Genesis Energy — frequently asked questions
Questions about Genesis Energy bills, tariff, payment, complaints, and new connections — answered with primary sources where applicable.
Frequently asked questions
What is the Genesis Energy Account Number?
Genesis Energy account number (8 to 10 digits). Example: 12345678.
How do I check my Genesis Energy bill online?
Enter the Account Number in the form at the top of the Genesis Energy bill check page on this site, or visit https://www.genesisenergy.co.nz/my-account/sign-in.
What is the Genesis Energy customer-service number?
0800 300 400
How long does Genesis Energy payment take to reflect?
Online (portal/bank app/wallet from balance): instant. Cash at counters: 2-4 working hours. Cheque: 2-3 working days.
What if my Genesis Energy bill is wrong?
Contact Genesis Energy customer service first with the bill in hand. Get a complaint reference number. Escalate to EA after the statutory turnaround if unresolved.
How do I apply for a new Genesis Energy connection?
Online via https://www.genesisenergy.co.nz/my-account/sign-in or at any customer-service office. Documents: ownership/rental, national ID, address proof, application fee. Timeline 15-45 working days.
Where does Genesis Energy supply electricity?
New Zealand in New Zealand.
Is the Genesis Energy bill accepted as proof of address?
Yes, within 3 months of bill date and matching applicant name.
Does Genesis Energy offer rooftop solar net-metering?
Where New Zealand's regulator has approved net-metering, yes. Check https://www.ea.govt.nz/ for the current scheme.
Can I change the name on my Genesis Energy bill?
Yes — file a Change of Name (CON) at any customer-service office. Timeline 7-21 working days.