An update from us on COVID-19 and what we’re doing to help NZ, our customers and our people. Read the update

Vulnerable Care Package

We know this is a stressful time for many of our customers who may be worrying about the impact COVID-19 will have on their finances, families, businesses and health. We’re in this together and here’s how we can help and support you through these uncertain times.

Genesis provides a wide range of services to support those who are medically dependent, or who simply need help controlling and managing their power bills, including those customers affected by COVID-19. Contact us on 0800 300 400 Monday to Friday, 8am to 6pm or Live Chat with us Monday to Friday, 8am to 7pm.

If you just need a bit more time to pay your bill, you can request a 14-day extension through Energy IQ, you can also use our IVR on 0800 300 400.


Managing your bill

we can help you manage your bill during these times, by doing things like waiving fees, offering payment plans and alternative ways to pay, as well as tips on how to save energy.

  • Fees: We have stopped all late payment fees and direct debit dishonour fees.
  • Late payments: We’ve adjusted our late-payment communications so you’re not hearing for us as much.
  • Payment extensions: If your bill is overdue you may be eligible to request a 14 day extension in Energy IQ.
  • Payment plan: We want to make sure to ensure your debt doesn’t get out of control so will tailor a realistic payment plan that works for you.
  • Credit ratings: If you get behind, we’ll ensure your credit rating isn’t impacted over this time.
  • Post Office bill payment: As Post Offices are closed, please choose another way to pay your bill such as via Energy IQ (web or app), over the phone, internet banking, direct debit or credit card. Find out more.
  • Energy Savings Tips: We’ve put together a number of tips on how you can save on your energy bill. See how in Energy IQ.
  • Disconnections: We understand that these are uncertain times, we want your power and LPG supply to be one less thing to worry about so will be making sure your lights stay on and your whanau is warm, regardless of your situation.


Other support is available

The 2020 Winter Energy Payment offered by the Government has doubled, benefits are increasing and WINZ can help with COVID-19 financial assistance.

  • Winter Energy Payment: To help with managing your energy bill through Winter the Government has doubled the 2020 Winter Energy Payment for in response to COVID-19. It’s now $40.91 a week for singles and $63.64 a week for couples or families and is paid as part of the regular WINZ payment for those who are eligible from 1 May through 1 October. For more information check out WINZ: Winter Energy Payment.
  • Benefits are increasing: From 1 April all main benefits will increase by $25.
  • COVID-19 Financial Assistance: Anyone impacted by COVID-19 should get in touch with WINZ to discuss options for financial assistance. You’d don’t have to be a currently eligible for a benefit to receive assistance. Find out more on the Government’s COVID-19 financial assistance page.