Customer service

Contact 2degrees

Q: How do I report a power outage or electrical emergency?

For life-threatening emergencies always call 111. For damaged power lines, sparks or a widespread outage in your street, call your local lines company (the distributor), not 2degrees. The distributor owns the poles and wires and is responsible for restoring supply.

Every way to reach 2degrees customer service in New Zealand — phone, hours, emergency line, email, contact form, online portal and the formal complaint route through Utilities Disputes (UDL).

Get in touch

How to reach 2degrees customer service

This page lists every public contact channel for 2degrees in New Zealand — drawn live from the Selectra Energy-Core data set and verified against the retailer's own website. Use the table below for a one-glance summary, then scroll down for in-depth guidance on each channel, plus the formal complaint route through Utilities Disputes (UDL) if a problem cannot be resolved directly with the retailer.

Safety first

When to call your distributor instead of 2degrees

2degrees sells you electricity, but it does not own the poles, wires or substations. That equipment belongs to your local lines company (the distributor). For anything on the network side — including outages and damaged equipment — the distributor is the right number to call.

Call the distributor

Phone the lines company immediately if you encounter:

Fallen or damaged power lines.
Sparks, smoke or fire near network equipment.
Sudden, widespread power cut in your street or suburb.
Exposed wires, damaged poles or other safety hazards.

For any threat to life, dial 111 first. Then call your distributor. Keep a safe distance from damaged equipment — never touch a fallen line, even if it appears dead.

Call 2degrees

Phone the retailer for everything that is not a network safety issue:

Billing questions or payment arrangements.
Plan changes, sign-up, switch or close an account.
Change of address or moving house.
Submitting a meter reading or registering as medically dependent.

Don't know who your lines company is? Your last 2degrees bill lists it under "distribution charges". You can also look it up on the Electricity Authority register by postcode.

Formal complaint

How to make a complaint about 2degrees

Most disputes are resolved by simply contacting 2degrees directly. If the issue is not fixed within 20 working days, or you are not happy with the proposed outcome, you can escalate it for free to Utilities Disputes Limited (UDL) — the independent dispute-resolution scheme for the New Zealand electricity and gas sector.

Step 1 — raise it with 2degrees

Start by contacting 2degrees through one of the channels at the top of this page. Be specific about the issue, the desired outcome and any account references. Keep written records of every reply.

2degrees has up to 20 working days to resolve your complaint. If that deadline passes — or the offered solution is unacceptable — you can move to step 2.

Step 2 — escalate to UDL

Utilities Disputes is free, independent and decisions are binding on the retailer. You can lodge a complaint through several channels:

Online: UDL complaint form
Phone: 0800 22 33 40 or +64 4 914 4630
Email: [email protected]
Post: Freepost 192682, PO Box 5875, Wellington 6140.

Who can lodge a complaint with UDL?

You must be the account holder (or registered director, for business accounts).
Your provider must be a UDL member or required to be one.
You must have tried to resolve the issue with 2degrees first.

UDL is funded by the industry but operates independently of any retailer. The service is free for consumers and the outcome is binding on 2degrees. For more information see the UDL official site.

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Common questions

The Selectra expert answers your 2degrees contact questions

2degrees does not publish a general customer-service phone number. Most enquiries are handled through the online portal, the contact form, the mobile app or social-media channels. See the contact options listed above for the fastest route.

For life-threatening emergencies always call 111. For damaged power lines, sparks or a widespread outage in your street, call your local lines company (the distributor), not 2degrees. The distributor owns the poles and wires and is responsible for restoring supply.

2degrees does not publish a public email address. The fastest written channels are the in-app or in-portal secure-message inbox, or a direct message via social media for general enquiries.

First raise the issue directly with 2degrees — phone, email, contact form or portal. Keep written records of every notice and reply. If the complaint is not resolved within 20 working days, or you are not satisfied with the outcome, escalate it free of charge to Utilities Disputes Limited (UDL), the independent dispute-resolution scheme for the NZ electricity sector.

2degrees does not currently advertise a live-chat option for residential customers. Use the online portal, mobile app or contact form for written enquiries, or the phone line for anything urgent.