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Terms of Use - Residential & SME

Terms of Use - Residential & SME

If you are looking for the Commercial Terms of Use, click here.

These terms and conditions apply to residential and small business customers who join Ecotricity from 1 October 2026 and existing customers from 1 November 2026. If you would like a copy of the old terms, please contact us.

Standard terms and conditions for residential and business customers

1. Agreement

These terms, together with any applicable pricing plan, price list, and any specially agreed terms, form your agreement ("agreement") with Ecotricity Limited Partnership (“Ecotricity”, “we”, “us” "our").

By applying for or continuing to receive energy from us, you agree to this agreement.

2. Becoming a Customer

2.1 Application

You may apply to become a customer online, or by other approved method. We may require information (including personal information) to verify your identity and eligibility.

We may refuse your application if:

there are unpaid amounts relating to the premises; or
you do not meet our eligibility requirements.

When you apply to become a customer or at any time when you are a customer, you may nominate an alternate contact person and/or a support person. You can read more about alternate contact and support people in our Customer Care Policy.

2.2 Commencement

Your agreement begins on the date you begin using energy supplied by us.

If you're a new customer with metered energy, your initial meter reading will be taken as the previous final reading for that meter unless you provide your own reading within one business day of first use. If your reading differs from the previous final reading, we may arrange a new reading and use that as the initial meter reading.

For safety, if you have a new or changed energy connection, or your supply was disconnected, we may need a compliance or verification certificate from a licensed professional before supplying energy. We may also request this certificate at any time.

If you use energy without setting up an account, we may charge you our standard prices for that use together with any associated charges, including any disconnection fee.

2.3 Joint Customers

Where more than one person is named on the account, liability is joint and several. This means that each of you may individually be responsible for 100% of our charges.

3. Personal Information

We collect, use and disclose personal information in accordance with the Privacy Act 2020 and our Privacy Policy. You must ensure that your contact details are up to date and accurate and notify us of any changes to your contact details.

4. Pricing Plans and Charges

4.1 Pricing Plans

If you have a pricing plan, it sets out how our charges are calculated. Some pricing plans will provide an option where you can choose different rates depending on the time of day that you consume energy. These are called time-varied plans.

4.2 Charges

You must pay the fees and charges set out in our agreement. These fees and charges may change from time to time in accordance with any pricing plan applicable to you or our price list.

We may charge additional fees for services not included in your pricing plan or our price list. If an extra charge applies, we will give you reasonable notice with details on the amount, reason, and how to avoid it. For requested products or services with extra costs, we will inform you of the amount or provide an estimate, unless a third party does not supply one.

Our charges may include third party charges that we are charged, or are required to pay, to supply energy to your premises. These charges may change from time to time.

4.3 Changes

We may change:

these terms;
the terms of any pricing plan applicable to you;
energy prices;
our price list;
special fees; and
approved payment methods.

If we make minor, administrative, corrective, or clarifying changes to these terms or the terms of your pricing plan that do not materially prejudice your rights or increase your obligations (minor changes), we may do so without providing you with notice. This includes changes to correct errors, improve clarity, update formatting, or reflect changes to our systems, processes, contact details, branding, or other changes of a similar nature.

If we change or remove a pricing plan, other than making minor changes, or if we raise energy prices or special fees (subject to any pricing plan applicable to you) we'll notify you at least 30 days before the changes take effect and provide you with our reasons.

Notice can be given by any reasonable means in the circumstances, including:

advertising in a local newspaper;
posting a notice on our website;
writing to you or emailing you; or
notifying you by other electronic means,
or by a combination of these methods.

If we increase any fee, service charge, or your total energy bill by more than 5% (detrimental change) or change how often you are billed, we will send you written notice promptly. Billing frequency will not drop below monthly unless you agree or a one-off situation requires it.

If you do not accept a detrimental change, you may switch retailers or terminate this agreement before the change takes effect (subject to the terms of any pricing plan applicable to you) without incurring any early termination fees.

4.4 Attributes

If we agree to buy electricity from you, you agree that we buy the Attributes of that electricity and we can trade or otherwise deal with it and all Attributes in our absolute discretion. You will not claim rights to any Attributes for electricity that is sold to us, or sell Attributes to any third party. This clause survives, even if either of us end this agreement, in respect of Attributes arising from electricity exported prior to termination or at the end of the agreement. When we refer to Attributes, we mean any renewable, environmental, or greenhouse gas emissions attributes, and associated rights to make claims about the renewable characteristics of that electricity.

5. Meters and Meter Readings

5.1 Ownership

Meters and related equipment are owned by us, the meter company, or the network company.

You must not tamper with or interfere with any metering or other equipment. You are responsible for any damage to metering or related equipment on your premises.

5.2 Meter Readings

We charge based on actual meter data where practical.

If we cannot access your meter, we may estimate usage. In that case, you may provide a meter reading and we may verify it. If your reading is incorrect, we may charge you the reasonable cost of verifying it.

5.3 Faults

If we or you suspect that metering equipment is faulty, we will replace it and may send the equipment for testing. You must cooperate with any testing and investigation queries.

If there is a fault and our investigation determines that you:

contributed to the fault; or
reasonably should have been aware of the fault but failed to notify us; or
breached this agreement,

we may charge you for our reasonable costs and expenses. We may also charge you if you request a meter test and the meter is not faulty.

If a meter is faulty, we will adjust our charges based on best available data. This may result in a debit or credit to your account, depending on if you overpaid or underpaid during the affected period. If we debit your account we will give you notice before doing so.

5.4 Advanced Meters

We may at any time install or replace a meter with an advanced meter at our option. You will not prevent installation.

If we need to upgrade, reconfigure or replace your existing meter because of a change in your energy use or because you want to sign up to a pricing plan that has specific metering requirements, or if you request a change for another reason and we agree to that change, you may be responsible for the reasonable costs associated with that upgrade, reconfiguration or replacement. We will discuss this with you prior to incurring that cost.

Switching off your energy at the mains affects our ability to read your advanced meter remotely. You should only switch off your energy at the mains for essential maintenance or in an emergency.

If you wish to turn off your energy at the mains for longer than a week, you should contact us so we can explain how to turn off the energy at the advanced meter.

6. Equipment and Customer Responsibilities

6.1 General

You must:

provide and maintain at your cost a reasonable and accessible space for the safe, secure, weather-tight, insect-free, vermin-free and accessible housing of the equipment;
not damage, move or encumber equipment;
promptly report faults or suspected interference; and
comply with all safety and regulatory requirements.

You are responsible for:

wiring, pipes and fittings beyond the point of supply; and
your appliances and internal systems.

7. Access and Delivery

7.1 Access to Premises and Equipment

You must provide safe and unobstructed access to:

meters and equipment; and
network assets on your premises.

Safe and unobstructed access includes:

securing any animals at the premises;
ensuring equipment is kept clear of vegetation and other obstacles;
informing us of any potential health & safety concerns; and
if requested, turning off energy at your premises for access purposes.

We or the network company or meter company may, acting reasonably, trim or remove vegetation at your cost.

Failure to provide access is a material breach of this agreement.

Except in routine situations (such as reading or inspecting a meter that is located on the outside of a building) or emergency situations, we, or our third party suppliers or contractors, will give you reasonable notice of our access requirements.

If access is denied, we may:

charge you call-out or non-delivery fees;
suspend or disconnect your supply, which may incur associated costs.

8. Invoicing and Payment

8.1 Invoices

We will invoice monthly unless agreed otherwise.

Invoices will show:

energy consumption based on actual or estimated meter data;
fixed charges;
other fees;
third party charges; and
due date for payment.

If you have not received an invoice, you should contact us.

8.2 Payment

Payment must be made by the due date. If you do not pay the total amount by the due date we may charge you a late payment fee as set out in our special fees.

Our available payment methods can be provided when you sign up.

If any of our payment methods change, we will give you reasonable notice (at least 30 days) by noting the change on our website, and provide adequate information to explain the change.

If you are having difficulty paying your invoice, please contact us to discuss alternative payment methods. We may also contact you if we think you are having difficulty paying including where we think you may be a vulnerable customer. You can find out more about how we might be able to help you here.

8.3 Disputed invoices

If you dispute an invoice you should:

notify us at least 3 business days before the due date;
provide us with clear details of why you dispute the invoice; and
pay the undisputed portion of the invoice.

We will not disconnect your supply for non-payment of a disputed amount:

where there is a genuine dispute and undisputed amounts are paid; or
if you have filed a complaint with Utilities Disputes │Tautohetohe Whaipainga, unless that process or our own complaint resolution process has been completed.

If you do not pay undisputed amounts (or amounts found to be undisputed) you will also pay our costs of recovering those amounts including bank and credit agency fees and legal and court costs.

8.4 Incorrect Invoices

If we undercharge you, you must pay once you become aware of the undercharge. If we overcharge you, we will, promptly after becoming aware of the overcharge, credit your account with that overcharged amount.

If we incorrectly credit your account, we may correct the error. We will credit any shortfall promptly after becoming aware of it, and you must repay (or we may recover or set off) any amount credited in excess once you become aware of it.

We may offset refunds or credits against any amounts you owe us or our debt collection agency, and we may offset amounts you owe against any credit otherwise payable to you. No interest will be paid on overpaid or underpaid amounts due to invoice or credit errors.

9. Vulnerable and Medically Dependent Customers

You must notify us if:

you or someone at the premises is medically dependent or vulnerable; and
circumstances change.

For information on what we mean by medically dependent or vulnerable, please check our Customer Care Policy.

We will not disconnect medically dependent or vulnerable customers for non-payment (provided that we are aware that the customer is medically dependent or vulnerable) without following the processes set out in our Customer Care Policy.

10. Supply and Interruptions

Energy supply may be interrupted due to:

network maintenance;
emergency situations;
an event beyond our control; or
national or local energy shortages.

If possible, we will give you at least four business days' notice of any planned shutdowns. In the event of any urgent shutdown where we cannot give you four business days' notice, we will give you as much advance notice as possible.

We are not liable for interruptions caused by events beyond our control.

If you experience a fault, contact us at the appropriate number for the type of fault and your location.

Surges or spikes (voltage and frequency fluctuations) are not interruptions and can occur unexpectedly for reasons beyond our control. If your equipment is vulnerable to supply issues or power surges, we recommend taking steps to protect it such as:

insurance coverage;
installation of back-up devices (e.g. UPS); or
surge protectors / power conditioners.

11. Load Management

Load management is the remote control of energy supply to you by us, the network company, or our trusted partners / third party providers. Where applicable, we, the network company or our trusted partners / third party providers may manage controlled loads.

You must not interfere with load management systems or permit third-party interference.

12. Network Company Arrangements

The network company in your area owns and operates the distribution network. You have no property interest in the network.

You must:

comply with network requirements;
not interfere with the network;
not export energy without consent.

The network company may disconnect supply in accordance with regulatory requirements or other reasons such as routine or emergency maintenance.

13. Disconnection and Termination

13.1 Grounds for Termination and Disconnection

We may suspend or disconnect the supply of energy to you where:

you fail to pay undisputed amounts owing;
you materially or repeatedly breach this agreement;
you or anyone on your property harass, abuse, or threaten Ecotricity staff (including its contractors and agents);
you deny access to the premises;
equipment is tampered with;
safety risks arise;
we no longer supply energy to your area or premises for any reason; or
required by law or network requirements.

Your supply will only be disconnected for non-payment of an estimated invoice if it is fair and reasonable under the circumstances.

13.2 Disconnection Process

Except:

in an emergency; or
where we have safety concerns; or
where we suspect tampering with metering equipment or other equipment,

we will send you a disconnection notice at least five days before we disconnect your energy supply.

We will also use the contact details you have provided us to provide a final warning at least 24 hours before disconnection.

A disconnection notice will:

explain how you can avoid disconnection if possible; and
specify the time frame within which the disconnection will occur.

If your premises are disconnected, you may need to pay a disconnection fee and other reasonable costs that we incur.

Disconnections (other than in an emergency or safety reasons) will not take place on Fridays, Saturdays, Sundays, public holidays, the day before a public holiday in your area, or during severe weather events or civil emergencies.

If your supply is disconnected for non-payment, we will follow the process set out in the “Disconnection for non-payment & reconnections” section of our Customer Care Policy. If you meet our requirements for reconnection, we will restore your supply as soon as reasonably possible. Disconnection and reconnection fees may apply.

13.3 Termination by You

You may terminate our agreement by giving at least 3 days’ notice. The terms of any pricing plan applicable to you will set out whether there are any termination fees or other charges payable.

You remain responsible for energy charges until that notice expires, or, if no notice has been given, until:

a new customer takes over; or
supply is disconnected.

13.4 Moving Premises

If you move from the premises, you must:

notify us at least 3 business days beforehand;
provide a final reading if requested;
provide us with updated contact details so that we can issue a final invoice; and
pay outstanding charges.

There may be a charge for a final meter reading.

If you move but others will remain at the premises using the same account, remember to remove your name from the account so that you are not liable for ongoing charges. We may require the new account holders to set up a new account.

Our agreement will end in accordance with these terms and any pricing plan applicable to you.

14. Liability

14.1 Consumer Guarantees Act

Nothing in our agreement limits your rights under the Consumer Guarantees Act 1993.

If you purchase goods or services for business purposes, the Consumer Guarantees Act 1993 does not apply, and all other warranties and guarantees are excluded to the extent permitted by law.

14.2 Ecotricity Liability

We are liable only for direct and reasonably foreseeable physical damage to property caused by our breach of this agreement or negligence.

We are not liable for:

indirect or consequential loss;
loss of profits;
events beyond our control, including surges or spikes.

Our maximum liability for any event or series of related events is $10,000, except where we have acted negligently or wilfully. This is subject to a maximum cap of $50,000 in any 12-month period for all events or series of events, starting from the first event.

We may choose to replace any damaged property or goods, up to the same maximum amount, instead of paying cash.

Our employees, directors and agents will have no personal liability to you, and they may enforce this exclusion under subpart 1 of Part 2 of the Contract and Commercial Law Act 2017.

14.3 Your Liability

You indemnify us and our representatives, agents and employees, for your breach of this agreement.

If the Consumer Guarantees Act 1993 applies to our supply of energy to you, your maximum liability for any event or series of related events is $10,000. This is subject to a maximum cap of $50,000 in any 12-month period for all events or series of events, starting from the first event.

This liability cap does not apply to:

unpaid charges;
deliberate or wilful damage by you or your representatives or your negligence; or
damage to network assets.

14.4 Network and Meter Companies

To the extent permitted by law, the network company and meter company have no direct liability to you.

You are liable to the network company and meter company for direct loss or damage caused by fraud, dishonesty, or wilful breach of these terms by you or your representatives.

Subject to your rights under the Consumer Guarantees Act 1993, any claim you make is limited by any liability caps agreed between us and the network company or meter company.

The network company or meter company may enforce this section 14 under the Contract and Commercial Law Act 2017, Part 2, Subpart 1.

15. Complaints

Please contact us if you have a complaint and we’ll work hard to resolve it as smoothly and as quickly as possible.

Depending on the type of complaint, we may refer it to your network company or meter company. If we do this, we will tell you and provide you with contact details for the appropriate people.

If:

20 business days have passed since you first raised the complaint with us; or
you are not happy with how we have dealt with the complaint; or
you would suffer unreasonable harm from waiting longer for a response; or
it would be otherwise unreasonable for you to wait any longer,

you can ask for your complaint to be considered by Utilities Disputes | Tautohetohe Whaipainga.

Utilities Disputes | Tautohetohe Whaipainga cannot investigate a complaint that is solely about the price that we have set for our supply of energy to you.

16. Notices

Notices may be delivered by:

post;
email;
delivery to the premises; or
electronic means.

Delivery is deemed to have occurred in accordance with standard postal and electronic timeframes.

17. Assignment

You may not assign this agreement.

We may assign or subcontract our rights and obligations and will notify you if we do.

The Electricity Authority may transfer obligations in accordance with the Electricity Code.

18. Order of precedence

Your agreement is made up of several documents. If there is any inconsistency between them, the following order of precedence applies (but only to the extent of any inconsistency):

any applicable law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, and any applicable regulatory, network company or meter company requirement;
the Offer Particulars for any Offer you have accepted (in respect of that Offer only);
the Offer Terms and Conditions relating to any Offer you have accepted (in respect of that Offer only);
the terms of any pricing plan or product applicable to you;
these Standard Terms and Conditions for residential and business customers;
the price list and special fees.

19. General

If any part of our agreement is found to be invalid, unlawful, or unenforceable, only that part will be modified as needed to fix the issue, and the rest of our agreement remains valid.

Any terms meant to apply after this agreement ends will continue to be effective.

A party’s right to enforce any part of our agreement is not waived or limited by failing to act on a breach or by not enforcing a provision. Strict compliance with the terms can still be required.

20. Definitions

Definitions are to be interpreted consistently with the pricing plan, price list, Privacy Policy and applicable legislation.

advanced meter means a remotely read interval meter and all associated metering equipment.

agreement means these standard terms and conditions together with the price list, any pricing plan applicable to you, and any applicable specially agreed terms.

disconnect, disconnection and disconnected means the isolation of your premises from the network, so that your premises remain physically connected to the network but you cannot receive the supply of energy.

Electricity Code means the Electricity Industry Participation Code 2010, as amended from time to time.

emergency means where there is a probable danger to life or property or immediate risk to the continuity or safety of supply of distribution of energy.

energy means electricity.

equipment means metering equipment, the network and any other energy supply equipment of the network company or other third party at your premises.

event beyond our control includes, but is not limited to: acts of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, earthquake, fire, lightning, storm, flood or other similar event, interference with the network from birds, animals or vegetation, traffic accidents, faults in the network, acts or omissions by the network company or meter company, problems with generation, transmission or distribution of energy, problems with your wiring, piping or other parts of your energy installation, problems arising because of health and safety hazards at your premises, and other things that we do not have control over.

Ecotricity, we, us and our means Ecotricity Limited Partnership (trading as "Ecotricity") and includes its agents, contractors, successors and assignees.

medically dependent customer means a customer who is dependent on mains electricity for critical medical support, such that loss of electricity may result in the loss of life or serious harm.

meter company means the company or companies that own the meter situated on your premises and/or are responsible for installing, maintaining, repairing and reading meters.

metering equipment and meter mean the metering and other equipment which is used to measure and provide information about your consumption of, demand for, and (where applicable) export of energy, including any covering or housing for such equipment, and meters, loggers, communication devices, relays, current transformers, voltage transformers and any other equipment required to measure energy usage, and includes an advanced meter and the metering communications network.

network means the energy distribution network to which your point of supply is connected, including the network of overhead lines, underground cables and pipelines, fittings, valves, piping, substations and other equipment used to distribute energy.

network company  means the company or organisation that owns the network, and where relevant includes its employees, agents and representatives.

network requirements means the rights and responsibilities relating to the network company summarised in these terms.

point of supply means the point at which we or the network company determine that the network ends and your lines, cables or pipes and fittings and equipment begin.

premises means the property supplied with energy under this agreement.

price list means our prices relating to energy consumption and special fees and charges for other services or circumstances. Your current relevant price list is available by calling our Customer Service Team.

special fees means fees for services which are additional to your normal energy supply charges. The Non-Standard Prices list on our website sets out special fees that incur a fixed charge. However, in some cases, special fees will be quoted, or if not capable of quoting, estimated (unless a third party does not supply a quote or estimate) prior to us undertaking the service.

time-varied pricing means pricing where your charges are different depending on the time of day that you use energy.

third party charges means charges, fees, levies, costs or other amounts imposed on us or payable by us to a network company, meter company, transmission provider, regulator, market operator, government agency or other third party in connection with supplying energy or related services to your premises.

vulnerable customer means a domestic customer where:

disconnection of energy at the customer's premises presents a clear threat to the health or well-being of the customer or someone living at their premises because of age, health or disability; or
it is genuinely difficult for the customer to pay energy bills because of low income or severe financial insecurity – either temporary or permanent.

you and your mean the customer or customers under this agreement, as named on the energy account.