We’re putting things right
– your power bill credit.
If you are one of our customers, you will receive a credit to your power bill. The credit makes up for a mistake that resulted in higher prices from 2015 to 2024. We’re truly sorry this happened and for the inconvenience to you. We appreciate your patience while we worked with the Commerce Commission to identify and fix the problem.
What was the error?
We unintentionally overcharged our customers in South Canterbury from 2015 to 2024. This was a result of an error made back in 2012 that was discovered in 2023. We have corrected the error and worked with our regulator, the Commerce Commission, on an investigation. We now know the impact of this error and are making bill credits to repay you.
Who gets a credit ?
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Current customers:
Everyone who currently has a power account in South Canterbury will receive a credit to their power bill. It will show up as a reduction in what you owe and we expect you will see your credit this May or June.
Your retailer, who you pay your power bill to, will automatically credit your account,
you do not need to do anything.Former customers:
Customers that have left the South Canterbury region, who had power accounts from 2015 – 2024, can apply for a credit for the time they were affected by the error.
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How much is it?
The credit depends on what pricing category you are in, but in summary:
- $261.69 for most households and small business customers (91% of our customers)
- $992.83 for many three-phase connections
- Individual amounts for other connections based on capacity and usage
How did we calculate the credit?
It is calculated according to a formula agreed with the Commerce Commission. For 91% of customers, this is a one-off credit of $261.69. Some of our customers on larger three-phase connections could receive a $992.83 credit. Other customers will receive individually calculated amounts based on their connection size and actual usage over the period of the overcharge.
What was agreed with the Commerce Commission?
We have agreed with our regulator, the Commerce Commission the amount we overcharged and what needs to be returned to customers, including former customers. We’ve also agreed how we calculate the amount credited to customers on each price plan. The calculation of how we must return the overcharge is specified in the legally binding undertakings that we have made to the Commerce Commission.
What are you doing to avoid this happening again?
We have implemented changes to quality controls and are planning to further improve our information systems. This will be covered in an 'improvement plan' that we will submit to the Commerce Commission.
Want to know more?
More questions and answers here
If you have a question that is not answered here, you can:
- Email support@alpineenergy.co.nz
- Call our dedicated pricing line during business hours 03 687 4390
- Visit our reception for a printed copy of the press release, Q&As or former customer application form