Do I get charged for a paper bill?

Yes, from 15 October 2023, a printed paper bill will cost $3.00 per month.

Why am I getting charged a fee?

We’re not fans of fees but the cost of paper bills and postage is rising & to keep the bottom line reasonable we need to on charge to the customer.

When will I get charged a fee?

If you are not registered for email bills on the 1st of the month, you will be charged a fee.

How can I avoid getting charged a fee?

Register for email bills through My Account, or using this link, and details on the letter you received https://frankenergy.co.nz/ebill

What if I don't have an email address?

Check out the options on the big wide web of google and set yourself up with an email address. If you don’t want one, that’s fine, we will post the bills to you, and the fee will apply .

I got 2 bills this month, will I get 2 fees?

If you normally get your properties or fuels invoiced together each month by posted bill, this will incur a single fee.  If however you have your properties or fuels invoiced separately (and paid separately), this would incur more than one fee.  Please get it touch if you would like to discuss your billing set up

I have gas and electricity; will I get 2 fees?

As long as you have your electricity and gas invoiced together, you will only get one fee for a paper bill.

I got a letter saying my email address needed updating, along with a paper bill, will I get a fee?

If we send you a letter because your invoice was not successfully delivered by email, then there is a few days grace to let you update it. Update your email address as soon as possible to avoid the fee via My Account (web only) or by chatting with us.

Can I send my bills to more than 1 email address?

Unfortunately, not, we can only send them to one email address.

Can you send other correspondence by email as well?

Absolutely! You can update these preferences in My Account (web only) or by chatting with us.

I just got a letter from Frank Energy by post, will I get a fee for this?

Nope, the paper bill fee only relates to invoices.

Nope, the paper bill fee only relates to invoices generated as part of our monthly billing process.

How do I update my email address?

Live Chat with us or update them on My Account.

Last updated: 15 September 2023