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Community Roadshow

We’ve scheduled an information roadshow to support customers for the rollover to retailer billing, with nine events taking place across the King Country, Ruapehu District, and Central Plateau during August.

The roadshows kick off in Taumarunui, Ōhakune, National Park and Tūrangi, then will move further north to Mokau, Piopio, Ōtorohanga, Te Kūiti, and Mangakino.

See below for venues, dates and times.

RSVP here

Venues, dates and times

Taumarunui

  • Tuesday 10 August
  • 12 – 1 PM
  • Taumarunui RSA, 10 Marae Street

Ōhakune

  • Wednesday 11 August
  • 11AM – 1PM
  • The Peaks, 128 Mangawhero Terrace

National Park

  • Wednesday 11 August
  • 5 – 6PM
  • The Park, 2/6 Millar Street,

Tūrangi

  • Thursday 12 August
  • 11AM – 1PM
  • Tongariro Hall, Te Rangitautahanga Road

Mōkau

  • Tuesday 17 August
  • 11AM – 12PM
  • Mōkau St John, 16 North Street

Piopio

  • Tuesday 17 August
  • 2 – 3PM
  • Memorial Hall, Moa St

Ōtorohanga

  • Wednesday 18 August
  • 11AM – 1PM
  • Ōtorohanga St John
  • Drop in session

Te Kūiti

  • Wednesday 18 August
  • 6 – 8PM
  • Railway Station, Building 3
  • Drop in session

Mangakino

  • Thursday 19 August
  • 11AM – 1PM
  • Mangakino St John, 25 Commerce Street

We're moving to retailer billing

From 1 October 2021 we will no longer send bills direct to most customers.

Instead, the majority of energy users across the King Country and Central Plateau will receive just one bill from an electricity retailer of their choice, combining both lines and electricity charges as they would anywhere else in New Zealand.

There are a small number of industrial customers who TLC will continue to direct bill; this is standard industry practice.

We’re focused on improving your experience with us and maintaining a safe and reliable network for now, and into the future.

Our team are here to help answer any questions you may have regarding the move to retail billing, please feel free to contact them on 0800 367 546 or via email.

Or check out the answers to frequently asked retailer billing questions below.

Retailer Billing FAQs

Will I still get the TLC Discount?

TLC Discounts (WESCT Customers only) will be made to the retail account holder following the rollover.

For WESCT Customers, we’ll apply the TLC Discount in September, reducing the amount owing on your bill before we rollover to retailer billing. The Discount will be for  distribution charges on the account from 1 April 2021 to 31 August 2021.

Will lines charges still be charged?

Yes, all energy customers in New Zealand pay lines charges. Everywhere else in the country these charges are incorporated into their retail bill. So, when we move to retailer billing, the lines charges will be passed on to the retail account holder via the retailer who will be acting as TLC’s agent.

Will I still be able to see a breakdown of lines charges?

Some retailers show a breakdown of lines charges on their bills, and others don’t. If you want to see your lines charges as charged by your retailer, you will need to make sure they itemise those charges on their bill. Following the rollover, TLC will have a tool available on this website enabling customers to estimate their lines charges based on TLC’s published prices.

Does this mean I'll get a larger bill?

When we move to retailer billing, you will get one bill from your retailer covering both lines and electricity charges. The bill will be larger than either the lines or power bill you currently receive, as the new bill will incorporate both sets of charges. Most retailers have a range of payment plans and options available which will help customers to spread out those charges should you wish to do so. Just reach out to your retailer closer to the time of the rollover to discuss the options.

Who will I contact if I have a fault, new connection or tree query?

TLC will continue to supply power down lines and cables, and maintain the network. If you have network related queries, please phone or email us. For new connections or tree queries, please phone 0800 367 546, and for faults or outages please phone 0800 367 328.

If I'm medically dependent on electricity, what do I need to do?

If you, or a person at your place, is dependent on electricity for medical reasons – you must let your retailer know. You/they should also have a personal medical emergency plan in place should there be an outage.

If I currently split the lines and energy bills with another person/party, what do I need to do?

In some cases, lines and energy charges are billed to separate parties e.g. landlords and tenants, farm owners and farm workers. Talk to the retail account holder about the best way forward if you wish to continue splitting those charges. The retail account holder will be billed both lines and electricity charges from 1 October 2021.

Will TLC notify me about planned outages once we've rolled over to retailer billing?

No. If we, or Transpower, have planned work affecting your connection – your retailer will let you know.

They’ll give you notice of the outage including the reason for the outage and estimated time when your power will be restored.

If my account is in credit after I've paid my final bill from TLC, will I get a refund?

Absolutely! Once you’ve settled your last bill from us, we’ll close your account. And if you’re in credit, we’ll make sure to refund the balance.

When will I receive my last bill from TLC?

Most customers will receive their last lines bill from TLC in October. This bill will include all final lines charges for the period – as well as any outstanding balance owing on your account.

I'd like to talk to someone about the change, who do I contact?

Our customer experience team are here to support you through the change – so reach out either via our call centre by phoning 0800 367 546 or email us.