Payment terms:
You must pay all our fees and charges as shown on your invoice in full and by the due date shown on your invoice. You may not deduct or offset any amount from that shown on the invoice. You remain obliged to pay all of our fees and charges, even after you have ceased to be supplied by us or otherwise are no longer our customer.
When we receive payment from you, we may use that to pay any overdue amount before paying your current fees and charges.
Problems paying your invoice: If you can’t pay your invoice in full and by the due date, you need to let us know immediately so we can discuss payment arrangements.
Debt Recovery:
The tenant shall be liable to reimburse Kinetic Networks Ltd for any reasonable expenses or commissions incurred by Kinetic Networks Ltd in recovering or attempting to recover any debt owed by the tenant. The tenant’s liability extends to (but is not limited to) collection agency fees, legal expenses, filing charges and any other costs incurred by Kinetic Networks Ltd in pursuing any debt owed by the tenant in relation to the property.
Our agreement with you:
For residential and business electricity supply, our agreement with you is formed when we accept you as our customer. It will apply from the earlier of the date that we accept you as our customer, you first use energy supplied by us or the date held on your tenancy agreement.
Moving premises: If you are moving out of your premises, you need to give Kinetic Networks 14 days’ notice.
Next of kin and landlords: If we are unable to contact you, we may contact your next of kin or landlord using details you have provided to us.
Storing your personal information: We will keep your information secure and, for individuals, will hold your personal information in accordance with the Privacy Act 1993.
Safe access:
Access to your premises must be safe and free of hazards and obstructions. You must let us know about any health and safety requirements or issues and provide us with any equipment that is necessary to ensure the health and safety of our representative on your premises.
Emergencies, faults & outages:
What to do if your whole area loses power
- The local lines company will be working on the problem as soon as it occurs.
- Turn off appliances and electrical equipment – some can be a fire hazard and others might be damaged when the power comes back on
What to do if your place is the only one without power
- Check your switchboard to see if it’s still working
- If your switchboard seem to be working, you may have a fault in the supply to your apartment/unit. You can contact our contracted 24/7 electrical company on (04) 589-0310 (please note, depending on the fault - charges may apply)
What to do in an electrical accident
- Don't touch the injured person if they're still in contact with a live electrical source
- Switch the source of electricity off, or if you can't, move the source away from you and the injured person using a non-conducting object like a wooden broom handle. Then dial 111 for an ambulance immediately
Complaints:
If you’d like to lodge a complaint, or give us any feedback at all, please contact us at accounts@kineticnetworks.co.nz. We will work with you to acknowledge and resolve your compliant within five business days of receiving it. If it’s more complex Kinetic Networks is a member of the Energy Complaints Scheme operated by Utilities Disputes Ltd who offer a free and independent complaints resolution process. If your complaint has taken longer than 20 business days to resolve or we have made it clear that we do not intend to do anything about the complaint, you can refer your complaint with us to Utilities Disputes.
Utilities Disputes Ltd:
Freepost 192682
PO Box 5875
Wellington 6140
Freephone: 0800 22 33 40
Email: info@utilitiesdisputes.co.nz
Website: https://www.utilitiesdisputes.co.nz
Medically dependent and vulnerable consumers:
If you are or believe you are a medically dependent consumer, you will need to provide us with a Notice of Potential Medically Dependent Consumer Status Form, which your health practitioner can give you. If you are confirmed as a medically dependent consumer, we will comply with the requirements of the Electricity Authority’s guidelines relating to medically dependent consumers (ea.govt.nz/consumer).
If you are a medically dependent consumer, you must maintain a back-up power supply or any other emergency arrangements that will ensure your health and safety in the case of an interruption to your energy supply. Energy supply may be interrupted at any time without warning.