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Customer service

Contact Ecotricity

Every way to reach Ecotricity 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 845 000 Ecotricity login

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How to reach Ecotricity customer service

This page lists every public contact channel for Ecotricity 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 email or the secure inbox inside the Ecotricity online portal.

All channels

Ecotricity contact details at a glance

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

Customer service phone

0800 845 000

Mon–Fri 8:30am–5:30pm

Faults & emergencies

0800 845 000 (after-hours faults triage; they’ll provide the correct regional faults number)

Email

[email protected]

Contact form

Available on the Ecotricity website

Client portal

Sign in to your Ecotricity account

Head office

Level 16, 48 Emily Place, Auckland 1010

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 Ecotricity

Ecotricity 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 Ecotricity

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

Written enquiries

When to contact Ecotricity 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.

Ecotricity email

Send your enquiry to [email protected]. Always include your account number and a clear subject line.

Best for

  • General enquiries about your account or services.
  • Submitting documents (ID, proof of address, etc.).
  • Updating contact or billing details with a written record.
  • Complaints or feedback that may need to be escalated later.

Ecotricity 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.

Ecotricity live chat

Ecotricity 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 Ecotricity site

Social media

Reach Ecotricity 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 Ecotricity

Most disputes are resolved by simply contacting Ecotricity 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 Ecotricity

Start by contacting Ecotricity 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.

Ecotricity 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 Ecotricity 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 Ecotricity. For more information see the UDL official site.

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Common questions

The Selectra expert answers your Ecotricity contact questions

You can reach Ecotricity customer service on 0800 845 000, Mon–Fri 8:30am–5:30pm. 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 Ecotricity. The distributor owns the poles and wires and is responsible for restoring supply. Ecotricity also operates a faults line on 0800 845 000 (after-hours faults triage; they’ll provide the correct regional faults number) for supply issues at your address.

Yes — email Ecotricity at [email protected]. Include your account number and a clear description of the issue so the team can route the message quickly.

First raise the issue directly with Ecotricity — 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 — Ecotricity 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.