To join Wise, you need to:

• Be a residential electricity customer only.
• Have an eligible and actively communicating smart meter.
• Have a mobile phone to receive our text alerts.
• Be able to receive emails from us.
• Agree to our General Terms and Conditions and be located in one of our supply areas.

When you sign up, we will check all of this and let you know if you’re eligible.

Medically dependent customers:

If you are medically dependent on electricity, for safety reasons we strongly recommend you do not use Wise Pre-Pay. If you still want to choose Wise Pre-Pay, please discuss this with your health practitioner for their advice.

Wise Pre-Pay is not available for:

• Properties with an unacceptable level of vacant consumption (as determined by us).
• Properties with inconsistent tenancy, for example holiday home or Airbnb rental properties (as determined by us).
• Unmetered electricity connections.
• Customers with export generation (e.g. solar panels).
• Business electricity customers/ connections.

If you run out of electricity, it’s easy to get reconnected. Simply ensure your account has sufficient credit by topping it up. Our system will automatically initiate the reconnection process and your power will normally be restored within 30 minutes.

If you’re unable to top up and reconnect your power, don’t worry. You can contact our Customer Service team and request we “hold off” disconnecting you until 11.30 am the next day.

Important:

• Requests for a “disconnection hold” need to be made between 8am and 5pm, Monday to Thursday.
• To be approved, your account balance needs to be above -$15.00.
• After power restoration, disconnection will be scheduled for the following business day at 11:30 am. It’s essential to top up and ensure your account is in credit before this time to maintain connectivity.
• We do not offer “disconnection hold” requests on Fridays, as we do not disconnect power on weekends or public holidays.

If you’ve been disconnected for over 7 days, we will automatically close your account.

To reconnect you will need to pay:

• $20 for a remote reconnection.
• Your Daily Charges for the period you have been disconnected.
• Any other charges owing on your account (if any).

Then, you will need to call us on 0800 009 473 during our Call Centre hours of 8am–5pm Monday to Friday. For your safety, someone over the age of 18 years must be at home to get reconnected.

In most cases, reconnection will happen the same day you request it, as long as it’s during our call centre hours. Reconnections outside of these hours may take longer and you will be charged an after-hours reconnection fee.

There is no disconnection or reconnection fees that apply if you run out of credit and get disconnected while you are with us.

However, if you choose to disconnect from us for any reason, we will close your account after 7 days. To reconnect, you will need to pay:

• $20 for a remote reconnection.
• Your Daily Charges for the period you have been disconnected.
• Any other charges owing on your account (if any).

You can check your balance anytime via:

• The Wise Mobile App (available from the App Store or Google Play)
• Online by signing into your Wise Dashboard.

Checking your power usage

Sign into the Wise App or Dashboard and you can view your balance and usage history at any time. The “Usage” graph provides a monthly view of your power usage. If you hover over the relevant monthly column, you can also see your average daily spend.
To drill down to daily and hourly information (just click on the month bar, then select a day to view and then click into the day bar to view your hourly data).