Jump to content

We're moving to retailer billing

From late 2021 we will no longer send bills direct to customers. Instead, 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 energy charges as they would anywhere else in New Zealand.

The move to retail billing follows a comprehensive review of options and customer feedback where a vast majority of people told us that they’d prefer to receive a single bill.

The change is expected to take place in late 2021. You don’t need to do anything at this stage. We’ll be working with your retailer to arrange everything and we’ll get in contact with you should you need to do anything to help facilitate the change.

After the change is made, any Waitomo Energy Services Customer Trust (WESCT) TLC discounts payments will be made to the retail account holder.

Over the coming months we will be working on our internal systems and alongside electricity retailers to ensure the change is as seamless as possible. Following the change, TLC customers will have access to TLC Time of Use lines data through a tool on this website.

The move to retail billing is part of TLC’s strong focus on improving customer experience and the service it offers, with several other initiatives underway that will ensure we continue to maximise our value to customers and the wider community.

We will continue to operate the network and TLC’s core services provided to customers will not change. Customers will still see our crews working on and around the power lines keeping everyone connected, and you’ll continue to contact us in the event of a planned or unplanned outage.

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.

Retail Billing FAQs

Q. Will i still get a wesct tlc discount

A. We can confirm that any WESCT TLC Discounts will be made to the retail account holder following the rollover.

 

Q. Will lines charges still be charged?

A. 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 retail billing, TLC lines charges will be passed on to you via your retailer, they will not disappear. Following the rollover in late 2021, the combined cost of your lines charges and energy/power charges will make up your retail bill.

Q. Will i still be able to see ITEMIZED lines charges?

A. Some retailers itemize lines charges on their invoices, whilst others don’t. So, if you want to see your lines charges as charged by your retailer, you will need to make sure your retailer offers that service. Following the rollover, TLC is hoping to have an online tool available which will enable customers to view their lines consumption.

 

Q. Does this mean i’ll get a larger bill?

A. When we move to retail billing, you will see one bill from your retailer that covers both lines and energy/power charges. The bill will be larger than either the lines or power bill you currently receive, as the new bill will incorporate both 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.

 

Q. Who will i contact if i have  a fault, new connection or tree query?

A. TLC will continue to supply the power down our lines and maintain the network. So, should you have any queries that are network related please phone us. For new connections or tree queries, please phone 0800 367 546, and for faults or outages please phone 0800 367 328.