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Customer service

Contact Contact Energy

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

Call 0800 224 424 Contact login

Get in touch

How to reach Contact Energy customer service

This page lists every public contact channel for Contact Energy 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.

For quick questions like a payment confirmation or a meter reading, the phone line or live chat are usually fastest. For anything involving a written record — billing disputes, hardship arrangements, change of address or complaints — use the contact form or the secure inbox inside the Contact online portal.

All channels

Contact Energy contact details at a glance

Each card below is a verified contact channel for Contact. Phone is fastest for urgent issues, written channels are best when you need a record.

Customer service phone

0800 224 424

Mon–Fri 7am–6pm (general customer service)

Faults & emergencies

Gas faults: Natural Gas 0800 224 424; LPG 0800 762 542. For risk to life call 111.

Online enquiry

Submit an enquiry on the Contact website

Contact form

Available on the Contact website

Client portal

Sign in to your Contact account

Head office

Level 2, Harbour City Tower, 29 Brandon Street, Wellington 6011, New Zealand

Fax

+64 4 499 4003

Wait times on retailer phone lines can be long in peak periods (late afternoon, Monday mornings, end-of-month). If your query is not urgent, the online portal, mobile app or contact form usually deliver a faster response.

Safety first

When to call your distributor instead of Contact Energy

Contact Energy 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 Contact Energy

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 Contact Energy bill lists it under "distribution charges". You can also look it up on the Electricity Authority register by postcode.

Written enquiries

When to contact Contact Energy in writing

Written enquiries create a paper trail — essential for anything to do with billing, contract changes or formal complaints. Choose the right channel below depending on the urgency and sensitivity of your request.

Contact contact form

Submit any request through the official contact form. The form routes your message to the correct team automatically.

Best for

  • Submitting a meter reading.
  • Updating bank account details for direct debit.
  • Change of address or billing address.
  • Complaints and payment-plan requests.

Contact live chat

Contact Energy runs a chat service — usually accessible from the bottom corner of the official website or inside the client portal once you sign in.

Best for quick questions such as checking a bill, confirming a payment, or asking about a plan. For sensitive information, prefer the secure portal inbox.

Open chat on Contact site

Social media

Reach Contact Energy on social media

Best for general enquiries, quick questions and outage updates. Avoid sharing account numbers, ID details or payment info over social — use the secure portal or phone line for anything sensitive.

Formal complaint

How to make a complaint about Contact Energy

Most disputes are resolved by simply contacting Contact Energy 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 Contact

Start by contacting Contact Energy 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.

Contact Energy 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.

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 Contact 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 Contact Energy. For more information see the UDL official site.

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Common questions

The Selectra expert answers your Contact Energy contact questions

You can reach Contact Energy customer service on 0800 224 424, Mon–Fri 7am–6pm (general customer service). For a faster response outside hours, use the client portal, the contact form or the mobile app where available.

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 Contact Energy. The distributor owns the poles and wires and is responsible for restoring supply. Contact Energy also operates a faults line on Gas faults: Natural Gas 0800 224 424; LPG 0800 762 542. For risk to life call 111. for supply issues at your address.

Contact Energy prefers written enquiries via its online contact form. The form routes your message to the correct team automatically — usually faster than email for billing or technical issues.

First raise the issue directly with Contact Energy — 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.

Yes — Contact Energy offers a chat service. Live chat is best for quick questions, account look-ups or simple billing queries. Use the secure portal or phone for anything involving sensitive personal data.