My Account

On 1 April 2024, your electricity rates will change. From 1 March, you can view your new rates online. 

Visit our Price Plan page and enter your Account Number. 

To see your new rates effective 1 April 2024, you can visit our webpage and enter your account number. The new rates will be available to view online from 1 March 2024.

We have included this to keep you up to date on changes to your pricing. From time to time, we conduct pricing reviews. We are committed to being transparent and providing a breakdown of changes across energy rates, metering fees, the Electricity Authority Levy, and Network Services Charges. We give our customers 30 days' notice of changes, so they are aware before the changes take effect.

The changes are a result of the increasing costs of electricity supply and inflation. We’re always looking for ways to provide value to our customers, but unfortunately, we don’t control all the charges that make up your bill.

We commit to flowing through Network Services Charges with no markup¹. On 1 April 2024, the Network Services Charges for your property may go up, down, or remain the same depending on where you live in the country. 

¹It is not practical to flow through the per kWh Network charges for all networks. For some networks, Network service charges will be calculated using published prices and other assumptions that allow us to recover network charges across our customer base on your network.

We understand it’s a difficult time for many and we’re here to help. If you’re struggling to pay your bill, please email our Customer Care Team to discuss payment options. Our Pay it Forward Programme provides support to customers experiencing energy hardship. 

MoneyTalks is a great free financial helpline that offers confidential budgeting advice. Their team of Financial Mentors provide free advice, support, and connect people with local budgeting services in their community. You can find more information or book a free appointment here.

Low User regulations aimed to help reduce costs for low-income households who use a relatively small amount of power. In the North Island, you’re a Low User if you use less than 8,000 kWh annually at your primary residence (666 kWh a month), while in the lower parts of the South Island it’s less than 9,000 kWh per year (750 kWh a month).

The Electricity Price Review Panel found that Low User regulations were not serving their original purpose and instead causing low-income families with high electricity use greater energy hardship.

Over the next few years, the low fixed charge tariff is being removed which will mean the daily fixed charge pricing for Low User plans will increase. We regularly review our rates and will align them with the changes introduced by the regulations.

Find out more about phasing out low user rates. 

We have made some changes to improve your online experience with us.

These improvements make it easier to view your bills, make a payment online, and keep track of your weekly, monthly, and yearly usage.

My Account also works on a mobile and tablet.

All customers must register for the new My Account again. Your email address will remain the same, but for security purposes, you will need to create a new password.

When you register, you will be sent an email with a unique temporary password (please check all folders including junk). Once you have entered the temporary password, you can create your new password.

If you have multiple accounts with us, you only need to register once.

You can register for My Account here, To register for your new My Account, please use the same email address we have on record for your energy account and customer account number. For security purposes, you will be prompted to create and confirm your new password.

To reset your password, click ‘forgot password’ and enter your email address, where you will receive a temporary password. Check your email and enter your temporary password and a new password that will allow you to log in and use going forward.

Make sure you have registered for the new My Account by entering your email address and creating a password here. 

When you register, you will be sent an email with a unique temporary password (please check all folders including junk). Once you have entered the temporary password, you can create your new password.

If you have already registered for the new My Account but are having trouble logging in, try resetting your password here.

If you are still having trouble logging in, please email our Customer Care Team.

No, if you have a Direct Debit set up, we will continue to use this payment method.

You can support this programme by adding a small contribution to your power account each month. If you would like to help us provide support for families experiencing energy hardship, please click here.

Our Pay it Forward Programme is a joint initiative between Pulse Energy and our customers. The Programme is designed to help some of our customers who are having trouble paying for their power bill at a certain point in time.

The fund is dependent on contributions made by our customers as well as our business. So far, we have collectively supported over 8,000 customers.

How to apply for the Pay it Forward Fund:

If you’re struggling to pay your bill, please email our Customer Care Team to discuss how we may be able to help you.

You can cancel your Pay it Forward contributions at any time by emailing customer.care@blackboxpower.co.nz. This will come into effect for future bills.

The funds will be allocated only to Pulse Energy Alliance LP customers and are allocated at our discretion based on a number of criteria we have set to identify households experiencing financial hardship. We will provide quarterly updates to contributors on the funds generated through this Programme.

There is no application for the fund. If you are experiencing difficulty paying your energy bill at a particular point in time, you can contact us to discuss the options available to you. 

Yes you can, simply email us at customer.care@blackboxpower.co.nz and let us know the new payment amount. We may call you to confirm this. The new contribution amount will come into effect on your next bill.

Your bill could be higher than expected due to a few reasons:

• Your bill may have been generated based on an estimate read. If you do receive an estimated bill, any difference between your last actual read and your next actual read would balance out. You can check your consumption and type of reading on the back of your bill.
• You may have been billed for a longer period than usual – you can check the number of days you have been billed for on your bill.
• You may be on the wrong user plan. To check what user plan is right for your home, click here.
• You may have had visitors staying with you during this period
• You may have used your heater or air conditioning more than usual
• Your gas heater or heat pump may need a service
• You could have a faulty appliance that is using more electricity then it should. Read below for information on how to do a “two-man test”

To check if one of your appliances is faulty and using more electricity than it should, you can do a “two-man test”:

1. Turn off all appliances in your home (including hot water cylinder) and take a meter reading
2. Have a friend stand at the meter while you turn on one appliance and see how much the meter reading increases
3. Then turn this appliance off, go to another one and turn it on
4. Go through each appliance one by one. If you notice one appliance is causing the meter reading to increase much faster than other devices, this could mean that the appliance is faulty and using more electricity than it should

 If you believe an appliance is faulty, it is best to contact an electrician to repair the appliance or replace it.

If you have any further questions, please feel free to email our team on customer.care@blackboxpower.co.nz

To check your balance please login to your My Account.

You could have high consumption due to a few reasons:

• Your bill may have been generated based on an estimate read. If you do receive an estimated bill, any difference between your last actual read and your next actual read would balance out. You can check your consumption and type of reading on the back of your bill.

• You may be on the wrong user plan. To check what user plan is right for your home, click here.
• You may have had visitors staying with you during this period.
• You may have used your heater or air conditioning more than usual.
• Your gas heater or heat pump may need a service.
• You could have a faulty appliance that is using more electricity than it should. 

We recommend you do a “two-man test” if you feel like the consumption is incorrect on your bill, alternatively we can raise a meter test for you. 

A meter test is when we check your meter for any potential faults that could be the reason for your meter recording high consumption. Meter tests are the last option we refer to, due to the high cost and the timeframe it can take for the test results to come back. 

If you believe an appliance is faulty, it is best to contact an electrician to repair the appliance or replace it.

If you have any further questions, please feel free to contact our customer care team.

Looking after our customers is important to us. Our Consumer Care Policy details our commitment to look after our customers and information to help you manage your account.

Please note that our team will never ask for your personal information (Bank details, passwords etc) without verifying you first.

If you receive an email or phone call asking for personal information without verification, please do not respond and report this to us immediately.