Important Notice
Zeronet is a broadband and mobile provider. We do not offer electricity services as an ongoing business activity. You are receiving electricity supply solely because your account was migrated from Compass Communications.
We strongly encourage you to switch to a new electricity retailer as soon as possible. There are no penalties or exit fees for doing so. Visit billy.govt.nz to compare providers and find a plan that suits you.
We will continue to supply electricity to your premises on a transitional basis while you arrange an alternative provider. This arrangement will not continue indefinitely.
1. Introduction
These Terms and Conditions set out the agreement between you (the customer) and Zeronet Power for the transitional supply of electricity to your premises.
These terms apply only to customers who were previously supplied by Compass Communications and have been migrated to Zeronet. Zeronet is not accepting any new electricity customers and does not operate as an active electricity retailer.
Your pricing and charges remain the same as those that applied under your Compass agreement. No changes have been made to your agreed rates as a result of the migration.
2. Nature of This Arrangement
This is a transitional supply arrangement only. Zeronet's core business is broadband and mobile services. We are supplying electricity to you solely as a result of the Compass migration and not as part of our ongoing business.
We are actively working to support migrated customers in finding a new electricity retailer. You will receive communications from us with information about how to switch. We encourage you to act on these promptly.
We intend to cease electricity supply operations in due course. We will give you reasonable advance notice before this occurs, in accordance with Electricity Authority requirements, and will assist you in transitioning to a new supplier. If you have not switched by that time, you may be transferred to a supplier of last resort.
3. Switching to a New Electricity Retailer
You are free to switch to another electricity retailer at any time. There are no penalties, exit fees, or lock-in periods that prevent you from doing so.
To switch, simply contact your chosen new retailer and they will manage the process. You do not need to contact us first, although you are welcome to do so.
We recommend using Billy (billy.govt.nz), a free government comparison tool, to find a suitable provider.
Once your new retailer has completed the switch, your supply under this agreement will end automatically.
4. Supply of Electricity
We will supply electricity to your premises as identified by your ICP number and address, on the terms of this agreement. Our supply will comply with all applicable legal requirements and good industry practice.
Supply may be interrupted from time to time for safety, maintenance, or network reasons. We will provide notice where practicable.
We are not accepting requests to add new premises under this agreement.
5. Metering
The quantity of electricity supplied to you is measured by a meter at your premises. We will maintain the meter and arrange readings no less than 6 times per year, provided we have access.
You must not interfere with or tamper with the meter. If you become aware of any interference, notify us as soon as practicable.
If you believe the meter is faulty, please contact us. If testing confirms the meter is inaccurate, we will issue a correcting notice and adjust your account accordingly. If an adjustment results in a credit, it will be applied to your account. If it results in an amount owing, you will be notified and given reasonable time to pay.
6. Charges and Payment
Your charges remain in line with your previous Compass pricing arrangement. No changes have been made to your agreed rates as a result of the migration.
We will invoice you monthly. Invoices are due by the 20th of the month and must be paid in full. Payment is accepted by direct debit or card only. You are required to maintain a valid payment method on your account.
Charges may include third-party costs such as network and metering charges, which may vary from time to time. We will notify you of any changes as soon as reasonably practicable.
If you dispute an invoice, notify us before the due date with your reasons. You must still pay any undisputed portion by the due date. We will not charge interest or suspend supply on amounts under genuine dispute while the matter is being resolved.
If you are unable to pay by the due date, contact us as soon as possible to arrange a payment plan. Supply will not be disconnected while an agreed payment plan is in place and being maintained.
We may charge interest on overdue amounts where no payment arrangement exists. We may also use any bond held on your account to recover unpaid amounts.
7. Disconnection
We will only disconnect your supply in accordance with the Electricity Authority's Consumer Care Guidelines and applicable legislation. Before disconnecting, we will send written notice of the outstanding amount and proposed disconnection date, allow a reasonable period to pay or enter into a payment arrangement, and make reasonable attempts to contact you directly.
We will not disconnect supply to medically dependent or vulnerable consumers without following the additional protections required by law.
If you have been disconnected and wish to be reconnected, contact us. Reconnection may be subject to a fee and resolution of any outstanding balance.
8. Cessation of Electricity Supply by Zeronet
Zeronet intends to cease electricity supply operations in due course. When this occurs, we will give you no less than the minimum notice required by the Electricity Authority, communicate clearly what steps you need to take, and if you have not switched to a new retailer by the cessation date, you will be transferred to a supplier of last resort in accordance with Electricity Authority rules.
We strongly encourage you to switch to a new retailer before this point to ensure continuity of supply on terms of your choosing.
9. Medically Dependent and Vulnerable Customers
We will comply with the Electricity Authority Guidelines on medically dependent and vulnerable consumers, provided you supply us with the required information and keep it updated. Please tell us if you are a medically dependent consumer or a vulnerable consumer. If you are medically dependent, you must maintain a back-up power supply.
10. Customer Information
We collect, hold, use, and disclose information about you for purposes related to this agreement, including to supply electricity, conduct credit checks, issue invoices, collect payments, respond to regulatory requests, and assess medically dependent or vulnerable consumer status. If you are an individual, the Privacy Act 2020 applies to your personal information. You may request access to or correction of any information we hold about you.
We may record telephone conversations with you. Recordings will be held securely for at least one year and may be accessed by you on request.
11. Complaints
If you have a concern or complaint, please contact us first. We offer a free internal complaints process and will work to resolve your complaint within 20 working days. If your complaint is not resolved to your satisfaction, you may contact Utilities Disputes at 0800 22 33 40 or info@utilitiesdisputes.co.nz.
12. Termination
You may end this agreement at any time by switching to a new electricity retailer (which ends the agreement automatically) or by requesting disconnection with one month's written notice to us.
We may terminate this agreement on reasonable notice, or immediately in the event of serious breach such as meter tampering or fraud.
On termination, we will arrange a final meter read and issue a final invoice. Any credit balance will be refunded to you. Any outstanding amounts will remain payable.
13. Limitation of Liability
To the maximum extent permitted by law, Zeronet's liability for any failure to supply electricity or for supply interruptions is limited to the charges paid by you for the affected period. We are not liable for indirect, consequential, or special losses arising from interruptions to supply or from events outside our reasonable control. Nothing in this clause limits any rights you may have under the Consumer Guarantees Act 1993 or any other applicable legislation that cannot be excluded.
14. Events Outside Our Control
We are not liable for any failure or delay in supplying electricity caused by events outside our reasonable control, including natural disasters, network failures, government actions, or regulatory changes. We will take reasonable steps to restore supply as soon as practicable in such circumstances.
15. Contact Details
For faults and emergencies: 09 965 2280 or 0800 640 840
Customer support: Monday–Friday, 10:00am–6:00pm
For complaints: Utilities Disputes — 0800 22 33 40 | info@utilitiesdisputes.co.nz
Compare electricity providers: billy.govt.nz
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