YOUR ACCOUNT

How does estimate and actual  invoices work?:

Q1.      What are invoices from estimated readings?

Invoice from estimated readings are generated using the average consumption data from the previous three months, rather than relying solely on actual meter readings each month. This system was introduced in October 2023 for the safety of our meter reading staff, streamlining of processes and improved efficiency. By analysing historical usage patterns, TAU calculates a daily average consumption and generates a monthly invoice. It’s important to note that the actual reading in the 3rd month reconciles the total actual power used, ensuring accuracy over a 3-monthly period.

Q2.      Why are estimated readings being used?

Estimated readings are employed to address safety concerns for meter readers, inefficiencies in the previous manual meter reading system, and solving significant logistical challenges. By adopting estimated readings, TAU is streamlining its operations while ensuring continuity of service.

Q3.      What happens if the estimated reading seems extremely high or low?

If an estimated reading seems high or low, it will be adjusted in the subsequent billing cycle based on the actual meter reading. TAU’s billing system is designed to reconcile any discrepancies over a three-month period, ensuring customers are billed accurately for the electricity consumed. Customers are encouraged to report any issues promptly for investigation.

Q4.      What do I do if my bill is extremely high or extremely low?

If your bill is extremely high or low, please come in and see our friendly team at the office or contact our Customer Services team by phone at 20054 or email enquiries@electricity.co.ck, and the team will be able to assess your situation and advise you of the next steps.

Q6.      Has TAU increased its tariff?

No, TAU has not increased its tariff despite facing higher fuel costs. The company is currently absorbing the bulk of this burden for minimal impact on customers.

Q7.      How can customers ensure efficient electricity usage?

Customers can promote efficient electricity usage by implementing simple energy-saving practices, such as turning off appliances when not in use, optimising hot water usage, and operating water/pool pumps efficiently. These actions not only reduce energy consumption but also contribute to environmental sustainability and lower utility bills. If a customer is concerned about their energy use, they may choose to engage an independent electrical contractor to conduct an energy audit and identify any appliances not working efficiently.

Q8.      Are invoices generated from estimated readings valid?

Yes, invoices generated from estimated readings are valid and should be paid by the specified due date. TAU assures customers that estimated invoices accurately reflect their average consumption over the preceding months, ensuring continuity of service and fair billing practices.

Q9. Is TAU looking at technology for alternative ways of invoicing and paying bills?

TAU consistently explores emerging technologies, yet as a small, isolated island, we are vulnerable to weather and conditions for which technology has not always been made for. Introducing new hardware and software comes at a cost. Therefore, any technological decision must undergo rigorous evaluation to ensure it enhances our ability to provide reliable electricity to the people of Rarotonga, with costs justified by long-term benefits.

Q10.    How does TAU ensure reliable electricity supply to the community?

TAU ensures reliable electricity supply to the community of Rarotonga through careful planning, regular maintenance of infrastructure, and investment in modern technologies. Our dedicated team works tirelessly to minimise disruptions and uphold the energy security that the community has enjoyed for over 30 years.

Q11.    What measures does TAU take to promote sustainability and environmental responsibility?

TAU is committed to promoting sustainability and environmental responsibility in Rarotonga. We invest in renewable energy sources and innovative technologies to reduce our carbon footprint and help the Cook Islands achieve its international commitments to net zero emissions. Additionally, we actively engage in community outreach and education initiatives to raise awareness about energy conservation and environmental stewardship.

Q12.    How does TAU ensure fair and transparent billing practices for its customers?

TAU adheres to fair and transparent billing practices to ensure equity and trust among its customers. Our billing processes are rigorously monitored to maintain accuracy, and we provide explanations of charges and invoicing procedures. Customers are encouraged to reach out to our customer services team for billing-related inquiries or concerns.

Q13.    What role does TAU play in supporting the local community and economy?

TAU plays an integral role in supporting the local community and economy of Rarotonga. Beyond providing reliable electricity supply, streetlighting, coloured lights and uneconomic network extensions, we actively engage in community development projects, sponsor local events, and collaborate with stakeholders to foster economic growth and prosperity. During the Covid-19 pandemic we contributed $11.5million through power subsidies to the community. Our commitment to empowering the community extends beyond delivering energy solutions to actively contributing to its social and economic well-being.

Q14.    How does TAU ensure customer feedback and concerns are addressed effectively?

TAU values customer feedback and concerns and strives to address them effectively. We have established channels for customers to communicate with us, including phone, email, and in-person visits to our offices. Our customer service team is dedicated to resolving issues promptly and providing personalised assistance to ensure customer satisfaction.

Q15.    What measures does TAU take to ensure safety for its employees and customers?

TAU prioritises safety for its employees and customers through comprehensive training programmes, strict adherence to safety protocols, and regular inspections of equipment and infrastructure. We are committed to maintaining a safe working environment and upholding the highest standards of safety for all stakeholders.

General Requests:
I want to update my personal information on my account? Please call our main office on phone:+682-20054 during our business hours or you can email our Customer Service Team at enquiries@electricity.co.ck to notify our team of the changes. I want to add a name to my account. Please complete the Amendment/Addition to Agreement for Supply form and return to Customer Service via email at enquiries@electricity.co.ck or our main office during our business hours. I want to change the account into my name?
  1. The account holder must complete the Request for Final or Special Reading form and return to Customer Service via email at enquiries@electricity.co.ck or our main office during our business hours.
  2.  After final reading is taken, the new account holder must complete the Agreement for Supply of Electricity & Related Services form and return to Customer Service via email at enquiries@electricity.co.ck or our main office during our business hours. Note: a bond maybe required to complete the change.

What if the account holder is deceased?
Customer Service require a Death Certificate as part of the internal verification process before any changes can be made to an account.

I want to set up automatic payments or direct credit on my account? I want to cancel my automatic payments or direct credit?
Please contact your staff responsible for payroll at your place of employment or your nominated bank to setup this payment arrangement.

I want to set up a account, how old do I have to be?
You must be 21 years of age and above to file an application for Agreement for Supply of Electricity & Related Services. This is clearly stated at the bottom of the application form.

I want a credit refund.
Please complete the Credit Refund form and return to Customer Service via email at enquiries@electricity.co.ck or our main office during our business hours.
Note: All credit refunds are processed on Wednesdays as of 1 November 2019

Information Requests:

I want an account balance.
Please call our main office on phone:+682-20054 during our business hours or you can email our Customer Service Team at enquiries@electricity.co.ck

I want my power bill emailed.
From October 2023, customers will receive bills by email, with domestic meters read once every three months and estimated bills provided the other months. If you don’t have an email address registered for your account you can do so by phoning +682-20054 during our business hours, or email our Customer Service Team at enquiries@electricity.co.ck. If you don’t have email, you can nominate another person to receive your bill by email by providing written authority.  Additionally, you can visit or contact our office during normal business hours to enquire about your account balance in person or over the phone.

I want a ‘Statement of Account’ or ‘Statement of Transactions’.
Please call our main office on phone:+682-20054 during our business hours or you can email our Customer Service Team at enquiries@electricity.co.ck
Note: Only the account holder/s can make this request.

I want to get a statement for the account but I am not the account holder.
The account holder must authorise this request. Please call our main office on phone:+682-20054 during our business hours or you can email our Customer Service team at enquiries@electricity.co.ck
Note: Only the account holder/s can make this request.

Make Payments At Your Bank Or Via Online Banking
ANZ BANK

Branch#: 010975
Account#: 112589
Account Name: Te Aponga Uira
Swift Code: ANZBCKCR

ANZ BANK Group, Main Road PO Box 907 Avarua, 
Rarotonga, Cook Islands

BANK of the COOK ISLANDS (BCI)

Branch#:051501
Account#: 2967S7
Account Name: Te Aponga Uira o Tumu Tevarovaro
Swift Code: BCKICKCR

Bank of the Cook Islands, Main Road PO Box 113 Avarua, Rarotonga Cook Islands

Bank of the SOUTH PACIFIC

Branch#: 039038
Account#: 2000210761
Account Name: Te Aponga Uira o Tumu Tevarovaro
Swift Code: BOSPCKCR

Bank of the South Pacific, Main Road PO Box 402 Avarua, Rarotonga Cook Islands

*For allocation purposes kindly reference/narrate the connection number (i.e. V324) or 5-digit power account number (i.e. 13585).

If you have any questions, feel free to contact our customer support team

FAULT LINE 24/7

+682-25257

Tutakimoa, Rarotonga
Cook Islands.
Phone: +682-20054 | Email: enquiries@electricity.co.ck

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