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Contact Us

Emergencies:

Lines down? Gas leak? Call us immediately (24-hours-a-day)

Outages

General Queries

For general queries, call 0800 769 372 (0800 Powerco) or complete the form below.

 

 

Let’s start with the basics. We’re likely to collect basic personal information such as your name, address, phone number and email address.

 

We may collect other kinds of personal information about you depending on the particular interaction we have with you. To find out more, click on the links that apply to you (or the business you work for).

 

customers connected to our networks

about your property

such as ICP, connection type, access, pets and stock on the property, meter location, plans and maps, property photos, GIS data, fault history, installation inspection dates, network category codes, number of people at the property, energy investments (eg solar, pumps, electric fence), retailer

meter data

consumption data from meters connected to our network eg aggregated monthly consumption

about your service providers

details of your service providers that we may need to deal with eg your electrician, builder, gasfitter, surveyor, lawyer, architect, insurer

claims, complaints or disputes

·        eg the date of the event, what happened, who was involved, what others involved say about what happened, any documents or other information provided to us in relation to the event, emails and other correspondence about the event, recordings of phone calls with us about the event, details relevant to insurance claims, and information that helps us assess the event

·        if we need to pay you, we’ll collect information such as your bank account number

health and safety

eg details of incidents that may involve you

sensitive information

in limited circumstances we may collect sensitive information eg medically dependent or vulnerable people at an address

communications

eg recordings of your calls to us, notes of discussions and meetings, and emails

online interactions

eg details of your visits to our website and social media pages, fields you complete in online forms, details about competitions you enter, and other online interactions we have with you

website analytics, cookies

eg age and demographics (via Google ads and Facebook), IP address, cookie ID, advertising ID, device ID, city, region, browsing behaviour

publicly available information

eg details from LINZ and the Companies Office website, results of online searches, media reports, Council records and archives

 

our contractors and suppliers

about your team

such as names, contact details, job title and addresses, skills and experience, relevant vehicle used

tenders

if you respond to a Powerco request for tender or proposal, we’ll collect the personal information provided in your response and information provided by referees

due diligence

eg details of health and safety site inductions, work experience, cv, records of learning, key personnel, referees

payment

if we need to pay you, we’ll collect information such as your bank account number, GST number, tax declaration, contact for accounts receivable, and we’ll ask you to provide a bank deposit, bank statement or certified bank letter, and to disclose conflicts of interest

health and safety

eg health and safety records, location (when working on lines), results of regular health and safety audits which may include photos

claims, complaints or disputes

eg the date of the event, what happened, who was involved, what others involved say about what happened, any documents or other information provided to us, emails and other correspondence about it, recordings of phone calls with us about the event, details relevant to insurance claims, and information that helps us assess the event

online interactions

eg details of your visits to our website and social media pages, fields you complete in online forms, details about competitions you enter, and other online interactions we have with you

website analytics, cookies

eg age and demographics (via Google ads and Facebook), IP address, cookie ID, advertising ID, device ID, city, region, browsing behaviour

publicly available information

eg details from LINZ and the Companies Office website, results of online searches, media reports, council records and archives

 

landowners and occupants

about your property

such as the address and legal description of land you own, occupy or have an interest in, registered interests over the land, results of LINZ searches, ICP, connection type, access, pets and stock, meter location, plans and maps, property photos, GIS data

owners and occupants

name and contact details of owners and occupiers such tenant, lessee, forestry manager, farm manager

about your service providers

eg your electrician, builder, gasfitter, surveyor, lawyer, architect, insurer

about your trees

such as tree site and notices given and received under tree regulations, emails and other correspondence about your trees near our network, GPS data

payment

if we need to pay you, we’ll collect information such as your bank account number, GST number, tax declaration, contact for accounts receivable, and we’ll ask you to provide a bank deposit, bank statement or certified bank letter, and to disclose conflicts of interest

health and safety

eg details of incidents that may involve you

claims, complaints or disputes

eg the date of the event, what happened, who was involved, what others involved say about what happened, any documents or other information provided to us, emails and other correspondence about it, recordings of phone calls with us about the event, details relevant to insurance claims, and information that helps us assess the event

communications

eg recordings of your calls to us, notes of discussions and meetings, and emails

online interactions

eg details of your visits to our website and social media pages, fields you complete in online forms, details about competitions you enter, and other online interactions we have with you

website analytics, cookies

eg age and demographics (via Google ads and Facebook), IP address, cookie ID, advertising ID, device ID, city, region, browsing behaviour

publicly available information

eg details from LINZ and the Companies Office website, results of online searches, media reports, council records and archives

 

retailers and others we provide services to

about your team

such as your contact person’s name, job title, phone and email and the names and contact information of key personnel who we may deal with

payment

if we need to pay you, we’ll collect information such as your bank account number, GST number, tax declaration, contact for accounts receivable, and we’ll ask you to provide a bank deposit, bank statement or certified bank letter, and to disclose conflicts of interest

health and safety

eg details of incidents that may involve you

claims, complaints or disputes

eg the date of the event, what happened, who was involved, what others involved say about what happened, any documents or other information provided to us, emails and other correspondence about it, recordings of phone calls with us about the event, details relevant to insurance claims, and information that helps us assess the event

communications

eg recordings of your calls to us, notes of discussions and meetings, and emails

online interactions

eg details of your visits to our website and social media pages, fields you complete in online forms, details about competitions you enter, and other online interactions we have with you

website analytics, cookies

eg age and demographics (via Google ads and Facebook), IP address, cookie ID, advertising ID, device ID, city, region, browsing behaviour

publicly available information

eg details from LINZ and the Companies Office website, results of online searches, media reports, council records and archives

the wider community

job applicant details

if you apply for a job with us, we’ll collect the contents of your cv and job application as well as information provided to us by your referees or recruitment agencies, assessments

stakeholder communications

eg notes of consultation with you as a stakeholder in our community, answers to surveys you complete online or at events

health and safety

eg details of incidents that may involve you

claims, complaints or disputes

·        eg the date of the event, what happened, who was involved, what others involved say about what happened, any documents or other information provided to us, emails and other correspondence about it, recordings of phone calls with us about the event, details relevant to insurance claims, and information that helps us assess the event

·        if we need to pay you, we’ll collect information such as your bank account number

communications

eg recordings of your calls to us, notes of discussions and meetings, and emails

online interactions

eg details of your visits to our website and social media pages, fields you complete in online forms, details about competitions you enter, and other online interactions we have with you

website analytics, cookies

eg age and demographics (via Google ads and Facebook), IP address, cookie ID, advertising ID, device ID, city, region, browsing behaviour

publicly available information

eg details from LINZ and the Companies Office website, results of online searches, media reports, council records and archives

.

Warning

    Address

    If you require urgent assistance, ring 0800 POWERCO, as these emails are not monitored over weekends and public holidays.

    Complaints

    As a Powerco customer, you have the right to quality, safe and reliable services. We have a free complaints resolution service. You can access the service in the following ways

    • Complete an online contact form
    • Phone us on 0800 xxx

    Powerco is a provider under the Utilities Disputes Scheme. To find out more about our complaints process click here

     

    Powerco Offices

    Corporate Office - New Plymouth
    2nd Floor Council Building
    84 Liardet Street
    Private Bag 2061
    New Plymouth 4342

    Phone 0800 769 372

    Junction st office - New Plymouth
    35 Junction Street
    New Plymouth
    Private Bag 2065
    New Plymouth 4340

    Phone 0800 769 372

    Top Town office - New Plymouth
    New Foundations Office (Top Town)
    123 Devon Street East
    Level 2
    Private Bag 2065
    New Plymouth 4310

    Phone 0800 769 372

    Palmerston North Office
    50 Mihaere Drive
    PO Box 5024
    Palmerston North 4414

    Phone 0800 769 372

    Tauranga Office
    Level 2, 152 Devonport Road
    PO Box 13-075
    Tauranga

    Phone 0800 769 372

    The Gas Hub
    Level 4
    1 Grey Street
    PO Box 62
    Wellington

    Phone 0508 427 482

    Whanganui office
    40 Guyton Street
    Whanganui, 4500

    Phone 0800 769 372 
    Masterton office
    73-77 Ngaumutawa Road
    PO Box 466
    Masterton, 5810
     Phone 0800 769 372 
    Te Aroha office
    164 Whitaker Street
    Te Aroha, 3320
      Phone 0800 769 372

     

    Complaints

    If you have any problems or concerns regarding your electricity supply, please contact your retailer.

    If your concern is regarding the service you have received from Powerco please phone 0800 769 372 or email customerservices@powerco.co.nz and we will endeavour to fix the problem or reach an acceptable solution. Powerco's internal complaints process is free for consumers to use.

    Please supply the following information to help us respond to your query:

    • Name
    • Address
    • Phone number
    • The name of your electricity retailer
    • ICP number (you can find this on your electricity accounts)

    Powerco is a provider under the Utilities Disputes Ltd scheme. Once
    we receive your formal complaint or dispute and it has been logged, we have 20 working days to find out what went wrong and try to fix the problem. Powerco may notify complainants in writing that it could take up to 40 working days to resolve a complaint, where a good reason exists. If after this period we have not reached an acceptable solution, you may decide to take the complaint to Utilities Disputes Ltd. This is a
    free and independent service.

    Utilities Disputes Ltd can be contacted at:

    Utilities Disputes Ltd

    PO Box 5875

    Lambton Quay

    Wellington 6145

    Phone: 0800 22 33 40

    Fax: 0800 22 33 47

    Email: info@utilitiesdisputes.co.nz

    Website: www.utilitiesdisputes.co.nz