. If you’re having difficulty paying, or you’re seeking specialised care due to these events, please get in touch so we can understand your situation and discuss options that suit you.

Get in touch

Email: info@thelines.co.nz

Phone: 0800 367 546
We’re open Monday to Friday 8am to 5pm and
Wednesday 8am to 4pm

Submit your question online  – here 

Report a fault onlinehere


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