Former customers
Customers that have left the South Canterbury region, who had power accounts from 1 April 2015 to 31 May 2024, can apply for a credit for the time they were affected by the error.
How much could I get?
The credit depends on when and how long you were connected to our network as well as the pricing category you were in. For example, customers on our network for the whole period (from 2015 to 2024) would receive a credit of:
- $261.69 (excl. GST) for most households and small business customers
- $992.83 (excl. GST) for many three-phase connections
If you were a customer for only part of that time, we will calculate the credit based on how many months you were on our network.
Everyone who currently has a power account in South Canterbury will receive a credit to their bill. Your retailer, who you pay your power bill to, will automatically credit your account. You do not need to do anything.
Here's how it works
Please complete an application and submit supporting documentation. You have the option to complete the application via online form, email or via post. The online form gives you the ability to save your progress and return to it when you are ready to submit your application.
Applications close at the end of October 2025.
Step 1 Complete the application form
Provide your contact details, your ICP number (if you have it), address, and the specific period you were a customer of ours. If you are a former customer at more than one ICP, you can make a separate application for each ICP number.
Step 2 Submit supporting documents
Upload evidence to support your application. You need to submit either:
- Electricity bills: you will need to submit the first electricity bill for the period that you were a former customer AND the last electricity bill for the period that you were a former customer. If you can only provide one of these, please also attach some alternative evidence that is dated close to the start or end of the period.
- Alternative evidence: you will need to submit documentation that includes your full name or business name, and the address you’re claiming you were a former customer at. You will need to include some evidence that is dated close to the start of the period you were a former customer AND some evidence that is dated close to the end of the period you were a former customer. Some examples of alternative evidence are a utilities bill for that address (eg, telecommunications or gas), a rental agreement for that address (where you were the renter not the landlord), or correspondence from your bank or insurer to you that is addressed to that address. If you provide alternative evidence, you'll need to declare you were the bill payer.
- Special circumstances:
- If you are applying on behalf of someone else (e.g. someone who has passed away or someone unable to apply due to illness) please include evidence in your application that you have authority to apply on their behalf.
- If your current name is different to the name on the evidence (e,g. due to marriage or divorce) please include evidence of your name change (e.g. marriage certificate).
Step 3 Review and submit
Ensure all information is accurate. You can save your progress and return later!
Step 4 Optional
Provide account details. You can securely provide your bank or power account details now or do so later.
Step 5 Confirmation of receipt
We will confirm receipt of your application via email and within two business days.
Step 6 Outcome
If you have provided all the required information we will assess your application and aim to inform you of the outcome within 15 business days. Should you be successful, the credit or payment will be processed as soon as possible. If you do not provide all the information requested, the process will take longer and you may be asked to provide additional information. Applications where all the requested information is provided will be prioritised.
Before you start
- Some fields are mandatory for submission. If you cannot complete them, please download our editable application form and email this, and your supporting documentation, to support@alpineenergy.co.nz
- It's optional to provide your bank or power account details to us at this stage. You can leave this off your application and we will request them from you at a later stage in the process.
- There is an option to provide other supporting documentation and to leave a comment should you feel that our form doesn't cover your circumstances.
- By submitting an application form, you consent to Alpine Energy collecting and using your personal information for the sole purpose of assessing and processing your credit. Your information will be handled in accordance with our Privacy Policy: https://www.alpineenergy.co.nz/corporate/disclosures