Q&A

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I accidentally pushed the emergency button. What should I do?

We do ask that you do not use the Emergency knob unless there is a genuine emergency. If you are having difficulty unplugging your vehicle from the station, please phone 0800 2 CHARGE. Turn the button to the right until it pops out. The charger will begin a five-minute countdown while it performs a self-diagnostic test. Then it will return to normal. Please return the cable back into its pocket and don’t attempt to restart until the plugin icon is lit.

If you find that the E-STOP button has been pressed, the error message ESTOP will show on the station screen. To reactivate the station, turn the button to the right until it pops out. The charger will begin a five-minute countdown while it performs a self-diagnostic test. Then it will return to normal. Please return the cable back into its pocket and don’t attempt to plug back in until the plugin icon is lit.

What if there is an emergency?

In the unlikely event of an emergency, such as an earthquake, please push the red emergency button located at the base of the machine, if it is safe to do so. This will pop the button out and immediately shut down and secure the DC Fast Charger. Once the emergency is over, or if it was a false alarm, we would appreciate a phone call, if possible, where we can check if it is safe to restart it.

Our machines are designed to shut down if there is any damage to the charging cables or connectors.

I own an EV, how do I access your network?

You must first register an account with us. To avoid any stress, we recommend you register your account ahead of time. Go to charge.net.nz to sign yourself up to our network.

This can be done at the station during your first visit, by phoning us on the number 0800 2 CHARGE (this number is printed on the front of the stations.) Alternatively, you can sign yourself up on your smartphone by visiting this website and completing the registration form.

There is no cost to open an account with us. Charges are incurred when you purchase an RFID fob or when you connect our stations to your EV for charging. See here for instructions on using our chargers. Quick instructions are also printed on the front of all of our stations

How Many Stations do you have?

Currently we have 32 chargers connected to our network nationwide. This number is growing fast. We aim to have over 100 stations by the end of 2018. To view our planned network, take a look at the ChargeNet map. Please note, the purple station markers are indicative only.

Where are your Charging Stations?

1. The charge.net.nz map shows approximate locations of all our stations, plus it indicates our plans for future stations, and is always up-to-date.
2. plugshare.com lists all our stations with addresses. Click here to find out more about Plugshare.
3. Go to the Activate Stations page on charge.net.nz to get the best directions to our sites. This is also where you can remotely activate a station (without a fob) yourself, confirm the NZ$ rate per station, and discover if the station is available.
4. ChargeNow sites are automatically sent through to the nav system on board BMW i3 cars.

ChargeNet aims to place a DC rapid charger every 40-80km along the main State Highways and in urban areas a station for every 100,000 people.

How do I use it?

Most EVs must be turned off before they will accept a charge. The instructions are printed on the front panel of each of our chargers. Please follow the instructions in order. Available options will be lit up. There is no rush, but if you don’t select anything, the charger will time out after 180 seconds. If this happens, put the cable connector back into its pocket and start again.

If you do not press the black button, the charger will default to an 80% charge, By pressing the black button, you can choose a maximum charge, which gives you an approx 95% fill. Charging can be stopped early if necessary by tapping the RFID fob again and then pressing STOP.

Full instructions are sent out in a brochure with each fob order.

Please be courteous to other users by not parking at an EV charging station if you are not charging and by moving your vehicle once you are finished.

What is an RFID fob?

RFID fobs (radio frequency Identification tags) are little plastic tokens with a chip inside that can be read by the ChargeNet stations to connect your account ID to the charging session, so that we can bill you for your charging session. They are designed to attach to your key fob, so you never forget to take it with you. They come in a variety of colours (there’s no difference) and we recommend you purchase one for each set of “keys” plus a spare. They cost $1 each plus $5 p&p which is deducted from your credit card on purchase. They can be collected directly from our office in Rosedale or couriered to you via Courier Post.

Why are there different coloured fobs?

The RFID fobs we sell come in a variety of colours. There is no technical difference between the colours, but some EV owners/fleet managers find it useful to have different coloured fobs as an easy method to recognize each of their car “keys”. We recommend you purchase a separate RFID fob for each car fob including the spare.

How much do the fobs cost?

These cost $1 each and should last forever. We recommend you purchase a fob for each keyset you own. If you are unable to collect these from our Head Office in Rosedale, we can post these out to you for an extra $5. Before ordering, please ensure that you have registered an address against your account that will accept deliveries from Courier Post. Please indicate if you have an rural delivery number

Can I charge without an RFID fob?
We recommend the RFID fobs as the most convenient and reliable way to charge your car without requiring the use of a smart phone. However, charging can be done without the fobs in one of the following four ways:
  1. By remotely activating the stations either using your smart phone and going to charge.net.nzstart charge
  2. By registering an account with plugshare.com and using their app to activate a station.
  3. By Text. If you have lodged your mobile number onto your account, you may also try texting the word CHARGE and the key number on each station to 226.
  4. Alternatively, you can phone 0800 2 CHARGE and we can activate the station for you. We try to be available 24/7 on a voluntary basis. If you can’t get through on the phone, it is best to keep trying rather than leaving a message which won’t be answered until business hours.
Can I pay for my charge with EFTPOS at the station?

It is not possible to pay with EFTPOS, cash or credit card at the stations. The stations  can only be activated by account.

Why does the max charge stop at 95%?

The speed of charging slows as the batteries fill. After 80% charged, the speed is noticeably slower and because customers are charged per minute, the cost effectiveness is reduced over 80%. The last 5% is so slow, that we do not offer it as an option.

Why are ChargeNet Stations Not Free?

We deliver a lot of power quickly and conveniently. Fast DC Charging is a premium service which can take minutes, whereas free AC charging takes hours. We have to buy the electricity we sell from our chargers and therefore we have to pass this cost on to our customers. We also charge a per minute rate, which enables us to both maintain our network and keeps our customers on the move.

What is the difference between AC and DC Charging?

The national grid delivers AC (Alternating Current) but Electric Vehicles must charge their batteries with DC (Direct Current).

An AC charging point/EVSE supplies the vehicle’s onboard charger which in turn converts the AC power to DC allowing the battery to be charged. The size of the onboard charging device is constrained by the space inside the vehicle and price point the manufacturer needs to sell the car. Because the onboard converter is small, the amount of power that they are able to deliver to the battery is typically low (3-6kW).

A DC fast charger bypasses the onboard charging device, supplying power directly and safely to the vehicle’s battery. The DC charger is external to the vehicle and therefore not constrained in size or cost. DC fast chargers use 3-phase power, and have smart technology, enabling them to adjust the charge level to suit the battery state.

What if I don’t have a credit card?

Our network requires the use of a VISA or Mastercard. If you do not have a credit card, a debit card will work too. If you are unable to have a credit card, you may find your bank willing to give you a debit card. When loading your card onto your account, please ensure that there is at least $5 credit available for an initial test transaction. This $5 test is reversed immediately.

Please ensure that you have enough credit available at the 20th of the month or your account will go into arrears and may be suspended.

Please remember to update your card if it expires or is renewed for any reason.

How much does it cost?

DC Rapid Charging

Just like filling your ICE car with petrol varies depending on how much you put in and the ever-changing petrol rates, the cost to charge an EV will depend on how much of a charge you receive. The good news is that our rates seldom change.

Charging at a ChargeNet DC charger generally costs $0.25/kWh plus $0.25/minute. On our Veefil stations, the total cost is displayed on the LED screen as you charge and you may stop the charge at any time.

Some of ChargeNet’s partner stations are currently in free mode. The Power Park stations in Rotorua and Hastings costs $0.40/kWh but do not charge a per minute rate. You can find out the exact charging rate by logging into your ChargeNet account and checking the Activate Station page.

RFID Fobs and Opening an Account

Our RFID fobs cost $1 each plus $5 postage and are reusable.  Registering for an account is free, but please note that when adding a VISA or Mastercard to your account, you must have at least $1 credit available.

Our SMS alert feature is free to our customers.

I have a fleet of EVs. Can I pay by Direct Debit?

If you have a large fleet of EVs, please contact us to discuss your requirements.

How long does it take to charge?

There are many factors to consider when estimating charging times such as size and condition of onboard batteries, and the temperature of the batteries. Lithium EV batteries prefer to charge when they are close to room temperature and they charge faster when they are nearly empty. As they fill the charging rate slows. A standard 80% charge from empty will take about 15 – 20 minutes per 100km. You can also charge to 95% (max setting) if you wish but it will charge more slowly.

Why doesn’t my EV charge to 95% when I select max charge?

Usually this is because the car batteries are no longer in optimal condition. There are other causes, such as temperature extremes causing inefficient charging.

Can I charge at the station at your Head Office in Rosedale?

The charger at our head office is used for testing and is not always available. In addition, it is slightly slower than the public charging stations. However, if you find yourself in the local area during office hours and require urgent charging, we can usually give you enough charge to get you to the closest public charging station at The Warehouse, Albany. Please note this is subject to the charger being available.

Who can use the ChargeNet NZ Fast Charging Stations?

Anyone who owns a compatible car and has registered as a current ChargeNet account holder can use the combined ChargeNet network which includes, Unison DC, Orion DC, Alpine DC and all ChargeNow Rapid DC Chargers

Where can I find out about Charging Safety?
Can I charge in the rain?

Yes. Our DC chargers are designed to be safe in all weather, including electrical storms.

I would like to install a DC Fast charger at my site

Please [contact us] to discuss your requirements

I can’t stop the charging session
  1. If the green stop button is NOT lit, wave your RFID fob against the WIFI icon on the station control panel (second icon from left)
  2. Press the green STOP button when it is lit.
  3. On the cable handset, there is a small grey trigger button which should be pushed and held before pulling the handset out.
Troubleshooting:
  • A few car models (mainly those with Type 2 ports) may require you to unlock the charging port from the vehicle dashboard before you can stop the charge.
  • If you cannot stop the charge from the vehicle dashboard, unlock your vehicle first.
  • Check if the red padlock symbol is lit on the control panel. If it is locked, then you will need to use your RFID fob to unlock the station before you can stop.
  • You do not need to use your RFID fob if the stop button is lit. (ie: if you started the charge remotely without an RFID fob.)
  • If you still can not stop the charge, please phone 0800 2 CHARGE (24/7 hours).
  • Please do not press the emergency stop button to stop a charge.

Do not press the emergency stop button. This should only be used in case of a genuine emergency or when asked to by a member of the ChargeNet team. Please phone 0800 224-274 if you cannot stop your charge.

 

I want to install my own charger at home or the office

DC Fast chargers are very expensive and beyond the reach of most private EV owners, who typically enjoy paying less for their vehicle’s energy. AC slow to medium speed outdoor chargers are an alternative option for home-owners and businesses. Depending on the system, installation may cost only a few hundred or a few thousand dollars. Please contact us if you wish to install a billable AC system. ChargeNet NZ does not sell home wall chargers. We can recommend Juicepoint or Schneider Electric for further information.

Can you put a DC Fast Charger in our town?

If you have a suggested site for a Charge Net NZ DC Fast Charger, please send us your suggestion on our contact page. We will call you back if we require any further information. Please also bear in mind that we cannot in the short term place our DC Fast Chargers in every town/suburb in NZ. However, it is our aim that eventually all of New Zealand will be covered.

Can I install an AC charger at work and charge the public to use it

ChargeNet currently has one AC charger on our nationwide network at The Strand, Tauranga. Although an RFID fob is required to use this station, the power is freely provided thanks to it’s solar capabilities and backed by Trustpower.

As well as testing the suitability of the Tauranga AC charger, ChargeNet is currently testing a wide variety of AC chargers to find a robust, cost effective option which will allow AC hosts to connect to the ChargeNet billing system.

Please contact us at info@charge.net.nz if you would like to register your interest in installing an AC charger.

I am a potential site owner. What are the technical requirements?

Each charger draws up to 80A at 400V three-phase. Suitable car parks will be locatedclose to a distribution transformer with enough spare capacity to support a 55kVA load.There must also be enough space behind the park to accommodate a 750mm wide by 300mm deep footprint. Please [contact us] to evaluate site suitability.

I want to pay to install my own charger. Can I bill for its use using charge.net.nz?

Yes, we provide access to our charger activation and billing platform on an open and non-discriminatory basis. Ideally your charger should be OCPP compliant and have remote access. Please contact us for more information.

What is your complaints procedure?

Charge Net NZ is a member of Utilities Disputes Ltd and is required to comply with the terms contained in the Utilities Disputes’ Consumer Codes of Practice relating to the handling of complaints.

Charge Net NZ’s in-house complaints handling process is free and simple for you to use. Your freephone call to 0800 2 242743 will be answered by one of our small team who will endeavour to resolve your complaint directly.

Should Charge Net NZ be unable to resolve any complaint to your satisfaction or within a reasonable time-frame, you may direct your complaint to: Utilities Disputes Ltd, Freepost 192682, PO Box 5875, Lambton Quay, Wellington 6145. Freephone 0800 22 33 40. www.utilitiesdisputes.co.nz. You can also take your complaint to the Office of the Ombudsman, to the courts or the disputes tribunal. Nothing in Charge Net’s complaints process takes away any rights you may have under legislation.

I used your charger but my credit card was not billed?

Your charges are accumulated over the month. At the beginning of each month, our staff will email you an invoice/statement advising what you owe. If you did not charge during the month, you will not receive a statement. This gives you time to ensure your Charge Net NZ account has up-to-date credit card information and your card has enough credit to cover your invoice. On approximately the 20th of the month, your VISA or Mastercard account will automatically be charged what you owe.

If your total owing is less than $1.00, we will enable it to roll over to the following month.

I have a billing issue. Who Should I speak to?

Please call 0800 2 CHARGE in the first instance or email accounts@charge.net.nz.

How do I connect a Tesla?

Tesla vehicle’s may be connected to the ChargeNet network with an official Tesla-CHAdeMO adaptor. Please contact us to find out more.

What cars are compatible?

You must have a plug-in light EV (Battery EV or a Plug-in Hybrid EV) to use our rapid DC chargers, but not all EVs have compatible sockets for our connectors. Conventional hybrids, such as the Prius, are not compatible and are not considered to be Electric Vehicles because they use petrol to create electricity. If purchasing a plug-in EV, please ensure it has one of the following two ports, if you wish to be able to access the DC Fast Chargers on the ChargeNet NZ network.

faq2

CHAdeMO port

CCS Type 2 port


 

 

 

 

 

 

 

In late 2016, NZTA published a standard for NZ EV Connectors. It recommends CHAdeMO and CCS-Type 2 ports as NZ standards for DC charging.

CHAdeMO

By far the most popular connector on the NZ EV fleet is CHAdeMO, which is used by Japanese vehicles, such as the Nissan Leaf, and Tesla’s with an adaptor.

CCS

type1-faq

To be discontinued: CCS-Type 1 port

CCS (combined AC/DC charging system) exists in two forms: Type 1 to suit American cars, and Type 2 for European cars. ChargeNet has been lobbying for the European standard to be officially adopted in NZ, which would enable a larger range of vehicles to be imported to NZ. The CHAdeMO/CCS-Type 2 standard was agreed upon in December 2016. The job remains to switch all the existing infrastructure to the new standard. This is being done as resources allow and should be largely completed by mid-May 2017.

Adaptors

ChargeNet sell official Tesla-CHAdeMO adaptors for $639+GST+Freight. These will enable Tesla vehicles to connect to the ChargeNet NZ rapid charging network. They do not work for other models of EV. There are aftermarket CCS Type to Type adaptors around, but ChargeNet has tested some of these and has yet to find a quality product. Please be aware that using an aftermarket adaptor may void your warranty and insurance. Please check your vehicle warranty to be sure.

 

What is Plugshare?

Plug Share is an international map app, downloadable to smart-phones which can also be viewed at www.plugshare.com. The map shows the location of EV chargers. ChargeNet has opted to list all its stations on Plugshare, giving ChargeNet users multiple extra advantages. Anyone who is prepared to allow the public to charge their EVs at their premises may list on Plugshare, making it the most comprehensive map of EV chargers currently available in New Zealand. The search function allows you to filter results by charger type, connector type, price and location. For example, if you are only interested in finding nearby public DC Rapid chargers, you can filter out the AC trickle-charge and AC medium-speed chargers.

We recommend you create an account on Plugshare and sync it to your account at ChargeNet by filling in the Plugshare email box on your ChargeNet account registration form at charge.net.nz. This will allow you to access more Plugshare features.

To get the most out of Plugshare, we also recommend you log-in each time you connect to one of our stations. This enables other users to know ahead that the station is busy and potentially enables them to phone you if your charging session has finished. You can also note any problems you encountered at the station.

In addition, Plugshare can be used to plan trips, to remotely activate ChargeNet stations (without an RFID fob), and to check on charging progress.

Please note that Charge Net NZ does not own Plugshare and we take no responsibility if the Plugshare app is temporarily offline. We strongly recommend all of our customers purchase one of our RFID fobs as a fail-safe method of accessing our stations.