TAU has introduced a way for customers to easily send through an actual meter reading, when an estimated invoice is outside what TAU deems to be a reasonable range. This process is optional for customers, and forms part of TAU’s commitment to empowering customers.

This new process is in response to customer feedback following TAU’s move to an estimated/actual cycle of billing introduced in October 2023.

How it works:

• Your invoice must be an “estimated” read. This will show in RED at the top of your invoice.
• Check your estimated reading against the actual reading on your meter box.
• If the estimated reading is more than 50 units higher than the reading indicates on your meter box, take a clear photo of your meter box – clearly showing your connection number or meter box serial number as well as the actual reading.
• Within 5 days of receiving your invoice, send us a clear photo of your meter box to our dedicated mailbox: reading@electricity.co.ck
• Clearly state the invoice number and your connection number so we can promptly assess and process your request.
• We will endeavor to send you an updated actual reading invoice within 2 working days which you must pay within our standard timeframe.

“Te Aponga remains committed to listening and responding to customer needs, while at the same time improving the way we do things so we can work efficiently and effectively”, said TAU Chief Executive Officer, Lesley Katoa. “As well as our new ‘take a photo’ process, we will soon be publishing guides to make it easier for our customers to understand what goes into their electricity bills, and how to read their TAU invoices. This is all part of working to achieve our vision of empowering the community through sustainable and innovative energy solutions.”