AWARDS FINALIST: Genesis Energy – affordable energy key focus

At a time of rising costs in the energy sector, Genesis Energy has increased its retail customer base and booked a six-point gain in its customer satisfaction rating.

The company reduced its retail overheads to keep operating costs stable in a high-inflation environment, and says keeping energy affordable so that its customers can thrive is a key focus.

That has seen the firm's customer connections across its Genesis and Frank brands climb to almost 650,000, a 4.7 per cent increase from a year ago.

At the same time, its customer-net promoter score has climbed to plus-52.

The company's award-winning Power Shout programme is at the heart of that success.

The loyalty initiative gives customers free-power hours to use whenever they choose, with no restrictions.

Hardship

In the past year alone, Genesis distributed 5.6 million Power Shout hours, including 300,000 hours donated to customers in hardship. Customers can also give their hours to others, with Genesis matching every donation.

The company is also tackling energy hardship through Te Tira Manaaki o Kenehi, the Genesis Caring Team. Staffed by people with experience of hardship and community expertise, the team made more than 3000 calls last year, offering support, payment plans and referrals to wraparound services.

Their work ensures that more people can keep the lights on and homes warm, the company says.

Innovation is another cornerstone of its approach, Genesis says.

The $15 million Ecobulb initiative, launched in partnership with Frank Energy, has distributed nearly 400,000 LED bulbs across the country, helping households save on power bills while reducing peak demand, and has been praised by customers and communities alike for its practical impact and personal touch.

Genesis is also leading the charge - literally - on electric vehicle infrastructure. With a 65 per cent stake in ChargeNet, Genesis is expanding New Zealand's EV charging network, aiming to double charge points by 2030.

The EVerywhere service lets customers charge on the go and pay through their Genesis accounts, making EV ownership simpler and more accessible.

Businesses

For business customers, Genesis is providing tailored support to help smaller users move from fossil fuels to electricity. The new Electrification Hub offers practical advice, vetted partners and financing options, and a pilot project converting a Rotorua pizzeria from gas is forming the basis of a broader strategy for small and medium-sized businesses.

Genesis is also working with larger users to reduce their emissions, by delivering more renewable generation.

The Lauriston solar farm in Canterbury, New Zealand's largest at the time of commissioning, generates 100 gigawatt-hours a year.

The firm's landmark offtake agreement with Spark delivers renewable energy certificates to the mobile provider and forms part of a longer-term partnership that includes data sharing on energy use and future capacity requirements.

The annual Energy Excellence Awards will be held in Wellington on 13 August. The Energy Retailer of the Year is sponsored by EDMI.