Customer Care

As an energy and telecommunications retailer, we understand the essential role that electricity, natural gas, broadband, and mobile services play in our customers’ lives. We're committed to keeping you safe and connected.

Our Customer Care Policy outlines our service promises and serves as a guide to how we operate, support, and treat our customers. It aligns with the Electricity Authority’s Consumer Care Obligations , the Gas Industry Company’s Consumer Care Guidelines, and the NZ Telecommunications Forum’s Consumer Care Guidelines. 

This Policy applies alongside (not instead of) our General Customer Terms and Conditions, and any Special Terms that may apply to you. Read our full Policy below.

Customer Care Policypdf | 226 kB

If you’re finding it hard to pay your bill, our team is here to help.
We understand that sometimes it can be hard to pay your bills. We can offer a range of advice, options and support, including:

• Ensuring you're on the best energy, broadband and mobile plans(s) for your usage
• Providing useful advice on ways you could reduce your bill
• Helping set up a payment solution to suit your situation
• Recommending budgeting services to help you manage your bills
• Keeping you connected

Plus, if you need help communicating with us, you can authorise one or more people to speak to us on your behalf.
An authorised or support contact can be a family member, a friend, or a social agency.

We offer extra support to medically dependent, or vulnerable consumers.

If you or someone living with you (even for a short period) depends on electricity or natural gas to run critical medical support equipment, please contact us immediately.

We'll ask you if this applies when you join us, help you register, and we'll keep in touch with you regularly.

It's vital that medically dependent customers have an emergency response plan in place in the event of an unplanned outage (see the Electricity Authority’s detailed response plan here to help you).

Getting it right matters. If you have a complaint about the service you’ve received, or you want to share feedback about an experience you’ve had, we want to hear from you.

Rest assured, we'll take every opportunity to reflect on the feedback you give us and improve wherever we can.

Our free complaint handling process is set out here.

If you’re not happy with your resolution, and we have had a reasonable opportunity to resolve it with you, then you are welcome to contact Utility Disputes and/or the Telecommunications Dispute Resolution Scheme.

Power Saving Advice:
Check out our energy saving tips to help you save energy at home.
For energy efficiency advice and resources, contact GenLess on 0800 22 33 401 or visit https://www.genless.govt.nz/

Social Agency Assistance:
You may be able to get extra assistance from Work and Income or another social agency.
Website: workandincome.govt.nz
Phone: 0800 559 009
Other social agencies include the Citizens Advice Bureau, local Mayoral Funds or Age Concern.

Budgeting Advice:
You may also want to get some budgeting advice from Money Talks.
Website: www.moneytalks.co.nz
Phone 0800 345 123 or text on 4209

Contact details for Utilities Disputes:
Website:  www.utilitiesdisputes.co.nz
Email:  info@utilitiesdisputes.co.nz
Phone: 0800 22 33 40
Post: PO Box 5875, Wellington 6145

Contact details for Telecommunications Disputes Resolution:
Website:  www.tdr.org.nz
Email: contact@tdr.org.nz
Phone:0508 989 898
Post: Freepost 214075, PO Box 5573, Wellington 6140