FAQS
Here are some of our must frequently asked questions. Hopefully this helps to answer any questions or issues you may have. However, if you need more information, please reach out to us.
How do I update my account information?
We have made it as easy as possible to update any account information. Please complete our Update my Account form below.
I am moving and want to close my account, how do I let you know?
We are sorry to hear you are leaving. Please complete the appropriate form below and we will close your account and send you your final bill.
Apartment Complex Move In/Out
Commercial Building Move In/Out
Can I close or put my account on hold while I am away on holiday?
We are unable to close your account for holidays as even if there is no usage recorded on your meter, there is typically a daily fee that still applies.
I am a vulnerable/medically dependent customer – how do I let Kinetic Networks know what I need?
If you or anyone in your home require a life support system or depends on mains electricity for critical medical support, please let your property manager or facilities manager know as they will need to notify the retailer that supplies the property. If in doubt and there is an outage call 111.
How can I report a problem with my service?
Kinetic Networks provides billing services to building owners but does not own or maintain the physical networks that deliver power to you. If you experience an outage, please reach out to your property manager. You can also contact your local lines company to determine if there is a broader area outage.
- Wellington Region – Wellington Electricity https://www.welectricity.co.nz/outages
- Auckland Region – Northpower https://northpower.com/electricity/current-outages
How can I pay my bill?
You can pay your bill online through your bank. Find details here. Please note we do not offer Direct Debit. Please include your name and as much of your address details as your internet banking allows.
ANZ 01-0505-0716493-00
What should I do if I cannot pay my bill on time?
If you’re having trouble paying your bill, please reach out before the due date to avoid late fees or service interruptions.
What should I do if I have a question about my bill?
If you have questions about your bill, discrepancies or require further clarification, contact our customer service team. They can provide detailed explanations and assist with any billing issues.
What are the consequences of not paying my bill?
If you do not pay your bill by the due date, you may incur late fees, and your account may be suspended or disconnected. We encourage you to contact us if you’re having trouble to discuss potential solutions.
What types of utilities do you handle?
We handle electricity.
I have a complaint.
We are here to help you so please don’t hesitate to contact our customer service team at www.kineticnetworks.co.nz or 09 309 8796 with any issues or complaints you have.
We also encourage you to discuss any issues or complaints with your property manager as they may be able to help resolve this.
We hope we never get to this stage, but if it takes us over 20 days to resolve your complaint, and we have not communicated in writing about why this is the case, or you are still not happy with the outcome, then you can refer your complaint to the Utilities Disputes. For electricity related issues, you can visit the Electricity Authority and read the Consumer Care Guidelines for more help and guidance.
What is Kinetic Networks role around Consumer Care?
Kinetic Networks has a Consumer Care policy that you can read here. This policy complies with the Consumer Care Obligations. If you have any questions about the Consumer Care policy or our compliance with the Consumer Care obligations, please contact us on: accounts@kineticnetworks.co.nz
You can also find further information on the Electricity Authority’s website here.
What support agencies are available for efficient electricity use and financial mentoring services?
The following support agencies offer advice on the efficient use of electricity.
https://www.ea.govt.nz/your-power/ways-to-save-energy/
https://www.genless.govt.nz/for-everyone/at-home/improve-energy-efficiency/save-energy-at-home/
The following support agencies offer financial mentoring services.
https://www.msd.govt.nz/what-we-can-do/providers/building-financial-capability/index.html
What support is there if I have a dispute that I believe you have not resolved?
Kinetic Networks is a member of the Energy Complaints Scheme (ECS) through Utilities Disputes. The dispute resolution scheme can be found here: