Electricity Customer Self-service portal FAQs

Features and benefits

What can I do in the Electricity Customer Self-service portal?
You can request new electricity & gas connections and customer projects using the self-service portal
 
What are the features of the Electricity Customer Self-service portal?
Features available to Guest Users
  • Request a new order (electricity & gas connections and projects)
  • Receive updates on order progress (via Email or Text)
  • Pay for your order online by clicking ‘Pay Now’ in your quote email
 
Features available to registered users
  • See all orders in one place
    • Multiple users can be added to one account (with roles of ‘admin’ or ‘standard’)
    • Admin users can request to add or change account details as well as users within the account (Standard users can add or change their own contact details)
    • Save an order and complete later
 
  • View a summary of orders upon login (all orders created on or after 20th April 2017)
    • Sort by address
    • Filter by order type or requester
    • See orders placed by other users (if applicable)
 
  • Track your order and view estimated completion timelines (only for electricity small connection orders)
    • Ability to view quotes, invoices and credit notes
 
  • Pay for your order
    • Ability to pay for your quotes which show up with a ‘Pay Now’ button
Do I have to register before using the Electricity Customer Self-service portal?
No you don’t have to register, you can use the portal as a Guest User (where no account is created). Guest user access is recommended when you’re making a one off request.  Its recommended you register as a ‘Registered User’ if you will be making multiple requests, as this will make ordering and tracking simpler for you.  

Creating an account

How can I add myself to a registered company account?
Only the registered account admin can request new users to be added to an account. 

The admin person nominated for your company account must contact us on 0508 VECTOR (0508 832 867) to request this.
How do I add a new user to my registered company account?
If you’re the admin user for the company account, you can email or call us.

Send an email from your registered email account to vectorconnections@vector.co.nz and in the Subject line type: Request changes to <registered account name>.  You will need to let us know the name, email address and contact number of the new user. OR call us on 0508 VECTOR (0508 832 867).
When I register for an account, I’m see a message that an account already exists?


A registered user must have a unique email address.

This error is received when an account has already been set up with the email address you’re providing.

If your email account is generic (e.g. more than one person uses it), the first person registering the account will have set the password. additional users can register using a different email address. 
 

Using your account

Can I receive updates for orders I’ve placed?
When you submit an order you can request email and/or text notifications and provide an email address or mobile number for these to be sent to.

You will then receive notifications depending on your order type and they usually indicate when the order has moved from one stage to the next.

If you are not receiving notifications but believe you should be, please contact us.

Send an email from your registered email account to vectorconnections@vector.co.nz and in the Subject line type: Request changes to <registered account name> OR call us on 0508 VECTOR (0508 832 867).
 
I am trying to log in but see the message ‘Try Again Later’, what do I do?
Please email us or call us with your registered email address and the time and date of the error message– so we can ring you for more information (if required).

Send your email to vectorconnections@vector.co.nz and in the Subject line type: Error Message during login ‘Your email address’. OR Call us on 0508 VECTOR (0508 832 867).
 
Why can I see the summary view but not the detailed view for some jobs?
The portal is currently designed to show the detailed view (showing each stage of your order) for electricity small connections.

For commercial gas connections and projects, you can view the summary of the order. If you have requested a residential gas connection you will need to login to css.vector.co.nz.
 
Why can’t I see all my orders against my account?
Only orders submitted after 19 April 2017 will be visible.  Any orders prior to this will not show up online, but rest-assured, they are still being processed.

If you have requested a residential gas connection, you must log in to css.vector.co.nz .

Check the filter on the left of your screen is set to: ‘My Company’s Orders’ to view all orders against the account. Then press the ‘F5’ button on your keypad twice to refresh the screen.

If you still can’t view the orders, check that you have no filters setup, click ‘Clear Filer’. Then view your dashboard.



If you still can’t see the orders you expect, please contact us by email or a phone call. You’ll need to let us know your contact details (name, contact number and email address) as well as the order number and address which isn’t visible. 

Send an email from your registered email account to vectorconnections@vector.co.nz and in the Subject line type: Request changes to <registered account name> OR call us on 0508 VECTOR (0508 832 867).

It will take us approximately 2 business days to complete our investigation.

 
Why can’t I see all the orders for my company?
Even if you’ve registered for an account under the same company name, you will not have access to the registered company account until the account admin contacts Vector to provide their permission for you to access the account. 

The admin person nominated for your company account must contact us on 0508 VECTOR (0508 832 867) to request this.

Editing account details

How can we change our account admin contact?
You can email us or call us. Do provide the contact details of the old and new admin user, i.e., name, email address and contact number and date that you want this change to take effect.

Send an email from your registered email account to vectorconnections@vector.co.nz and in the Subject line type: Request changes to <registered account name> OR call us on 0508 VECTOR (0508 832 867).

The switch will take approximately 2 business days to complete.
 
I want to update my account name and/or postal address but I’m not able to change it on the portal?
Please email us or call us.

Send an email from your registered email account to vectorconnections@vector.co.nz and in the Subject line type: Request changes to <registered account name>.  You will need to provide us with the updated account name and/or postal address.OR call us on 0508 VECTOR (0508 832 867).
 
I’ve changed my email address – how do I update my account details?
You’ll need to log in to your account using your existing email address. 

In the ‘Your Vector Account’ section, to the top right corner, you will see your name.  Click on the drop down icon and select ‘edit details’.  The account details form will open.  Update your email address here. 

Once you’ve updated your email, you’ll be logged out and sent a verification email.  You’ll need to click on the ‘Verify your email’ button in the email and input your new email address and existing password.
 




Electricity New connection FAQs

WHAT INFORMATION DO I NEED TO SUPPLY?
  • The location of the property where you need the connection
  • Your contact details and details for the following people (if different):
    • Retailer account holder
    • Quote payer (a quote will be issued if the required work carries a cost)
    • Electrician
    • Site contact
  • Connection requirements including:
    • Number of phases 
    • Fuse size
    • Whether you require a builder's temporary supply
    • Whether the supply will be used for residential or company purposes
    • The name of your preferred electricity retailer 
    • Proposed live date
CAN MY ELECTRICITY CONNECTION BE PLACED ANYWHERE?
Our network equipment is generally installed on the corner boundary of a property by the driveway, in accordance with our network design standards. We can discuss any specific requests you have and will try to accommodate where possible.
CAN MY METER BE PLACED ANYWHERE?
Your electricity retailer owns the meter, so please discuss the meter position and clearance requirements with your retailer.
HOW LONG DOES IT TAKE TO CONNECT?
From the time that we receive payment, it generally takes 6 to 8 weeks to complete the work
HOW LONG DOES IT TAKE TO GET A QUOTE?
Quotes are generally provided within 7 working days. Quotes will be valid for 60 days.
IS THERE A CANCELLATION FEE IF I CHANGE MY MIND AFTER ACCEPTING THE QUOTE?
Yes. If you have accepted the quote and then decide to cancel before work starts, then there is a standard cancellation fee of $100 (including GST). If we have started work before you cancel, then you will be charged the cancellation fee of $100 (including GST), plus any costs reasonably incurred by us in relation to the work. The cancellation fee also applies if you have asked for your connection to be placed on hold, and we have not heard from you for 6 months. Your connection will then be cancelled and you will be credited your payment amount less the $100 (including GST) cancellation fee.
IS THERE ANYTHING I NEED TO DO WHEN CONNECTING TO THE ELECTRICITY NETWORK?
Yes. You will need to arrange for a registered electrician to specify the type of connection required for your site. Refer to point 2 above for a breakdown of the other information we require from you and your electrician.
WHAT HAPPENS IF I NEED TO GO THROUGH SOMEONE ELSE’S PROPERTY TO GET ELECTRICITY
We will ask you to obtain an easement in our standard form if any part of the electricity service line crosses third party property. All costs associated with granting an easement and providing the associated site plans are your responsibility. This information will be required before we can start work.
WHEN SHOULD I APPLY FOR A NEW ELECTRICITY CONNECTION?
As soon as you can, to allow us enough time to be ready to connect when you are. Please discuss your electricity connection requirements with a registered electrician prior to requesting a new connection.
WHO OWNS THE ELECTRICITY CONNECTION?
Vector generally owns the lines, poles and equipment up to the point of supply, which is usually the isolating fuse located either on the boundary of your property or on the pole nearest to your property. The property owner owns the service line between the point of supply and the meter. If you have concerns regarding the condition of any of this equipment (refer to look after you lines section below) please call 09 927 3939. We will send a crew out to inspect and advise you if there are any maintenance requirements. Items such as meters and hot water relays are the responsibility of your electricity retailer. At industrial or rural sites Vector generally owns and maintains the high voltage overhead lines/underground cables, switchgear and transformers on these properties. For more info on line ownership click here.