Help Bottled LPG – Billing and 
Payments

Billing and 
Payments

Contents

Price change 2025

  1. How LPG is priced 

The price of LPG isn’t set in stone – it can move around depending on a few key things: international market prices, exchange rates, transport and delivery costs, and government regulations. Here’s a quick look at what goes into the cost:

 

Why is the price increasing this year? 

Rockgas continues to experience increases in the cost of supplying LPG to our customers. 

This is due to several factors including: 

– The impact of exchange rates on purchasing LPG 

– Higher shipping and transportation costs to deliver LPG to homes and businesses 

– Increasing operational costs 

Unfortunately, as supply costs have continued to increase, Rockgas has had to make the difficult decision to adjust the price our customers pay for LPG. 

 

When will the price change take effect? 

The new price for gas bottles will take effect on 1st November 2025. It will be applied to any bottles purchased after this date. 

 

What do I do if I cannot afford the increase? 

We understand price increases are never appreciated which is why we have tried to absorb these prices within the business as much as possible. The prices are set for your area. However, if you believe you have been sent the incorrect pricing, please call our call centre to check you are on the correct price. 

 

Does Rockgas offer payment plans? 

Unfortunately, we do not have the ability to set up a payment plan for you at this stage. However, if you are experiencing financial hardship, please call our team on 0800 762 542 to discuss your payment options. 

 

Do I need to call you to agree or sign another contract? 

No there is nothing further you need to do. The price change falls under our current terms and conditions and all other terms and conditions remain the same. 

 

If I haven’t agreed to the price increase, can you charge me extra? 

Our standard Rockgas terms and conditions allow us to make changes to our fees and charges as long as we provide you with 30 days’ notice or have attempted to make contact but were unable to reach you due to incorrect contact information. 

 

I joined Rockgas less than 1 year ago, will I still get a price increase? 

Yes, you may receive a price increase. If your price is going to change you will receive notification of this 30 days prior as per our standard Rockgas terms and conditions. 

Who can I contact to make a complaint about the price increase? 

If you have a complaint, you can raise this with Rockgas in the first instance by emailing customer.complaints@rockgas.co.nz If after 20 working days, you believe this complaint has not been resolved you may contact Utilities Disputes. 

Call: 0800 22 33 40 

Email: info@udl.co.nz

Web: www.udl.co.nz 

Mail: PO Box 5875, Wellington 6140, Freepost 192682 

Utilities Disputes can’t investigate complaints regarding the price a utilities provider has set for its product. They may consider a complaint if the provider has not supplied appropriate information and if the price has not been applied correctly.

LPG pricing explained

How LPG is priced 

The price of LPG isn’t set in stone – it can move around depending on a few key things: international market prices, exchange rates, transport and delivery costs, and government regulations. Here’s a quick look at what goes into the cost:

How international prices determine what you pay

Even though most of our LPG is made right here in New Zealand, it’s still priced off an international benchmark called the Saudi Aramco Contract Price (Saudi CP), which changes every month. And since it’s priced in US dollars, the exchange rate also plays a part in what you end up paying.

The role of Government regulation

Some of the cost comes from regulatory schemes like the New Zealand Emissions Trading Scheme (NZ ETS). This puts a price on greenhouse gas emissions and means companies like us need to buy emissions units to cover our LPG usage. Those costs are included in the price you see.

Transport and logistics costs

Getting LPG from its source to your home takes a few steps. It travels from the source or port to our depots, then it’s trucked out to homes and businesses all over the country. Road user charges, shipping, storage, and the distance to your place all add up behind the scenes.

Understanding your Rockgas invoice

We keep things simple with two types of invoices:

Delivery-based invoices – Most customers will receive an invoice after each completed delivery. This includes your customer account number, invoice date, due date, and payment instructions.

Consolidated invoices – These are usually for businesses and are sent out on the 20th of each month. They include all completed orders up to the invoice date, with each order listed as a separate line.

If you’ve set up Direct Debit, the amount will be automatically taken on the due date. If not, just make sure your payment is in by the due date so you can keep your LPG flowing.

Invoices are due 20 days after the invoice date.

Setting up direct debit and payment options

Paying is easy:

Credit card: Use the Rockgas app or online customer portal on our website, or call 0800 762 542 and follow the prompts.

Internet banking: Use our Rockgas Ltd BNZ account02-0544-0241419-000. Please include your customer account number as the reference. Make sure you select Rockgas Ltd as your payee.

Direct debit: Download the Direct Debit form from our website, fill it out and email it to lpgenquiries@rockgas.co.nz.

• If you are a franchise customer, please see the payment options on your invoice.

What happens if I miss a payment?

If you miss a payment, please get in touch with us as soon as you can so we can help you get sorted. The sooner we know, the easier it is to help.

Still need help?

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0800 ROCKGAS
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