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We're moving to retailer billing

On 1 October 2021 most customers will move to retailer billing.

Following the rollover, retail customers will receive a single energy bill combining lines and power charges.

Our customer experience team are here to support you through the change. You can call us on 0800 367 546 or email us.

Retailer billing

Retail customers will receive a single energy bill combining lines and power charges.

This convenient and easy bill will help customers take full control of their energy costs. Most customers will move to retailer billing and won’t need to do a thing. You’ll simply begin receiving one bill from your retailer from 1 October 2021. Some customers may need to take steps to ensure they’re ready for the change. These customers include those who are medically dependent on electricity, landlords and tenants, farmers with contracts including lines charges, and those paying by automatic payment. We’ve explained what these customers need to do in the ‘FAQs’ below.

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

Our customer experience team are here to support you through the change. You can call us on 0800 367 546 or email us.

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 up to and including 30 September 2021 (including 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.

What should I do if I have a MSD redirection in place?

If you have arranged with MSD to have part of your benefit redirected to TLC for your lines charges, you will need to have this payment either cancelled or moved to your electricity retailer once your final TLC bill has been paid.

If I'm paying my TLC bill by automatic payment, what do I need to do?

If you have set up automatic payments to pay your TLC bill – don’t forget to cancel these with your bank after your final TLC bill is paid.

Who will read my meter?

From 1 October 2021 your retailer will be responsible for reading your meter.

My property is vacant so what does retailer billing mean for me?

When we move to retailer billing on the 1 October, vacant properties which are not connected to an electricity retailer will no longer be billed line charges. This is because a property can only be billed for lines charges if it is connected to an account with an electricity retailer.

Holiday homeowners could talk to their retailer about disconnecting their installation when it is not in use and reconnecting it when they want power to the property. If you choose to do this, don’t forget to check with your retailer if there are reconnection fees.

If my account is in credit, will I get a refund?

If you are the TLC account holder and your account is in credit once your final TLC bill has been paid, you will be able to receive a refund. Customers will need to contact us to confirm bank account details we may have on file or provide us with verified bank details.

Will my lines charges increase?

Retailers set their own pricing. Your retailer will notify you IF there is a change to their prices. Our pricing published in April this year remains the same.