Our Contact Centre is experiencing some delays due to increased demand. The fastest way to order, manage your account, and get delivery status is on the Rockgas app or the customer portal on this website.
What if I have had electricity and/or natural gas, as well as reticulated LPG supplied by Contact in the past. Who is my point of contact now? If you are a business customer with fuels other than LPG, please phone the Contact team on 0800 20 9000. For all commercial and industrial reticulated LPG requirements, please contact the Rockgas Customer Care team on 0800 574 427.
Invoicing
and payments
Rockgas will be providing your invoices from 1 September 2019. This
means your August 2019 invoice will be the last you receive from Contact.
When can I expect my invoice to arrive and when does it need to be paid by? While you can expect your invoice to arrive about the same time it always has, payment will now be the 20th of the month following the invoice date. This may vary from your current payment terms.
I’ve received collective invoicing or summary billing in the past. Will this continue? Collective and joint invoicing, as well as summary billing, are being replaced. Going forward, you will receive an invoice for each location you receive reticulated LPG. All this means is that you will now receive an end-of-month emailed statement which covers all locations’ invoices.
Will the layout of the invoice change? The layout of your invoice will look a little bit different. Going forward, your energy use will also be invoiced in gigajoules rather than kilowatt hours.Click here for a sample of what your invoices will look like from September 2019.
Will my customer account number change? With Rockgas transferring to a new billing system, your customer account number will change. You will find your new customer account number on your first Rockgas invoice in September 2019.
I pay my invoices by automatic or electronic payment. What do I need to do? As a commercial and industrial reticulated LPG customer, you will have been paying your invoices through automatic or electronic payment to Contact. This will need to be transferred to Rockgas by 1 October 2019. We really appreciate your help with this as we know it can be a little inconvenient.
The easiest way to change your automatic or electronic payment is to search Rockgas Limited through your online banking services and save us as one of your payees. Our bank account number is 02-0544-0241419-000.
Please use your new customer account number as the reference. You will find your new account number on your first Rockgas invoice in September 2019.
I pay my invoices by Direct Debit. What do I need to do? If you have been paying your invoices by Direct Debit to Contact and don’t use any other of Contact’s products or services – you don’t have to do a thing. Our bank, BNZ, will work with Contact’s bank, Westpac, to transfer this across.
I pay my invoices by Direct Debit, but I’m also invoiced for other Contact Energy Services. What do I need to do? As Rockgas will now be supporting your reticulated LPG needs, you will need to set up a new Direct Debit with us. We really appreciate your help with this as we know it can be a little inconvenient. A member of our Customer Care team will be in touch with you to organise a new Direct Debit with you.
For your Contact products and services, you don’t have to do a thing –
there’s no change to that Direct Debit.
I pay my invoices by credit card or at PostShop. What do I need to do? Going forward, Rockgas will not have those payment options. We know this may be inconvenient for you, so a member of our Customer Care team will be in touch to discuss options around other payment methods with you.
Terms
and Conditions
The
Supply of Reticulated LPG Terms and Conditions have changed.
For
new customers, these terms and conditions took effect on 1 July 2019,
and for existing customers on 1 August 2019.
What’s
changed?
Very little has changed. We have based these on the Terms and Conditions that you had with Contact before Rockgas was sold.
These terms are no longer combined with your electricity terms. We’ve taken out all the stuff that related to electricity, but a large proportion of the Terms and Conditions around supply, metering and payment will carry on just the same.
There are still some things that Rockgas needs to share with Contact and any service providers, so we’ve updated the privacy sections to make it clearer how we’ll use and share your personal information.
If you’re on a fixed term agreement with us, we’ve clarified how we’ll calculate any damages if you terminate the agreement early. We have also outlined what will happen if it’s not commercially viable to connect or keep you connected to a reticulated network.
We’ve updated all our contact details, and modernised the notice section.
Yes, your current price stays as
is. If there is a future price adjustment, we will let you know in advance.
Complaints
process
How can I make a complaint? We work hard to look after our customers, but if we’ve let you down, we really want to hear from you. Call 0800 574 427 or email customercomplaints@rockgas.co.nz.
I lodged a complaint prior to 1 September 2019? Will Contact Energy or the Rockgas Customer Care team handle that complaint? If you had an open complaint before 1 September 2019, Contact Energy will continue to be your point of contact. However, they may liaise with Rockgas’ Customer Care team to help resolve the issues.
What if I’m not satisfied with how Rockgas handles my complaint? If we can’t resolve your complaint, we are also a member of the Energy Complaints Scheme operated by Utilities Disputes, which is a free and independent industry complaints body. We are committed to maintaining the standards contained in the Energy Complaints Scheme document. If the complaint falls within its jurisdiction and has reached deadlock you can refer your complaint with us to Utilities Disputes. ‘Deadlock’ means:
A complaint made to us that has taken longer than 20 business days to resolve and we have not advised you in writing that there is a good reason for this, and what that reason is, or
A complaint that is with us has taken longer than 40 business days to resolve, or
Utilities Disputes is satisfied that:
We have made it clear that we do not intend to do anything about the complaint
You (as the complainant) would suffer unreasonable harm from waiting any longer, or
Rockgas Weber BBQ prize draw – Full Terms and Conditions
Entry:
By entering this competition, entrants agree to be bound by these Terms and Conditions. Information on how to enter this competition forms part of these Terms and Conditions.
In order to gain entry to the competition, entrants must have clicked through the relevant link in the offer and either:
updated their existing contact details with; or
be new customers of
Rockgas Limited (Rockgas) in Whakatane.
“Competition Period” is from 1 December 2022 until 11.59pm 31 March 2023.
There is a limit of one entry to the competition per customer.
Prize and Winning:
Each winner will win one Weber Baby Q Q100 LPG BBQ valued at NZ$449 to be won (“Prize”).
The Prize cannot be exchanged for any other product or for cash. The Prize must be redeemed in accordance with these Terms and Conditions.
The Prize winner will be determined by a random draw from all eligible entries made during the Competition Period. The draw will be made approximately 30 days after the end of the Competition Period (“Draw Date”). The winner will then be contacted by Rockgas by email or telephone.
If Rockgas is unable to contact the winner after a period of two weeks following the Draw Date, having made reasonable efforts to do so, that winner’s entry will be declared invalid. Rockgas reserves the right to:
withdraw the Prize offer; or
withdraw the Prize offer and redraw the Prize in accordance with paragraph 7 above with a new Prize winner.
In the event that the Prize becomes unavailable for any reason, Rockgas may at its discretion substitute a prize of equal or greater value without notice.
By accepting the Prize, the Prize winner consents to his or her name and/or photograph being used for such publicity purposes as determined by Rockgas.
Rockgas will aim to send the Prize to the Prize winner within 30 days of notifying the Prize winner of their win. Rockgas will have no liability for any delay in meeting this timeframe.
Rockgas may refuse to provide entry to the competition or the Prize to an entrant who, in Rockgas’s view, has acted fraudulently or not complied with these Terms and Conditions.
General:
Entry is open to both new and current customers of Rockgas Whakatane who update their customer details in accordance with paragraph 2 above. Rockgas reserves the right to verify the validity of any entry.
Employees of Rockgas Limited and its related companies, and their immediate families, are not eligible to enter this competition (“non-eligible persons”). If a non-eligible person is drawn at random, the Prize will be redrawn.
All decisions of Rockgas are final and no correspondence will be entered into. Rockgas reserves the right to modify these Terms and Conditions and to extend, postpone or cancel the competition at any time.
Rockgas will not be liable for any loss, claim, cost, expense, liability or injury (“Loss”) suffered by any participant in any way associated with the competition including as a result of entry into the competition or winning the Prize, except where such Loss cannot be excluded by law.
These Terms and Conditions shall be governed by and construed in accordance with the laws of New Zealand and shall be subject to the exclusive jurisdiction of New Zealand courts.
“Personal Information” the collection, use and disclosure of personal information provided in connection with this competition is governed by the Privacy Act 2020, our Privacy Policy and our terms and conditions of supply.
This competition is run by Rockgas Limited with its registered office at 42 Connett Road, Bell Block, Taranaki.
