Genesis Energy

Genesis Energy is one of New Zealand’s largest energy retailers and generators. Genesis supplies electricity, gas and LPG. Together with its subsidiary Frank Energy, Genesis serves over 650,000 customers nationwide. 

Genesis owns and operates a diverse range of generation assets, including hydro, wind and thermal power stations. Its generation portfolio enables it to contribute significantly to New Zealand’s overall electricity supply, with a mix of renewable and non-renewable sources. 

The New Zealand Government holds a 51% shareholding in Genesis Energy, with the remaining shares publicly listed on the New Zealand stock exchange (NZX). Genesis Energy is headquartered in Auckland, with customer service and operations teams based throughout New Zealand. 

For more information, see the Genesis Energy website. 

Genesis has introduced an LPG only plan, where qualifying customers get $150 joining credit in addition to up to 6% discounts. 

Genesis offers discounts for: 

• receiving your bill by email rather than through the mail  

• paying by direct debit  

• dual fuel – signing up for both electricity and gas. 

• signing up for a fixed-term contract. 

Genesis provides qualifying customers with ‘Power Shouts’ – a set number of free hours of electricity. 

Genesis has an EV plan under which qualifying customers get a 50% discount on household electricity from 9pm to 7am. 

• Electricity  

• Natural gas 

• LPG  

• EV charging 

Note: Genesis offers LPG as a stand-alone product for existing LPG users. However, natural gas is not available as a stand-alone product.  

Genesis offers solar buy back rate of 12 c/kWh on all its residential fixed and flexible term plans. 

Payment options: 

• Direct debit 

• Control-a-bill (a set amount paid each month, fortnight or week and regular checks to ensure the amount being paid is in line with your energy use) 

• Internet banking 

• Automatic payment 

• Credit/debit card 

• NZ Post shop 

• Via the Genesis Energy IQ app 

Bill types: 

• Print 

• Email 

• Energy IQ app 

Phone: 0800 300 400, Monday to Friday, 9am–5pm 

Live chat: via the Genesis website, Monday to Friday 9am–6pm

Email: [email protected] 

Post: Genesis Energy resolutions, Private Bag 3131, Hamilton 3240.  

Mobile app: Genesis customers can access their account details, bills and energy usage and order LPG via the Genesis mobile app, Energy IQ.  

Customers can also log in to a customer dashboard on the Genesis website.  

Tools include a carbon emissions tracker, a usage breakdown for customers to see where their usage is going and a electricity forecast, allowing customers to plan ahead.  

Complaints

If you have a complaint, contact Genesis Energy as soon as possible. Its customer service team will aim to resolve your issue within 20 business days or redirect your complaint to the appropriate team.   

If your complaint isn’t resolved or you aren’t satisfied with the solution, contact Utility Disputes Limited.   

Vulnerable and medically dependent customers  

Genesis Energy will not disconnect the power supply for unpaid bills for customers who have been verified as medically dependent.   

If you are medically dependent or experiencing difficulty paying your bills, support from Genesis Consumer care. 

Electricity retailers are required to meet mandatory consumer care standards. Learn more at the Electricty Authority's Consumer Care Obligations webpage. 

Customers can view detailed information about their power usage via the Genesis Energy IQ app. The app can also provide a forecast of what the property’s usage is predicted to be, based on previous data. 

To request up to the last 24 months of your electricity consumption data, call 0800 300 400 or email [email protected].  

You can choose either a: 

• summarised report – the consumption data recorded on each of your bills or 

• detailed report – the consumption data in its most detailed format. 

Genesis Energy generates electricity from a mix of sources. This includes solar and hydro, plus thermal generation to provide backup when renewable energy is not available because of low rainfall and wind. To help reduce emissions from generation, Genesis is exploring using NZ-produced biomass at Huntly Power Station.  

Since 2011, Genesis has partnered with the Department of Conservation on Whio Forever to protect whio (blue duck) populations in the wild. It supports a range of nature initiatives close to its generation sites, including working with Waikato RiverCare to restore a wetland along the Waikato river. 

Genesis supports communities and people experiencing hardship in a number of ways. These include: 

• gifting free Power Shout hours to people experiencing financial hardship – customers can choose to donate their hours and Genesis gifts additional hours. 

• a dedicated team to support customers struggling to pay their power bill and refer them to wrap-around services. 

• sponsoring community groups, working to help make Kiwi homes warmer and healthier. 

Genesis supports education, training and employment opportunities through its School-gen and Ngā Ara Creating Pathways programmes.  

For more detail, see the sustainability section on Genesis’ website.